# Freshservice vs Opsgenie

**Leader by Vioscale score:** Opsgenie

| Attribute | Freshservice | Opsgenie |
|---|---|---|
| **Vioscale score** | 56 (53% (medium)) | 66.5 (43% (low)) |
| deployment.options | `{"cloud":true}` | `{"cloud":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. | Opsgenie provides alerting and incident management capabilities. Note: new signups and sales have ended; features are now available in Jira Service Management. |
| features.capabilities | `{"hosting":"cloud","free_tier":true,"api_access":true,"cmdb_asset":true,"itil_certified":true,"aiops_automation":true,"incident_management":true}` | `{"alert_routing":true,"on_call_scheduling":true,"incident_management":true}` |
| integrations.count | 2 | - |
| integrations.list | `[{"name":"Microsoft Teams"},{"name":"Slack"}]` | - |
| 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 for up to 5 users","features":["Alerts & Notifications"],"components":[{"kind":"fixed","amount":0,"period":"month","currency":"USD"}],"description":"Alerting and On-Call Management for Small Teams","contactSales":false,"includedLimits":{"users":"up to 5","alerts":"unlimited"}},{"free":false,"name":"Essentials","summary":"$9.45/user/mo (annual) or $11.55/user/mo (monthly)","features":["Alerts & Notifications"],"components":[{"kind":"per_unit","unit":"user","amount":9.45,"period":"month","currency":"USD"}],"description":"Alerting and Incident Management, Optimized for Simplicity","contactSales":false,"includedLimits":{"alerts":"unlimited"}},{"free":false,"name":"Standard","summary":"$19.95/user/mo (annual) or $24.15/user/mo (monthly)","features":["Alerts & Notifications"],"components":[{"kind":"per_unit","unit":"user","amount":19.95,"period":"month","currency":"USD"}],"description":"Unlimited Alerting and Incident Management, Built for Flexibility","contactSales":false,"includedLimits":{"alerts":"unlimited"}},{"free":false,"name":"Enterprise","summary":"$31.90/user/mo (annual) or $38.50/user/mo (monthly)","features":["Alerts & Notifications"],"components":[{"kind":"per_unit","unit":"user","amount":31.9,"period":"month","currency":"USD"}],"description":"Advanced Incident Management with Enterprise Collaboration & Business Visibility","contactSales":false,"includedLimits":{"alerts":"unlimited"}}],"summary":"Free to $31.90/user/mo. Free tier for up to 5 users.","currency":"USD","freeTier":true,"sourceUrl":"https://www.atlassian.com/software/opsgenie","retrievedAt":"2026-08-01T15:18:51.084Z","startingPrice":{"amount":9.45,"period":"month","currency":"USD"},"billingPeriods":["month","year"]}` |
| pricing.free_tier | yes | yes |
| pricing.model | free | commercial |
| pricing.price_level | free | low |
| pricing.transparent | no | yes |
| reliability.status_page | yes | yes |
| security.disclosure_policy | yes | 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 | - |
| **Platform** |  |  |
| Public API | ✓ | - |
| Free tier | ✓ | - |

*Source: Vioscale. Generated 2026-09-01T17:44:19.267Z. "-" = undocumented, not absent.*