Finding Your Perfect Fit: Top 5 Alternatives to Freshservice

An enterprise ITSM software should enhance internal processes in the IT department and improve the efficiency of your employees. Generative AI-driven help desk platforms have an edge over traditional ones since they can auto-resolve L1 issues through conversational ticketing, leaving support agents free to take up more complex queries. 

Freshservice is an ITSM solution that simplifies IT service management for businesses. It is a cloud-based solution with an intuitive user interface, self-service capabilities and automated workflows. However, many users have pointed out concerns such as the glitchy ticket scheduler, a lack of interface and workflow customization, and poor implementation and support.

Source: G2

Source: G2

In addition, there is a steep learning curve, and the mobile app has limited functionality. 

Source: G2

Your employees could find it challenging to navigate the different versions of Freshservice made for various types of products. You need a simple, effective tool that is as easy as using MS Teams. 

Here are the top 5 Freshservice alternatives for your ITSM solutions:

Top 5 Freshservice Alternatives to Consider

1. Rezolve.ai

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Rezolve.ai is a modern GenAI-backed AITSM solution deployed via Microsoft Teams. It is designed for enterprises looking to help their employees with instant and personalized assistance. It uses advanced automation to auto-resolve up to 65% of employee tickets and queries. It is the ideal alternative to traditional service desks and chatbot-integrated ticketing systems.  

Key Features 

• GenAI-powered service desk: Employees can chat with the ChatGPT-like chatbot on MS Teams and get answers to their questions. It replaces the traditional approach of emails, calls, and portals and allows the employees to access anything within the chat interface of Teams. You can find company policy documents and employee handbooks, seek assistance with software installation, and so on. 
• GenAI Knowledgebase: The agile GenAI-powered knowledge base trains and improves over time. It learns from websites, SharePoint folders, PDFs, URLs, and offline documents and uses that knowledge to answer employee questions. While Freshservice offers AI capabilities, it does not support knowledge transfer from Sharepoint and websites. It also lacks L1 IT knowledge, which Rezolve.ai integrates so well.  
• Desktop Automation: Rezolve.ai takes pride in offering desktop automation, which many organizations, including Freshservice, do not provide yet. In a traditional setup, agents access the user’s desktop remotely and perform tasks. Rezolve.ai automates routine tasks like software installation, troubleshooting, cache cleaning, laptop setup, and so on without the need for human intervention.
• Conversational ticketing: Rezolve.ai uses the power of GenAI to create tickets upon request, assign them to the right agent, and push notifications as the tickets mature through the pipeline, providing real-time updates. All this happens on MS Teams as a conversation. Freshservice does not provide ticket notifications or general notifications and announcements on MS Teams.  
• Modern Dashboards and Reporting: Rezolve.ai offers a modern dashboard that provides a comprehensive overview of service delivery and service level agreements (SLAs) to IT support agents. It ensures an agile response backed by informed decision-making.  
• Multilingual and multi-department platform: Rezolve.ai supports multiple languages and departments to create a cohesive platform for issue resolution. GenAI’s ability to train on data makes it appropriate for any industry, like education, retail, and healthcare. Its native MS Teams integration ensures employees do not have to access different portals. 

Pros 

• Excellent employee service and implementation support
• Intuitive and customizable user-friendly interface
• Improved agent productivity due to agile knowledge base

Cons 

• No portal for users to sign in and access 

Pricing 

Made available upon request to the sales team

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2. Moveworks

Moveworks is an AI-powered IT support and service operations platform that leverages the capabilities of AI, ML, and NLP to offer automated solutions for IT problems. It aims to improve employee productivity by automating tasks and surfacing information using a conversational interface that seamlessly integrates with various systems like Salesforce and Microsoft. 

Key Features 

• Copilot: This feature offers a unified interface to interact with a wide range of business systems to simplify operations. It offers verified and personalized responses based on your data. It supports 100+ languages across platforms. 
• Enterprise search: This feature harnesses the power of LLM technology to enable fast information search. It scans articles, documents, websites, and data from business systems. 
• Task Automation: This LLM-powered feature supports your operations with AI task automation. It offers pre-built solutions that cover a wide range of employee tasks like password reset, PTO requests, profile updates, etc. 
• Approval workflows: This feature streamlines approvals in the chat platform by consolidating all approvals in one copilot. This helps update tickets, add notes, and initiate custom actions for approval tasks. 

Pros 

• Good customer support service
• Easy to grow a knowledge base and understand knowledge gaps 
• The no-code AI chat is fast and accurate 

Cons 

• Limitations on sourcing of data for self-hosted articles
• It takes time to train the knowledge base. Sometimes, it might not understand the question and provide generic answers.

Pricing

Made available upon request to the sales team

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3. SymphonyAI

SymphonyAI provides tailored solutions for customer engagement, ITSM, asset management, and operational efficiency. It also provides solutions for industry-specific needs, simplifies workflows, and delivers an omnichannel user experience to improve enterprise performance. 

Key Features

• Digital Agent: This feature turns the conversational chat into a digital agent for assisting employees in solving their problems independently. 
• Design studio: It is a unified hub for managing service and asset management apps. It has numerous built-in templates that cover workflows, SLAs, notifications, business rules, and dashboards under one app. 
• SymphonyAI Discovery: This feature provides deep visibility into ITSM and asset management for comprehensive monitoring. It also automates tasks and boosts efficiency by gathering data from multiple sources and devices, keeping business secure by identifying and fixing problems and reducing risks and compliance issues. 
• ITSM: SymphonyAI aims to create a unified and simplified single-service portal for accessing IT services. It consolidates all service needs into a user-friendly platform for enhancing the self-service experience. 

Pros 

• Offers reliable demand forecasting for informed decision-making
• Excels in the retail industry with its extensive experience in optimizing business processes

Cons 

• The platform requires improvement. At times, it makes inaccurate forecasts, which adversely impact user business. 
• Users report technical issues with the platform, leading to unexpected errors that hamper operations.
• The implementation is costly and time-consuming. 
• It requires significant data for effectiveness.

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Pricing

Made available upon request to the sales team

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4. Aisera

Aisera is a personalized and predictive ticketing solution consolidating engagement and intelligence on a single platform. It is a pre-built cloud-native and AI-native ticketing solution to automate service requests and tasks. 

Key Features 

• Workflow support: Aisera offers comprehensive solutions for incident and problem management, change and release management, and request management. It helps create an enterprise-wide optimized workflow. 
• Workflow engine and orchestration: Aisera aims to help enterprises rapidly develop and implement workflow with 1200+ built-in integrations to various applications and a no-code visual studio. 
• Dynamic CMDB: Aisera uses data from incident tickets, change requests, logs, events, and alerts to keep track of configuration items autonomously. It uses this data to ensure an accurate service layout of the assets. 
• Virtual assistant (VA) and conversational AI: Aisera’s VA and conversational AI enables human-like interaction in multiple languages through intent matching, intent ambiguity, context switching, awareness, and exception handling. 

Pros 

• User-friendly interface that is easy to navigate
• Swift onboarding with guidance from the customer support team

Cons 

• Some users find it difficult to use some parts of the app effectively. 
• Users feel the need to improve reporting capabilities and add the option for auto-emailing scheduled reports.

Pricing 

Made available upon request to the sales team

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5. Tikit by Cireson

Tikit is an ITSM tool developed to help organizations streamline their IT operations. It integrates with the Microsoft ecosystem and helps businesses automate their critical business processes across MS Cloud.

Key Features 

• Easy ticket creation: Tikit offers easy ticket creation from Teams chat and emails.
• M365 integration: Existing users of M365 can log in seamlessly once and assign user roles in minutes. 
• Chat to ticket: This feature allows you to turn chats into tickets within MS Teams when employees need assistance. 
• Ticket management across workspace: The seamless integration with M365 ensures you can work from anywhere—desktop, web, app, mobile, etc. 
• Prioritization preference for value delivery: This allows you to streamline your workday with rule-based and event-based workflows that help prioritize requests. 

Pros 

• User-friendly and easy to use
• Offers seamless customization. You can tailor the Analyst portal based on your needs. 

Cons 

• Users report issues with the web backend and experience frequent logouts when clicking the link. This affects the overall user experience. 
• Users also report that the escalation setting is not flexible, making it difficult to prioritize tickets that need immediate attention. 

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Pricing 

• Microsoft Teams Ticketing: Starts at $16 per agent per month with a minimum of 3 agent requirements. 
• Microsoft 365 Service Desk: Starts at $24 per agent per month with a minimum of 3 agent requirements.
• Microsoft 365 ITSM: Starts at $34 per agent per month with a minimum of 3 agents.

Endnote – Choosing Freshservice Alternatives

When you explore Freshservice competitors, you must look for a solution that addresses its disadvantages. An ITSM solution should facilitate a seamless employee experience, and Rezolve.ai is one of the most promising options with its modern GenAI service desk solution. 

For example, with Freshservice, you get limited knowledge uploading options to train your GenAI. But with Rezolve.ai, you obtain knowledge ingestion from multiple sources like SharePoint, websites, and PDFs. Rezolve.ai does not create another platform. Instead, it integrates into your familiar MS Teams. You save time learning the platform and can start using it right away. 
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You can take a personalized demo to see how Rezolve.ai seamlessly integrates with your needs!