# Freshservice: how AI models rank it, November 2026

Gane Index, November 2026 Edition. Named in 176 judge labels across 10 categories by 14 of 14 models. Page: https://www.gane.ai/index/it/vendors/freshservice

## Standing by category

| Category | Share | Rank | Negative rate | Labels |
|---|---|---|---|---|
| [IT service management](https://www.gane.ai/index/it/operations/it-service-management/index.md) | 52% | 1 | 6% | 70 |
| [AI IT support agents](https://www.gane.ai/index/it/operations/ai-it-support-agents/index.md) | 24% | 1 | 0% | 21 |
| [IT asset management](https://www.gane.ai/index/it/operations/it-asset-management/index.md) | 16% | 3 | 13% | 45 |
| [IT documentation](https://www.gane.ai/index/it/operations/it-documentation/index.md) | 9% | 4 | 0% | 18 |
| [Incident management and on-call](https://www.gane.ai/index/it/operations/incident-management-and-on-call/index.md) | 0% | 14 | 21% | 14 |
| [Remote support and remote access](https://www.gane.ai/index/it/operations/remote-support-and-remote-access/index.md) | 0% | 20 | 0% | 3 |
| [Business continuity management](https://www.gane.ai/index/it/security/business-continuity-management/index.md) | 0% | 121 | 100% | 2 |
| [AIOps platforms](https://www.gane.ai/index/it/operations/aiops-platforms/index.md) | 0% | 45 | 0% | 1 |
| [Patch management](https://www.gane.ai/index/it/operations/patch-management/index.md) | 0% | 78 | 100% | 1 |
| [SaaS management platforms](https://www.gane.ai/index/it/operations/saas-management-platforms/index.md) | 0% | 49 | 0% | 1 |

## What the models said for it

- "For most budget-conscious companies, Freshservice with Freddy AI offers the best balance of IT-specific features, legitimate AI capabilities, and affordable per-agent pricing." (Kimi K2, AI IT agents)
- "Strong for ITAM + service desk integration. AI features, lifecycle tracking, good for hybrid teams. Often praised for ease-of-use." (Grok 4.20, ITAM)
- "If you need a full Help Desk: Start with Freshservice. The Freddy AI module provides the best ROI for general IT support tasks" (Qwen 3.7 Flash, AI IT agents)
- "Freshservice (by Freshworks) stands out as one of the best IT asset management (ITAM) platforms for a mid-market B2B company" (Grok 4.20, ITAM)

## And against it

- "Platform Example: Freshservice... often cited by users attempting to run full BCM programs as having "significant limitations" and "missing features."" (Qwen 3.7 Flash, Business continuity)
- "Avoid if you need true real-time incident command; use only for post-incident follow-up." (Qwen 3.7 Flash, Incidents)
- "lists Freshservice as the best overall IT asset management software but notes explicit reasons to avoid for some buyers: Limited integrations, Scalability concerns" (Muse Glimmer 30B, ITAM)
- "Freshservice for highly customized enterprise ITAM: ... may not provide the depth required for complex enterprise configuration" (Perplexity Sonar, ITAM)

## By model

| Model | First choice | Alternative | Mention | Warning | Labels |
|---|---|---|---|---|---|
| Claude Haiku 4.5 | 3 | 5 | 1 | 1 | 10 |
| GPT-5.4 mini | 4 | 5 | 0 | 2 | 11 |
| Gemini 3.5 Flash | 6 | 7 | 2 | 0 | 15 |
| Perplexity Sonar | 4 | 10 | 0 | 1 | 15 |
| Grok 4.20 | 6 | 7 | 2 | 2 | 17 |
| Mistral Small | 2 | 4 | 3 | 4 | 13 |
| DeepSeek V4 Flash | 5 | 7 | 1 | 0 | 13 |
| Llama 4 Maverick | 4 | 5 | 3 | 1 | 13 |
| Qwen 3.7 Flash | 7 | 3 | 0 | 2 | 12 |
| Kimi K2 | 5 | 9 | 0 | 0 | 14 |
| GLM 4.7 FlashX | 4 | 3 | 2 | 2 | 11 |
| MiniMax M2.5 | 1 | 8 | 1 | 0 | 10 |
| GPT-6 Luna | 4 | 3 | 1 | 0 | 8 |
| Muse Glimmer 30B | 4 | 6 | 3 | 1 | 14 |

## Sources returned with these answers

The sites and pages cited by the answers that named Freshservice, from 423 of the 465 answers that named it (only the models that return a source list).

### Domains cited

- capterra.com: 149
- g2.com: 133
- softwareadvice.com: 123
- blog.invgate.com: 82
- gane.ai/index: 81
- resources.rework.com: 66
- desk365.io: 63
- servicenow.com: 58
- getapp.com: 54
- reddit.com: 53

### Pages cited

- https://automationanywhere.com/company/blog/best-itsm-tools-software-comparison: 43
- https://desk365.io/blog/best-itsm-tools: 42
- https://capterra.com/itsm-software: 39
- https://blog.invgate.com/best-itsm-tools: 38
- https://softwareadvice.com/help-desk/it-asset-management-comparison: 35
- https://teamdynamix.com/blog/best-itsm-tools: 32
- https://gocodes.com/fixed-asset-management/best-it-asset-management-softwares: 31
- https://resources.rework.com/tools/it-management/best-it-asset-management-software-2026: 29

## What it publishes

Every page freshworks.com exposes, read 2026-09-29: 5924 addresses. By kind, pages and the last 90 days:

- blog: 63 pages, 5 in the last 90 days, latest 2026-09-24
- case study: 258 pages, 54 in the last 90 days, latest 2026-09-24
- webinar or virtual event: 64 pages, 1 in the last 90 days, latest 2026-07-30
- conference or event: 165 pages, 7 in the last 90 days, latest 2026-09-24
- report or ebook: 30 pages, 3 in the last 90 days, latest 2026-09-24
- comparison: 107 pages, 4 in the last 90 days, latest 2026-09-24
- template or tool: 18 pages, 0 in the last 90 days, latest 2026-01-07
- glossary or explainer: 23 pages, 2 in the last 90 days, latest 2026-09-24
- podcast or video: 3 pages, 1 in the last 90 days, latest 2026-09-24
- news or press: 162 pages, 18 in the last 90 days, latest 2026-09-24
- Recent: 2026-09-24 news or press: Freshworks launches new partner program with expanded reseller and services offerings https://www.freshworks.com/pressrelease/freshworks-launches-new-partner-program-with-expanded-reseller-and-services-offerings/
- Recent: 2026-09-24 news or press: Freshworks reports first quarter 2025 results https://www.freshworks.com/pressrelease/freshworks-reports-first-quarter-2025-results/
- Recent: 2026-09-24 news or press: Freshworks reports fourth quarter and full year 2024 results https://www.freshworks.com/pressrelease/freshworks-reports-fourth-quarter-and-full-year-2024-results/
- Recent: 2026-09-24 news or press: Freshworks and unisys join forces to transform it service management for mid market and enterprise companies https://www.freshworks.com/pressrelease/freshworks-and-unisys-join-forces-to-transform-it-service-management-for-mid-market-and-enterprise-companies/
- Recent: 2026-09-24 news or press: Freshworks reports third quarter 2024 results https://www.freshworks.com/press-releases/freshworks-reports-third-quarter-2024-results/
- Recent: 2026-09-24 news or press: Piracanjuba selects freshworks to transform service management across enterprise https://www.freshworks.com/press-releases/piracanjuba-selects-freshworks-to-transform-service-management-across-enterprise/

## Record

- Method: https://www.gane.ai/index/it/methodology
- License: CC BY 4.0. Cite as Gane Index, November 2026 Edition, www.gane.ai/index/it.