Freshservice is a genuinely capable ITSM platform with strong ITIL features. The honest question for a lean IT team is whether you need that depth — and what the per-agent maths looks like once everyone who touches tickets needs a seat.
| DeskNova | Freshservice | |
|---|---|---|
| Pricing | One simple approach — free to start, flat plans topping out at ₹1,999/month per workspace | Per-agent pricing that commonly runs from around $19 to $99+ per agent / month depending on tier — every extra agent is a new line on the bill |
| AI assistance | Included at every level — drafts grounded in your knowledge base, suggest-only (a person always approves), no per-use fees, bring your own AI key if you prefer | Freddy AI capabilities are concentrated on higher tiers or priced separately |
| IT assets & vendors | Built in — assets, vendors, contracts, warranty & AMC renewal reminders | Asset management included but typically quota-limited by plan — more assets can mean paying more |
| Live visual support | Built-in Live Sessions — browser video from any ticket, no install for the customer; flip-camera + photo-to-ticket for visual troubleshooting | No built-in browser video for end-user support — visual troubleshooting means a separate remote-support tool |
| SLAs | Included — targets pre-set for your industry, tracked automatically on every ticket | Strong SLA and ITIL tooling — a real strength |
| Self-service portal | Branded self-service portal included — with automatic follow-ups when requesters go quiet | Mature service catalog and portal |
| Setup & support | Minutes — guided setup, sample data to see it working in 30 seconds, founder-led support | More to configure — its ITIL depth is powerful, and takes admin time to use well |
Competitor pricing and packaging reflect our research as of mid-2026 and can change — always check their current pricing page for the plan you'd actually need.
For lean IT teams, DeskNova covers the core honestly: tickets with SLAs, a service catalog with approvals, assets and vendors with renewal reminders, onboarding/offboarding journeys, and reporting. What it deliberately does not chase is heavyweight ITIL process tooling for large enterprises.
Freshservice charges per agent per month, so the bill scales with team size. DeskNova charges one flat price per workspace — free to start, topping out at ₹1,999/month — so adding your seventh or seventeenth agent costs nothing extra.
Live Sessions is DeskNova’s built-in visual support: from any ticket an agent starts a browser video call, the customer joins from a link with nothing to install, flips their phone camera at the problem hardware, and the agent saves photos straight to the ticket. Freshservice does not include built-in end-user video — that typically means buying and juggling a separate remote-support tool.
Want the full story? Read the detailed write-up: DeskNova vs Freshservice — the complete comparison.
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