Freshservice vs xMatters comparison

Why PeerSpot?

Freshworks and Everbridge are both solutions in the IT Alerting and Incident Management category. Freshworks is ranked #14 with an average rating of 8.3, while Everbridge is ranked #12. Freshworks holds a 1.8% mindshare in IMS, compared to Everbridge’s 4.2% mindshare. Additionally, 97% of Freshworks users are willing to recommend the solution, compared to 96% of Everbridge users who would recommend it.

Freshservice

Read 40 Freshservice reviews

11,703 Views
702 Comparison Views

97% willing to recommend

xMatters

Read 31 xMatters reviews

3,275 Views
2,915 Comparison Views

96% willing to recommend

Freshservice

xMatters

Comparison Buyer's Guide

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Executive Summary

We performed a comparison between Freshservice and xMatters 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. xMatters Report (Updated: September 2026).

Buyer's Guide

Freshservice vs. xMatters

September 2026

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Helped 916,117 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

14th

Average Rating

8.2

Reviews Sentiment

6.9

Number of Reviews

Ranking in other categories

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

xMatters

Ranking in IT Alerting and Incident Management

12th

Average Rating

8.8

Reviews Sentiment

7.5

Number of Reviews

Ranking in other categories

No ranking in other categories

Mindshare comparison

As of October 2026, in the IT Alerting and Incident Management category, the mindshare of Freshservice is 1.8%, up from 0.9% compared to the previous year. The mindshare of xMatters is 4.2%, down from 6.7% compared to the previous year. It is calculated based on PeerSpot user engagement data.

IT Alerting and Incident Management Mindshare Distribution
Product	Mindshare (%)
xMatters	4.2%
Freshservice	1.8%
Other	94.0%

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

Dean-Robinson

Sr. Developer at a media company with 10,001+ employees

A versatile solution with excellent logging capabilities that reduced our time to resolve

The reporting functionality could be improved, though I know that's something xMatters, inc. is working on. For example, sometimes I need to go into the platform and find users who aren't in groups that have been created recently, haven't logged in and so on. Previously, this was hard work, but they added loads of filters, making it more accessible. Still, the ability to create custom-designated reports that I could run and schedule would be fantastic for me. It would be good if they keep improving the reporting functionality, as it can be somewhat restrictive sometimes. There are a couple of improvements that xMatters could make to the incident hub, where we can manage high-priority incidents. More sharing capability between collaborating incident managers would be good to see, including the ability to whiteboard. That would allow them to share and sketch out ideas while looking for a solution. Those two features are essential, and that's why we want to use the solution in conjunction with Everbridge because xMatters doesn't have them.

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 have definitely seen a return on investment based on the use cases we have implemented."

"Its ease of use is fantastic. It is just above and beyond, especially when you compare it to something like Cherwell, Salesforce, or anything like that. It is on its own level. It is so easy to administer. The way everything is organized and the way it builds its own documentation is very good."

"Ultimately, we saw a 77% reduction in average resolution times with a return on investment realized within 6 months."

"My advice for others looking into using Freshservice is that it is a very great tool, as it saves your time, your money, and your team efforts."

"It allows for customization and offers a broad feature set."

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

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

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

More Freshservice pros

"The integration possibilities that xMatters offers are very good, with a lot of integrations built within the applications that are just plug and play, which is massively beneficial for us."

"We saw the value by being able to import everyone's schedule into one common central repository and have one tool for all the operational teams, or any team for that matter. It gave us the technology to find out who is on call. The incident management of xMatters' integration was another key aspect, where we could say, "You can configure this when a high ticket fires.""

"That automation is the critical aspect of xMatters. Without those workflows, then we would have a system that maintains an on-call schedule in Excel. So xMatters provides the notification workflow and ensures you're notifying the right person at the right time."

"xMatters stood out to us during our research because of the versatility of its rotas, how we could set up various group rotas, different shift patterns, the ability to order devices and add personal devices etc. It's a much more flexible solution than ServiceNow, the in-house tool we also evaluated."

"The ability to have the rota and then configure notifications that you can directly fire them into the group is most valuable. The India shift is from 2:00 AM to 9:00 AM, and then it is the UK shift from 9:00 AM to 5:00 PM UK time, and then there is also a defined US shift and on-call hours. It allows us to make sure that everyone is going to get notified when they need to be about an issue. We can target specific locations or users with notifications."

"The automated callouts, without a doubt, are most valuable. They have been a huge gain for our company. Previous to xMatters, there was no real management of the on-call resources or rotas. So, having that centralized and automated has been a huge gain."

"By adding the ServiceNow integration, we have been able to page support groups for critical incidents and move scheduling from ServiceNow into xMatters, offering more control to our support groups."

"The customer service is quite responsive, they are quick to answer your calls or emails, and they do provide good support."

More xMatters pros

Cons

"While the dashboards are effective, some users find custom reporting limited compared to ServiceNow or Jira."

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

"The chat portal is not that great."

"There are some limitations in reporting. For example, I would like to have a report of conversations or replies."

"Freshservice has an AI agent that needs improvement for finding knowledge base articles."

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

"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

"I would like xMatters to provide users with the capability of administering it on their own. I do a lot of hand-holding with them."

"Additional built-in integrations with other applications would be an area of improvement."

"We have to create an Excel sheet for onboarding users and then upload it. But if an employee resigns, we don't have any checkpoints to validate whether the user is still active or not. We have to do that manually every week: Check who has left the organization, and do a cross-check, whether this person had any licenses or signed in to xMatters."

"They recently released an incident module that allows users, or at least teams, to track major incidents and other things, and you can send out communication via that one webpage. You can engage on-call teams and communicate to stakeholders as well, but one thing that is missing there is a group chat. If there is a group chat on the same webpage that all of the support teams could use, it would be a one-stop shop that all of the major incident managers would use as their product to manage a major incident. Without that, at the moment, they are mainly referring to teams and then adding data into xMatters as and when they can."

"We cannot go back in time to check out the previous schedules that we had. We can only see them moving forward. I wish we were able to go back and see the previous schedules that we had. That's the biggest thing."

"A lot of the issues that we've had have already been addressed. However, they could be clearer with the actual throughput and the costs. The throughput that we signed up for was a lot lower than what we needed, and we had to pay a lot more to get the throughput that we needed."

"In terms of restoration, if you delete something, or you have multiple users that have the ability to delete a group, a user profile, or a workflow, the ability to restore it within the GUI is not available. There are a whole bunch of programs that are required to allow for that to happen. A button to go back to a good point in time would be really nice. A lot of other tools have a better backup and restoration solution, but xMatters is a little bit short on that. They have about 95% solution available, but the other 5% requires manual effort. We would like to be able to just push a button and say, "I want to restore this piece back to this date," but we can't do that with the tool right now."

"It took me awhile to get used to whatever was available in the interface. The interface from two years ago was a bit more confusing when looking at where you should go"

More xMatters cons

Pricing and Cost Advice

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

"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."

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

"Compared to other tools, Freshservice is affordable."

"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."

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

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

"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

"Then, in pricing, you are limited on your number of SMS messages that you can send a month and the licensing cost annually."

"You pay for the user, not the number of alerts. Therefore, xMatters provides a better ROI, if you can leverage it for notifications based on alerts from other monitoring tools. "

"You should perhaps arrange an evaluation or trial to just test it out. Get your feet wet. That is so important. If you don't try it, then you won't know."

"I would definitely say it's worth the value. I wouldn't say it's expensive, but most people who pick xMatters are not going to select xMatters based on price. There are other lower-priced competitors that are out there. But I would say for what we're getting, it's worth the money."

"It feels like good value in the sense that the service is excellent. The people above me who look at such things have renewed it a couple of times, and I think they would have thought whether it was good value, whether it was wildly overpriced, or whether there were better and cheaper alternatives. So, from that perspective, the pricing is fair and proper."

"I don't make the decisions on the cost aspect. We haven't had any complaints. I think it has a reasonable price."

"If the licensing were cheaper, our customer might buy more."

"There's a significant difference between a full license, which allows people to respond to and acknowledge receipt of messages, and a more scaled-down license, which just allows people to see the notification. So we need to evaluate what license they need when onboarding new users because the full license is significantly more expensive."

More xMatters pricing and cost advice

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Top Industries

By visitors reading reviews

Manufacturing Company

11%

Construction Company

10%

Outsourcing Company

10%

Comms Service Provider

Financial Services Firm

13%

Construction Company

10%

Manufacturing Company

Performing Arts

Company Size

By reviewers

Large Enterprise

Midsize Enterprise

Small Business

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

By reviewers
Company Size	Count
Small Business	4
Midsize Enterprise	2
Large Enterprise	24

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.

See all answers

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 ...

See all answers

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...

See all answers

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Comparisons

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Compared 10% of the time

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Compared 5% of the time

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Compared 4% of the time

BMC Helix ITSM vs Freshservice

Compared 3% of the time

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Compared 23% of the time

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Compared 16% of the time

Everbridge IT Alerting vs xMatters

Compared 15% of the time

FireHydrant vs xMatters

Compared 8% of the time

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Product Reports

Buyer's Guide

Freshservice

October 2026

Download Freshservice product report

Buyer's Guide

xMatters

September 2026

Download xMatters product report

Also Known As

Flint

xMatters IT Management

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

xMatters provides robust automated notifications and incident management, enhancing alerting and critical IT incident handling with seamless integrations, ensuring timely communications.

xMatters is designed for efficient incident management and streamlined IT alerting. It offers flexibility through integrations with ServiceNow, Slack, and others, enhancing communication and workflow management during critical events. Users highlight the SaaS model, customizable on-call scheduling, and effective communication tools. These features reduce incident response times, enhance message delivery, and support team collaboration across platforms.

What features make xMatters stand out?

REST API Automation: Facilitates seamless integration and automation.
Intuitive UI: Simplifies the user experience for managing workflows.
Workflow Builder: Enhances customization for incident processes.
Integration Flexibility: Supports various tools like ServiceNow and Slack.
Customizable Scheduling: Offers tailored on-call schedules and escalation paths.
Automated Notifications: Streamlines incident response times.
Robust Logging: Ensures reliability in tracking system activities.
Device Management: Offers comprehensive control over notification devices.
Self-Service Capabilities: Empowers users in managing their alerts and settings.
Conference Bridging: Facilitates communication during incident resolution.

What benefits should users consider in reviews?

Operational Efficiency: Enhanced by seamless integrations.
Improved Incident Response: Driven by automated notification and escalation pathways.
User Empowerment: Through self-service and device management features.
Accessibility: Enabled by a SaaS-based infrastructure.
Collaboration: Boosted through messaging and conference features.

xMatters supports industries in managing IT incidents and emergency notifications. Teams prioritize alerts, maintain on-call schedules, and automate response workflows, particularly integrating with tools like ServiceNow for critical event handling. Its application in infrastructure monitoring and proactive engagement is notable across sectors.

Everbridge

Sample Customers

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

Over 2.7 million users trust xMatters daily at successful startups and global giants including athenahealth, BMC Software, Box, Credit Suisse, Danske Bank, Experian, NVIDIA, ViaSat and Vodafone. xMatters is headquartered in San Ramon, California and has offices worldwide. Visit our website to see how business like yours found solutions with xMatters.

Buyer's Guide

Freshservice vs. xMatters

September 2026

Free Report: Freshservice vs. xMatters

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