What users are saying about
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Top Rated
112 Ratings
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Top Rated
188 Ratings

Freshservice

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Top Rated
112 Ratings
<a href='https://www.trustradius.com/static/about-trustradius-scoring' target='_blank' rel='nofollow noopener'>trScore algorithm: Learn more.</a>
Score 8.6 out of 100

PagerDuty

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Top Rated
188 Ratings
<a href='https://www.trustradius.com/static/about-trustradius-scoring' target='_blank' rel='nofollow noopener'>trScore algorithm: Learn more.</a>
Score 9 out of 100

Feature Set Ratings

    Incident and problem management

    7.8

    Freshservice

    78%

    PagerDuty

    Feature Set Not Supported
    N/A
    Freshservice ranks higher in 7/7 features

    Organize and prioritize service tickets

    8.9
    89%
    58 Ratings
    N/A
    0 Ratings

    Expert directory

    6.4
    64%
    44 Ratings
    N/A
    0 Ratings

    Service restoration

    6.8
    68%
    36 Ratings
    N/A
    0 Ratings

    Self-service tools

    8.3
    83%
    55 Ratings
    N/A
    0 Ratings

    Subscription-based notifications

    8.3
    83%
    47 Ratings
    N/A
    0 Ratings

    ITSM collaboration and documentation

    8.0
    80%
    51 Ratings
    N/A
    0 Ratings

    ITSM reports and dashboards

    7.9
    79%
    50 Ratings
    N/A
    0 Ratings

    ITSM asset management

    7.7

    Freshservice

    77%

    PagerDuty

    Feature Set Not Supported
    N/A
    Freshservice ranks higher in 3/3 features

    Configuration mangement

    8.2
    82%
    46 Ratings
    N/A
    0 Ratings

    Asset management dashboard

    7.5
    75%
    48 Ratings
    N/A
    0 Ratings

    Policy and contract enforcement

    7.5
    75%
    35 Ratings
    N/A
    0 Ratings

    Change management

    7.8

    Freshservice

    78%

    PagerDuty

    Feature Set Not Supported
    N/A
    Freshservice ranks higher in 3/3 features

    Change requests repository

    7.7
    77%
    45 Ratings
    N/A
    0 Ratings

    Change calendar

    7.6
    76%
    38 Ratings
    N/A
    0 Ratings

    Service-level management

    8.1
    81%
    44 Ratings
    N/A
    0 Ratings

    Attribute Ratings

    • Freshservice is rated higher in 3 areas: Likelihood to Renew, Usability, Implementation Rating
    • PagerDuty is rated higher in 2 areas: Likelihood to Recommend, Support Rating

    Likelihood to Recommend

    8.9

    Freshservice

    89%
    59 Ratings
    9.1

    PagerDuty

    91%
    101 Ratings

    Likelihood to Renew

    9.1

    Freshservice

    91%
    2 Ratings
    7.5

    PagerDuty

    75%
    5 Ratings

    Usability

    9.0

    Freshservice

    90%
    6 Ratings
    7.5

    PagerDuty

    75%
    4 Ratings

    Support Rating

    8.2

    Freshservice

    82%
    28 Ratings
    9.0

    PagerDuty

    90%
    124 Ratings

    Implementation Rating

    8.8

    Freshservice

    88%
    2 Ratings
    8.3

    PagerDuty

    83%
    2 Ratings

    Likelihood to Recommend

    Freshworks Inc

    Freshservice works well for an internal IT department tracking problems and helpdesk tickets. It is great for implementing approval workflows and workflows for resolving issues. Having a repository for solutions article that is easy to search for users and IT department. Asset tracking provides the IT department a way to view reoccurring issues. The integration with MS Teams allows users and IT to quickly submit and resolve helpdesk tickets.
    Read full review

    PagerDuty

    I'm sure most IT support organizations need to use this tool or one like it to be able to alert people for assistance in outage situations. Multiple times we have had servers or even network devices giving us trouble and degrading service to our end customers. I am usually one of the multi-team staff that get paged to check devices for power, activity lights, and/or error logging. Not sure what else to say here. It's pretty straight forward to me
    Read full review

    Pros

    Freshworks Inc

    • Helpdesk Ticketing system for escalation and distributing among technicians.
    • Service requests for ordering processes and employee onboarding and termination.
    • Project Management is a useful tool for our IT department to track internal projects.
    • The reporting is very helpful reporting various metrics to leadership.
    Read full review

    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.
    Read full review

    Cons

    Freshworks Inc

    • Coding of tickets to meta data could be made quicker by easier display of tickets
    • The ability to edit the grid of tickets is great but if more columns could be edited it would be perfect
    • If there would be a way to auto alert your manager when someone else is coding tickets for the more stubborn techs so we can force the users to put in their own tickets it would be great.
    Read full review

    PagerDuty

    • When getting a phone call, PagerDuty 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.
    Read full review

    Pricing Details

    Freshservice

    Starting Price

    $19 Per Month Per User

    Editions & Modules

    Freshservice editions and modules pricing
    EditionModules
    Starter$19.001
    Growth$49.002
    Pro$89.003
    Enterprise$1094

    Footnotes

    1. Per Month Per User
    2. Per Month Per User
    3. Per Month Per User
    4. none

    Offerings

    Free Trial
    Free/Freemium Version
    Premium Consulting/Integration Services

    Entry-level set up fee?

    No setup fee

    Additional Details

    Pricing

    PagerDuty

    Starting Price

    $0 per month

    Editions & Modules

    PagerDuty editions and modules pricing
    EditionModules
    Free01
    Professional192
    Business393
    Digital OperationsContact sales team4

    Footnotes

    1. per month
    2. per 5 users/per month
    3. per user/per month
    4. none

    Offerings

    Free Trial
    Free/Freemium Version
    Premium Consulting/Integration Services

    Entry-level set up fee?

    No setup fee

    Additional Details

    Pricing Info

    Likelihood to Renew

    Freshworks Inc

    It's overall value in our organization is extremely high and it has become an essential part of our business.
    Read full review

    PagerDuty

    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.
    Read full review

    Usability

    Freshworks Inc

    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.
    Read full review

    PagerDuty

    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
    Read full review

    Support Rating

    Freshworks Inc

    Most of the time Freshservice support is super efficient, but once in a while when first level support can't help fixing an issue, the amount of information that we have to provide to level 2 (and up) support to get help can get frustrating. Each time we give access to their agent on our instance, but still sometimes they ask so many questions instead of going in and fixing the issue.
    Read full review

    PagerDuty

    PagerDuty is reliable and easy to set up. It gives an effective way to notify the team about critical incidents which results in a faster turnaround time on issues. users can customize their alerts rules based on their preferences. Overall it's effective and easy to use which adds great business value.
    Read full review

    Implementation Rating

    Freshworks Inc

    think of what you want to do with FreshService : a clean start or a migration. Migration can be done with csv files, it's easy to do but you need to test it first.
    Read full review

    PagerDuty

    When I setup notifications to PD thru the Python API I was impressed with the ease with which I could set up the software/service.
    Read full review

    Alternatives Considered

    Freshworks Inc

    There were many good reviews about the product, and I must say Freshservice stood truly on those reviews. Freshservice offers a more modern and intelligent User interface as compared to other solutions available in the market, giving it a positive edge. Also, Freshservice is very user-friendly and very easy to use.
    Read full review

    PagerDuty

    There is too little of a difference between OpsGenie and PagerDuty. Both tools are really great and do the job they promise very well. If I had to choose, I'd go with PagerDuty. This is not because of any features or because it's better. It is because I've been using it for the last couple of years, and it has served my team very well.
    Read full review

    Return on Investment

    Freshworks Inc

    • 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.
    Read full review

    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.
    Read full review

    Screenshots

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