Freshservice vs IT Care Center comparison

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Freshservice

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Executive SummaryUpdated on Nov 3, 2024

Freshservice and IT Care Center are two competing IT service management solutions. Freshservice is preferred for its comprehensive features, while IT Care Center is favored for its customization capabilities and cost-effectiveness.

Features: Freshservice offers asset management, a straightforward incident management system, and seamless integration possibilities. It supports contract management and provides reliable analytics to enhance operational efficiencies. IT Care Center stands out for its flexibility in creating customized workflows and forms, making ticket management more intuitive. It also provides automation that streamlines internal processes.

Room for Improvement: Freshservice could improve its customization options, particularly in user interface adjustments and workflow automation. Reporting capabilities and integrations with external tools like Microsoft Outlook could be enhanced. IT Care Center should aim for a modernized user interface and better mobile responsiveness. Improved connectivity with telephony solutions such as Teams and Cisco is also needed.

Ease of Deployment and Customer Service: Freshservice primarily offers public cloud deployment, praised for speed and flexibility. Its customer support is responsive but sometimes inconsistent. IT Care Center provides on-premises deployment options, appealing to those with specific infrastructure preferences. Reliable support is offered, though more direct user engagement and training options would enhance service.

Pricing and ROI: Freshservice's tiered pricing model depends on agents and features, making it scalable yet potentially expensive. IT Care Center features bundled modules in a single license, ensuring no unexpected costs and appealing to budget-conscious organizations. Both solutions deliver a significant ROI through streamlined processes and improved service delivery.

To learn more, read our detailed Freshservice vs. IT Care Center Report (Updated: April 2025).

Freshservice vs. IT Care Center

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Helped 847,625 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

8th

Ranking in IT Service Management (ITSM)

5th

Average Rating

8.0

Reviews Sentiment

6.9

Number of Reviews

Ranking in other categories

Project Management Software (12th), Cloud Management (15th), IT Asset Management (6th)

IT Care Center

Ranking in Help Desk Software

43rd

Ranking in IT Service Management (ITSM)

46th

Average Rating

8.6

Reviews Sentiment

7.7

Number of Reviews

Ranking in other categories

No ranking in other categories

Mindshare comparison

As of April 2025, in the Help Desk Software category, the mindshare of Freshservice is 3.9%, down from 3.9% compared to the previous year. The mindshare of IT Care Center is 0.1%, up from 0.0% compared to the previous year. It is calculated based on PeerSpot user engagement data.

Help Desk Software

Featured Reviews

Trilochana Gouda

IT manager at a comms service provider with 1,001-5,000 employees

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…

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Asaf Yosovich

IT Team Lead at a tech company with 501-1,000 employees

Easy to use, helping us reduce costs by half

The most valuable IT Care Center features are the ones that we requested especially for our environment. We have integrations with Slack. We also have integrations from our computer management systems that run daily and sync with IT Care Center. I am using the APEX forms and entities. For example, when I want to design a special form for a special entity or department in the company, sometimes I go to the APEX and develop a form, workflows, schedules, emails, etc. I can develop these from scratch. ;When we moved from ServiceNow to IT Care Center, it was very important for us to have a system that we could develop ourselves. Because in ServiceNow, we had to develop everything with an external company, and we don't want dependencies. We have tickets that are being closed with Canned Response. Once the ticket has been closed, we get an article to act/work on. This has reduced tickets, e.g., once a user receives a Canned Response, then they can save the link to the article, etc.

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Quotes from Members

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

Pros

"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."

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

"We found the initial setup to be very simple."

"The admin feature is the UI, so it's very clean. The asset management and its model are valuable as well."

"Freshservice's best feature is its user-friendliness."

"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."

"It's very handy and very easy to use."

"It allowed the development team to concentrate on the client’s requirements instead."

More Freshservice pros

"We have a lot of automation running from our HR system to IT Care Center. When a ticket has been raised to us, we can notify hiring managers on the status of every employee. We also get notifications in Slack for every ticket opened."

"It runs smoothly and all of the components are very easy to work with."

"All of my staff is quite familiar with the usage and we customize based on our daily needs and based on different profiles. As a manager, I require diagnostics on a weekly or monthly basis. diagnostics. There needs to be some reporting for management and for my customers' management as well. So we created our own template. All of our different staff were required to do their own tagging or own tracking of cases. We create our own templates. I create my own template for my own weekly and monthly reporting to management. It's quite flexible in the sense that we're able to add our own customized views. We are able to easily export all this information into a proper reporting structure."

"It provides the ability to view all information relevant to a task. When you open a task, you can see all sub-tasks and the relevant information underneath it. You don't have to search for all the tasks and cases that are relevant to the same issue. The sub-task listing is the most valuable feature of this solution for us. We are also able to create workflows for things such as new hires and purchase requests. We are using it for onboarding new hires in multiple departments, and we are able to create workflows with IT Care Center. We have subsidiaries, and for every subsidiary, we have different rules. It allows us to put the name of the new hire and the computer and software needs for that subsidiary. Around 30% or 40% of our processes are self-service now. We have additional work to do, but we're getting there. I like the flexibility that IT Care Center provides for creating the forms. I can put the fields, values, dropdowns, etc. It makes things much easier, which is another advantage of this solution. When a user opens a ticket, there are certain values that he or she must enter in order for us to solve the ticket faster. For example, a user must enter his or her email. So, I can create a form with all the things that he or she must do, such as provide an email, phone number, etc. These are required fields. A user can't create a ticket without providing that information. So, it saves time and makes the work efficient."

"IT Care Center enables us to configure simple forms and flows. It makes our daily customer-facing work very efficient and easy. For example, if we want to add some new flows or change something, we have the ability to do it by ourselves in our own time and manner. This makes it very efficient."

"For a user to open a new ticket, it is very simple. That is an important thing. The system is available for users on the main desktop on their computer, so it is very easy to report tickets. It is very clear. Also, we manage the tickets with rules, according to subject and groups, so they are going to the right person in IT."

"It also enables us to configure simple forms and flows. The fact that the system is very flexible for adding fields and other forms assists our customer service, as well as myself as the CIO, to easily view my SLAs and KPIs."

Cons

"Asset management can definitely be improved because it doesn't pick up every single device on the network or every single piece of information. Some manual information still needs to be entered."

"The chat portal is not that great."

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

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

"They can improve the search. While searching the inventory, when I cancel a selected category, the search box disappears, and I have to reload the page. It is a small glitch. Currently, we can have only one plan per subscription. All users have to be on the same plan. We can't have two users for plan A and five users for plan B. It might be good if there was an option to have different plans within one subscription so that you can assign each agent to the corresponding plan."

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

"The product should look at BCM or ServiceNow and see if there are features that would make nice additions. It would help them stay competitive."

"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 the solution to have a native application for mobile phones. While I have IT Care Center in my mobile, it is not a pure application, like Outlook or Teams."

"They should have full integration with SSO services, like Okta, creating a full service solution."

"Our business is quite interesting because we actually look at our staff based on their productivity. So if a case is created where we want to track the productivity of the user, sometimes we look at how many actual hours they clocked in to solve the case. We realized that it would take quite a lot of hours, which was unusually high. We want to look at how we can measure that against a baseline. For example, every user should resolve the issue within three hours. We want a certain baseline where they have to resolve the issue within certain times and if they don't, I would get alerted."

"IT Care Center has some room for improvement in regard to mobile. It doesn't have an application, there is only an adaptable web page, and that is less convenient."

"There is no global support. With our previous system, we had 24/7 global support. We need much faster support. When I have an issue and raise a ticket, someone should call me back. They can also think about having object-oriented APEX so that the agents can easily create dashboards instead of having to learn the complete APEX language. This is something very important for us. We are using Oracle APEX for creating certain dashboards with KPIs. This is the visual platform that we use to see all the data, and it is very important for us because we get all the BI and data. Currently, we have a vendor who helps us with that because we don't know how to use it ourselves. We want to use it to make more dashboards with more KPIs for every department, but we cannot because we don't have the knowledge. We are very dependent on the vendor and the time he has for us."

"The UI screens could be a little bit more modern."

"There is no such thing as a perfect solution and in the past, I have contacted support to implement new features."

Pricing and Cost Advice

"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."

"The solution has an annual licensing model."

"It is $34 per license, per agent. Currently, we don't see any add-ons at extra fees."

"Freshservice price is competitive, it is not more than other solutions on the market."

"The solution may be around 20,000 euros a year."

"Compared to other tools, Freshservice is affordable."

"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."

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

More Freshservice pricing and cost advice

"We reduced our costs compared to our previous solution, which was really expensive. We managed to reduce costs by half by switching to IT Care Center, not including any professional services."

"Buy it as one package, not as modules. That is from my knowledge and experience. Most of the time, it has better pricing. They have flexibility by price size in the negotiation."

"With SysAid, we paid for every end-user. If we had 100 end-users, we had to pay for each one of them. With IT Care Center, we can have as many users as we want. We only pay for the end unit. We have the asset manager and different models that we can use for the same price. So, it reduces costs."

"Compared to other products in the market, pricing is reasonable. It does meet our usage and requirements."

"This product is very cheap when compared to other platforms."

"The licensing model is very flexible."

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Top Industries

By visitors reading reviews

Computer Software Company

24%

Manufacturing Company

Financial Services Firm

Educational Organization

No data available

Company Size

By reviewers

Large Enterprise

Midsize Enterprise

Small Business

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...

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What is your experience regarding pricing and costs for Freshservice?

The solution offers flat licensing and appears to be cost-effective.

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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...

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Comparisons

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Microsoft Project vs Freshservice

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Zendesk vs Freshservice

Compared 9% of the time

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No data available

Product Reports

Freshservice

Download Freshservice product report

Download IT Care Center product report

Also Known As

Flint

IT Care Center Asset Management, IT Care Center Analytics, IT Care Center Application Delivery, IT Care Center Service Catalog

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

IT Care Center is an affordable end-to-end platform, designed to manage IT operations from ticketing to application development and lifecycle management. The system includes a built-in rapid application development platform that helps organizations meet their specific requirements faster while continuously improving the user experience and a recognised decrease in support costs and incidents ongoing.

The solution can operate as both a cloud and an on-premise service, and it includes a simple user interface, customizable dashboards, internal and external user support, automation, customizable chatbot, SLA management & monitoring tool plus ITIL best practice workflows.

Sample Customers

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

Information Not Available

Freshservice vs. IT Care Center