Freshservice
8.1/10
MSP Compared score
- Starting price
- $19/agent/mo
- Reviews
- 4.6/5 (~1.2k G2 reviews)
- Free trial
- 14 days
- Deployment
- Cloud
- Best for
- Internal IT teams wanting modern ITSM with strong automation
Best ITSM / Help Desk Ticketing Software · 2026
Freshservice vs 
Zammad Freshservice vs Zammad: on our data-weighted scoring, Zammad edges ahead (8.3 vs 8.1/10). Freshservice starts at $19/agent/mo and is best for internal IT teams wanting modern ITSM with strong automation; Zammad starts at EUR 7/agent/mo and is best for teams wanting a modern, open-source help desk with an optional managed cloud. Choose Zammad for the stronger overall track record; consider Freshservice if its pricing model or fit matches your environment better. Side-by-side table below.
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Zammad
8.3/10
MSP Compared score
- Starting price
- EUR 7/agent/mo
- Reviews
- 4.5/5 (~10 G2 reviews)
- Free trial
- Free tier + free trial
- Deployment
- Cloud + self-host
- Best for
- Teams wanting a modern, open-source help desk with an optional managed cloud
Strengths at a glance
Six criteria, each scored 0–10 on the same scale from real review data, public pricing and feature coverage. See our methodology →
| Criterion | Freshservice | Zammad |
|---|---|---|
| Editorial | 8.1 | 8.3 |
| User reviews | 9.2 | 9.0 |
| Adoption | 8.2 | 2.8 |
| Affordability | 3.5 | 9.5 |
| Feature breadth | 5.0 | 9.0 |
| Ease of trial | 6.0 | 10.0 |
Freshservice vs Zammad: head-to-head
| Freshservice | Zammad | |
|---|---|---|
| Starting price | $19/agent/mo | EUR 7/agent/mo |
| Pricing model | per technician | per user |
| Free trial / tier | 14 days | Free tier + free trial |
| Best for | Internal IT teams wanting modern ITSM with strong automation | Teams wanting a modern, open-source help desk with an optional managed cloud |
| Deployment | Cloud | Cloud + self-host |
| G2 rating | 4.6/5 (1200) | 4.5/5 (10) |
| Capterra rating | — | — |
| Our score | 8.1 | 8.3 |
Choose Freshservice if…
You need internal it teams wanting modern itsm with strong automation.
✓ Pros
- Clean modern UI
- Strong automation
- Good ITIL features
✕ Cons
- Per-agent costs climb
- Some features only on Pro+
- Aimed at internal IT not MSP
Choose Zammad if…
You need teams wanting a modern, open-source help desk with an optional managed cloud.
✓ Pros
- Free
- modern open-source core
- Clean
- intuitive UI
- Hosted + self-hosted flexibility
✕ Cons
- AI features cost extra
- Self-hosting needs more resources
- Smaller ecosystem than incumbents
In depth
Pricing: Zammad vs Freshservice
Zammad bills on a per user model from EUR 7/agent/mo (free tier available), while Freshservice uses a per agent model from $19/agent/mo (14 days trial). Because the models differ, the cheaper option flips depending on your fleet size — model both at your seat/endpoint count.
Features & deployment
Zammad ships 9 headline capabilities (Open-source self-hosted core, Multi-channel (email, chat, Telegram) and deploys Cloud + self-host. Freshservice ships 5 (ITSM ticketing, Asset management, Workflow automation, AI (Freddy)), deploying Cloud.
Ratings & verdict
Zammad holds 4.5/5 (~10 G2 reviews); Freshservice holds 4.6/5 (~1.2k G2 reviews). On our data-weighted score, Zammad edges ahead (8.3 vs 8.1/10). Pick Freshservice instead when internal it teams wanting modern itsm with strong automation. See Zammad alternatives or Freshservice alternatives.
Frequently asked questions
- Freshservice vs Zammad: which is better?
- Freshservice vs Zammad: on our data-weighted scoring, Zammad edges ahead (8.3 vs 8.1/10). Freshservice starts at $19/agent/mo and is best for internal IT teams wanting modern ITSM with strong automation; Zammad starts at EUR 7/agent/mo and is best for teams wanting a modern, open-source help desk with an optional managed cloud.
- Is Freshservice cheaper than Zammad?
- Freshservice starts at $19/agent/mo and Zammad starts at EUR 7/agent/mo (see the pricing rows for models and limits).
Data as of September 17, 2026. Sources: freshworks.com, zammad.com. Figures are pulled from public vendor and security data and refreshed automatically.