- Integrates with Siit
- Comprehensive ITSM feature set
- Deep integration with Atlassian ecosystem
- Powerful automation and AI capabilities
- Strong security and compliance features
- Steep learning curve and complex interface
- Advanced features locked by pricing tiers
- Heavy customization for advanced configurations
- Performance issues reported with large datasets
- Slower support response times for standard plans
Jira Service Management
Pricing
- Integrates with Siit
- Handles complex enterprise processes at scale
- Strong governance and compliance capabilities
- Unified service management across all departments
- Extensive reporting and analytics for enterprise requirements
- High level of implementation complexity
- Premium pricing structure
- Heavy training and change management needs
- Overly-complex for some customers
- Risk of vendor lock-in
ServiceNow
Pricing
- Comprehensive feature set
- Scalable architecture
- Intuitive design reduces training time and enables quick adoption
- Extensive marketplace and API capabilities
- Pre-trained customer service AI with minimal setup
- Consistent uptime and stability
- Advanced features require higher-tier plans
- Customization and workflow automation needs technical expertise
- Basic plans restrict access to advanced reporting
- Workforce management features require additional subscriptions
- Extensive customization may lead to compatibility issues
Zendesk
Pricing
- Significantly lower cost compared to enterprise alternatives
- Core ITSM feature set included in base pricing
- Strong asset management and inventory tracking
- Customization options vary by tier
- Flexible deployment across cloud and on-premises
- Initial configuration and customization require significant technical expertise
- Some modules have dated interfaces compared to modern SaaS alternatives,
- Varying user experiences across products
- Extensive feature sets can overwhelm smaller teams
- Dedicated training needed for optimal utilization
ManageEngine
Pricing
IT teams everywhere know the feeling: you signed up for strategic technology work, but you're drowning in manual workflows and cross-departmental coordination chaos. While Freshservice has helped streamline many operations, some teams have encountered challenges with advanced workflow customization and integration, particularly on lower-tier plans.
Growing companies especially struggle with Freshservice's per-agent pricing model that scales unpredictably, workflow automation that falls short of complex business needs, and integration gaps that force teams to become the "human API" between departments.
Top Alternatives to Freshservice
When IT teams outgrow Freshservice's limitations, they typically evaluate platforms that excel in automation, customization, or cross-departmental workflow orchestration. Here's how the leading alternatives stack up across key differentiators:
Alternative #1—Siit
Siit stands out as the first service desk built for Slack and Microsoft Teams, eliminating the portal adoption friction that plagues legacy ITSM tools. Unlike traditional platforms that force teams into rigid, IT-centric workflows, Siit enables complete cross-departmental process orchestration—handling requests from submission through approvals, system updates, and notifications, all within the communication tools teams already use daily.
The platform particularly appeals to solo IT teams (1-3 people supporting 50-200 employees) drowning in routine requests and organizations frustrated with being the "human API" between IT, HR, Finance, and Operations departmjiraents.
What Does Siit Do
Siit provides AI-powered internal service management that orchestrates complete business processes across IT, HR, Finance, and Operations—directly within Slack and Microsoft Teams. The platform automates routing, approvals, and system updates while maintaining visibility through a centralized dashboard.
Siit Differentiators
- Slack and Teams-native ticketing eliminates portal adoption friction entirely
- Cross-departmental process orchestration handles workflows spanning IT, HR, Finance, and Operations
- Admin-only pricing model (no charges for end users or approvers) costs 50% less than traditional ITSM platforms
- AI-powered automation handles level 1 requests through conversational workflows
- Zero training required—works where teams already communicate daily
- Built-in CMDB and 50+ native integrations (Okta, Jamf, BambooHR, Google Workspace)
Siit Pros
- Instant deployment without training—teams start using immediately in Slack or Teams
- Admin-only pricing structure dramatically reduces costs compared to per-agent licensing
- Eliminates manual coordination between departments with automated process orchestration
- Modern interface requires zero adoption effort—employees use existing communication tools
- AI handles routine requests automatically, freeing IT teams for strategic work
Siit Pricing
- Free Trial: 14 days with full feature access
- Pricing: $23-89/admin/month (admin-only pricing—no charges for end users, approvers, or department members)
- Custom Enterprise: Tailored pricing for unique organizational requirements
- All plans include unlimited end users, Slack/Teams integration, AI automation, and native integrations with core business systems
- Often 50% cheaper than legacy ITSM platforms due to admin-only licensing model
Alternative #2—Jira Service Management
Jira Service Management stands out as the DevOps-first ITSM platform that bridges the gap between IT operations and software development workflows. Built on Atlassian's proven foundation, it offers deep integration with development tools like Jira Software, Confluence, and Bitbucket, making it ideal for technology companies where IT and development teams collaborate closely.
The platform excels at incident response, change management, and problem tracking with agile methodologies baked into every workflow. Unlike Freshservice's rigid structures, Jira Service Management provides extensive customization options through its marketplace of add-ons and flexible workflow builder that can adapt to complex organizational processes.
What Does Jira Service Management Do
Jira Service Management handles incident, problem, change, and asset management, with agile development practices integrated throughout.
Jira Service Management Differentiators
- Native integration with the Atlassian suite (Jira Software, Confluence, Bitbucket)
- Agile-native workflow design with sprint integration and kanban boards
- Extensive marketplace with 3,000+ apps and integrations
- Advanced automation rules that trigger across multiple Atlassian products
- Development-aware incident response with code deployment tracking
Jira Service Management Pros
- Integrates with Siit
- Seamless connection between ITSM and software development lifecycles
- Highly customizable workflows without requiring extensive technical expertise
- Strong reporting and analytics with custom dashboard creation
- Robust API and integration ecosystem for connecting with modern tools
How Jira Service Management Works with Siit
Jira Service Management integrates with Siit through advanced field mapping and bi-directional sync, allowing teams to handle routine requests in Slack while maintaining visibility in Jira dashboards. Siit can automatically create JSM tickets for complex issues while handling tier-1 requests autonomously, giving teams the best of both worlds: executive-level reporting in Jira and employee-friendly service in Slack.
Jira Service Management Pricing
- Free: Up to 3 agents with basic ITSM features
- Standard: $20/agent/month with automation and integrations
- Premium: $47/agent/month with advanced reporting and SLA management
- Enterprise: Custom pricing with unlimited storage and advanced security
Alternative #3—ServiceNow
ServiceNow represents the enterprise standard for ITSM platforms, offering unmatched depth and scalability for large organizations with complex IT environments. Built for companies requiring rigorous governance, compliance, and multi-departmental workflow orchestration, ServiceNow provides a comprehensive Configuration Management Database (CMDB), advanced workflow automation, and enterprise-grade security features.
The platform excels at handling sophisticated approval processes, asset lifecycle management, and cross-functional service delivery that spans IT, HR, facilities, and other departments. While ServiceNow requires significant implementation effort and dedicated administrators, it delivers unparalleled customization and integration capabilities for organizations that need enterprise-scale ITSM functionality.
What Does ServiceNow Do
ServiceNow provides Enterprise Service Management encompassing IT, HR, customer service, and facilities management in an integrated system.
ServiceNow Differentiators
- Comprehensive CMDB with automated discovery and dependency mapping
- Advanced workflow orchestration across IT, HR, Finance, and Operations
- Enterprise-grade security with SOC 2, FedRAMP, and industry-specific compliance
- AI-powered automation with predictive analytics and machine learning
- Modular platform that scales from ITSM to complete business process automation
ServiceNow Pros
- Integrates with Siit
- Unmatched scalability for organizations with thousands of employees
- Deep customization capabilities for complex business requirements
- Extensive integration ecosystem with enterprise applications
- Comprehensive audit trails and compliance reporting
How ServiceNow Works with Siit
ServiceNow integrates with Siit to combine enterprise-grade ITSM capabilities with Slack-native automation. Siit handles routine requests directly in Slack while maintaining full visibility in ServiceNow's comprehensive dashboards, ensuring compliance requirements are met while dramatically improving employee experience.
ServiceNow Pricing
- Custom pricing based on organizational needs and contract negotiations
- Pricing varies by modules, number of users, and deployment requirements
- Implementation and professional services are typically required
- Annual contracts with enterprise-level support agreements
- Contact sales for a detailed quote tailored to specific business needs
Alternative #4—Zendesk
Zendesk bridges the gap between internal IT service management and external customer support, offering a unified platform that excels at multichannel communication and AI-powered request routing. The platform's strength lies in its intuitive user interface, robust self-service capabilities, and advanced analytics that provide deep insights into support operations.
Zendesk's AI features automatically classify tickets, suggest responses, and route requests to the most qualified agents, significantly reducing resolution times. Unlike Freshservice's limited channel options, Zendesk allows agents to manage email, chat, phone, social media, and web portal interactions from a single interface, making it ideal for organizations that need to handle both employee support and customer service efficiently.
What Does Zendesk Do
Zendesk provides omnichannel support ticketing, knowledge management, and customer service automation for internal and external use cases.
Zendesk Differentiators
- AI-powered ticket routing and automated response suggestions
- Unified agent workspace for managing all communication channels
- Advanced analytics with customizable dashboards and reporting
- Extensive marketplace with 1,500+ apps and integrations
- Strong self-service capabilities with AI-enhanced knowledge bases
Zendesk Pros
- Integrates with Siit
- Excellent for organizations managing both internal and external support
- Intuitive interface reduces training time and improves agent productivity
- Comprehensive multichannel support with seamless channel switching
- Strong automation capabilities for routine workflows
How Zendesk Works with Siit
Zendesk integrates with Siit to combine multichannel ticketing capabilities with Slack-native automation. Siit can handle routine requests directly in Slack while escalating complex issues to Zendesk's full support infrastructure, maintaining ticket continuity and ensuring no requests fall through the cracks.
Zendesk Pricing
- Suite Team: $55/agent/month for essential features
- Suite Growth: $89/agent/month with advanced automation
- Suite Professional: $115/agent/month with AI and custom analytics
- Suite Enterprise: Custom pricing (around $169/agent/month) with advanced security
Alternative #5—ManageEngine ServiceDesk Plus
ManageEngine ServiceDesk Plus delivers comprehensive ITSM functionality at significantly lower price points than enterprise alternatives, making it attractive for cost-conscious organizations that need robust incident management, asset tracking, and change management without enterprise-level investment.
The platform offers flexible deployment options (cloud, on-premises, or hybrid), giving organizations control over where their data resides. While the base tier provides essential ITSM features, advanced capabilities like comprehensive asset management, project management integration, and advanced automation are available in higher-tier plans, allowing teams to scale functionality as needs grow.
What Does ManageEngine ServiceDesk Plus Do
ManageEngine ServiceDesk Plus provides incident, problem, change, asset, and project management integrated in one platform.
ManageEngine ServiceDesk Plus Differentiators
- Automated asset discovery
- Flexible deployment options (cloud, on-premises, or hybrid)
- Integrated project management with ITSM workflows (available in higher tiers or as add-ons)
- Advanced automation capabilities (available in Enterprise edition)
- Comprehensive mobile apps for technicians and end-users
ManageEngine ServiceDesk Plus Pros
- Significantly lower cost compared to enterprise alternatives
- Core ITSM feature set included in base pricing
- Strong asset management and inventory tracking
- Customization options vary by tier
- Flexible deployment across cloud and on-premises
ManageEngine ServiceDesk Plus Pricing (2025)
- Free: Up to 5 technicians with basic functionality
- Standard: $13/technician/month with core ITSM features
- Professional: $27/technician/month with asset management and moderate automation
- Enterprise: $67/technician/month with full feature set
- Custom pricing available for large deployments or specific configurations
How Siit Supports ITSM Platforms
Siit works as a unified orchestration layer across ITSM platforms like Jira Service Management, ServiceNow, and Zendesk, connecting them with existing business systems through intelligent workflow automation. Through advanced field mapping and bi-directional synchronization, Siit maintains data consistency across platforms while enabling employees to get help instantly through familiar chat interfaces.
The platform's smart routing ensures complex issues reach specialized tools while simple requests get resolved automatically, eliminating the manual handoffs between IT, HR, Finance, and Operations that can consume significant team capacity. This creates operational efficiency that scales with organizational growth.
