Freshservice vs GLPI by Teclib comparison

Freshworks and Teclib' are both solutions in the IT Service Management (ITSM) category. Freshworks is ranked #4 with an average rating of 8.3, while Teclib' is ranked #9 with an average rating of 8.7. Freshworks holds a 4.0% mindshare in ISM, compared to Teclib'’s 1.3% mindshare. Additionally, 97% of Freshworks users are willing to recommend the solution, compared to 100% of Teclib' users who would recommend it.

Freshservice

Read 40 Freshservice reviews

6,589 Views
3,097 Comparison Views

97% willing to recommend

GLPI by Teclib

Read 7 GLPI by Teclib reviews

1,523 Views
1,523 Comparison Views

100% willing to recommend

Freshservice

GLPI by Teclib

Comparison Buyer's Guide

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Executive SummaryUpdated on Nov 3, 2024

Freshservice and GLPI by Teclib are competing IT service management solutions. Freshservice is considered favorable due to its pricing and support, while GLPI by Teclib stands out with its extensive features.

Features: Freshservice offers an intuitive onboarding process, automation capabilities, and integrations with popular collaboration tools, making it ideal for streamlined IT operations. GLPI by Teclib delivers expansive asset management, open-source flexibility, and customizable modules, offering organizations extensive control over their IT service management.

Room for Improvement: Freshservice could enhance its customization capabilities and expand integration options. Additionally, improving the flexibility of its deployment could benefit larger organizations. GLPI by Teclib might focus on streamlining the initial setup and enhancing user support, as well as simplifying complex customizations to maximize accessibility for users.

Ease of Deployment and Customer Service: Freshservice provides a cloud-based deployment model known for quick setup and comprehensive customer support, leading to efficient issue resolution. GLPI by Teclib offers both on-premises and cloud deployment options, giving organizations flexibility but requiring more customization efforts, potentially affecting initial setup time.

Pricing and ROI: Freshservice offers subscription-based pricing, emphasizing transparency and predictability, offering strong ROI with reduced operational costs. GLPI by Teclib is open-source, resulting in lower initial costs and significant long-term ROI, especially for organizations utilizing its customization potential.

To learn more, read our detailed Freshservice vs. GLPI by Teclib Report (Updated: April 2026).

Buyer's Guide

Freshservice vs. GLPI by Teclib

April 2026

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Helped 894,738 peers since 2012

Review summaries and opinions

We asked business professionals to review the solutions they use. Here are some excerpts of what they said:

Categories and Ranking

Freshservice

Ranking in IT Service Management (ITSM)

4th

Average Rating

8.2

Reviews Sentiment

7.0

Number of Reviews

Ranking in other categories

Help Desk Software (6th), Project Management Software (10th), Cloud Management (10th), IT Asset Management (4th), Configuration Management Databases (5th), IT Alerting and Incident Management (9th), AI IT Support (4th)

GLPI by Teclib

Ranking in IT Service Management (ITSM)

9th

Average Rating

8.8

Reviews Sentiment

6.7

Number of Reviews

Ranking in other categories

No ranking in other categories

Mindshare comparison

As of May 2026, in the IT Service Management (ITSM) category, the mindshare of Freshservice is 4.0%, down from 4.6% compared to the previous year. The mindshare of GLPI by Teclib is 1.3%, up from 1.3% compared to the previous year. It is calculated based on PeerSpot user engagement data.

IT Service Management (ITSM) Mindshare Distribution
Product	Mindshare (%)
Freshservice	4.0%
GLPI by Teclib	1.3%
Other	94.7%

IT Service Management (ITSM)

Featured Reviews

Raja Farrar

IT Service Delivery Manager at Symposiam

Automation and AI have transformed our service delivery and have made IT support faster and more efficient

I always keep up with Freshservice's roadmaps and new features. Freshservice has been very good at listening to feedback and adding those feature requests into their next iterations. I wish they would offer more granular data export options for utilizing in Power BI, along with predictive analytics for capacity planning and SLA breaches to enable more proactive support management and reduce firefighting. While the dashboards are effective, some users find custom reporting limited compared to ServiceNow or Jira. I would also appreciate deeper integrations, especially for niche apps requiring development coding work to enable advanced orchestration. Native integrations for DevOps pipelines such as GitHub Actions and Jenkins, along with stronger API flexibility for complex workflows, would enhance functionality. Although the CMDB and asset management are solid, they do lack advanced dependency mapping compared to other enterprise tools. My wishlist includes automated impact analysis for changes and improved visualization of asset relationships, enabling quicker resolutions from an agent's perspective when alerts come in. I acknowledge that Device42 may enhance this, but it is an extra cost beyond what we already pay. While Freddy AI is excellent for triage and suggestions, some users desire more proactive automation, such as predictive ticket routing based on historical patterns and AI-driven capacity forecasting. Lastly, the pricing tiers might seem rigid for mid-sized teams, so a more granular add-on option for features such as Device42 or pay-per-use for orchestration workflows could be beneficial.

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Dexter De Torres

ITSM Manager at Stratpoint Global Outsourcing, Inc.

Simple to use and very easy to deploy

For the free version, the tool should improve the graphics as it is kind of old school. The graphics are very flat compared to Google Workspace and Office 365. If you are not concerned about aesthetics, it is a fine tool. It is a good tool if you are more focused on the functionality. There are some bugs in the tool because it has a lot of features. Correlating all of the features can sometimes cause the tool to fail. If you create a ticket and then link it to an asset, there can arise some issues, but with support, one can customize and fix the issues in the product. The cost of the tool is an area of concern since it is 19 Euros per agent for a month. If your help desk team is of ten people, then you can multiply 19 Euros by ten people. The updates will be automatic if you get the tool's cloud version, but for the free version, you need to learn how to manage or administer Linux, PHP, and Apache because you will be updating the system manually. The updates are available, but you need to ensure that you have a test environment first before you apply it to the production environment because sometimes the updates mess up the data. I need to have a test environment first before loading it, but aside from the system, you also need to update the OS, PHP, and the web server itself. A lot of administrative tasks are needed if it is the free version, but for the cloud, you just use the product.

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Quotes from Members

We asked business professionals to review the solutions they use. Here are some excerpts of what they said:

Pros

"We use the ticketing system primarily, which is very easy to use for all users."

"The workflow and the change management process are valuable."

"The most valuable features of Freshservice are the notifications, customization, and flexibility."

"Due to our previous system being so poor, our ROI was effectively immediate as staff could easily log tickets via email, web, or over phone."

"Freshservice has automated a lot of our tasks, including ticket responses and call assignments, which has sped up our operations considerably."

"This solution has provided us with a level of ticket traceability that didn't exist previously, and we now have statistics and data that tell the story of what our support engineers have been doing, improving speed and reliability."

"The stability is pretty solid; we've never had major outages or any workflow issues that weren't caused by an administrative error, and it's been pretty stable as far as a ticketing platform is concerned."

"Freshservice's best feature is its user-friendliness."

More Freshservice pros

"The product is user-friendly."

"The best feature for me is the power of customization, allowing us to add extensions from each place of GLPI."

"The most valuable features of GLPI are its ITSM capabilities, including ticketing, automatic tasks, plugins, and notification systems."

"GLPI helps with tracking device assets. For example, when I assign a laptop to an employee, the GLPI agent installed on the client device gathers detailed information about it."

"The product is very easy to deploy."

"The tool's most valuable features include UI, visualization, and data scraping."

"The most valuable features of GLPI are asset management, asset tracking, asset reporting, and ticket management. We use it as a configuration management database (CMDB), which is very useful for impact assessment and change management. The license management feature is also beneficial because it is bundled with asset management. When an agent reports a certain set into the database, all the software running on that host or server is assessed, collected, and reported. This makes license management very useful. Since implementing GLPI, we've noticed that our IT operations are more stable. The tool allows us to manage changes in the environment more effectively by creating change requests for assets. GLPI supports our processes, allowing us to organize IT operations with custom forms and workflows, making it quite flexible. Although the deployment is still in progress, we see significant benefits in organizing our IT processes with this tool."

Cons

"Freshservice's technical support has issues with delays and translations."

"A chat bot needs to be added to the portal."

"I've had some problems with Freshservice's technical support. They often drag out cases by continually passing them on to other people, and they seem overeager to close tickets and sometimes mark them as resolved without checking first."

"It would be good to have the product integrated with Google because that's our corporate tool of choice."

"We would like to have chat as a support channel in order to enjoy the same benefit of real-time support that Freshdesk has."

"The automation workflows are powerful, but the UI can feel limited; once the workflows get complex, it becomes hard to visualize them."

"Some of the ways that tasks are reported on and shown can be better. You can't see tasks in your regular ticket list view. You can't see a combo view of tasks and tickets. It is a little bit difficult to get a solid overview of your list of things to do. You can only see them in separate views, instead of one single view."

"They can improve the search. While searching the inventory, when I cancel a selected category, the search box disappears, and I have to reload the page. It is a small glitch. Currently, we can have only one plan per subscription. All users have to be on the same plan. We can't have two users for plan A and five users for plan B. It might be good if there was an option to have different plans within one subscription so that you can assign each agent to the corresponding plan."

More Freshservice cons

"A stringent plugin management would benefit GLPI. You can extend GLPI with many plugins, but plugin development is handled by individuals worldwide. Since it's an open-source solution, plugins are developed independently, and you never know which plugin is compatible with your version of GLPI. I would suggest that the developers focus more on plugin management to ensure plugins are more consistent and compatible with most versions of GLPI. Currently, you always have to check if a plugin works with your GLPI install, which can be inconvenient."

"For the free version, the tool should improve the graphics as it is kind of old school. The graphics are very flat compared to Google Workspace and Office 365."

"I've encountered some issues with GLPI. The official documentation on the GLPI website recommends using PHP version 8.3, but it used to recommend PHP version 8.2."

"The solution must be more flexible."

"The solution has occasional lags and glitches."

"One area for improvement is the occasional issues we encounter, which are not directly related to GLPI but are due to network providers. These include network errors like 502 and 504, indicating some failure in network communication with the server."

"The stability of Windows OS could be enhanced."

Pricing and Cost Advice

"The price of Freshservice could improve, it is expensive."

"The pricing information is on their website. It's my understanding that their Pro Plan, for example, is around $89/month."

"We're basically paying about $100 USD per agent per month."

"The cost at the current timing is very reasonable but as the product gains popularity, I anticipate it might become expensive. Fortunately my customers have been offered a generous discount making it more affordable for me and satisfying both my needs and customers requirement."

"The solution has an annual licensing model."

"Our licensing fee for Freshservice is $2,500 a year."

"The solution may be around 20,000 euros a year."

"It is $34 per license, per agent. Currently, we don't see any add-ons at extra fees."

More Freshservice pricing and cost advice

"I have used the tool's open-source version...GLPI Network Cloud is 19 Euros per month. It comes with one agent only, but if you use the IT asset management part, it is unlimited."

"The solution's pricing is reasonable."

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Top Industries

By visitors reading reviews

University

10%

Construction Company

Manufacturing Company

Educational Organization

University

12%

Manufacturing Company

10%

Financial Services Firm

Comms Service Provider

Company Size

By reviewers

Large Enterprise

Midsize Enterprise

Small Business

By reviewers
Company Size	Count
Small Business	24
Midsize Enterprise	5
Large Enterprise	15

By reviewers
Company Size	Count
Small Business	3
Midsize Enterprise	3
Large Enterprise	1

Questions from the Community

What is your experience regarding pricing and costs for Freshservice?

I do not have any experience with pricing, setup costs, and licensing, as it was assigned to the infrastructure team.

See all answers

What needs improvement with Freshservice?

Freshservice has an AI agent that needs improvement for finding knowledge base articles. When issues or incidents are received in Freshservice, new users should be able to receive direct help from ...

See all answers

What is your primary use case for Freshservice?

Freshservice is used to redirect ticket handling and acknowledge tickets and incidents received. Tickets are redirected with their short description and subject line in Freshservice, which allows f...

See all answers

What needs improvement with GLPI by Teclib?

One area for improvement is the occasional issues we encounter, which are not directly related to GLPI but are due to network providers. These include network errors like 502 and 504, indicating so...

See all answers

What is your primary use case for GLPI by Teclib?

I work directly with some customers, and, in general, consumers. We attend to some people, however I mostly attend directly to the employees of my company. We started using the product in 2018 and ...

See all answers

What advice do you have for others considering GLPI by Teclib?

Each company should start by exploring GLPI, understanding its features and extras they can use.

See all answers

Comparisons

ServiceNow vs Freshservice

Compared 13% of the time

Zendesk vs Freshservice

Compared 8% of the time

JIRA Service Management vs Freshservice

Compared 6% of the time

Device42 vs Freshservice

Compared 4% of the time

Samanage vs Freshservice

Compared 4% of the time

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ServiceNow vs GLPI by Teclib

Compared 36% of the time

OTRS vs GLPI by Teclib

Compared 15% of the time

NinjaOne vs GLPI by Teclib

Compared 13% of the time

TOPdesk vs GLPI by Teclib

Compared 12% of the time

ManageEngine ServiceDesk Plus vs GLPI by Teclib

Compared 11% of the time

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Product Reports

Buyer's Guide

Freshservice

May 2026

Download Freshservice product report

Buyer's Guide

GLPI by Teclib

May 2026

Download GLPI by Teclib product report

Also Known As

Flint

No data available

Overview

Freshservice specializes in user-friendliness and seamless integration, facilitating IT operations with AI-driven ticketing and flexible asset management, essential for diverse organizations.

Known for its comprehensive automation and integration with platforms like AWS, Freshservice enhances IT tasks with flexible workflows and intuitive dashboards. Its self-service portal and effective incident management promote efficient service delivery and SLA compliance, making it vital for IT teams. However, users seek enhanced customization and integration with Microsoft and Google, along with improved analytics and project management features.

What are the essential features of Freshservice?

User-friendliness: Simplifies IT processes with intuitive design.
Comprehensive automation: Optimizes operations through streamlined processes.
AI-powered ticketing: Enhances ticket management with intelligent solutions.
Seamless integration: Connects with platforms like AWS and SolarWinds for efficient workflows.
Flexible workflows and asset management: Adapts to diverse IT needs for better service delivery.

What benefits should users consider in Freshservice reviews?

Streamlined IT operations: Simplifies and speeds up service processes.
Improved SLA compliance: Enhances adherence to service level agreements through efficient management.
Increased service delivery: Boosts the quality and efficiency of services provided.
Visibility across departments: Provides clear tracking and management of service requests and assets.

Freshservice is widely implemented in IT service management, supporting ticketing, incident management, and change management. It assists in customer service, internal support, and integrates with Azure and AWS. Significant for HR service centers and knowledge bases, it enables workflow automation and reporting, centralizing service operations for enhanced visibility and tracking across departments.

Freshworks

GLPI by Teclib focuses on asset management and ticketing, utilizing agent-based asset tracking and offering integration with systems like Active Directory. It also serves as a CMDB, supporting functions such as financial and contract management alongside project tools and network monitoring.

GLPI by Teclib is leveraged for its comprehensive ITSM capabilities, allowing organizations to manage assets and support tickets effectively. It offers integration with LDAP and Active Directory for seamless asset tracking and ticket management. Financial tracking, contract management, and project tools bolster its functionality, while network monitoring and software inventory provide additional insights. Customization through plugins enhances its adaptability, operating efficiently across Linux servers. Despite challenges like plugin management and PHP issues, improvements in features such as communication error handling and permission flexibility can enhance its IT operations further.

What are the key features of GLPI by Teclib?

Asset Management: Tracks and manages company hardware and software assets efficiently.
Ticket Management: Streamlines user support through well-structured ticket handling.
CMDB: Offers a centralized configuration management database for IT infrastructures.
Financial Tracking: Monitors expenditures related to assets and IT services.
Contract Management: Simplifies tracking and managing vendor contracts and SLAs.
Project Tools: Assists in managing IT projects with integrated tools.

What benefits should users consider in reviews?

Customization: Adapts to team needs with extensive plugin support.
User Experience: Provides a comprehensive interface, enhancing ease of use.
ITSM Flexibility: Automation and notification features streamline workflow.
Stability: Promotes organized IT operations with robust tracking.
Data Visualization: Offers insightful data presentation for informed decision-making.

GLPI by Teclib finds application across industries for its extensive ITSM functionalities. IT departments in healthcare, education, and finance sectors rely on it for efficient asset management and support ticket handling. Its role as a CMDB aids organizations in maintaining detailed records of their IT environments, while financial tracking and contract management functionalities cater to stringent compliance and regulatory needs. Educational institutions leverage GLPI's project management and network monitoring capabilities to oversee IT services and infrastructure effectively.

Teclib'

Sample Customers

Sinclair Broadcast Group, Western Carriers, Judson University, Golf Canada, Travix, Proxama, Paymentez, Ready Auto Transport

Information Not Available

Buyer's Guide

Freshservice vs. GLPI by Teclib

April 2026

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