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Methodology
Freshservice
4.6
( 1,147 )
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At a Glance
Overview
Freshservice is a cloud-based IT Service Management (ITSM) and enterprise service management (ESM) platform that supports ITIL-aligned best practices. It combines ticketing, incident/problem/change/release management, service catalog and request fulfillment, self-service portal and knowledge base... Learn more
Capabilities
- AI Enabled
- API Available
- Open Source
- CLI Available
No images available
Gelato is a cloud-hosted print-on-demand platform (also marketed as GelatoCreate for sellers and GelatoConnect for print service providers) that enables creators and ecommerce stores to design, list and fulfil custom products produced locally. Gelato manages a network of local production partners... Learn more
Capabilities
- AI Enabled
- API Available
- Open Source
- CLI Available
No images available
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Pricing
Free trial available
Free plan available
Billing type
Recurring Subscription
Starter
$29.00
/ month
Growth
$59.00
/ month
Pro
$109.00
/ month
Enterprise
Contact Us
Free trial available
Free plan available
Billing type
Recurring Subscription
Free
$0.00
/ month
Gelato+ (Monthly)
$29.99
/ month
Gelato+ (Annual)
$239.88
/ year
Enterprise / PSP (Contact sales)
Contact Us
Pros and Cons
- Comprehensive ITIL process coverage (Incident, Problem, Change, Release, CMDB) in one platform
- Strong workflow automation / orchestration features with predictable transaction-based pricing
- AI-powered virtual agent (Freddy) and copilot with multilingual support and human escalation paths
- Flexible licensing with Day Passes for occasional agents and differentiation between business/regular agents
- Large ecosystem of integrations and apps via Freshworks Marketplace
- No on-premises deployment option (cloud-only)
- Many advanced modules require Pro or Enterprise tiers, increasing overall cost for full feature sets
- Some features (e.g., certain change risk assessments/surveys) noted as planned/future releases
- Limited visibility into monthly-billed prices and monthly billing can be significantly higher
- Some UI customization flexibility is limited (e.g., sidebar order)
- Strong global/local production footprint reducing delivery times, shipping costs and emissions
- No minimum orders and a free plan for low barrier to entry
- Rich design tools, mockups and premium asset library on paid plan
- Public API and webhooks for custom integrations; supports bulk intake via FTP/API
- White-label solution available for print service providers
- Some advanced features (branding, live rates, downloadable mockups, premium assets) require Gelato+
- Product catalog smaller than some competitors like Printify
- UI language/localization details are not exhaustively documented
- No CLI and the platform is proprietary (not open source)
- Enterprise/PSP pricing requires contacting sales (not fully public)
Reviewer's Segments
Small Business
18.31%
Mid Market
61.9%
Enterprise
19.79%
Small Business
50.0%
Mid Market
0.0%
Enterprise
50.0%
Deployment
- Cloud based
- Desktop based
- Mobile based
- On-premise
- Cloud based
- Desktop based
- Mobile based
- On-premise
Support
- 24/7 (Live rep)
- Chat
- Email/Help Desk
- FAQs/Forum
- Knowledge Base
- Phone Support
- 24/7 (Live rep)
- Chat
- Email/Help Desk
- FAQs/Forum
- Knowledge Base
- Phone Support
Training
- Documentation
- Videos
- Documentation
- Videos
Integrations
Total integrations:
14
- BigCommerce
- Box
- DocuSign
- Dropbox
- Eset Endpoint Antivirus
- FreshBooks
- Freshdesk
- Freshdesk Contact Center
- Freshteam
- Google Workspace
- Helpdesk
- Microsoft 365
- ServiceNow
- Shopify
- Slack
- Smartsheet
- Squarespace
- Wix
- WooCommerce
Total integrations:
5
- BigCommerce
- Box
- DocuSign
- Dropbox
- Eset Endpoint Antivirus
- FreshBooks
- Freshdesk
- Freshdesk Contact Center
- Freshteam
- Google Workspace
- Helpdesk
- Microsoft 365
- ServiceNow
- Shopify
- Slack
- Smartsheet
- Squarespace
- Wix
- WooCommerce
Top Alternatives
Categories
No common categories found.
Company Details
- By Freshworks Inc.
- Located in San Mateo, California, United States
- Founded in 2010
- By Gelato (Gelato & Co.)
- Located in Oslo, Norway
- Founded in 2007
