Freshservice vs SymphonyAI IT Service Management comparison

Freshworks and SymphonyAI are both solutions in the IT Service Management (ITSM) category. Freshworks is ranked #5 with an average rating of 8.3, while SymphonyAI is ranked #21 with an average rating of 7.0. Freshworks holds a 4.6% mindshare in ISM, compared to SymphonyAI’s 1.7% mindshare. Additionally, 97% of Freshworks users are willing to recommend the solution, compared to 100% of SymphonyAI users who would recommend it.

Freshservice

Read 38 Freshservice reviews

2,884 Views
1,557 Comparison Views

97% willing to recommend

SymphonyAI IT Service Manag...

Read 5 SymphonyAI IT Service Management reviews

1,271 Views
648 Comparison Views

100% willing to recommend

Freshservice

SymphonyAI IT Service Manag...

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Executive SummaryUpdated on Nov 3, 2024

SymphonyAI IT Service Management and Freshservice are competitors in the IT service management space. Freshservice holds an advantage in the feature category due to its intuitive design and extensive integrations.

Features: SymphonyAI IT Service Management features robust analytics, AI-driven incident management, and advanced automation, appealing to businesses looking for data insights and efficiency gains. Its ability to deliver customized solutions and tackle unique industry-specific needs stands out. Freshservice is renowned for vast app integrations, user-friendly interfaces, and straightforward workflows, making it popular among businesses seeking ease of use and scalability. The product features notifications, flexible configurations, and robust change management.

Room for Improvement: SymphonyAI IT Service Management could improve by enhancing deployment efficiency, offering more straightforward configurations, and expanding integration capabilities. Freshservice, while user-friendly, might benefit from more deepened customization options, larger enterprise scalability, and an expanded feature set for growing organizations.

Ease of Deployment and Customer Service: SymphonyAI IT Service Management involves a detailed setup process, benefiting organizations that need tailored solutions but requiring significant resource investment. Freshservice is praised for rapid deployment and excellent customer support, appealing to companies seeking fast implementation and minimal operational disruption.

Pricing and ROI: SymphonyAI's pricing is lower, providing a strong ROI for firms with basic ITSM needs, particularly those focused on tailor-made solutions. Freshservice, although at a higher price point, offers substantial ROI through its comprehensive features and reduced need for extensive customizations, making it ideal for enterprises looking at scalability and advanced capabilities.

To learn more, read our detailed Freshservice vs. SymphonyAI IT Service Management Report (Updated: December 2025).

Buyer's Guide

Freshservice vs. SymphonyAI IT Service Management

December 2025

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Helped 879,259 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

4th

Ranking in IT Asset Management

5th

Ranking in IT Service Management (ITSM)

5th

Average Rating

8.0

Reviews Sentiment

7.0

Number of Reviews

Ranking in other categories

Project Management Software (9th), Cloud Management (12th), AI IT Support (4th)

SymphonyAI IT Service Manag...

Ranking in Help Desk Software

22nd

Ranking in IT Asset Management

15th

Ranking in IT Service Management (ITSM)

21st

Average Rating

7.8

Reviews Sentiment

7.0

Number of Reviews

Ranking in other categories

No ranking in other categories

Mindshare comparison

As of December 2025, in the IT Service Management (ITSM) category, the mindshare of Freshservice is 4.6%, up from 3.8% compared to the previous year. The mindshare of SymphonyAI IT Service Management is 1.7%, up from 1.4% compared to the previous year. It is calculated based on PeerSpot user engagement data.

IT Service Management (ITSM) Market Share Distribution
Product	Market Share (%)
Freshservice	4.6%
SymphonyAI IT Service Management	1.7%
Other	93.7%

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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Abhishek Bhosle

IT Specialist at Tata AIA

Good ticketing tool but limitations with integration

We use ManageEngine, but it's still pretty new and under development. We used SummitAI for about four years before switching to ManageEngine. There are specific features that were missing in SummitAI that we're hoping to find in ManageEngine. We were informed that ManageEngine was a new ticketing tool with modern and advanced analytics, which would be a better fit than SummitAI with its older engine. Firstly, ManageEngine allows detailed asset inventory per user. I, as a user, can store authentication details like which laptop and mobile I use, for all employees. Secondly, ManageEngine can handle patching, Windows updates, and pushing applications from the server to desktops. Finally, ManageEngine lets us do remote access directly through the tool.

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

"Freshservice has had a significant positive impact, especially when managing AWS-related IT operations by centralizing incident management and automating repetitive tasks."

"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. In one week, you can add change management. It's incredible."

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

"Freshservice is very user-friendly and easy to customize."

"The solution’s timely automated triggers increase our IT team’s productivity."

"The overall functionality of the product is excellent."

"With Freshservice in place, we have reversed the trend of creating tickets."

More Freshservice pros

"The product has the best features for ITSM."

"SummitAI IT Management Suite's chat box feature has reduced our service discount, and because it's intelligent, the responses that go out to the users have improved, and the resolutions are much faster."

"The most valuable feature is remote access. People are working from home, and we can take remote access through it."

"It was easy to access and fast. Our experience using it solely as a ticketing tool. We used fetch reports from the tool, particularly with regard to SLA tracking for our partners."

Cons

"I would suggest that Freshservice enhance its technical capabilities, particularly when it comes to ICT network discovery."

"The most significant area for improvement is consistency across the different modules, as they are inconsistent. It makes me think the modules have different development teams with no consistent approach. From an end-user perspective, I can do certain operations in one module, such as instant management, but not in problem management, for example, and I don't see why that should be the case. It would be good to see more consistency in the development process."

"I experienced some delay in response time for non-function critical queries."

"Freshservice can be improved by enhancing Asset Management or CMDB accuracy."

"The chat portal is not that great."

"We'd like to see a CMDB, a Configuration Management Database, in the future."

"The round robin ticketing feature that they have is not ideal."

"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 improvement."

More Freshservice cons

"Integration was a major limitation with SummitAI."

"SummitAI IT Management Suite's project management and operational management features could be improved."

"There could be flexibility in terms of customization."

"I would like them to add software inventory in the next release. We don't have that right now."

Pricing and Cost Advice

"I can't recall exactly how much we pay, but it is somewhere in the middle compared to the rest of the market. The more we purchase, the cheaper it becomes, and I think the solution offers good value for money."

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

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

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

"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."

"I don't think it's expensive for the US or some European markets. Still, when I used Freshservice in Mexico, some customers found it a bit pricey, especially considering the platform's features. I think the pricing is fair for use in the European market, but it might be perceived differently in Latin America."

"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

"SummitAI IT Management Suite's pricing is a bit expensive."

"We have a regular license."

"The product's cost is average."

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Top Industries

By visitors reading reviews

Manufacturing Company

University

Educational Organization

Computer Software Company

Manufacturing Company

16%

Financial Services Firm

Computer Software Company

Government

Company Size

By reviewers

Large Enterprise

Midsize Enterprise

Small Business

By reviewers
Company Size	Count
Small Business	23
Midsize Enterprise	5
Large Enterprise	13

By reviewers
Company Size	Count
Small Business	1
Midsize Enterprise	6
Large Enterprise	3

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...

See all answers

What is your experience regarding pricing and costs for Freshservice?

Regarding cost savings, switching from previous ITSM tools has led to a 50% reduction in licensing costs, flexibility to scale for different business areas, which included service catalog items, ag...

See all answers

What needs improvement with Freshservice?

See all answers

What do you like most about SummitAI IT Management Suite?

It was easy to access and fast. Our experience using it solely as a ticketing tool. We used fetch reports from the tool, particularly with regard to SLA tracking for our partners.

See all answers

What needs improvement with SummitAI IT Management Suite?

Integration was a major limitation with SummitAI. Features we need are available in ManageEngine, making it a better fit. Secondly, the cost of SummitAI was a challenge. Finally, company policies o...

See all answers

What is your primary use case for SummitAI IT Management Suite?

We mainly used it as a ticketing tool for our IT services. It wasn't bad, but the reporting wasn't great, which is one reason we decided to switch.

See all answers

Comparisons

ServiceNow vs Freshservice

Compared 19% of the time

JIRA Service Management vs Freshservice

Compared 11% of the time

Zendesk vs Freshservice

Compared 10% of the time

Samanage vs Freshservice

Compared 5% of the time

ManageEngine ServiceDesk Plus vs Freshservice

Compared 5% of the time

More Freshservice Competitors

ServiceNow vs SymphonyAI IT Service Management

Compared 41% of the time

Vision Helpdesk vs SymphonyAI IT Service Management

Compared 12% of the time

Scalable Software Asset Vision vs SymphonyAI IT Service Management

Compared 8% of the time

ManageEngine ServiceDesk Plus vs SymphonyAI IT Service Management

Compared 6% of the time

Zendesk vs SymphonyAI IT Service Management

Compared 6% of the time

More SymphonyAI IT Service Management Competitors

Product Reports

Buyer's Guide

Freshservice

December 2025

Download Freshservice product report

Buyer's Guide

IT Service Management (ITSM)

December 2025

Download SymphonyAI IT Service Management product report

Also Known As

Flint

Summus IT Management Suite

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

SymphonyAI provides an AI-powered IT Service Management (ITSM) platform aimed at enhancing IT service delivery efficiency and effectiveness. The platform, SymphonyAI ITSM, offers a unified service portal for streamlined user assistance and incorporates reporting and analytics functionalities to furnish insights into IT service performance. By leveraging artificial intelligence, SymphonyAI aims to optimize ITSM processes, aligning IT services with business needs while ensuring cost efficiency.

SymphonyAI

Sample Customers

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

Magma, Toyota, Evidera, Netik, KPMG, Innodata, ABB, DAIKIN, Toshiba, Emerson, Dell, Pansonic, DBS, PWC, EY, Hexaware Technologies, Deloitte, NEC, Birla Soft, Panasonic, Harman, SBI, Kotak Life Insurance, SREI, Marico, Perfetti, Manipal Hospitals, Maruti Suzuki, Royal Enfield, Toyota, CEAT, ABB, L&T, VIP, Knight Frank, Adithya Birla

Buyer's Guide

Freshservice vs. SymphonyAI IT Service Management

December 2025

Free Report: Freshservice vs. SymphonyAI IT Service Management

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