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COMPARE · RATED SEPTEMBER 2026

Compare IT service desk software side by side

Last reviewed 27 September 2026 · Service Desk Compare reviewers

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Side-by-side comparison, editorial assessment, 0 to 10, last reviewed 27 Sep 2026
FreshserviceHaloJira Service Management
Rank and totalRank 18.3 / 10Rank 2=7.8 / 10Rank 2=7.8 / 10
ITIL practice coverage (15%)8.5Tied highest here
Why

Certified across 14 ITIL practices and PinkVERIFY-certified across six processes, but problem, change and release management need the Pro plan.

8.5Tied highest here
Why

Incident, problem, change and request management with ITIL-aligned workflows, all in one licence.

8
Why

Incident, problem and change management are documented and a PinkVERIFY logo is shown, but change and advanced incident and problem management are Premium.

Automation and AI assistance (18%)8Tied highest here
Why

Freddy AI Copilot, Agent Studio and Insights are documented; Copilot is a $29 per agent add-on rather than standard on lower plans.

8Tied highest here
Why

The only vendor whose pages document all six lifecycle stages we track, including closure when a requester replies with thanks.

7.5
Why

Rovo Agents from Standard; the virtual service agent is Premium only.

Time to value (18%)8.5Highest here
Why

Four plans with public prices and ITIL-shaped defaults mean a mid-size team can trial the real product before talking to sales.

6.5
Why

A 30-day full-feature trial helps, but the platform spans ITSM, CRM, billing and projects, so scoping takes time.

7
Why

A free plan for three agents and preconfigured templates, with more configuration once ITSM practices beyond request handling are switched on.

Configuration management (CMDB) (12%)8Tied highest here
Why

Agentless discovery and dependency mapping feed a CMDB; service mapping on the scale of ServiceNow is not documented [ServiceNow CMDB page].

8Tied highest here
Why

Assets and CMDB are included in the single licence rather than sold as an add-on.

7.5
Why

Asset and configuration management from Standard and advanced Assets on Premium; no discovery claim on the pages we read.

Usability for non-IT requesters (14%)8.5Highest here
Why

Service catalog and SLAs from Growth, and a Freddy AI agent for routine requests; G2 reviewers rate ease of use highly.

7
Why

An end-user virtual agent works across web chat, Teams, Slack and the self-service portal.

7
Why

Customer portal, email and chat on every plan, with a custom-branded help center from Standard.

Integrations (10%)7.5
Why

A marketplace and MCP support are mentioned, but no integration count is published.

8
Why

Halo states over 250 native integrations.

9Highest here
Why

Native ties to Jira for engineering teams and deployment gating with CI/CD tools on Premium.

Pricing transparency (13%)8.5
Why

Starter, Growth and Pro are priced publicly; Enterprise and some AI capacity are quoted.

9Tied highest here
Why

One published per-agent price with no tiers or bolt-ons; the US dollar figure sits behind a currency selector.

9Tied highest here
Why

Every plan except Enterprise has a public per-agent price, including a free tier.

DesignationTop ranked for mid-size IT teamsBest all-inclusive single priceBest for IT teams already on Jira
Best forMid-size IT teams that want ITIL defaults without a long buildTeams that want every module in one per-agent licenceIT and engineering teams that share Jira and want a free starting tier
DeploymentCloud (SaaS)Cloud (on-premises not mentioned on pages reviewed)Cloud, or Data Center (self-managed)
Starting price$19 per agent per month (annual)£66 per agent per month (UK list, annual)Free for 3 agents; Standard $20 per agent per month
Published plans
  • Starter: $19 per agent/month
  • Growth: $49 per agent/month
  • Pro: $99 per agent/month
  • Enterprise: Not published (custom)
  • Add-on: Freddy AI Copilot: $29 per agent/month
  • One plan: £66 per agent/month
  • Halo Enterprise Package: $1M a year
  • Trial: 30 days
  • Free: $0
  • Standard: $20 per agent/month
  • Premium: $51.42 per agent/month
  • Enterprise: Not published (custom, billed annually)
Ticket stages documented3 of 6 documented, 1 partial6 of 6 documented, 0 partial3 of 6 documented, 2 partial
LinksRead reviewFreshservice alternativesRead reviewHalo alternativesRead reviewJira Service Management alternatives

Source: Freshservice pricing

Source: Halo pricing

Source: Jira Service Management pricing

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How does the comparison work?

How many service desks can I compare at once?

Between two and five. The table shows every criterion score with its reason, prices as published, deployment and how many ticket stages each vendor's pages document.

Where do the scores come from?

From our rating method: seven criteria scored 0 to 10 from public vendor pages and weighted for mid-size IT teams. Scores were last reviewed on 27 September 2026, and G2 figures do not feed them.

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Yes. The address keeps your selection in the form /compare?v=freshservice,halo, so you can copy the link from the address bar.