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June 6, 2024
XX min read

Freshservice vs Kustomer


Navigating the landscape of ticketing tools can be overwhelming due to the myriad of options available. Freshservice and Kustomer are two prominent players in this space, each offering unique features tailored to specific user needs.

Freshservice is an intuitive IT service desk and ITSM solution designed using ITIL best practices. It enables organizations to focus on exceptional service delivery by simplifying IT service management with efficient ticketing, automation, and self-service capabilities. On the other hand, Kustomer is a customer service CRM platform designed to manage high support volumes and optimize customer service experiences throughout the journey. It redefines conventional ticketing with a focus on building comprehensive customer relationships and providing a seamless support experience.

Choosing the right ticketing tool is crucial for improving operational efficiency, enhancing customer experiences, and streamlining support processes. This comparison will help you understand the similarities, differences, pros, cons, and unique features of Freshservice and Kustomer, aiding in your decision-making process.

Freshservice Overview

Key Features

  1. Incident Management: Efficiently manage and resolve incidents with a structured approach.
  2. Service Request Management: Automate the handling of service requests for IT and non-IT services.
  3. Problem Management: Identify and resolve the root causes of incidents to minimize recurrence.
  4. Change Management: Implement changes with minimal risk and disruption.
  5. Asset Management: Track and manage IT and non-IT assets throughout their lifecycle.
  6. Knowledge Management: Centralize knowledge to improve incident resolution times.
  7. Self-Service Portal: Empower employees with a user-friendly portal to raise tickets and find solutions.
  8. Automation: Streamline repetitive tasks with powerful automation capabilities.
  9. Reporting and Analytics: Gain insights into service performance with detailed reports and dashboards.

Freshservice emphasizes a user-friendly interface, robust automation, and alignment with ITIL best practices to ensure exceptional service delivery. It is designed to cater to IT teams looking to improve service management efficiency and overall productivity.

Kustomer Overview

Key Features

  1. Unified Customer View: Access a comprehensive timeline of customer interactions across channels.
  2. Conversation-Based Interface: Manage customer interactions in a natural, conversational format.
  3. Automation: Automate workflows, responses, and routine tasks to enhance efficiency.
  4. Omnichannel Support: Provide support across multiple channels including email, chat, phone, and social media.
  5. Custom Reporting: Create tailored reports to analyze customer service performance and trends.
  6. Workflow Management: Design and automate complex workflows for consistent service delivery.
  7. Integration Capabilities: Seamlessly integrate with various third-party applications and tools.
  8. Customer Insights: Leverage data and AI to understand customer sentiments and behaviors.
  9. Collaboration Tools: Enable team collaboration with shared notes, assignments, and internal communication features.

Kustomer's strength lies in its CRM capabilities, providing a holistic view of customer interactions and optimizing the entire customer support journey. It is tailored for businesses that require high-volume customer support and seek to offer personalized and proactive service experiences.


Both Freshservice and Kustomer have several similarities as ticketing tools:

  • Automation: Both platforms provide robust automation features to streamline repetitive tasks, improving efficiency and response times.
  • Self-Service Capabilities: Each offers self-service options—Freshservice with its self-service portal and Kustomer with tools that empower customers to resolve issues independently.
  • Reporting and Analytics: Both Freshservice and Kustomer provide in-depth reporting and analytics features that help organizations track service performance and identify areas for improvement.
  • Integration: Both tools support extensive integrations with third-party applications, facilitating seamless workflows and data exchange.


Although Freshservice and Kustomer share several similarities, they also have distinct differences:

  • Target Audience: Freshservice is primarily designed for IT teams focusing on IT service management, while Kustomer caters to businesses that handle high-volume customer service interactions across various channels.
  • User Interface: Freshservice focuses on a traditional ticketing system, whereas Kustomer offers a conversation-based interface for more natural and fluid interaction management.
  • CRM Capabilities: Kustomer integrates comprehensive CRM features that provide a unified view of customer interactions, unlike Freshservice, which leans more towards ITSM functionalities.
  • Omnichannel Support: Kustomer excels in omnichannel support, providing extensive options for customer communication. Although Freshservice offers multi-channel support, it is more focused on IT service desk functionalities.

Pros and Cons



  • ITIL-aligned processes ensure best practices in IT service management.
  • User-friendly interface and easy setup.
  • Efficient incident and change management with automation.
  • Comprehensive asset management and tracking.
  • Self-service portal enhances user autonomy and reduces support requests.


  • Primarily focused on IT teams, which may limit use cases for non-IT support scenarios.
  • Limited CRM capabilities compared to dedicated customer support platforms.
  • Higher-tier plans can be costly for small businesses.



  • Unified customer view offers a holistic perspective on customer interactions.
  • Designed for high-volume customer support across multiple channels.
  • Strong CRM capabilities enhance customer relationship management.
  • Conversation-based interface supports natural and efficient interactions.
  • Advanced integration options and workflow automation.


  • May be overwhelming for small teams with low support volumes.
  • Customization and setup can be complex for new users.
  • Higher cost due to advanced CRM and omnichannel features.

Use Cases


  • IT Service Management: Ideal for organizations needing to implement ITIL-aligned IT service management practices.
  • Asset Management: Suitable for businesses looking to track and manage IT and non-IT assets.
  • Incident and Problem Resolution: Perfect for IT teams aiming to improve incident resolution times and proactively manage problems.
  • Change Management: Beneficial for companies needing to implement changes with minimal risk.


  • High-Volume Customer Support: Designed for businesses with extensive customer interaction across various channels.
  • CRM Integration: Suitable for organizations looking to integrate customer service deeply with CRM for a unified customer view.
  • Omnichannel Experience: Ideal for companies aiming to provide consistent support across email, chat, phone, and social media.
  • Workflow Automation: Perfect for businesses seeking to automate complex customer service workflows.


Both Freshservice and Kustomer are powerful ticketing tools catering to different needs. Freshservice excels in IT service management with ITIL best practices, making it ideal for IT teams seeking to enhance service delivery and operational efficiency. Its user-friendly interface and robust automation make it a solid choice for managing incidents, changes, and assets.

Kustomer, on the other hand, stands out with its CRM capabilities and omnichannel support, designed for high-volume customer service. It provides a unified view of customer interactions and leverages data for personalized support experiences. Its conversation-based interface and extensive automation make it suitable for businesses aiming to optimize customer relationships and support processes.

Choosing between Freshservice and Kustomer depends on your specific needs. If your focus is IT service management with a need for structured processes and asset tracking, Freshservice is the better fit. If your goal is to manage high volumes of customer interactions with a comprehensive CRM approach and omnichannel support, Kustomer is the more appropriate choice.

Key takeaways 🔑🥡🍕

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