HEAD TO HEAD · RATED SEPTEMBER 2026
Last reviewed 27 September 2026 · Service Desk Compare reviewers
monday service wins on the business-teams weights; Freshservice is the stronger pick where pricing transparency matter most.
Totals and ranks on this page use the business-teams weights (five criteria at 20% each; ITIL and CMDB shown for information only). For ITIL and CMDB weighted scores, see the full ITSM ranking.
Freshservice
8.2 / 10
Rank 3 of 9 on the business-teams ranking
Full ITSM ranking: rank 1 at 8.3
$19 per agent per month (annual)
Read the Freshservice reviewmonday service
8.3 / 10
Rank 1= of 9 on the business-teams ranking
Full ITSM ranking: rank 7= at 7.0
$31 per seat per month (Standard, annual; 3-seat minimum)
Read the monday service reviewScroll for more
| Criterion | Weight | Freshservice | monday service | Higher score |
|---|---|---|---|---|
ITIL practice coverageWhy these scoresFreshservice: Certified across 14 ITIL practices and PinkVERIFY-certified across six processes, but problem, change and release management need the Pro plan. monday service: Request intake, incident handling, SLA monitoring and a knowledge base are documented; problem and change management are not documented on the pages we read. | Info only | 8.5 | 4 | Freshservice |
Automation and AI assistanceWhy these scoresFreshservice: Freddy AI Copilot, Agent Studio and Insights are documented; Copilot is a $29 per agent add-on rather than standard on lower plans. monday service: Named IT agents (IT Help, Device, Access) plus triage, knowledge and SLA monitoring agents, and AI Ticket Triage on every plan including Standard. | 20% | 8 | 9 | monday service |
Time to valueWhy these scoresFreshservice: Four plans with public prices and ITIL-shaped defaults mean a mid-size team can trial the real product before talking to sales. monday service: Published plans from three seats, a 14-day trial and board-based setup that does not require an ITIL process design up front. | 20% | 8.5 | 8.5 | Tie |
Configuration management (CMDB)Why these scoresFreshservice: Agentless discovery and dependency mapping feed a CMDB; service mapping on the scale of ServiceNow is not documented [ServiceNow CMDB page]. monday service: No CMDB or IT asset management is documented on the pages we read, the lowest score in this set. | Info only | 8 | 2 | Freshservice |
Usability for non-IT requestersWhy these scoresFreshservice: Service catalog and SLAs from Growth, and a Freddy AI agent for routine requests; G2 reviewers rate ease of use highly. monday service: A customer portal on every plan (10 users on Standard, 100 on Pro, unlimited on Enterprise) and intake through email and WorkForms. | 20% | 8.5 | 8.5 | Tie |
IntegrationsWhy these scoresFreshservice: A marketplace and MCP support are mentioned, but no integration count is published. monday service: PagerDuty, Active Directory, Jira, Slack and Teams are named, plus '200+ more via API, MCP & native connectors'. | 20% | 7.5 | 7.5 | Tie |
Pricing transparencyWhy these scoresFreshservice: Starter, Growth and Pro are priced publicly; Enterprise and some AI capacity are quoted. monday service: Standard and Pro are priced publicly; Enterprise is quoted and portal user caps vary by plan. | 20% | 8.5 | 8 | Freshservice |
Freshservice scores higher on 1 criterion, monday service on 1, and 3 are tied among the five scored criteria.
| Plan | Price | What changes |
|---|---|---|
| Starter | $19 per agent/month | Billed annually. Incident management; no service catalog or SLA management. |
| Growth | $49 per agent/month | Adds service catalog and SLA management. |
| Pro | $99 per agent/month | Adds problem, change and release management. |
| Enterprise | Not published (custom) | |
| Add-on: Freddy AI Copilot | $29 per agent/month |
Source: Freshservice pricing
| Plan | Price | What changes |
|---|---|---|
| Standard | $31 per seat/month | Billed annually, 3-seat minimum. AI Ticket Triage for 1 ticket board; ticket intake via email and WorkForms; customer portal for up to 10 users; unlimited tickets. |
| Pro | $45 per seat/month | Billed annually. AI Ticket Triage for 3 boards; portal for up to 100 users; dynamic auto-responses for any channel. |
| Enterprise | Not published (contact sales) | AI Ticket Triage for unlimited boards; unlimited portal users; 250K automation and integration actions per month; HIPAA compliance. |
| Trial | 14 days |
Source: monday service pricing
Scroll for more
| Stage | Status | Note |
|---|---|---|
| 01 Logged | Partial | Freddy AI collects and verifies requester details (general service page) Source |
| 02 Categorised | Not documented | |
| 03 Routed | Documented | Freddy AI routes the issue to the right agent Source |
| 04 Resolved | Documented | 'Domain-specific AI resolves issues instantly' (vendor wording) Source |
| 05 Closed | Not documented | |
| 06 Reviewed | Documented | Problem management on Pro; Freddy AI Insights surfaces emerging issues Source |
Scroll for more
| Stage | Status | Note |
|---|---|---|
| 01 Logged | Documented | Intake through email, WorkForms and the portal Source |
| 02 Categorised | Documented | Automatic categorization and summarization of cross-channel requests Source |
| 03 Routed | Documented | Skill-based and load-balanced routing Source |
| 04 Resolved | Documented | Intake & Triage Agent auto-resolves common requests Source |
| 05 Closed | Not documented | |
| 06 Reviewed | Documented | Knowledge Agent flags stale articles and learns from resolved tickets Source |
What each vendor's public pages document for each stage, as read on 27 Sep 2026. 'Not documented' means we did not find it on the pages we read, not that the product cannot do it.
Choose Freshservice if pricing transparency matters most to your team. It scores 8.5 there against monday service's 8; it ties on time to value, usability for non-IT requesters and integrations. Starter, Growth and Pro are priced publicly; Enterprise and some AI capacity are quoted. We list it as best for: mid-size IT teams that want ITIL defaults without a long build. Read the Freshservice review
Choose monday service if automation and AI assistance matters most to your team. It scores 9 there against Freshservice's 8; it ties on time to value, usability for non-IT requesters and integrations. Named IT agents (IT Help, Device, Access) plus triage, knowledge and SLA monitoring agents, and AI Ticket Triage on every plan including Standard. We list it as best for: mid-size IT teams that want AI triage and agents on every plan and serve requesters outside IT. Read the monday service review
On the business-teams weights, monday service scores 8.3 and Freshservice 8.2 out of 10, ranking 1= and 3 of 9 on the business-teams ranking. Freshservice leads on 1 criterion and monday service on 1, with 3 tied.
Freshservice lists $19 per agent per month (annual); monday service lists $31 per seat per month (Standard, annual; 3-seat minimum). Pricing units differ (per agent, per seat or per technician), so compare the plan that includes the practices you need. On pricing transparency Freshservice scores 8.5 and monday service 8. The calculator prices both for your agent count.
On ITIL practice coverage Freshservice scores 8.5 and monday service 4; on configuration management (CMDB) Freshservice scores 8 and monday service 2. Agentless discovery and dependency mapping feed a CMDB; service mapping on the scale of ServiceNow is not documented [ServiceNow CMDB page].