An enterprise ITSM software should enhance internal processes in the IT department and improve the efficiency of your employees. Generative AI-driven help desk platforms have an edge over traditional ones since they can auto-resolve L1 issues through conversational ticketing, leaving support agents free to take up more complex queries.
Freshservice is an ITSM solution that simplifies IT service management for businesses. It is a cloud-based solution with an intuitive user interface, self-service capabilities and automated workflows. However, many users have pointed out concerns such as the glitchy ticket scheduler, a lack of interface and workflow customization, and poor implementation and support.
TL;DR:
Freshservice users cite glitchy scheduling, limited customization, and poor Microsoft Teams integration as key pain points. This guide evaluates five modern alternatives including Rezolve.ai's agentic AI platform with 65% auto-resolution, Moveworks' enterprise search, and other solutions built for seamless collaboration tool integration and superior employee experience.
Source: G2
Source: G2
In addition, there is a steep learning curve, and the mobile app has limited functionality.
Source: G2
What is Freshservice?
Freshservice is a cloud-based IT Service Management platform that streamlines IT operations through automated workflows and self-service portals. While it offers basic AI capabilities, the platform struggles with limited customization options, poor SharePoint integration, and the absence of advanced features like desktop automation. Many enterprises find its mobile app functionality lacking and its multiple product versions confusing to navigate.
Why Organizations Are Seeking Freshservice Alternatives
The shift away from traditional ITSM platforms like Freshservice stems from three critical gaps: automation limitations, integration challenges, and employee experience friction.
Automation falls short of modern standards. Freshservice lacks desktop automation capabilities, forcing IT agents to manually handle routine tasks like software installations and troubleshooting. With basic AI that can't ingest knowledge from SharePoint or websites, auto-resolution rates remain below 25%—far below the 60-70% achievable with agentic AI platforms.
Microsoft Teams integration is incomplete. While Freshservice offers some Teams connectivity, it doesn't provide true conversational ticketing or ticket notifications within the platform. Employees still navigate to separate portals, creating friction and reducing adoption. Organizations using Microsoft 365 need IT support that lives natively in their collaboration tools.
Implementation and customization create bottlenecks. Users consistently report poor implementation support, limited workflow customization, and steep learning curves. The platform's interface rigidity makes it difficult to tailor the system to specific organizational needs, while the glitchy ticket scheduler disrupts service delivery.
Modern enterprises need ITSM solutions that meet employees where they work, autonomously resolve common issues, and continuously learn from organizational knowledge—capabilities that traditional platforms weren't designed to deliver.
Key Takeaways: Why Switch from Freshservice
Freshservice's limited automation, poor SharePoint integration, and incomplete Microsoft Teams support drive organizations toward modern agentic AI alternatives that achieve 65% auto-resolution and eliminate the need for separate service portals.
Your employees could find it challenging to navigate the different versions of Freshservice made for various types of products. You need a simple, effective tool that is as easy as using MS Teams.
Here are the top 5 Freshservice alternatives for your ITSM solutions:
Top 5 Freshservice Alternatives to Consider
1. Rezolve.ai
Rezolve.ai is a modern GenAI-backed AITSM solution deployed via Microsoft Teams. It is designed for enterprises looking to help their employees with instant and personalized assistance. It uses advanced automation to auto-resolve up to 65% of employee tickets and queries. It is the ideal alternative to traditional service desks and chatbot-integrated ticketing systems.
Key Features
- GenAI-powered service desk: Employees can chat with the ChatGPT-like chatbot on MS Teams and get answers to their questions. It replaces the traditional approach of emails, calls, and portals and allows the employees to access anything within the chat interface of Teams. You can find company policy documents and employee handbooks, seek assistance with software installation, and so on.
- GenAI Knowledgebase: The agile GenAI-powered knowledge base trains and improves over time. It learns from websites, SharePoint folders, PDFs, URLs, and offline documents and uses that knowledge to answer employee questions. While Freshservice offers AI capabilities, it does not support knowledge transfer from Sharepoint and websites. It also lacks L1 IT knowledge, which Rezolve.ai integrates so well.
- Desktop Automation: Rezolve.ai takes pride in offering desktop automation, which many organizations, including Freshservice, do not provide yet. In a traditional setup, agents access the user’s desktop remotely and perform tasks. Rezolve.ai automates routine tasks like software installation, troubleshooting, cache cleaning, laptop setup, and so on without the need for human intervention.
- Conversational ticketing: Rezolve.ai uses the power of GenAI to create tickets upon request, assign them to the right agent, and push notifications as the tickets mature through the pipeline, providing real-time updates. All this happens on MS Teams as a conversation. Freshservice does not provide ticket notifications or general notifications and announcements on MS Teams.
- Modern Dashboards and Reporting: Rezolve.ai offers a modern dashboard that provides a comprehensive overview of service delivery and service level agreements (SLAs) to IT support agents. It ensures an agile response backed by informed decision-making.
- Multilingual and multi-department platform: Rezolve.ai supports multiple languages and departments to create a cohesive platform for issue resolution. GenAI’s ability to train on data makes it appropriate for any industry, like education, retail, and healthcare. Its native MS Teams integration ensures employees do not have to access different portals.
Pros
- Excellent employee service and implementation support
- Intuitive and customizable user-friendly interface
- Improved agent productivity due to agile knowledge base
Cons
- No portal for users to sign in and access
Pricing
Made available upon request to the sales team
Case Snippet
Patelco Credit Union deployed Rezolve.ai's agentic AI service desk and significantly reduced call volumes within four months by automating repetitive IT issues through GenAI knowledge management and conversational ticketing. Read the full case study
2. Moveworks
Moveworks is an AI-powered IT support and service operations platform that leverages the capabilities of AI, ML, and NLP to offer automated solutions for IT problems. It aims to improve employee productivity by automating tasks and surfacing information using a conversational interface that seamlessly integrates with various systems like Salesforce and Microsoft.
Key Features
- Copilot: This feature offers a unified interface to interact with a wide range of business systems to simplify operations. It offers verified and personalized responses based on your data. It supports 100+ languages across platforms.
- Enterprise search: This feature harnesses the power of LLM technology to enable fast information search. It scans articles, documents, websites, and data from business systems.
- Task Automation: This LLM-powered feature supports your operations with AI task automation. It offers pre-built solutions that cover a wide range of employee tasks like password reset, PTO requests, profile updates, etc.
- Approval workflows: This feature streamlines approvals in the chat platform by consolidating all approvals in one copilot. This helps update tickets, add notes, and initiate custom actions for approval tasks.
Pros
- Good customer support service
- Easy to grow a knowledge base and understand knowledge gaps
- The no-code AI chat is fast and accurate
Cons
- Limitations on sourcing of data for self-hosted articles
- It takes time to train the knowledge base. Sometimes, it might not understand the question and provide generic answers.
Pricing
Made available upon request to the sales team
3. SymphonyAI
SymphonyAI provides tailored solutions for customer engagement, ITSM, asset management, and operational efficiency. It also provides solutions for industry-specific needs, simplifies workflows, and delivers an omnichannel user experience to improve enterprise performance.
Key Features
- Digital Agent: This feature turns the conversational chat into a digital agent for assisting employees in solving their problems independently.
- Design studio: It is a unified hub for managing service and asset management apps. It has numerous built-in templates that cover workflows, SLAs, notifications, business rules, and dashboards under one app.
- SymphonyAI Discovery: This feature provides deep visibility into ITSM and asset management for comprehensive monitoring. It also automates tasks and boosts efficiency by gathering data from multiple sources and devices, keeping business secure by identifying and fixing problems and reducing risks and compliance issues.
- ITSM: SymphonyAI aims to create a unified and simplified single-service portal for accessing IT services. It consolidates all service needs into a user-friendly platform for enhancing the self-service experience.
Pros
- Offers reliable demand forecasting for informed decision-making
- Excels in the retail industry with its extensive experience in optimizing business processes
Cons
- The platform requires improvement. At times, it makes inaccurate forecasts, which adversely impact user business.
- Users report technical issues with the platform, leading to unexpected errors that hamper operations.
- The implementation is costly and time-consuming.
- It requires significant data for effectiveness.
Pricing
Made available upon request to the sales team
4. Aisera
Aisera is a personalized and predictive ticketing solution consolidating engagement and intelligence on a single platform. It is a pre-built cloud-native and AI-native ticketing solution to automate service requests and tasks.
Key Features
- Workflow support: Aisera offers comprehensive solutions for incident and problem management, change and release management, and request management. It helps create an enterprise-wide optimized workflow.
- Workflow engine and orchestration: Aisera aims to help enterprises rapidly develop and implement workflow with 1200+ built-in integrations to various applications and a no-code visual studio.
- Dynamic CMDB: Aisera uses data from incident tickets, change requests, logs, events, and alerts to keep track of configuration items autonomously. It uses this data to ensure an accurate service layout of the assets.
- Virtual assistant (VA) and conversational AI: Aisera’s VA and conversational AI enables human-like interaction in multiple languages through intent matching, intent ambiguity, context switching, awareness, and exception handling.
Pros
- User-friendly interface that is easy to navigate
- Swift onboarding with guidance from the customer support team
Cons
- Some users find it difficult to use some parts of the app effectively.
- Users feel the need to improve reporting capabilities and add the option for auto-emailing scheduled reports.
Pricing
Made available upon request to the sales team
5. Tikit by Cireson
Tikit is an ITSM tool developed to help organizations streamline their IT operations. It integrates with the Microsoft ecosystem and helps businesses automate their critical business processes across MS Cloud.
Key Features
- Easy ticket creation: Tikit offers easy ticket creation from Teams chat and emails.
- M365 integration: Existing users of M365 can log in seamlessly once and assign user roles in minutes.
- Chat to ticket: This feature allows you to turn chats into tickets within MS Teams when employees need assistance.
- Ticket management across workspace: The seamless integration with M365 ensures you can work from anywhere—desktop, web, app, mobile, etc.
- Prioritization preference for value delivery: This allows you to streamline your workday with rule-based and event-based workflows that help prioritize requests.
Pros
- User-friendly and easy to use
- Offers seamless customization. You can tailor the Analyst portal based on your needs.
Cons
- Users report issues with the web backend and experience frequent logouts when clicking the link. This affects the overall user experience.
- Users also report that the escalation setting is not flexible, making it difficult to prioritize tickets that need immediate attention.
Pricing
- Microsoft Teams Ticketing: Starts at $16 per agent per month with a minimum of 3 agent requirements.
- Microsoft 365 Service Desk: Starts at $24 per agent per month with a minimum of 3 agent requirements.
- Microsoft 365 ITSM: Starts at $34 per agent per month with a minimum of 3 agents.
COMPARISON TABLE : TOP FRESHSERVICE ALTERNATIVES COMPARED
Key Takeaways: Choosing the Best Freshservice Alternative
Rezolve.ai leads in desktop automation and SharePoint integration with 65% auto-resolution, while Tikit offers transparent pricing. Moveworks excels in enterprise search, but only agentic AI platforms eliminate the separate portal friction that plagues Freshservice.
Expert Insight
"Traditional ITSM platforms force employees to adapt to technology. The future belongs to agentic AI systems that adapt to employees—meeting them in Microsoft Teams, understanding context from multiple knowledge sources, and autonomously resolving issues through desktop automation. When your IT support becomes as natural as asking a colleague for help, that's when you've truly transformed employee experience."
— Saurabh Kumar, CEO, Rezolve.ai
ITSM Predictions for 2026
The ITSM landscape is shifting from reactive ticketing to proactive, agentic support. Here's what enterprise IT leaders should prepare for:
Agentic AI becomes the baseline expectation. Platforms will move beyond chatbots to autonomous agents that predict issues, execute complex workflows, and resolve problems without human prompting. Auto-resolution rates below 70% will be considered outdated.
Service portals become obsolete. Standalone ITSM portals will disappear as IT support embeds directly into Microsoft Teams, Slack, and similar platforms. Employees will expect help without leaving their workflow.
Knowledge unification reaches maturity. Modern platforms will seamlessly synthesize information from every source—SharePoint, websites, documents, tickets, and real-time system data—creating continuously learning systems that improve without manual intervention.
Predictive support replaces reactive ticketing. Agentic AI will identify and resolve issues before employees notice them, fundamentally shifting IT teams from firefighting to strategic initiatives.
Organizations still using traditional platforms like Freshservice in 2026 will struggle with talent retention as employees expect consumer-grade, conversational IT experiences.
Key Takeaways: The Future of ITSM Beyond Freshservice
By 2026, agentic AI with 70%+ auto-resolution becomes standard, service portals disappear into collaboration tools, and predictive support replaces reactive ticketing—leaving traditional platforms like Freshservice at a significant competitive disadvantage.
Choosing the Right Freshservice Alternative
Selecting the right ITSM platform means addressing Freshservice's core weaknesses: limited knowledge sources, lack of desktop automation, poor Microsoft Teams integration, and basic AI capabilities. The ideal solution should reduce IT workload while delivering an intuitive employee experience.
Rezolve.ai differentiates itself through native Microsoft Teams deployment, eliminating separate portals and training requirements. Its agentic AI ingests knowledge from SharePoint, websites, PDFs, and offline documents—far beyond Freshservice's limited options. The platform's desktop automation handles routine tasks like software installation and troubleshooting without agent involvement, a capability Freshservice and most competitors still lack.
For enterprises using Microsoft 365, the choice often comes down to integration depth and automation capabilities. While Tikit offers basic Teams integration and Moveworks provides strong search capabilities, only platforms with true agentic AI and desktop automation deliver the 60%+ auto-resolution rates that transform IT economics.
Key Takeaways
- Freshservice limitations include poor SharePoint integration, no desktop automation, incomplete Teams functionality, and basic AI with sub-25% auto-resolution
- Agentic AI platforms like Rezolve.ai achieve up to 65% auto-resolution versus traditional ITSM tools at 15-25%
- Native Microsoft Teams integration eliminates separate portals, reduces training time, and keeps employees in their natural workflow
- Desktop automation autonomously handles software installations, troubleshooting, and system maintenance without agent intervention
- Multi-source knowledge ingestion from SharePoint, websites, and documents provides comprehensive responses that continuously improve
- Total cost of ownership includes implementation time, training requirements, agent productivity gains, and time-to-value beyond licensing fees
Conclusion
The gap between traditional ITSM platforms and agentic AI solutions widens as organizations demand higher auto-resolution rates and seamless collaboration tool integration. Enterprises achieving 65% auto-resolution today gain immediate advantages in cost reduction, employee satisfaction, and IT team capacity. The question isn't whether to upgrade from Freshservice, but which modern alternative aligns with your Microsoft ecosystem, automation requirements, and employee experience goals. Choose a platform that meets employees where they work, learns from your knowledge sources, and autonomously resolves issues—not one that adds another portal to manage.
You can take a personalized demo to see how Rezolve.ai seamlessly integrates with your needs!
Frequently Asked Questions
1. Why do enterprises switch from Freshservice?Key pain points include glitchy ticket scheduling, limited customization, poor SharePoint integration, no desktop automation, and incomplete Microsoft Teams support. Most critically, Freshservice's basic AI achieves only 15-25% auto-resolution versus 60-70% with modern agentic platforms.
2. How does Rezolve.ai achieve 65% auto-resolution versus Freshservice?Rezolve.ai combines agentic AI with desktop automation to autonomously handle software installations, troubleshooting, and system maintenance. Its multi-source knowledge base learns from SharePoint, websites, and documents—capabilities Freshservice lacks—resulting in more accurate responses and higher resolution rates.
3. Which alternative offers the best Microsoft Teams integration?Rezolve.ai provides full conversational ticketing, desktop automation, and SharePoint knowledge ingestion within Teams. Tikit offers basic ticket creation but lacks automation and advanced knowledge capabilities. For seamless Teams experience with maximum automation, Rezolve.ai delivers the most comprehensive solution.
4. What is desktop automation and why is it critical?Desktop automation enables AI to perform IT tasks directly on user devices—installations, troubleshooting, configurations—without agent intervention. Most platforms including Freshservice lack this because it requires sophisticated agentic AI. Desktop automation dramatically reduces ticket volumes and frees agents for complex issues.
5. What ROI timeline should we expect after switching?Most organizations see ROI within 3-4 months. Investors Community Bank achieved 50% ticket reduction in three months. Patelco Credit Union significantly reduced call volumes within four months. Beyond agent workload reduction, enterprises report faster resolution times and IT teams refocused on strategic initiatives.
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