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Compare Freshservice and Xurrent 
At a Glance
Market Segments
Mid-Market (62.4% of reviews)
Enterprise (53.3% of reviews)
Entry-Level Pricing
$19.00
Contact Us
Freshservice
Star Rating
(1,290)4.6 out of 5
Market Segments
Mid-Market (62.4% of reviews)
Entry-Level Pricing
$19.00
Free Trial is available
Browse all 3 pricing plansXurrent
Star Rating
(81)4.6 out of 5
Market Segments
Enterprise (53.3% of reviews)
Entry-Level Pricing
Contact Us
Free Trial is available
Learn more about XurrentSummary
AI Generated Summary
AI-generated. Powered by real user reviews.
- Users report that Freshservice excels in its Help Desk functionality with a score of 9.4, while Xurrent follows closely with a score of 8.9. Reviewers mention that Freshservice's intuitive interface makes it easier for teams to manage tickets effectively.
- Reviewers mention that Freshservice's Automate Ticket Routing feature scores 9.1, indicating a strong capability in streamlining ticket management. In contrast, Xurrent's score of 8.8 suggests it is effective but may not be as efficient in automating workflows.
- G2 users highlight the Quality of Support for both products, with Freshservice scoring 9.0 and Xurrent slightly higher at 9.2. Users say that Xurrent's support team is particularly responsive, which can be crucial for businesses needing immediate assistance.
- Users on G2 report that Freshservice's Incident Reports feature is rated at 9.1, showcasing its robust reporting capabilities. Xurrent's score of 8.5 indicates it may lack some advanced reporting features that Freshservice offers.
- Reviewers mention that Freshservice's Self-Service Experience is rated at 8.9, which includes a well-integrated Knowledge Base. In comparison, Xurrent's self-service features are rated slightly lower, suggesting that users may find Freshservice's resources more accessible and user-friendly.
- Users say that Freshservice's Mobile Optimization is rated at 7.6, which could be a drawback for teams that rely heavily on mobile access. Xurrent, with a score of 7.9, offers slightly better mobile usability, making it a better choice for on-the-go support teams.
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Pricing
Entry-Level Pricing
Freshservice
STARTER
$19.00
For getting started
- Incident Management
- Knowledge Base
- Self Service Portal
Xurrent
Premium
Contact Us
Enterprise Service Management
Most organizations have already realized that their people are more productive when they can quickly get help when they need it. That is why modern organizations offer a single self-service portal where their employees can get support from IT, HR, Finance, Marketing, Legal, Facilities Management, etc. The Premium plan is there for any organization that is ready to expand beyond the traditional self-service support that IT departments provide.
The Premium plan includes the ability to set up a directory account so that the organization structure, employee and site information is maintained centrally and does not require any effort from the different departments that offer support. Xurrent’s unique directory account feature is also valuable for multinationals that have, for example, an IT and HR department in multiple countries, as well as a shared services organization for Finance.
Organizations eager to automate manual tasks will find the Automation Rules functionality of the Premium plan compelling. Using Xurrent, they are able to identify the administrative tasks that are performed frequently and require a significant manual effort. The cost of this effort can then be eliminated using Xurrent’s automation capabilities.
Pricing for this plan depends primarily on the number of users and the procurement process of the organization. Special discounts are available for higher education, governments and NGOs.
To request a quote, please submit your company email address and a telephone number. A representative from Xurrent will contact you within 2 business days to understand the scope of your organization’s service management needs and its procurement process requirements.
- All features listed in the other pricing plans
- Portfolio management
- Project management
Free Trial
Freshservice
Free Trial is available
Xurrent
Free Trial is available
Ratings
Meets Requirements
8.9
1,156
8.9
63
Ease of Use
9.2
1,155
9.1
64
Ease of Setup
8.8
939
8.7
44
Ease of Admin
9.0
954
8.8
44
Quality of Support
9.0
1,117
9.2
62
Has the product been a good partner in doing business?
9.1
930
9.3
44
Product Direction (% positive)
9.5
1,143
9.8
60
Features by Category
Administration
8.6
308
|
Verified
8.7
39
8.4
334
|
Verified
8.2
38
8.3
361
|
Verified
8.3
40
Service Desk
9.4
390
|
Verified
8.9
40
9.1
365
|
Verified
8.5
40
8.8
357
|
Verified
9.0
40
Management
8.5
300
|
Verified
8.4
38
8.9
307
|
Verified
9.1
36
8.8
272
|
Verified
8.8
31
8.5
274
|
Verified
8.7
34
8.2
219
|
Verified
8.2
30
Functionality
9.4
321
|
Verified
9.4
40
8.8
259
|
Verified
7.7
31
8.8
256
|
Verified
8.1
32
8.8
290
|
Verified
8.6
39
Agentic AI - IT Service Management (ITSM) Tools
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
Monitoring
8.3
260
|
Verified
7.4
34
8.6
296
|
Verified
8.7
35
8.8
313
|
Verified
8.5
39
6.4
18
Not enough data
Management Tools
9.1
334
|
Verified
9.0
41
8.9
324
9.0
38
8.5
288
|
Verified
8.5
39
Generative AI
7.9
129
8.8
12
7.9
129
8.9
11
Agentic AI - Incident 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
Generative AI
7.3
70
Not enough data
Self-Service Experience
8.4
131
Not enough data
8.7
127
Not enough data
7.2
107
Not enough data
7.6
109
Not enough data
8.2
128
Not enough data
Self-Service Platform
8.5
129
Not enough data
8.7
133
Not enough data
7.2
102
Not enough data
8.1
124
Not enough data
Agentic AI - Customer Self-Service
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
Generative AI
7.8
65
Not enough data
Agentic AI - IT Alerting
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
Incident Management
9.1
727
8.8
47
8.9
730
8.4
45
9.0
783
8.2
48
8.6
719
8.6
46
8.6
684
8.7
46
Reporting
8.6
765
8.4
45
8.2
629
8.0
47
8.2
607
7.7
36
Access & Usability
8.4
693
7.9
42
8.9
716
8.8
46
8.5
541
8.5
42
8.7
553
8.8
33
Agentic AI - Service Desk
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
Analysis
7.6
174
Feature Not Available
Platform
8.3
230
9.0
24
8.2
213
8.6
24
8.7
256
8.8
27
8.4
284
8.3
28
8.7
316
8.7
30
Security
7.8
179
8.0
21
7.1
108
7.4
20
7.5
167
Feature Not Available
8.9
284
9.5
28
8.8
287
9.3
30
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
Freshservice and Xurrent are categorized as IT Service Management (ITSM) Tools, Incident Management, Enterprise IT Management, and Service Desk
Unique Categories
Freshservice is categorized as IT Alerting and Customer Self-Service
Xurrent has no unique categories
Reviews
Reviewers' Company Size
Freshservice
Small-Business(50 or fewer emp.)
Mid-Market(51-1000 emp.)
Enterprise(> 1000 emp.)
Xurrent
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
19.9%
Computer Software
5.4%
Construction
4.5%
Education Management
3.5%
Financial Services
3.5%
Other
63.2%
Information Technology and Services
29.3%
Insurance
9.3%
Hospital & Health Care
5.3%
Computer Software
5.3%
Automotive
5.3%
Other
45.3%
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...
Xurrent
Most Helpful Favorable Review
Verified User in Hospital & Health Care
The program contains lots of features for the users. Service management, project and even portfolio management etc. I think this program could be called as, "all in one".
Most Helpful Critical Review
Andrew M.
Verified User in Human Resources
Not much it is a user friendly service to use
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...
Verified User in Hospital & Health Care
The program contains lots of features for the users. Service management, project and even portfolio management etc. I think this program could be called as, "all in one".
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...
Andrew M.
Verified User in Human Resources
Not much it is a user friendly service to use
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
Xurrent has no discussions with answers
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