10 Best Freshservice Alternatives for ITSM in 2025

Namely, while Freshservice remains a popular choice, many teams are hitting roadblocks, ranging from steep pricing and feature limitations to inflexible workflows and underwhelming reporting.

The truth is, ITSM isn’t one-size-fits-all. What works for an enterprise might be overkill (or over-budget) for a fast-moving mid-market team.

That’s why I researched and tested dozens of ITSM platforms to find the best Freshservice alternatives - tools that deliver on automation, incident tracking, and service delivery without the hidden trade-offs.

Whether you're scaling support, streamlining change management, or improving response times, this list will help you find a solution that actually fits your team and budget.

Ready to upgrade your ITSM stack with confidence? Let’s begin!

Why do you need Freshservice alternatives?

Freshservice is an enterprise-level ITSM platform, meaning its features - and pricing - are designed with large-scale companies in mind.

As such, it has a few functionalities large IT teams can find handy, such as:

Robust automations and workflows that help you streamline various processes.
An advanced CMDB that gives you a complete, real-time picture of your IT environment, allowing you to trace incidents back to the root cause faster and tackle them head-on.

However, there are quite a few limitations some users experience with Freservice that often urge them to look for an alternative solution.

Let’s get a closer look at some of the major concerns users have with Freshservice.

1. It can be cost-prohibitive for smaller businesses

Although Freshservice has a multi-tiered pricing system, it’s fair to say that it’s still on the pricier end of the range.

Firstly, its pricing is user-based, meaning that your costs will grow as your team does, which is not ideal for scaling businesses.

And secondly, its best, AI-powered features are available only on its most expensive, Custom plan.

“There are a few aspects that could be improved. The associated subscription cost is a bit on the higher side, especially since some advanced features are locked behind higher-tier plans. Additionally, more customization options are required for business needs.” - G2 Review

2. Its reporting and analytics features leave a lot to be desired

Having robust analytics and reporting as part of your ITSM platform is critical for a number of reasons.

Being able to track key metrics in real-time, dissect reports and adjust them to your specific needs helps detect issues in time, monitor performance, allocate tasks and resources more efficiently, etc.

Freshservice’s reporting features are pretty clunky and limited in terms of customization and the metrics they let you track.

“Reporting could be a bit more flexible - building custom dashboards for our specific needs takes work.” - G2 Review

“Although Freshservice is a very efficient tool, I believe that some reports could be more customizable and detailed to further facilitate performance analysis. Additionally, some integrations require manual adjustments that could be more automated.” - G2 Review

3. Limited customization options

Finally, many users complain about Freshservice being pretty rigid and lacking more sophisticated customization options.

Sometimes, reporting features feel a bit limited. Customizing reports could be easier. Also, the pricing can get high as you add more features or users. - G2 Review

This can easily turn into a big problem for teams with bespoke needs that require more flexibility and freedom to tailor their solution to their own goals and workflows.

The limited customization of the Support Portal (would love to be able to incorporate the company colours / themes on the Support Portal). - G2 Review

What are the best Freshservice alternatives for ITSM in 2025?

After testing a bunch of different tools and interviewing long-term users, here’s the curated list I came up with:

SmartSuite - A no-code, all‑in‑one work and ITSM platform that empowers teams to customize workflows, automate service delivery, and scale support operations without friction.
Jira Service Management - An agile-first ITSM tool that integrates deeply with development pipelines and offers a rich catalog of pre-built workflows for modern DevOps teams.
Atera - A unified RMM+PSA solution with built-in ticketing, patching, remote access, and AI-driven automation designed for MSPs and IT support teams seeking full operational visibility.
ServiceNow - Enterprise-grade ITSM powerhouse offering advanced CMDB, change, incident, and release management capabilities ideal for large-scale, complex IT environments.
Zendesk - A multichannel ticketing platform that bridges internal IT support and external customer service through AI-powered routing and self-service portals.
SolarWinds Service Desk - An AWS-hosted ITSM suite with strong incident, asset, change, and configuration management backed by AI automation and intuitive dashboards.
ManageEngine ServiceDesk Plus - A cost-effective ITSM tool that combines incident, change, and asset management with robust automation at scales suitable for SMBs and enterprises.
HappyFox - A lightweight, multichannel help desk focused on simplifying request management and analytics for teams that want fast deployment and straightforward workflows.
SysAid – A highly customizable ITSM platform offering deep automation, asset discovery, and flexible deployment options.
Budibase - A low-code platform enabling teams to build their own secure, self-hosted ITSM apps with custom workflows and AI integrations on top of a modern data stack.

1. SmartSuite

Best for: Teams of all sizes looking for a customizable, no-code ITSM platform that’s easy to use, fast to deploy, and flexible enough to grow with you.

Full disclosure: While SmartSuite is our platform, we’ll share an unbiased view of the tool’s abilities and why it stands out from other Freservice alternatives.

SmartSuite redefines what an ITSM platform can be by combining the power of enterprise-grade service management with the accessibility of a no-code interface.

Whether you're managing incidents, automating change approvals, or tracking assets across departments, SmartSuite gives you complete control without requiring IT to hardcode every process.

Its intuitive drag-and-drop workflow builder, built-in templates, and real-time reporting make it easy to tailor workflows to your exact needs, from help desk ticketing to cross-functional service delivery.

And because it's built to be flexible, SmartSuite scales seamlessly as your IT operations evolve without the bloated costs or complexity of legacy tools like Freshservice.

Here are some of the key features that make SmartSuite a strong Freshservice alternative:

1. Provides a unified, no-code platform for comprehensive ITSM

At the heart of SmartSuite’s appeal as a Freshservice alternative is its unified, no-code platform designed to simplify and centralize every aspect of ITSM.

Instead of juggling disconnected tools or relying on technical teams to hardwire every workflow, SmartSuite puts power directly in the hands of IT teams and business users alike.

From request intake to resolution, every process lives in one flexible system that adapts to how your team actually works.

As a result, you get a smarter, more streamlined approach to ITSM that’s fast to implement, easy to scale, and built to evolve with your organization.

Here are some of the things SmartSuite lets you do from a single point of control:

Track tickets & issues in real-time - Deploy help desk and issue tracking solutions to capture, resolve, and analyze IT incidents and spot trends before they impact operations.

Manage IT assets & licenses - Monitor hardware, software versions, user assignments, and license renewals in one place to stay compliant and budget-ready.

Manage internal IT projects seamlessly - Plan, assign, and track internal IT initiatives to roll out technology solutions faster, and always stay on time and under budget.

Elevate IT governance - Publish IT policies, manage audits, and ensure compliance with centralized documentation that supports your security and data protection goals.

Streamline IT workflows - Centralize service requests, prioritize incoming tickets, and track resolution SLAs through dashboards that keep your team aligned in real time.

Automatically prioritize tasks - Use dynamic triggers to intelligently push or pull work based on urgency, helping your team respond faster and more proactively.
Automate repetitive work - Set up no-code automations that power your IT operations in the background, so your team can focus on what matters most.

2. Lets you collaborate in real-time wherever work happens

Modern IT support moves fast, and SmartSuite is built to keep your team moving with it.

Instead of waiting for emails, chasing updates in chat threads, or losing time in status meetings, SmartSuite brings collaboration directly into your IT workflows.

Whether it’s triaging a ticket, escalating an urgent issue, or resolving a system outage, teams can communicate in context, in real time.

For example, SmartSuite enables you to start conversations exactly where the issue is unfolding - within the record itself.

Loop in subject matter experts, tag teammates, and share insights to troubleshoot faster and keep everyone aligned.

Moreover, with fully native iOS and Android apps, SmartSuite keeps you synced on the go.

This means that you can easily access tickets, share updates, upload files, and keep the resolution process moving from anywhere, which is perfect for remote or hybrid teams.

Finally, the platform’s flexible team management lets you assign and escalate tickets based on expertise and workload

As a result, you can ensure that critical problems are seen by the right people instantly, so nothing slips through the cracks.

3. Advanced analytics and dynamic reporting

You can’t fix what you can’t see, and that’s why SmartSuite’s reporting and analytics capabilities are built directly into every layer of your ITSM workflow.

Whether you’re tracking ticket volumes, spotting recurring incidents, or monitoring team performance, SmartSuite gives you instant visibility into what’s happening, what’s at risk, and where to focus next.

With its reporting capabilities, you can:

Track tickets, trends, and team performance - Use real-time dashboards to visualize key metrics like response times, resolution rates, and SLA compliance, all in one place.
Drill into the data - From high-level summaries to deep-dive insights, you can slice and filter ticket data to uncover root causes, spot bottlenecks, and take proactive action.
Highlight critical issues before they escalate - Roll up key metrics into leadership-ready dashboards that surface red flags and track progress toward resolution in real time.
Stay in control, wherever you are - SmartSuite’s flexible reports and visual dashboards keep you informed on any device, whether you’re in the office, in a meeting, or out in the field.

4. Jumpstart success with customizable ITSM templates

SmartSuite takes the guesswork out of setting up ITSM by offering a library of customizable templates designed to match the real-world needs of modern IT teams.

These pre-built solutions give you a head start for anything from tracking asserts to enforcing security policies, while still offering the flexibility to tailor every field, workflow, and dashboard to your team’s unique needs.

For example, with these templates, you can instantly deploy:

IT help desk - Lets you centralize ticket intake and support delivery with visibility into maintenance schedules and hardware lifecycle data.
IT security policies - Easily create, update, and distribute internal policies to ensure safe and compliant tech usage across the organization.
IT asset management - You can automate asset procurement, assignment, and decommissioning across software, hardware, and cloud infrastructure.
IT work request - Receive and process work orders from internal teams, contractors, or external vendors in one secure location.

Want to try one of our templates out for size?

Test the incident management template that lets you capture, assign, and resolve issues faster, all in one streamlined workspace.

The best part is that these templates aren’t just plug-and-play - they’re built to evolve with your team.

This means you can customize every element to match your internal processes and scale your IT operations without building from scratch every single time.

Pricing

Unlike Freshservice, SmartSuite has a free forever plan that provides access to its templates, dynamic dashboards, team collaboration features, 100 monthly automations, etc.

Moreover, each of SmartSuite’s paid plans includes unlimited users, making it ideal for growing teams.

There are four tiers to choose from:

Team: $12/user/mo, includes everything in Free, plus unlimited users, Gantt charts, 5,000 automation runs, etc.
Professional: $30/user/mo, includes everything in Team, plus two-factor authentication, Gmail & Outlook integrations, AI features, more automation runs, etc.
Enterprise: $45/user/mo, includes everything in Professional and adds audit logs, data loss prevention, 50,000 monthly API calls, etc.
Signature: A customized plan tailored to your organization’s needs and team size with no predefined limits.

The first three paid plans have a 14-day free trial - no credit card needed.

How does SmartSuite compare to Freshservice?

Although Freshservice is packed with enterprise-grade features, for many teams, it comes with trade-offs, such as high pricing, limited customization, and underwhelming reporting.

SmartSuite flips that model on its head.

It gives you a unified, no-code ITSM platform that’s easy to customize, quick to deploy, and built to scale without requiring a dedicated IT department to manage it.

Unlike Freshservice, SmartSuite lets you create flexible workflows, collaborate in real time, and gain instant visibility into performance metrics, all from a single interface.

And with built-in templates and unlimited users on every paid plan, it’s a future-ready solution that works just as well for growing teams as it does for mature ones, all without breaking the budget.

Pros & Cons

✅ No-code platform makes it easy to customize workflows without technical expertise.

✅ Unified workspace for tickets, assets, audits, and projects in one place.

✅ Built-in ITSM templates to accelerate setup and standardize best practices.

✅ Real-time collaboration features, including mobile access and in-record conversations.

✅ Transparent pricing with unlimited users on all paid plans.

✅ Flexible reporting and dynamic dashboards for better visibility and decision-making.

❌ Fewer native ITSM integrations compared to enterprise platforms.

2. Jira Service Management

Best for: Agile IT and DevOps teams that want deep integration with development pipelines and powerful, customizable workflows.

Built on the robust Jira platform, Jira Service Management delivers an ITIL–aligned ITSM suite with top-tier incident, problem, and change management, while offering unmatched flexibility, automation, and seamless integration with development tools.

It's ideal for teams that value agility, visibility, and a unified approach to support and engineering workflows.