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Compare Autotask and Freshservice 
Featured Products
At a Glance
Market Segments
Small-Business (68.6% of reviews)
Mid-Market (62.2% of reviews)
Entry-Level Pricing
No pricing available
$19.00
Autotask
Star Rating
(520)4.3 out of 5
Market Segments
Small-Business (68.6% of reviews)
Pros & Cons
Entry-Level Pricing
No pricing available
Learn more about AutotaskFreshservice
Star Rating
(1,307)4.6 out of 5
Market Segments
Mid-Market (62.2% of reviews)
Pros & Cons
Entry-Level Pricing
$19.00
Free Trial is available
Browse all 3 pricing plansSummary
AI Generated Summary
AI-generated. Powered by real user reviews.
- G2 reviewers report that Autotask excels in its role as a comprehensive Professional Services Automation (PSA) tool, effectively managing help desk tickets and prioritizing tasks. Users appreciate its ability to enhance operational efficiency through configurable automations for ticket routing.
- Users say Freshservice stands out for its intuitive interface and modern tools that streamline customer support management. Reviewers highlight how it has consolidated multiple applications into a single platform, making it easier to handle support across various departments.
- According to verified reviews, Autotask has a strong focus on small businesses, with 68.6% of its reviews coming from this segment. This focus allows it to cater specifically to the needs of smaller organizations, although it may not offer the same breadth of features as Freshservice for larger teams.
- Reviewers mention that Freshservice offers a higher quality of support, with users praising its responsiveness and helpfulness. This is reflected in its strong ratings for support quality, which can be crucial for organizations that rely heavily on timely assistance.
- G2 reviewers highlight that while Autotask has a solid reporting and analytics feature set, Freshservice provides a more versatile approach, allowing users to customize submissions and workflows, which has been particularly beneficial for organizations looking to adapt the software to their unique processes.
- Users report that Autotask's implementation process is efficient, but Freshservice takes the lead with a more user-friendly setup experience. Reviewers appreciate how quickly they can get started with Freshservice, making it a favorable choice for teams looking to minimize downtime during onboarding.
Pricing
Entry-Level Pricing
Autotask
No pricing availableFreshservice
STARTER
$19.00
For getting started
- Incident Management
- Knowledge Base
- Self Service Portal
Free Trial
Autotask
No trial information availableFreshservice
Free Trial is available
Ratings
Meets Requirements
8.5
447
8.9
1,168
Ease of Use
8.0
479
9.2
1,170
Ease of Setup
7.5
367
8.8
953
Ease of Admin
7.7
265
9.0
957
Quality of Support
8.2
416
9.0
1,128
Has the product been a good partner in doing business?
8.4
257
9.1
932
Product Direction (% positive)
8.5
445
9.5
1,155
Features by Category
Administration
8.0
178
8.6
320
|
Verified
8.0
180
8.4
345
|
Verified
8.1
182
8.4
373
|
Verified
Service Desk
9.1
185
9.4
402
|
Verified
8.5
182
9.1
377
|
Verified
8.4
182
8.8
369
|
Verified
Management
8.2
180
8.5
312
|
Verified
8.3
181
8.9
319
|
Verified
8.4
178
8.8
283
|
Verified
8.0
176
8.5
286
|
Verified
7.5
172
8.2
230
|
Verified
Functionality
9.2
180
9.4
333
|
Verified
8.4
177
8.7
271
|
Verified
8.6
180
8.7
268
|
Verified
8.3
178
8.8
303
|
Verified
Agentic AI - IT Service Management (ITSM) Tools
5.6
11
8.0
9
5.8
11
7.8
9
6.2
11
8.0
9
5.9
11
7.6
9
6.1
11
7.4
9
5.3
10
8.1
9
6.2
11
8.3
9
Monitoring
Not enough data
8.3
267
|
Verified
Not enough data
8.6
303
|
Verified
Not enough data
8.8
320
|
Verified
Not enough data
6.1
25
Management Tools
Not enough data
9.1
341
|
Verified
Not enough data
8.9
331
Not enough data
8.5
295
|
Verified
Generative AI
Not enough data
7.8
136
Not enough data
7.8
135
Agentic AI - Incident Management
Not enough data
5.6
6
Not enough data
5.6
6
Not enough data
5.8
6
Not enough data
7.0
5
Not enough data
6.3
5
Not enough data
7.0
5
Not enough data
7.0
5
Customer Management
8.0
181
|
Verified
Not enough data
7.1
178
|
Verified
Not enough data
6.1
175
|
Verified
Not enough data
7.2
180
|
Verified
Not enough data
Project Management
6.9
179
Not enough data
7.0
177
|
Verified
Not enough data
7.3
173
|
Verified
Not enough data
7.6
174
|
Verified
Not enough data
Accounting
7.2
173
Not enough data
7.3
172
|
Verified
Not enough data
6.5
166
Not enough data
6.8
170
Not enough data
6.5
168
|
Verified
Not enough data
Portfolio Management
6.8
168
Not enough data
6.8
167
Not enough data
6.6
165
Not enough data
6.6
164
Not enough data
Analytics
6.7
167
|
Verified
Not enough data
7.4
172
|
Verified
Not enough data
7.4
168
|
Verified
Not enough data
Administration
7.8
176
|
Verified
Not enough data
8.2
171
|
Verified
Not enough data
8.0
173
|
Verified
Not enough data
Platform
8.3
171
|
Verified
Not enough data
7.4
160
|
Verified
Not enough data
8.6
172
|
Verified
Not enough data
6.4
164
|
Verified
Not enough data
4.7
161
|
Verified
Not enough data
Generative AI
5.8
88
Not enough data
6.1
88
Not enough data
Artificial Intelligence - Professional Services Automation
5.3
32
Not enough data
5.1
31
Not enough data
6.2
30
Not enough data
Agentic AI - Professional Services Automation
5.6
32
Not enough data
5.6
32
Not enough data
Generative AI
Not enough data
7.2
75
Self-Service Experience
Not enough data
8.4
136
Not enough data
8.7
132
Not enough data
7.1
112
Not enough data
7.6
114
Not enough data
8.2
133
Self-Service Platform
Not enough data
8.5
134
Not enough data
8.7
138
Not enough data
7.1
107
Not enough data
8.1
129
Agentic AI - Customer Self-Service
Not enough data
6.0
5
Not enough data
5.3
5
Not enough data
5.3
5
Not enough data
5.3
5
Not enough data
5.3
5
Not enough data
5.0
5
Not enough data
5.3
5
Generative AI
Not enough data
7.7
70
Agentic AI - IT Alerting
Not enough data
Not enough data
Not enough data
7.0
5
Not enough data
7.0
5
Not enough data
7.0
5
Not enough data
Not enough data
Not enough data
7.0
5
Not enough data
7.0
5
Incident Management
8.1
237
9.1
736
8.4
236
8.9
739
8.4
235
9.0
792
7.0
230
8.6
728
7.3
231
8.6
693
Reporting
8.7
234
8.6
774
8.8
234
8.2
637
7.4
228
8.2
616
Access & Usability
6.1
230
8.4
702
7.9
230
8.9
725
7.2
225
8.5
550
7.6
223
8.7
562
Agentic AI - Service Desk
5.6
14
7.1
8
5.6
14
6.7
8
5.2
14
7.1
8
4.8
14
6.7
8
4.4
13
7.1
8
4.5
13
6.7
8
5.1
14
6.7
8
Analysis
Not enough data
7.6
175
Platform
Not enough data
8.3
231
Not enough data
8.2
214
Not enough data
8.7
257
Not enough data
8.4
285
Not enough data
8.7
317
Security
Not enough data
7.8
180
Not enough data
7.0
109
Not enough data
7.5
168
Not enough data
8.9
285
Not enough data
8.8
288
Agentic AI - Enterprise IT Management
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Categories
Categories
Shared Categories
Autotask and Freshservice are categorized as IT Service Management (ITSM) Tools and Service Desk
Unique Categories
Autotask is categorized as Professional Services Automation
Freshservice is categorized as IT Alerting, Incident Management, Enterprise IT Management, and Customer Self-Service
Reviews
Reviewers' Company Size
Autotask
Small-Business(50 or fewer emp.)
Mid-Market(51-1000 emp.)
Enterprise(> 1000 emp.)
Freshservice
Small-Business(50 or fewer emp.)
Mid-Market(51-1000 emp.)
Enterprise(> 1000 emp.)
Small-Business
(50 or fewer emp.)
Mid-Market
(51-1000 emp.)
Enterprise
(> 1000 emp.)
Reviewers' Industry
Information Technology and Services
52.4%
Computer & Network Security
17.3%
Computer Software
6.3%
Computer Networking
3.4%
Telecommunications
2.4%
Other
18.3%
Information Technology and Services
19.7%
Computer Software
5.5%
Construction
4.5%
Education Management
3.6%
Hospital & Health Care
3.4%
Other
63.4%
Alternatives
Discussions
What is Autotask Professional Services Automation (PSA) used for?
2 Comments
UA
A tool (CRM plus ERP Module) specifically designed for the Managed IT Service Providers (MSPs). This tool not only helps in capturing the long term contracts...Read more
Autotask has no more discussions with answers
How has your experience been with Freshservice support?
12 Comments
DM
I have interacted with them a number of times. Often they respond within the hour. They are always helpful and available to get onto zoom sessions to explain...Read more
Whats the best way to populate our inventory?
3 Comments
PB
Deploying the Freshservice Discovery Agent via GPO did the trick for...Read more
What is Freshservice used for?
3 Comments
JR
<p>IT Service Management aligned with ITIL4 framework. From ticketing system to project management, Fresh Service it's a global solution perfect for managing...Read more
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