Freshservice vs LinkLive comparison

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Freshservice

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Executive SummaryUpdated on Dec 1, 2024

Freshservice and LinkLive compete in the tech industry, serving distinct operational needs. Freshservice often holds an edge in pricing and support, while LinkLive is preferred for its advanced features, which justify its cost.

Features: Freshservice offers automation capabilities, incident management, and asset management tools. LinkLive shines with collaboration features and real-time communication abilities, making it ideal for customer engagement and support.

Room for Improvement: Freshservice may benefit from more advanced customization capabilities, improved integration with third-party apps, and expanded mobile functionality. LinkLive could enhance user interface simplicity, reduce setup complexity, and offer more pricing flexibility.

Ease of Deployment and Customer Service: Freshservice features straightforward cloud-based deployment and strong onboarding support. LinkLive, with its hybrid model, involves a more complex setup but is supported by dedicated customer service tailored for high-communication needs.

Pricing and ROI: Freshservice provides competitive pricing with a flexible subscription model promising solid ROI, especially for businesses focused on IT service management. Although LinkLive has a higher initial setup cost, it offers significant ROI for enterprises enhancing integrated communication systems, aligning its pricing structure with feature-rich offerings.

To learn more, read our detailed Freshservice vs. LinkLive Report (Updated: September 2025).

Freshservice vs. LinkLive

September 2025

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Helped 869,566 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 Help Desk Software

7th

Average Rating

8.0

Reviews Sentiment

6.9

Number of Reviews

Ranking in other categories

Project Management Software (9th), Cloud Management (15th), IT Asset Management (6th), IT Service Management (ITSM) (5th)

LinkLive

Ranking in Help Desk Software

13th

Average Rating

8.8

Reviews Sentiment

7.7

Number of Reviews

Ranking in other categories

Contact Center Platforms (6th), Contact Center as a Service (CCaaS) (7th)

Mindshare comparison

As of October 2025, in the Help Desk Software category, the mindshare of Freshservice is 4.2%, up from 3.6% compared to the previous year. The mindshare of LinkLive is 0.4%, up from 0.1% compared to the previous year. It is calculated based on PeerSpot user engagement data.

Help Desk Software Market Share Distribution
Product	Market Share (%)
Freshservice	4.2%
LinkLive	0.4%
Other	95.4%

Help Desk Software

Featured Reviews

Trilochana Gouda

IT manager at a comms service provider with 1,001-5,000 employees

Smooth incident management and easy to use while needing better escalation management

We are using Freshservice for the IT ticketing system for business users We use the ticketing system primarily, which is very easy to use for all users. Freshservice is helpful, especially in incident management. Incident management is very helpful, and the system is straightforward, making it…

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Emily Aubele

Quality Assurance Director at United Way of Pennsylvania

The functionality and efficiency have reduced our call wait times and support is unbelievably responsive

There are so many valuable features. One of the things that we really appreciate is the uptime. LinkLive rarely, if ever, goes down or disconnects calls. We appreciate that we don't have to be concerned about dropping calls or losing a customer mid-call as a result of those issues. It's also very easy to use. It's intuitive. We are able to easily transfer calls and get a customer to where they need to be if they have ended up in the wrong queue. We can also make changes to groups on the fly. The amount of self-service that you can do in the program is really helpful. In addition, all of your channels are within one interface. The other thing that's really nice is that now, there are two ways to access that interface. One is an app that's downloaded onto your machine, and another is via a URL. Depending on what you like, as an agent, you have those options. Both options do the same things. Our people who use the browser-based option love it. The single interface is really important because you don't want to have to jump all over the place or go from screen to screen. With everything in front of you, you can see it all. It allows the agent to work much more efficiently and effectively without having to look all over the place for what they need. When using that single interface to switch between modes on the fly, it's pretty seamless, in terms of supervisor-to-agent, agent-to-agent, and agent-to-customer communication. It's a one-stop shop. You can even work in multiple channels at the same time. You can handle a text and a chat, or a chat and a phone call, simultaneously. We also use the solution's AI quite a bit for our chat. The AI aspect is pretty important because it allows us to triage customers' needs without taking agent time. Using it, a customer can self-select. Plus, we find that a lot of our web users prefer a more anonymous contact for clarification of information they got while searching our website, which they now need more help with. The fact that we can translate that call from AI to a live agent is really helpful. By the time it gets to the live agent, there is a good sense of what the customer needs and what they're looking for. Our agent has more time to search for the needed resources, rather than gathering details about what the customer is looking for. It's a time-saver. It allows the customer to really identify what exactly it is they need and it does help answer some general questions that ultimately help us with customer eligibility. It measures all aspects of a call pretty well and we appreciate that. The dashboard we're currently using is a nice feature. I know that's being updated with workforce management, but the tool we currently use, the MMP (Measuring, Monitoring & Planning Portal) is fine for those quick reports.

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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

"It has reduced the time to look up who is responsible for a service, and it has reduced the time to finalize a service request because it now goes directly to the person who is responsible for the service in that location. So, a service request is handled quickly and directly by the person responsible for it."

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

"What I have seen in Freshservice is there's no room for customization. Which works as an advantage in some cases and it works as a disadvantage in others. If you are someone that starts managing your IT services, it is a great solution, because there's no way to go out away from the direction of the system. You have to follow the process as it was intended for the designers of a solution because there's no room for customization or configuration."

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

"The most valuable feature of Freshservice is you can assign downloaded tickets and the reports are useful."

"There is a nice user interface."

"You can just register and within five to minute minutes, you are ready to go."

"The solution facilitates a transition from an organizational structure that is function-based to a process-oriented approach."

More Freshservice pros

"The presentation of calls within the applications used to access conference call forwarding is straightforward and user-friendly."

"Our agents find the authenticated session feature to be the most helpful. It can take 30 to 45 seconds to verify someone with verifying questions through digital banking, and we didn't have the capability of verifying questions through digital banking before LinkLive. This feature allowed us to work in partnership with our digital banking provider, who can see that a customer is within an authenticated digital banking session. They do not need to ask verifying questions again to ensure that the person is who they say they are. That is one of the nicest things for us, and especially for our agents."

"One of the primary features we use it for is the Agent Connect screen-sharing feature. I find it invaluable when troubleshooting customer problems with online banking. It saves us time, and time is money."

"LinkLive makes us more progressive in terms of efficiency and productivity. It is just a better customer experience."

"It's very reliable and we haven't had much experience with any downtime or dropped calls, which, of course, is one of the most important things to us. That's been a big win for us."

"Being the president of our organization, I love the secured email because there are a lot of messages that I have to send out that are secure. There have not been any issues with sending the messages or with individuals receiving and viewing them."

"In the future, we may take advantage of LinkLive's video or phone capabilities, but we strictly use text chat now, so I would say that is most valuable to us at the moment."

"LinkLive gives us a central location for our communication channels and that is very important. I can go back and see if someone has a complaint. Although our users are spread out, everything, all the conversations, is housed in one place. I can keep up with the conversations. The interface works wonderfully."

Cons

"We haven't had any issues with the stability of Freshservice. However, we have had some issues with data imports, we have noticed that large amounts of data can get stuck. This is something that we haven't seen in other solutions."

"On the reporting side, when we were doing reporting, one thing that was a bit of a limitation was when you had a data list containing a list of changes that have occurred for the whole time and you had to fit the list onto a page. If the list went over the page, it would just truncate it at the page. You wouldn't get all your data. So, it didn't work. That was one big stand-out for me. What we tended to do was convert things into a more readable format, and then we had more targeted exception reporting, but it would be nice to have a full list of things that could be automatically generated and that can flow over pages."

"You can't implement a complicated delivery workflow. We don't have the same problems with incident and change workflows. It's only for delivery workflow. They have a mechanism for modifying your incident or change workflow. There's a visual interface for that, so there's no reason not to have the same function for request management."

"There is room for improvement in reporting for project management."

"It's hard to interact directly with the users themselves."

"Asset management can definitely be improved because it doesn't pick up every single device on the network or every single piece of information. Some manual information still needs to be entered."

"The product should look at BCM or ServiceNow and see if there are features that would make nice additions. It would help them stay competitive."

"Freshservice has issues around how assets get picked up, requiring a lot of parameter changes within to network to ensure the system discovers everything."

More Freshservice cons

"In our experience, the areas where there could be improvement are training, staff adoption, and getting the staff comfortable with utilizing the complexities of LinkLive, such as screen sharing."

"The onboarding process could be enhanced by providing comprehensive training to all users, not just administrators."

"The notifications for incoming chats could be a little more obvious. Our organization doesn't have a call center, so we don't have someone sitting at the computer waiting for a chat to come in. They're busy with other work."

"Our agents have made some requests for some automated responses and some ways that they could improve the way those get pushed out. Right now, the way that canned responses are set up, they could be set up with as many responses as you want. However, the one thing that they liked from our previous providers is that you could categorize responses. So, if you have a certain area where you might have four or five responses related to one topic, then you could easily just click on the topic and see your responses. That is one area which is not a huge deal, but it gives back those five seconds that you are looking for a response to get more lengthy responses out to a customer. It would be nicer to have that a little bit more available."

"The initial enrollment of employees can be a little bit challenging. It tends to require the need to reach out to Link-Live support to iron out a bug or two."

"I would like to see more video conferencing, some degree of mobile apps, and artificial intelligence. That's the wave of the future with healthcare. Our providers are all on-the-go, so anything that allows them to remain mobile and not have to go to a desk to take a phone call, would be a good addition."

"On the back-office side, it houses email addresses for when you look at the agent hunt groups. I can't use my work email address in my own online banking account because it messes up whether I'm an employee or a customer."

"I would like LinkLive to rework the notification system. There's an audible sound, and an alert pops up on the screen. However, in Microsoft Teams, an unviewed chat message appears red on my taskbar. That doesn't happen in LinkLive. My only enhancement request is to improve the notifications."

Pricing and Cost Advice

"It is good for the price you pay. It has different plans. If you need all features, you need to go for a higher plan. Currently, with the second tier plan, you cannot completely separate the group of agents. So, the agent in each group can see another person's ticket. You also cannot modify the rules based on the viewable, readable stuff and cannot have a custom role in this plan. If you want to do that, you have to go for a higher plan. It works in our case because it doesn't matter if the other group can see our ticket because it doesn't contain anything sensitive. We also didn't need the project or change management features. That's why we didn't go with a higher plan."

"The solution has an annual licensing model."

"Freshservice's licensing costs are pretty good, and it has different categories of pricing based on what modules and features you choose, which gives a lot of flexibility."

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

"Freshservice is a fairly cheap solution. Though monthly payments can be made towards the licensing costs of the solution, my company prefers to make annual payments."

"There are some additional costs but not that many. For example, we have unlimited assets, which is something for which we pay extra. We also paid for additional orchestration. I would rate it a three out of five in terms of pricing. They are right in the middle."

"Its price is great. Its pricing is supposedly a lot less than ServiceNow and other alternatives."

"Freshservice price is competitive, it is not more than other solutions on the market."

More Freshservice pricing and cost advice

"You definitely get more bang for the money with LinkLive.You can get a more expensive product that does what this one does, and possibly more, but for the cost, it works perfectly with our core system."

"The pricing is exceptionally competitive, and the value we receive from LinkLive for the cost is a significant advantage."

"We have been very comfortable with the pricing. We are a smaller financial institution so pricing is always a factor. We feel that we are just getting a ton of value for what we are spending."

"The pricing is fair."

"In terms of cost, LinkLive was similar to other products. I find it reasonable. Its features, for the cost, were a better deal comparatively speaking."

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Top Industries

By visitors reading reviews

Computer Software Company

19%

University

Manufacturing Company

Educational Organization

Computer Software Company

59%

Financial Services Firm

10%

Healthcare Company

Manufacturing Company

Company Size

By reviewers

Large Enterprise

Midsize Enterprise

Small Business

By reviewers
Company Size	Count
Small Business	20
Midsize Enterprise	3
Large Enterprise	12

By reviewers
Company Size	Count
Small Business	7
Midsize Enterprise	1
Large Enterprise	2

Questions from the Community

What do you like most about Freshservice?

The solution has been very helpful engineering insights into the client's environment. We have been able to manage calls and incidence very efficiently which provides us with a clear understanding...

What is your experience regarding pricing and costs for Freshservice?

The solution offers flat licensing and appears to be cost-effective.

What needs improvement with Freshservice?

There is a need for improvement in terms of automatic escalation to the next level if an issue is not resolved. It should optimize and allow customization. Additionally, asset management needs impr...

What do you like most about Revation LinkLive?

The presentation of calls within the applications used to access conference call forwarding is straightforward and user-friendly.

What is your experience regarding pricing and costs for Revation LinkLive?

The pricing is exceptionally competitive, and the value we receive from LinkLive for the cost is a significant advantage.

What needs improvement with Revation LinkLive?

The onboarding process could be enhanced by providing comprehensive training to all users, not just administrators. This would ensure that everyone is well-equipped to utilize the features effectiv...

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Product Reports

Download Freshservice product report

Freshservice

October 2025

Download LinkLive product report

September 2025

Also Known As

Flint

Revation LinkLive

Overview

Freshservice is an intelligent, cloud-native service management solution. It provides efficiency and agility through AI to create a contextual and intelligent experience. The solution also empowers employees to work whenever and wherever they need to work. Freshservice powers integrations and workflows at the enterprise scale, building upon an open platform and marketplace with connectors and APIs that you can extend and customize.

Freshservice Features

Freshservice has many valuable key features. Some of the most useful ones include:

ITIL-aligned processes
Intelligent AI/ML capabilities
Advanced CSAT
Extensible platform
Self-service portal
Smart automations
Service catalog
Effective monitoring and alerting
Out-of-box analytics
Mobile app
Marketplace apps

Freshservice Benefits

There are many benefits to implementing Freshservice. Some of the biggest advantages the solution offers include:

Intelligent service management and customized workflows: Freshservice offers powered bots, automation, and orchestration to help you make management more efficient and gives you the ability to customize all workflows.

Fast time-to-value: Freshservice’s out-of-the-box features help you quickly deploy it and enable easier adoption, at scale.

Minimizes downtime: Freshservice prevents critical issues by identifying the right alerts, collaborating with context, and delivering an enhanced end-user experience.

Extensible: The solution is extensible and allows organizations to access enterprise-scale tools to customize, integrate, and automate business workflows.

Support: Freshservice has 24/7 support so your issues can be addressed around-the-clock.

Boosts productivity: The Freshservice solution helps improve employee productivity. It helps you prioritize work better with real-time custom dashboards.

Reviews from Real Users

Below are some reviews and helpful feedback written by PeerSpot users currently using the Freshservice solution.

A Senior Helpdesk at a non-profit says, “I like the workflow automation capabilities, where based upon certain actions, it will automatically go and route tickets to a particular person. It is fairly user-friendly.”

PeerSpot user Cesar Q., CIO at Grupo Kasto, mentions, “The analytics are very good. The solution offers very nice incident management. The overall functionality of the product is excellent. The change management is helpful. They have an agent that we installed in every single asset. We have the inventory for all assets automatically. Contract management is very valuable for us as an IT department, as we have the information for every single computer across the company. We are starting to use the project management aspects right now. We have different projects and we have all the information in the same solution, in the same place. It makes everything more centralized and easier to access. The user interface is very nice and the solution is easy to use. You don't need to be an expert in order to navigate around and use the product. You don't need to read a lot of manuals in order to figure everything out. It's pretty intuitive.”

A Network Analyst at a real estate/law firm shares, "We find its ability to track what's going on with each request very valuable. We are also able to merge ticket requests and assign them to different groups in the company. We have another department that uses the same system."

Freshworks

LinkLive is an advanced communication platform designed to elevate the way businesses interact with their customers securely, enhance personalized customer engagement and team collaboration. The platform utilizes a combination of human expertise and artificial intelligence (AI) to provide secure communication solutions, and improving operational efficiencies. It was formerly known as Revation Systems.

At its core, LinkLive unifies voice, video, chat, and email communications into a single, integrated platform. This consolidation enables businesses to offer a more cohesive and responsive customer service experience. Users can seamlessly switch between communication modes, ensuring that customer interactions are both flexible and efficient.

LinkLive places a strong emphasis on security and regulatory compliance, making it an ideal choice for sectors such as healthcare, finance, and government, where data protection is paramount. The platform incorporates end-to-end encryption, robust access controls, and audit trails to safeguard sensitive information and comply with industry regulations like HIPAA, GDPR, and more.

Leveraging AI and machine learning, LinkLive offers advanced personalization capabilities. It can analyze customer data in real-time to provide personalized interactions and recommendations. This level of insight helps businesses tailor their services to individual customer needs, enhancing satisfaction and loyalty.

Charles Larsen, a Senior Director at Banner Health, shared with us that LinkLive is "very reliable and we haven't had much experience with any downtime or dropped calls, which, of course, is one of the most important things to us. That's been a big win for us."

Emily Aubele, Quality Assurance Director at United Way of Pennsylvania, shared with us that they chose LinkLive over other vendors, because with LinkLive, "all of the applications are in-house, meaning the chat, the text—everything that you use—is developed and maintained internally by LinkLive. In the other systems, chat, text, and video were all third-party applications."

Sample Customers

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

1. AT&T 2. Verizon 3. T-Mobile 4. Sprint 5. Comcast 6. CenturyLink 7. Vodafone 8. Orange 9. Telefonica 10. BT Group 11. Deutsche Telekom 12. Telstra 13. NTT Communications 14. China Mobile 15. SoftBank 16. SK Telecom 17. Telecom Italia 18. Bell Canada 19. Rogers Communications 20. Telus 21. KDDI 22. Swisscom 23. Telkom Indonesia 24. Singtel 25. Etisalat 26. Ooredoo 27. Turkcell 28. Saudi Telecom Company 29. Telecom Egypt 30. PLDT 31. MTN Group 32. América Móvil