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Freshservice vs HaloITSM comparison

 

Comparison Buyer's Guide

Executive SummaryUpdated on Nov 3, 2024

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 Service Management (ITSM)
5th
Average Rating
8.0
Reviews Sentiment
6.9
Number of Reviews
35
Ranking in other categories
Help Desk Software (8th), Project Management Software (12th), Cloud Management (15th), IT Asset Management (6th)
HaloITSM
Ranking in IT Service Management (ITSM)
15th
Average Rating
9.0
Reviews Sentiment
7.8
Number of Reviews
3
Ranking in other categories
No ranking in other categories
 

Mindshare comparison

As of April 2025, in the IT Service Management (ITSM) category, the mindshare of Freshservice is 4.5%, up from 4.5% compared to the previous year. The mindshare of HaloITSM is 2.8%, up from 1.1% compared to the previous year. It is calculated based on PeerSpot user engagement data.
IT Service Management (ITSM)
 

Featured Reviews

Trilochana Gouda - PeerSpot reviewer
Smooth incident management and easy to use while needing better escalation management
We are using Freshservice for the IT ticketing system for business users We use the ticketing system primarily, which is very easy to use for all users. Freshservice is helpful, especially in incident management. Incident management is very helpful, and the system is straightforward, making it…
Abhilash Sherkane - PeerSpot reviewer
An affordable and scalable solution that provides an excellent UI and many out-of-the-box integration capabilities
The product’s UI is very good. The tool’s performance is very good. The overall performance of the tool and the navigation is fast. It is very responsive. It has a lot of out-of-the-box integration capabilities with some of the common tools that we want to integrate. If something is not available out of the box, creating or configuring a new integration on HaloITSM is easier compared to other tools.

Quotes from Members

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

Pros

"Ability to scan barcodes and a great search feature."
"It is a stable solution. My company hasn't faced any problems with the solution."
"The solution has been stable."
"The overall functionality of the product is excellent."
"The most valuable feature is the sandbox, which allows me to test new configurations, automations, and workflows before taking them live on the production system."
"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 of the system warranty and the actions that we might need to take in terms of insights. The system is very dynamic and prevents any kind of over sides which is yours that there is smooth contract management. Also we can easily uphold SLAs and deliver enhanced services without breaching any agreements."
"What I have seen in Freshservice is there's no room for customization. Which works as an advantage in some cases and it works as a disadvantage in others. If you are someone that starts managing your IT services, it is a great solution, because there's no way to go out away from the direction of the system. You have to follow the process as it was intended for the designers of a solution because there's no room for customization or configuration."
"The solution is very responsive with a 97% success rate in funneling customer tickets."
"The solution's initial setup process was quite straightforward... I rate the technical support a nine and a half out of ten."
"The product’s UI is very good."
"The most valuable aspect is that is is codeless."
 

Cons

"A chat bot needs to be added to the portal."
"Asset management can definitely be improved because it doesn't pick up every single device on the network or every single piece of information."
"Freshservice's technical support has issues with delays and translations."
"Their analytics need improvement."
"You can't implement a complicated delivery workflow. We don't have the same problems with incident and change workflows. It's only for delivery workflow. They have a mechanism for modifying your incident or change workflow. There's a visual interface for that, so there's no reason not to have the same function for request management."
"I think it would be great if the tool had another version that is more customizable. From what I remember, there were some limitations regarding the number of assets you could track. In a more robust version, the number of assets increases, but I think it would be better to have something more customizable for all versions, especially the most robust version. This would be great for larger customers."
"There are some limitations in reporting. For example, I would like to have a report of conversations or replies."
"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."
"The solution's integration part needs to improve...In the future release of the solution, I expect to see certain changes in the programming of the solution. A customer of the solution should be able to customize it as per their need."
"The product does not have its own orchestration engine."
"There are no improvements needed. There is very little that HALO has not already built that is not on its roadmap."
 

Pricing and Cost Advice

"The price of Freshservice could improve, it is expensive."
"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."
"Compared to other tools, Freshservice is affordable."
"Its price is great. Its pricing is supposedly a lot less than ServiceNow and other alternatives."
"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."
"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 solution has an annual licensing model."
"The solution's pricing model is good. Also, they still follow the old concurrent licensing method."
"It's $69 per user per month. Only administrators need a license, and there is no limit to the number of endpoints."
"The product’s pricing is competitive and less complicated."
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Top Industries

By visitors reading reviews
Computer Software Company
24%
Financial Services Firm
7%
Educational Organization
7%
Manufacturing Company
7%
Computer Software Company
13%
Government
8%
Healthcare Company
7%
Retailer
7%
 

Company Size

By reviewers
Large Enterprise
Midsize Enterprise
Small Business
No data available
 

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...
What is your experience regarding pricing and costs for Freshservice?
The solution offers flat licensing and appears to be cost-effective.
What needs improvement with Freshservice?
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 impr...
What is your experience regarding pricing and costs for HaloITSM?
The product’s pricing is competitive and less complicated. There is only one license cost, which includes all the components. There's no additional cost component for separate modules. It makes it ...
What needs improvement with HaloITSM?
The product does not have its own orchestration engine. If someone is looking for orchestration, they must look for an external tool.
 

Comparisons

 

Also Known As

Flint
NetHelpDesk
 

Overview

 

Sample Customers

Sinclair Broadcast Group, Western Carriers, Judson University, Golf Canada, Travix, Proxama, Paymentez, Ready Auto Transport
Innocent Drinks, SKY TV, Sports Direct, Suzuki, Siemens, NHS, Cardiff City Council, Atos, AO.com, Ambitious about Autism, SEPA, York University etc.
Find out what your peers are saying about Freshservice vs. HaloITSM and other solutions. Updated: April 2025.
849,210 professionals have used our research since 2012.