# Freshservice vs Opsgenie

**Leader by vioscaleAI score:** Opsgenie

| Attribute | Freshservice | Opsgenie |
|---|---|---|
| **vioscaleAI score** | 53.2 (53% (medium)) | 77.1 (71% (medium)) |
| content.faq | `[{"answer":"A unified platform that consolidates IT service, operations, and asset management using AI and ITIL best practices to help teams resolve issues quickly and deliver better employee experience. It is indexed under IT Management Software.","source":"https://www.freshservice.com","question":"What is Freshservice?","confidence":0.6},{"answer":"Freshservice offers a free tier, so you can start without paying. Paid plans start at £15 per agent per month. Pricing changes often, so verify at source before relying on it.","source":"https://www.freshservice.com","question":"Is Freshservice free?","confidence":0.6},{"answer":"We have confirmed browser-based access to Freshservice. That is the extent of what we could verify from public sources, so it may well offer desktop or mobile clients we have not indexed.","source":"https://www.freshservice.com","question":"What platforms does Freshservice support?","confidence":0.6},{"answer":"We have only confirmed a cloud / SaaS deployment for Freshservice, so it appears to be vendor-hosted. If a self-hosted option exists we have not found it documented publicly.","source":"https://www.freshservice.com","question":"Can Freshservice be self-hosted?","confidence":0.6}]` | `[{"answer":"A cloud-based work management platform that helps teams plan projects, track tasks, visualize dependencies, and automate workflows. Includes built-in AI features and integrates with thousands of third-party tools. It is indexed under IT Management Software.","source":"https://www.atlassian.com/software/jira/pricing","question":"What is Opsgenie?","confidence":0.6},{"answer":"Opsgenie offers a free tier, so you can start without paying. Paid plans are also available: Free, Standard, Premium and Enterprise. Pricing changes often, so verify at source before relying on it.","source":"https://www.atlassian.com/software/jira/pricing","question":"Is Opsgenie free?","confidence":0.6},{"answer":"Opsgenie supports the web and a command-line interface. Platforms we have not confirmed are simply not listed here rather than ruled out.","source":"https://www.atlassian.com/software/jira/pricing","question":"What platforms does Opsgenie support?","confidence":0.6},{"answer":"Yes. Opsgenie can be deployed cloud / SaaS and self-hosted, so it does not have to run on the vendor's infrastructure.","source":"https://www.atlassian.com/software/jira/pricing","question":"Can Opsgenie be self-hosted?","confidence":0.6},{"answer":"We have confirmed 4 integrations for Opsgenie, including Slack, Confluence, Bitbucket and Jira Service Management. This is what we could verify from public sources, so the vendor may support others we have not indexed.","source":"https://www.atlassian.com/software/jira/pricing","question":"What does Opsgenie integrate with?","confidence":0.6}]` |
| deployment.options | `{"cloud":true}` | `{"cloud":true,"self_hosted":true}` |
| description.long | A unified platform that consolidates IT service, operations, and asset management using AI and ITIL best practices to help teams resolve issues quickly and deliver better employee experience. | A cloud-hosted code repository that integrates with Jira and Jira Service Management to link planning, code changes, and deployments, and includes built-in CI/CD capabilities (Bitbucket Pipelines) for automating development and incident response workflows. |
| features.capabilities | `{"hosting":"cloud","free_tier":true,"api_access":true,"cmdb_asset":true,"itil_certified":true,"aiops_automation":true,"incident_management":true}` | `{"hosting":"both","free_tier":true,"api_access":true,"alert_routing":true,"aiops_automation":true,"change_management":true,"on_call_scheduling":true,"incident_management":true,"self_service_portal":true}` |
| integrations.count | 2 | 3 |
| integrations.list | `[{"name":"Microsoft Teams"},{"name":"Slack"}]` | `[{"name":"Slack","category":"chat","direction":"bidirectional"},{"name":"Confluence","direction":"bidirectional"},{"name":"Bitbucket","direction":"bidirectional"},{"name":"Jira Service Management","direction":"bidirectional"},{"name":"Jira","native":true,"category":"project_management","direction":"bidirectional"},{"name":"Rovo","native":true}]` |
| market.availability | `{"primaryMarkets":[],"availabilityScope":"global","availableCountries":[],"notAvailableCountries":[]}` | `{"primaryMarkets":[],"availabilityScope":"global","availableCountries":[],"notAvailableCountries":[]}` |
| platform.support | `{"web":true}` | `{"web":true}` |
| pricing | `{"type":"subscription","plans":[{"free":false,"name":"Starter","summary":"£15/agent/month, billed annually","features":["Channels (Email, Phone, Chat, Widget)","ServiceBot on Microsoft Teams and Slack","Support Portal","Incident Management","Knowledge Management","Task Management","Occasional Agents","CSAT Surveys"],"commitment":"annual","components":[{"kind":"per_unit","unit":"agent","amount":15,"period":"month","currency":"GBP"}],"description":"Solid foundations for rapid growth","contactSales":false},{"free":false,"name":"Growth","summary":"£40/agent/month, billed annually","features":["Everything in Starter","Service Catalog","SLA Management","On-call Management","Cloud Management","Managed Service Provider (MSP) Mode"],"commitment":"annual","components":[{"kind":"per_unit","unit":"agent","amount":40,"period":"month","currency":"GBP"}],"description":"Powerful capabilities and automations","contactSales":false},{"free":false,"name":"Pro","summary":"£79/agent/month, billed annually","features":["Everything in Growth","Problem Management","Change Management","Major Incident Management","Workload Management","Release Management","Employee Journeys","Experience Level Agreements (XLAs)","Intelligent Routing"],"commitment":"annual","components":[{"kind":"per_unit","unit":"agent","amount":79,"period":"month","currency":"GBP"}],"description":"Unified IT service management with AI","contactSales":false},{"free":false,"name":"Enterprise","summary":"Custom pricing. Contact sales.","features":["Everything in Pro","Sandbox","Audit Logs","Freddy AI Agent (Classic)","Freddy AI Insights","Freddy AI included"],"description":"Advanced features and customizations","contactSales":true}],"addOns":[{"name":"Freddy AI Copilot","components":[{"kind":"per_unit","unit":"agent","amount":23,"period":"month","currency":"GBP"}]}],"summary":"From £15/agent/month, billed annually. Free trial available. Save 20% with annual commitment.","currency":"GBP","freeTier":true,"sourceUrl":"https://www.freshservice.com","retrievedAt":"2026-08-01T15:17:22.765Z","startingPrice":{"amount":15,"period":"month","currency":"GBP"},"billingPeriods":["year"]}` | `{"type":"subscription","plans":[{"free":true,"name":"Free","summary":"Free tier","components":[{"kind":"fixed","amount":0,"currency":"USD"}],"contactSales":false,"includedLimits":{"emails_per_day":"100","automation_steps":"150 per subscription per month"}},{"free":false,"name":"Standard","contactSales":false,"includedLimits":{"automation_steps":"400 per user per month"}},{"free":false,"name":"Premium","contactSales":false,"includedLimits":{"automation_steps":"750 per user per month"}},{"free":false,"name":"Enterprise","contactSales":true,"includedLimits":{"automation_steps":"1000 per user per month"}}],"summary":"Free tier available. Per-user pricing on Standard, Premium, and Enterprise plans with annual or monthly billing options.","currency":"USD","freeTier":true,"sourceUrl":"https://www.atlassian.com/software/jira/pricing","retrievedAt":"2026-09-04T13:27:49.416Z","freeTrialDays":7,"billingPeriods":["month","year"]}` |
| pricing.free_tier | yes | yes |
| pricing.model | freemium | freemium |
| pricing.price_level | low | low |
| pricing.transparent | no | yes |
| reliability.sla_pct | - | 99.95 |
| reliability.status_page | yes | yes |
| security.disclosure_policy | yes | yes |
| security.gdpr | - | yes |
| security.iso27001 | - | yes |
| security.soc2 | - | yes |

## Capabilities (IT Management Software)

| Capability | Freshservice | Opsgenie |
|---|:--:|:--:|
| **ITSM** |  |  |
| Incident management | ✓ | ✓ |
| Change / release management | - | ✓ |
| Problem management | - | - |
| CMDB / IT asset management | ✓ | - |
| Self-service portal | - | ✓ |
| **On-call** |  |  |
| On-call scheduling / escalation | - | ✓ |
| Alert routing | - | ✓ |
| **RMM** |  |  |
| Remote monitoring & control | - | - |
| Patch management | - | - |
| **Automation** |  |  |
| AIOps / workflow automation | ✓ | ✓ |
| ITIL-aligned / PinkVerify | ✓ | - |
| **Deployment** |  |  |
| Hosting | Cloud only | Cloud + self-hosted |
| **Platform** |  |  |
| Public API | ✓ | ✓ |
| Free tier | ✓ | ✓ |

*Source: vioscaleAI. Generated 2026-10-16T19:19:23.489Z. "-" = undocumented, not absent.*