Freshservice vs Rootly comparison

Read 4 Rootly reviews

1,329 Views
1,329 Comparison Views

100% willing to recommend

Freshservice

Comparison Buyer's Guide

Download the report

Executive Summary

We performed a comparison between Freshservice and Rootly based on real PeerSpot user reviews.

Find out in this report how the two IT Alerting and Incident Management solutions compare in terms of features, pricing, service and support, easy of deployment, and ROI.

To learn more, read our detailed Freshservice vs. Rootly Report (Updated: August 2026).

Freshservice vs. Rootly

Download the complete report

Helped 909,725 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 Alerting and Incident Management

15th

Average Rating

8.2

Reviews Sentiment

6.9

Number of Reviews

Ranking in other categories

Help Desk Software (7th), Project Management Software (12th), Cloud Management (15th), IT Asset Management (6th), IT Service Management (ITSM) (8th), Configuration Management Databases (5th), AI IT Support (5th)

Rootly

Ranking in IT Alerting and Incident Management

5th

Average Rating

8.0

Reviews Sentiment

5.6

Number of Reviews

Ranking in other categories

No ranking in other categories

Mindshare comparison

As of August 2026, in the IT Alerting and Incident Management category, the mindshare of Freshservice is 1.6%, up from 1.0% compared to the previous year. The mindshare of Rootly is 3.1%, down from 10.0% compared to the previous year. It is calculated based on PeerSpot user engagement data.

IT Alerting and Incident Management Mindshare Distribution
Product	Mindshare (%)
Rootly	3.1%
Freshservice	1.6%
Other	95.3%

IT Alerting and Incident Management

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.

Read full review

Luis Vasconcelos

System Architect at CI&T

Centralized incident workflows have improved visibility and streamlined communication across teams

Rootly helps me handle those issues by using a predefined template to define roles inside the workflow and utilizing a basic flow, which is very short in its lifecycle. The most powerful feature of Rootly is its visibility; we can create a dashboard and integrate with Slack and Jira, for example, automating many steps in the follow-up process, which helps to centralize all communications around issues. The best features Rootly offers include communication capabilities, particularly the integration with Slack, which stands out for me because it allows for very clean and direct communication with all clients and even with the resolution area. The Slack integration helps my team by creating a specific resolution group and an automation channel inside Slack once an incident is opened in Rootly, ensuring that everyone knows when a new incident arises. It is not just a notification; we create a group where all the relevant people can help solve the issue quickly. The workflow capability of Rootly to create flows is another key feature for our operation, allowing us to establish specific rules for incidents in Jira or manage the metrics we need during the incident lifecycle, effectively automating many manual processes. Rootly has positively impacted my organization, and we have measured its impact by analyzing the number of incidents we handle over a period. With the strategic approach of putting everyone in a Slack group to resolve incidents, we have reduced the percentage of incidents created in a month by thirty percent during the first three months of using Rootly. Other positive outcomes include time savings and improvements in collaboration; the groups inside Slack enable people to communicate across different areas and work directly with client operations, creating synergy and a strong integration between teams.

Read full review

Quotes from Members

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

Pros

"We like the mail tickets on offer; it is something we love, and there are workflows that are working quite well, with multiple queues and resolution groups, and the solution has been stable."

"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."

"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."

"The overall functionality of the product is excellent."

"The portal is straightforward for the end-user, but that's not the best part of Freshservice; integration is the part that's interesting because it's easy to set up a process, it's extremely simple to integrate, and in one week, you can add change management, which is incredible."

"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."

"One of the key benefits of Freshservice is license management."

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

More Freshservice pros

"Rootly has positively impacted our organization because, in comparison to ObsGenie, the tool we used before Rootly, it is much more user-friendly, including the user interface and the whole approach to alerting and routing these alerts."

"Rootly has positively impacted my organization by saving time with manually adding timelines, as they are already built in when timelines are added in Slack through integration."

"Rootly has positively impacted my organization by allowing us to receive the on-call alerts successfully, whereas before Rootly, we had issues missing alerts."

"With the strategic approach of putting everyone in a Slack group to resolve incidents, we have reduced the percentage of incidents created in a month by thirty percent during the first three months of using Rootly."

Cons

"The ability to customize the user interface is a bit lacking, and the reporting is a bit lacking because they're very stringent upon what you can pull reporting-wise within Freshservice."

"Their analytics need improvement."

"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."

"Currently, we can have only one plan per subscription. All users have to be on the same plan."

"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 could improve the delegation and workflow management features."

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

"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."

More Freshservice cons

"The integration process could be easier, perhaps with the addition of AI to facilitate smoother integrations with other applications, especially since those who manage integrations often need technical knowledge about web services and single sign-on processes, which can be challenging for non-technical users."

"Regarding Rootly's AI capabilities, we had one incident when we lost alerting generally because Rootly crashed, and we did not like it."

"There are a few areas where Rootly can be improved."

Pricing and Cost Advice

"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."

"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."

"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."

"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."

"One of the key benefits of Freshservice is license management. Asset management has the possibility to keep track of licenses and that's very useful. The price of the solution is very good."

"The solution has an annual licensing model."

"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."

More Freshservice pricing and cost advice

Information not available

See which vendors are best for you

Use our free recommendation engine to learn which IT Alerting and Incident Management solutions are best for your needs.

See recommendations

909,725 professionals have used our research since 2012.

Top Industries

By visitors reading reviews

Construction Company

11%

Manufacturing Company

10%

University

Comms Service Provider

Performing Arts

28%

Comms Service Provider

Financial Services Firm

Transportation Company

Company Size

By reviewers

Large Enterprise

Midsize Enterprise

Small Business

By reviewers
Company Size	Count
Small Business	24
Midsize Enterprise	5
Large Enterprise	16

No data available

Questions from the Community

What is your experience regarding pricing and costs for Freshservice?

I cannot comment much on the pricing, setup cost, and licensing for Freshservice as it was already preset up in my company.

What needs improvement with Freshservice?

I believe Freshservice can be improved by offering more advanced features and customizability. In terms of improvements, I suggest enhancing performance for larger networks and addressing workflow ...

What is your primary use case for Freshservice?

In Freshservice, I typically use it for day-to-day tasks. A quick, specific example of how I use Freshservice in my daily work includes getting some incidents, working on service requests, and hand...

What is your experience regarding pricing and costs for Rootly?

Regarding my experience with pricing, setup cost, and licensing, we got a license for one year. Generally, it is great and the price is great, and that is the reason we chose Rootly. The only thing...

What needs improvement with Rootly?

There are a few areas where Rootly can be improved. More customization options for postmortem templates and reports would be helpful. Enhancing search functionality to make it easier to locate hist...

What is your primary use case for Rootly?

I use Rootly every day to manage the end-to-end incident lifecycle. When a critical incident is reported, I create or join an incident on Rootly, assign the appropriate severity, and engage the req...

ServiceNow vs Freshservice

Comparisons

Compared 11% of the time

Zendesk vs Freshservice

Compared 8% of the time

JIRA Service Management vs Freshservice

Compared 6% of the time

Samanage vs Freshservice

Compared 4% of the time

Device42 vs Freshservice

Compared 4% of the time

More Freshservice Competitors

FireHydrant vs Rootly

Compared 28% of the time

PagerDuty Operations Cloud vs Rootly

Compared 20% of the time

Blameless vs Rootly

Compared 17% of the time

Opsgenie vs Rootly

Compared 15% of the time

AlertOps vs Rootly

Compared 12% of the time

More Rootly Competitors

Product Reports

Freshservice

Download Freshservice product report

Download Rootly 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

Rootly is an essential tool for effectively addressing and managing incidents within any system or organization. With quick and reliable incident alerts, comprehensive incident management capabilities, and efficient problem-solving features, Rootly helps users to identify, prioritize, and resolve incidents, resulting in improved system reliability and reduced downtime. The solution is highly regarded for its reliability, excellent customer support, and overall value to users.

Sample Customers

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

* **Atlassian** * **Cisco** * **Databricks** * **DigitalOcean** * **Google Cloud** * **IBM** * **JetBlue** * **LinkedIn** * **Lyft** * **Microsoft** * **MongoDB** * **Netflix** * **Pinterest** * **Qualcomm** * **Red Hat** * **Salesforce** * **Spotify** * **Square** * **T-Mobile** * **Twitter** * **Uber** * **VMware** * **WeWork** * **Workday** * **Xerox** * **Zoom**

Freshservice vs. Rootly