Freshservice vs Zammad

Freshservice9.2Visit Zammad8.6Visit

Higher score Freshservice #2 in IT Help Desk Software 9.2/10 14-day trial Free trial✓ 7 of 7 features Visit Freshservice

vs

Zammad #8 in IT Help Desk Software 8.6/10 Open source · 30-day trial Free planFree trial✓ 4 of 7 features Visit Zammad

• Freshservice fits best

  Polished ITSM for growing teams

• Zammad fits best

  Low-cost open-source ticketing

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Side by side

Feature	Freshservice 9.2/10 Visit ↗	Zammad 8.6/10 Visit ↗
At a glance
Editor score	9.2	8.6
Ranking	#2 in IT Help Desk Software	#8 in IT Help Desk Software
Best for	Polished ITSM for growing teams	Low-cost open-source ticketing
Pricing model	Paid	Paid
Starting price	$19/user/mo	€7/seat/mo
Free plan	—	✓ (best)
Free trial	14 days	30 days
Free trial length	14 days · no card needed	30 days
Deployment	Cloud, Mobile	Cloud, Self-hosted, Browser extension
Platforms	Web, iOS, Android	Web, Linux
Support	Email, Community	Email, Phone, Docs
Compliance	SOC 2, GDPR, SSO/SAML	ISO 27001, GDPR, 2FA
Integrations	2 integrations	7 integrations
Built for	Small business, Mid-market, Enterprise	Small business, Mid-market, Enterprise
Features Freshservice 7/7 · Zammad 4/7
SLA management	✓	✓
Knowledge base	✓	✓
Employee portal	✓	✓
Asset management	✓ (best)	Not checked yet
Single sign-on	✓	✓
Approval workflows	✓ (best)	Not checked yet
Mobile apps	✓ (best)	Not checked yet
Our review
Pros	Covers incidents, problems, changes, assets, CMDB and service catalogs Includes SLA tracking, approvals, automation and employee self-service Supports web, iOS, Android, APIs and integrations with major business tools	Open-source ticketing with macros, triggers, templates, and escalation tools Knowledge base, customer interface, SLAs, SSO, and REST API included Self-hosted deployment plus broad channel and integration support
Cons	No perpetual free plan; paid plans start at $19 per agent monthly Advanced ITSM capabilities begin on higher-priced plans Freddy AI Copilot requires an add-on, while some AI features are Enterprise-only	No free plan; hosted pricing starts at €7 per agent monthly on annual billing Native mobile apps are not included; the product offers a responsive mobile view Approval workflows and some broader service-management capabilities are limited
Our verdict	Freshservice is a cloud-based IT service management platform for IT teams and enterprise service departments. It brings incident, problem, change, asset, service catalog, knowledge management, workflow automation, reporting and employee… Read the review →	Zammad is an open-source help desk and ticketing platform for customer service, IT support, and internal operations teams. It centralizes requests from email, web forms, SMS, chat, Telegram, WhatsApp, and other channels, with ticket… Read the review →

Strengths and trade-offs

• Freshservice — where it wins

  • Covers incidents, problems, changes, assets, CMDB and service catalogs
  • Includes SLA tracking, approvals, automation and employee self-service
  • Supports web, iOS, Android, APIs and integrations with major business tools

  Where it doesn't

  • No perpetual free plan; paid plans start at $19 per agent monthly
  • Advanced ITSM capabilities begin on higher-priced plans
  • Freddy AI Copilot requires an add-on, while some AI features are Enterprise-only

• Zammad — where it wins

  • Open-source ticketing with macros, triggers, templates, and escalation tools
  • Knowledge base, customer interface, SLAs, SSO, and REST API included
  • Self-hosted deployment plus broad channel and integration support

  Where it doesn't

  • No free plan; hosted pricing starts at €7 per agent monthly on annual billing
  • Native mobile apps are not included; the product offers a responsive mobile view
  • Approval workflows and some broader service-management capabilities are limited

• Freshservice9.2/10 · 14-day trial

  Deep ITSM, asset management, automation and AI for growing service teams.

  Visit FreshserviceFull verdict →
• Zammad8.6/10 · Open source · 30-day trial

  A low-cost open-source help desk with strong ticketing, workflows, SLAs, and self-service tools.

  Visit ZammadFull verdict →