Compare Freshservice and Incident IQ 
At a Glance
Market Segments
Mid-Market (62.5% of reviews)
Mid-Market (50.9% of reviews)
Entry-Level Pricing
$19.00
No pricing available
Freshservice
Star Rating
(1,238)4.6 out of 5
Market Segments
Mid-Market (62.5% of reviews)
Entry-Level Pricing
$19.00
Free Trial is available
Browse all 3 pricing plansIncident IQ
Star Rating
(219)4.6 out of 5
Market Segments
Mid-Market (50.9% of reviews)
Entry-Level Pricing
No pricing available
Learn more about Incident IQSummary
AI Generated Summary
AI-generated. Powered by real user reviews.
- Users report that Freshservice excels in its Ticketing System with a score of 9.5, highlighting its intuitive interface and efficient ticket management features. In contrast, Incident IQ, while still strong, has a slightly lower score in this area, indicating room for improvement.
- Reviewers mention that Freshservice's Customer Portal is user-friendly and provides a seamless experience for end-users, scoring 8.7. Meanwhile, users on G2 note that Incident IQ's portal could benefit from enhanced customization options, as it scored lower at 8.5.
- G2 users highlight Freshservice's superior Automation capabilities, scoring 8.8, which allows for efficient ticket routing and response automation. Users report that Incident IQ's automation features, while functional, do not match the level of sophistication found in Freshservice.
- Reviewers mention that Freshservice's Knowledge Base integration with tickets is rated at 8.6, making it easy for users to find solutions quickly. In contrast, Incident IQ's integration is rated lower at 8.4, suggesting that users may face challenges in accessing relevant information.
- Users say that Freshservice's Mobile User Support is robust, with a score of 8.4, allowing for effective management on-the-go. Conversely, users on G2 report that Incident IQ's mobile support, rated at 8.0, lacks some features that would enhance usability.
- Reviewers mention that Freshservice's Reporting features, with a score of 8.5, provide comprehensive insights into ticketing trends and performance metrics. Users report that Incident IQ's reporting capabilities, while adequate, do not offer the same depth of analysis, scoring slightly lower at 8.9.
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Pricing
Entry-Level Pricing
Freshservice
STARTER
$19.00
For getting started
- Incident Management
- Knowledge Base
- Self Service Portal
Incident IQ
No pricing availableFree Trial
Freshservice
Free Trial is available
Incident IQ
No trial information availableRatings
Meets Requirements
8.9
1,105
9.0
203
Ease of Use
9.2
1,104
8.9
205
Ease of Setup
8.8
890
8.9
99
Ease of Admin
9.0
909
9.0
105
Quality of Support
9.0
1,066
9.1
186
Has the product been a good partner in doing business?
9.1
885
9.4
101
Product Direction (% positive)
9.4
1,094
9.4
200
Features by Category
Ticket and Case Management
Not enough data
8.8
91
Not enough data
8.8
91
Not enough data
8.9
92
Not enough data
8.9
83
Not enough data
8.7
66
Not enough data
9.0
91
Not enough data
9.0
89
Not enough data
8.8
75
Generative AI
Not enough data
Feature Not Available
Not enough data
Feature Not Available
Communication Channels
Not enough data
8.7
81
Not enough data
8.6
74
Not enough data
7.9
46
Not enough data
Feature Not Available
Not enough data
Feature Not Available
Platform
Not enough data
8.0
63
Not enough data
8.7
79
Not enough data
8.6
83
Not enough data
9.0
84
Not enough data
8.5
80
Not enough data
8.9
84
Administration
8.6
280
|
Verified
Not enough data
8.3
308
|
Verified
Not enough data
8.3
333
|
Verified
Not enough data
Service Desk
9.4
362
|
Verified
Not enough data
9.1
337
|
Verified
Not enough data
8.9
329
|
Verified
Not enough data
Management
8.5
273
|
Verified
Not enough data
8.9
280
|
Verified
Not enough data
8.8
244
|
Verified
Not enough data
8.5
247
|
Verified
Not enough data
8.2
193
|
Verified
Not enough data
Functionality
9.5
293
|
Verified
Not enough data
8.8
232
|
Verified
Not enough data
8.8
229
|
Verified
Not enough data
8.8
263
|
Verified
Not enough data
Customization
Not enough data
Not enough data
Not enough data
Not enough data
HR Content
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Logistics
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
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
Generative AI
Not enough data
Feature Not Available
Not enough data
Feature Not Available
Monitoring
8.4
233
|
Verified
Not enough data
8.7
268
|
Verified
Not enough data
8.8
285
|
Verified
Not enough data
Management Tools
9.1
306
|
Verified
Not enough data
8.9
295
Not enough data
8.5
261
|
Verified
Not enough data
Generative AI
8.3
102
Not enough data
8.2
102
Not enough data
Asset Inventory
Not enough data
9.2
95
Not enough data
8.7
72
Not enough data
8.6
65
Not enough data
8.5
77
Not enough data
8.7
74
Generative AI
Not enough data
Feature Not Available
Not enough data
Feature Not Available
Management
Not enough data
9.0
89
Not enough data
8.7
74
Not enough data
8.4
55
Not enough data
8.9
87
Generative AI
7.5
53
Not enough data
Self-Service Experience
8.6
113
Not enough data
8.9
109
Not enough data
7.3
90
Not enough data
7.6
91
Not enough data
8.2
111
Not enough data
Self-Service Platform
8.5
111
Not enough data
8.7
115
Not enough data
7.3
85
Not enough data
8.0
107
Not enough data
Generative AI
8.0
50
Not enough data
Incident Management
9.1
699
9.0
120
8.9
702
8.9
112
9.0
755
8.9
122
8.6
691
8.4
115
8.7
656
8.4
109
Reporting
8.6
737
8.9
120
8.2
602
8.7
104
8.2
580
8.5
91
Access & Usability
8.4
665
8.0
105
8.9
688
8.5
107
8.5
515
8.6
104
8.7
527
8.6
90
Analysis
7.5
154
Not enough data
Platform
8.3
209
Not enough data
8.3
192
Not enough data
8.7
235
Not enough data
8.4
262
Not enough data
8.7
294
Not enough data
Security
7.8
158
Not enough data
7.1
87
Not enough data
7.6
146
Not enough data
8.9
263
Not enough data
8.8
265
Not enough data
Categories
Categories
Shared Categories
Freshservice and Incident IQ are categorized as Service Desk
Unique Categories
Freshservice is categorized as IT Service Management (ITSM) Tools, IT Alerting, Incident Management, Enterprise IT Management, and Customer Self-Service
Incident IQ is categorized as HR Service Delivery, IT Asset Management, School Management, and Help Desk
Reviews
Reviewers' Company Size
Freshservice
Small-Business(50 or fewer emp.)
Mid-Market(51-1000 emp.)
Enterprise(> 1000 emp.)
Incident IQ
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
19.8%
Computer Software
5.3%
Construction
4.5%
Education Management
3.6%
Financial Services
3.5%
Other
63.3%
Primary/Secondary Education
38.4%
Information Technology and Services
23.1%
Education Management
21.3%
Computer Software
2.3%
Telecommunications
1.9%
Other
13.0%
Most Helpful Reviews
Freshservice
Most Helpful Favorable Review
Rajaraman S.
Verified User in Computer Software
Chargebee chose Freshservice as its ITSM solution to help organize its processes and streamline its change, release, and incident management. Freshservice’s simple and efficient user interface, AWS integration, elegant UI to track incident management and...
Most Helpful Critical Review
Michael S.
Verified User in Furniture
Their internal Helpdesk customer service is abysmal for a company specializing in Helpdesk software. You send them an issue with screen shots and all the details. Their responses have nothing to do with the issue at hand, and you will need to reiterate the...
Incident IQ
Most Helpful Favorable Review
Charles B.
Verified User in Primary/Secondary Education
Incident IQ manages to keep me engaged in one portal instead of several, it's so much easier to operate than having separated systems across multiple different portals! It also streamlines my work flow so I do not get tripped up!
Most Helpful Critical Review
B.J. K.
Verified User in Primary/Secondary Education
Trying to run different reports. Not very easy to figure out.
Rajaraman S.
Verified User in Computer Software
Chargebee chose Freshservice as its ITSM solution to help organize its processes and streamline its change, release, and incident management. Freshservice’s simple and efficient user interface, AWS integration, elegant UI to track incident management and...
Charles B.
Verified User in Primary/Secondary Education
Incident IQ manages to keep me engaged in one portal instead of several, it's so much easier to operate than having separated systems across multiple different portals! It also streamlines my work flow so I do not get tripped up!
Michael S.
Verified User in Furniture
Their internal Helpdesk customer service is abysmal for a company specializing in Helpdesk software. You send them an issue with screen shots and all the details. Their responses have nothing to do with the issue at hand, and you will need to reiterate the...
B.J. K.
Verified User in Primary/Secondary Education
Trying to run different reports. Not very easy to figure out.
Alternatives
Discussions
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
I still have trouble making Probe work properly.
2 comments
Official Response from Freshservice
"If the issue persists, write to support@freshservice.com"Read more
How are you priced?
2 comments
Official Response from Incident IQ
Incident IQ is priced based on student enrollment, creating a price point that is accessible for districts of all sizes. Read more
Do you integrate with single sign-on providers?
2 comments
Official Response from Incident IQ
Yes. Incident IQ currently integrates with Google SSO, Azure, and Microsoft Local AD. Integrations with further SSO providers will be released in the near...Read more
Do you have a mobile app?
1 comment
Official Response from Incident IQ
Yes. Incident IQ features a native mobile app, built for iOS and Android. Read more
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