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Looking for a Freshservice alternative in 2025? Explore 8 top ITSM and service desk platforms that deliver better automation, AI support, and team collaboration features.
Introduction
Freshservice is a popular IT service management (ITSM) tool by Freshworks, used by IT teams to handle incidents, assets, requests, and workflows. But as organizations scale and seek more customization, flexibility, and AI-driven features in 2025, many are turning to Freshservice alternatives for better performance and value.
Whether you’re a small IT team or an enterprise-level operation, here are the 8 best Freshservice alternatives to consider this year—ranked by power, usability, and innovation.
1. Barawave – Best All-in-One AI-Powered ITSM & CRM Platform
Website: barawave.com
Why Barawave?
Barawave isn’t just an ITSM tool—it’s a cloud-based ERP and AI CRM platform that brings service management, customer support, asset tracking, and internal operations into one ecosystem. With robust automation, custom workflows, and a beautifully integrated UI, Barawave stands out as the best Freshservice alternative for modern teams.
🔹 Key Features:
- AI-driven ticket routing & response suggestions
- IT asset & inventory management
- Custom SLAs, workflows, and approval chains
- Internal knowledge base & self-service portal
- Integrated CRM and messaging inbox (chat, SMS, email)
- Full audit logs, user permissions, and mobile access
Best For: Tech-savvy businesses, managed service providers (MSPs), startups, and teams needing a flexible, intelligent all-in-one platform.
2. Zendesk for IT – Best for Enterprise-Scale ITSM
Zendesk, traditionally known for customer service, offers a robust IT service desk experience tailored for internal operations. It provides ticketing, automation, analytics, and self-service capabilities at scale.
Pros:
- Omnichannel ticketing
- Robust reporting & dashboards
- Enterprise-grade integrations
Downside: Complex setup and high cost for smaller teams
3. Jira Service Management – Best for Agile IT Teams
Built by Atlassian, Jira Service Management is perfect for DevOps and IT teams that need agile workflows and deep integration with software development.
Pros:
- Seamless with Jira Software & Confluence
- Advanced change, problem, and incident management
- Developer-friendly with API and automation support
Downside: Learning curve for non-tech users
4. SysAid – Best for IT Process Automation
SysAid brings ITSM, asset management, and automation together. It’s especially good for companies wanting to streamline repetitive tasks and track performance metrics across IT functions.
Pros:
- Workflow automation engine
- IT asset and configuration management
- SLA and escalation tracking
Downside: UI could use modernization
5. ManageEngine ServiceDesk Plus – Best for ITIL-Centric Organizations
ManageEngine offers a complete ITSM suite based on ITIL best practices. It’s great for organizations that prioritize formal processes and need tools like CMDB, incident, and problem management.
Pros:
- Full ITIL support
- Custom dashboards and reports
- Affordable for mid-size teams
Downside: Interface can feel dated
6. Spiceworks – Best Free Freshservice Alternative
Spiceworks offers a free, ad-supported IT help desk that’s surprisingly feature-rich. While it’s not as advanced as other options, it’s a solid choice for smaller teams and startups.
Pros:
- Completely free
- Built-in network monitoring tools
- Fast to deploy
Downside: Limited automation and scalability
7. BMC Helix ITSM – Best for Complex Enterprise Environments
BMC Helix is an advanced, AI-powered ITSM platform for large enterprises. It supports predictive service delivery, multi-cloud environments, and end-to-end lifecycle management.
Pros:
- AI & machine learning automation
- Cloud-native and scalable
- Deep CMDB integration
Downside: Expensive and complex
8. SolarWinds Service Desk – Best for Centralized Asset + Help Desk Management
SolarWinds Service Desk is an intuitive ITSM solution with strong asset management, service cataloging, and risk management tools.
Pros:
- Clean UI and ease of use
- Extensive asset discovery tools
- API and third-party integrations
Downside: Limited customization compared to larger platforms
Final Verdict
Freshservice is a strong ITSM solution, but these alternatives offer unique strengths—whether it’s better pricing, deeper automation, stronger CRM features, or smarter AI.
✅ If you’re looking for a modern, intelligent, and scalable Freshservice alternative with built-in CRM, asset management, and AI automation, Barawave is the best choice to future-proof your IT support in 2025.
Which tool fits your IT goals for 2025?
Let us know in the comments or contact us for a personalized recommendation.