What users are saying about
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Top Rated
77 Ratings
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Top Rated
172 Ratings

Freshservice

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Top Rated
77 Ratings
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Score 8.7 out of 100

PagerDuty

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Top Rated
172 Ratings
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Score 8.9 out of 100

Likelihood to Recommend

Freshservice

If you cannot measure your current self then you cannot expect to improve. This was told to me by our call center manager a while ago about the importance of knowing exactly what you currently are capable of in order to better know what will be expected in the future. With this I looked at our old system which was clunky, slow, and universally hated, then tried to do better, that better option was Freshservice, which can be accessed from anywhere, fast, online, and easy to understand. With practically no training the techs were able to just pick it up and go. This was a big help in getting them to start actually using the system.
Sean Muller | TrustRadius Reviewer

PagerDuty

The alerts are super reliable, which is important. It is good to be able to configure a few layers of "on-call" shifts because it might be "bad" to alert everyone if someone is too slow to hit the ACK button.
Magnús Halldór Pálsson | TrustRadius Reviewer

Feature Rating Comparison

Incident and problem management

Freshservice
9.0
PagerDuty
Organize and prioritize service tickets
Freshservice
9.6
PagerDuty
Expert directory
Freshservice
8.3
PagerDuty
Service restoration
Freshservice
9.8
PagerDuty
Self-service tools
Freshservice
9.1
PagerDuty
Subscription-based notifications
Freshservice
9.2
PagerDuty
ITSM collaboration and documentation
Freshservice
8.7
PagerDuty
ITSM reports and dashboards
Freshservice
8.4
PagerDuty

ITSM asset management

Freshservice
8.5
PagerDuty
Configuration mangement
Freshservice
9.0
PagerDuty
Asset management dashboard
Freshservice
8.4
PagerDuty
Policy and contract enforcement
Freshservice
8.3
PagerDuty

Change management

Freshservice
8.9
PagerDuty
Change requests repository
Freshservice
8.8
PagerDuty
Change calendar
Freshservice
8.6
PagerDuty
Service-level management
Freshservice
9.2
PagerDuty

Pros

Freshservice

  • Customized customer portal and ticketing system - We have specific information we want our customers and team to access. Freshservice allows us to have all that exactly as we want.
  • Freshchat integration - Having the chat portal integrated on our customer portal has improved our ability to communicate and quickly resolve issues. We have the chat widget on our main customer portal through Freshservice and our Moodle LMS.
  • Asset tracking and integration - we have the ability to track our assets from anywhere now. It makes field service calls so much easier since we don't have to rely on a spreadsheet on our server. We can also connect service tickets to assets so our repairs and changes are more accurate.
  • Mobile App - having the mobile app boosts our ability in the field. We can tag assets from the app to make changes and updates. We can provide the same service on the road as we can in our offices.
John Cilla | TrustRadius Reviewer

PagerDuty

  • Alerting notifications is its best attribute; it will continue to make contact until the alert is acknowledged by a user.
  • The calendar view provides valuable information regarding who is on call by the team and their full contact information.
  • The application also lets you initiate a tech bridge meeting instantly and notifies all on-call users.
David Melin | TrustRadius Reviewer

Cons

Freshservice

  • Maintenance of software assets : Freshservice reports the installed software, but if a device is retired, the software remains registered in the software assets. It would be better to have an option to clean it up.
  • Software assets are registered per software-release : there is no way to get an export of one software-asset at once, you have to export them per release. In case of programs like Firefox it's time consuming
Rob Buurman | TrustRadius Reviewer

PagerDuty

  • When getting a phone call, PD doesn't seem to allow acknowledgments of alerts through the phone, which it says it does. I constantly receive a message that it was updated by another person - when in reality it wasn't.
  • Smarter Notifications. If an alert was snoozed for a time, when it comes back it sends out another alert. It should, I think, send a message asking if the alert is still an issue and give the option to close.
  • Make schedule changes more intuitive.
  • One button to acknowledge and close an alert.
Rob Sutherlin | TrustRadius Reviewer

Likelihood to Renew

Freshservice

Freshservice 9.1
Based on 1 answer
It's overall value in our organization is extremely high and it has become an essential part of our business.
Anonymous | TrustRadius Reviewer

PagerDuty

PagerDuty 9.2
Based on 4 answers
Understanding when the customer experience is degraded is essential to our business. Everyone understands how to use PagerDuty and it is integrated with our playbooks for responding to emergencies. PagerDuty is reliable, and provides the features we require.
Anonymous | TrustRadius Reviewer

Usability

Freshservice

Freshservice 8.9
Based on 6 answers
On the I.T. side, the time to ramp up and understand how FreshService operates only took a few hours. After that, it was off to the races with configuration and customization. From the start, with minimal assistance, our end users found FreshService to be incredibly intuitive. At launch, we expected most to submit tickets via email, however, our analytics has shown that end-users actually prefer the portal for managing their I.T. tickets.
Anonymous | TrustRadius Reviewer

PagerDuty

PagerDuty 10.0
Based on 3 answers
As I've been using this app for the last 3 years, I would like to see a few additions, like exposing the "create slack channel" option from the mobile app, rather than just from the PD website from the specific incident
Dawud Bey | TrustRadius Reviewer

Support Rating

Freshservice

Freshservice 10.0
Based on 13 answers
The support team is highly professional and most of them I have spoken are so kind and helpful. I had booked a session for an hour to set up alerts using Workflow Automator, and in that time, the support guy helped me configure alerts, set up change management process groups, etc. Most of the other vendors will ask you to submit a separate ticket for each request.
Anonymous | TrustRadius Reviewer

PagerDuty

PagerDuty 8.9
Based on 116 answers
In years of usage, we haven't had any interaction with PagerDuty support, because we have never had the need to. Therefore, I am unable to rate them. The only time we had to interact with the folks from PagerDuty was when we needed to buy more seats to add new people to the platform. That usually goes smoothly.
Hakim Rouatb | TrustRadius Reviewer

Implementation Rating

Freshservice

Freshservice 8.2
Based on 1 answer
Use case and requirements have to be very specific. Each business is different so it's very important to be as clear as possible with your initial requirements when communicating with the on-boarding/implementation team.
Anonymous | TrustRadius Reviewer

PagerDuty

PagerDuty 10.0
Based on 1 answer
No answer on this topic is available.

Alternatives Considered

Freshservice

We picked Freshservice over the others for many reasons. The first would be the ease of implementation. Another is due to the nice interface the system has. We also like the way we can push out a small piece of software to pull in the asset information for asset management. Just all around better product.
Mark Kosier | TrustRadius Reviewer

PagerDuty

- PagerDuty is more reliable and it has reduced the manual effort of monitoring and aggregating the alerts.- It is available on cloud version also and is easy to configure and integrate as per the internal platform of the company - The customer service provided is satisfactory and they are efficient in resolving all the concerns.
Anonymous | TrustRadius Reviewer

Return on Investment

Freshservice

  • The service catalog has simplified and reduced inquiries about purchasing equipment, requesting forms, and identifying software that is available to campus. We estimate a 25% reduction in such inquiries
  • Canned responses and the ability to insert solutions allows our staff to spend more time supporting our users, rather than looking up answers and typing responses.
  • Using the CMDB to document infrastructure, business processes, and training material has allowed IT staff to get-up-to-speed and identify answers to questions more quickly. Additionally, the documentation is advantageous for other departments across campus so that we can show impact of business process changes.
Rick Murphy | TrustRadius Reviewer

PagerDuty

  • Saved about $50k USD per annum on event management only. This does not include all the additional benefits of things like on-call, automated escalations, etc. we did not have previously.
  • Reduced on prem infrastructure footprint by about $6k USD a month.
Anonymous | TrustRadius Reviewer

Screenshots

Pricing Details

Freshservice

General

Free Trial
Yes
Free/Freemium Version
Premium Consulting/Integration Services
Yes
Entry-level set up fee?
No
$19

Freshservice Editions & Modules

Edition
Starter$19.001
Growth$49.001
Pro$89.001
  1. Per Month Per User
Additional Pricing Details

PagerDuty

General

Free Trial
Yes
Free/Freemium Version
Yes
Premium Consulting/Integration Services
Yes
Entry-level set up fee?
No

PagerDuty Editions & Modules

Edition
Free$01
Professional$192
Business$393
Digital OperationsContact sales team
  1. per month
  2. per 5 users/per month
  3. per user/per month
  4. none
Additional Pricing Details

Rating Summary

Likelihood to Recommend

Freshservice
9.4
PagerDuty
9.0

Likelihood to Renew

Freshservice
9.1
PagerDuty
9.2

Usability

Freshservice
8.9
PagerDuty
10.0

Support Rating

Freshservice
10.0
PagerDuty
8.9

Implementation Rating

Freshservice
8.2
PagerDuty
10.0

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