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Head-to-head · Self Service Software

Freshservice vs Matrix42 Enterprise Service Management

  • Updated Oct 2026
  • Both researched from official sources
  • 3 checks side by side
Higher score Freshservice #1 in Self Service Software 9.2/10 14-day trial Free trial✓ 1 of 3 features Visit Freshservice
Matrix42 Enterprise Service Management #6 in Self Service Software 8.7/10 Pricing on request · 30-day trial Free trial✓ 2 of 3 features Visit Matrix42

Freshservice leads on 0 checks, Matrix42 Enterprise Service Management on 0, and 3 are even. Who comes out ahead on the 3 yes/no, price and count checks where we have data for both products. The editor score weighs everything else too.

Our verdict

  • Highest scoreFreshservice · 9.2/10
  • Free trialboth
  • Most featuresMatrix42 Enterprise Service Management · 2 of 3

Freshservice scores higher on our rubric for self service software: 9.2 against 8.7 out of 10; our editors rank them #1 and #6.

Freshservice is the better fit for IT teams needing a full employee service desk. Matrix42 Enterprise Service Management is the better fit for large organizations spanning IT and business services.

  • Freshservice fits best

    IT teams needing a full employee service desk

  • Matrix42 Enterprise Service Management fits best

    Large organizations spanning IT and business services

Advertiser disclosure: iTechGuides is reader-supported. Vendors can pay for top positions in our rankings and for a place on other products' pages, and we may earn a commission when you click some links. Bought places stand at the number bought; this page and our disclosure say so. Paying vendors may get a fuller, more detailed review from our editors, and that review can change their score. How we rank.

Side by side

Feature Freshservice 9.2/10 Visit ↗ Matrix42 Enterprise Service Management 8.7/10 Visit ↗
At a glance
Editor score 9.2 8.7
Ranking #1 in Self Service Software #6 in Self Service Software
Best for IT teams needing a full employee service desk Large organizations spanning IT and business services
Pricing model Paid Paid
Starting price $19/user/mo Pricing on request · 30-day trial
Free plan — —
Free trial 14 days 30 days
Free trial length 14 days · no card needed 30 days
Deployment Cloud, Mobile Cloud, Self-hosted
Platforms Web, iOS, Android Web, iOS, Android
Support Email, Community Email, Phone, Tickets, Community, Docs
Compliance SOC 2, GDPR, SSO/SAML ISO 27001, GDPR
Integrations 2 integrations 400+ integrations
Built for Small business, Mid-market, Enterprise Mid-market, Enterprise
Features Freshservice 1/3 · Matrix42 Enterprise Service Management 2/3
Customer portal Not checked yet Not checked yet
Knowledge base ✓ ✓
Employee portal Not checked yet ✓ (best)
Specs
Workflow automation Not checked yet Not checked yet
Supported languages Not checked yet Not checked yet
Listed integrations Not checked yet Not checked yet
Our review
Pros
  • Combines portal, catalog, knowledge, and incident ticketing.
  • Adds asset, CMDB, approval, and no-code workflow management.
  • Supports web, iOS, Android, Slack, and Microsoft Teams.
  • Connects employee self-service, service catalogs, knowledge, and approvals
  • Supports IT and business service processes with asset and configuration context
  • Offers cloud or self-hosted deployment and integrations with 400 systems
Cons
  • No free plan; access starts with a paid per-agent subscription.
  • Annual-billing prices are the published starting rates.
  • Problem and change management start at the Pro tier.
  • Subscription pricing is quote-based rather than published
  • Its broad scope may exceed the needs of teams seeking a focused service desk
  • The 30-day trial's card requirements and refund terms are not specified
Our verdict

Freshservice is a cloud-based IT service management platform for IT teams and other employee service functions. It combines incident and request handling with an employee support portal, service catalog, searchable knowledge management,…

Read the review →

Matrix42 Enterprise Service Management brings employee self-service, service catalogs, service desk processes, knowledge, workflow automation, and asset context into one platform. It is aimed at mid-market and enterprise organizations…

Read the review →
  1. FreshserviceSelf Service Software 9.214-day trial
  2. Matrix42 Enterprise Service ManagementSelf Service Software 8.7Pricing on request · 30-day trial

Strengths and trade-offs

  • Freshservice — where it wins

    • Combines portal, catalog, knowledge, and incident ticketing.
    • Adds asset, CMDB, approval, and no-code workflow management.
    • Supports web, iOS, Android, Slack, and Microsoft Teams.

    Where it doesn't

    • No free plan; access starts with a paid per-agent subscription.
    • Annual-billing prices are the published starting rates.
    • Problem and change management start at the Pro tier.

  • Matrix42 Enterprise Service Management — where it wins

    • Connects employee self-service, service catalogs, knowledge, and approvals
    • Supports IT and business service processes with asset and configuration context
    • Offers cloud or self-hosted deployment and integrations with 400 systems

    Where it doesn't

    • Subscription pricing is quote-based rather than published
    • Its broad scope may exceed the needs of teams seeking a focused service desk
    • The 30-day trial's card requirements and refund terms are not specified
  • Freshservice9.2/10 · 14-day trial

    A broad employee service desk with portal, workflows, assets, and change management.

    Visit FreshserviceFull verdict →
  • Matrix42 Enterprise Service Management8.7/10 · Pricing on request · 30-day trial

    A broad service-management suite for organizations coordinating IT and business requests.

    Visit Matrix42Full verdict →

More comparisons

All self service software comparisons → · Full ranking →

Reviewed by iTechGuides Editors · Editorial team · Updated Oct 2026

Last updated · How we research and update