Freshservice vs xMatters Comparison
Freshservice
Starting at $19 /User/Month
- Free Trial
- Freelancers / Consultants
- Large Enterprises
The Freshservice On-Demand Support Desk software eliminates the need to buy expensive infrastructure and complex configurations. In minutes, user can have an on-demand support console where customers can report issues an…
xMatters
Starting at $16 /User/Month
- Free Trial
- Large Enterprises
- Medium Business
xMatters is the agent of change for incident management software. With advanced analytics, xMatters turns incident data into business insights to improve collaboration, help prioritize actions, and uncover meaningful opp…
Freshservice vs xMatters — at a glance
| Feature | Freshservice | xMatters |
|---|---|---|
| Rating | 4.4 / 5 | 4.4 / 5 |
| Reviews | 1,491 | 897 |
| Starting price | $19 /User/Month | $16 /User/Month |
| Free trial | Yes | Yes |
| Free version | No | No |
| Best for | Freelancers / Consultants, Large Enterprises, Medium Business | Large Enterprises, Medium Business, Small Business |
| Category | Service Desk Software | Incident Management Software |
| Platforms | SaaS/Web/Cloud, Mobile - Android, Mobile - iOS | SaaS/Web/Cloud, Mobile - Android, Mobile - iOS |
| API | Available | Available |
| Support modes | 24/7 (Live rep), Business Hours, Online | 24/7 (Live rep), Business Hours, Online |
| Certifications | SOC 2, GDPR, ISO 27001 | SOC 2, GDPR, ISO 27001 |
| Data residency | Global | Global |
Key differences between Freshservice and xMatters
- Pricing: Freshservice starts at $19 /User/Month, while xMatters starts at $16 /User/Month.
- Target audience: Freshservice is built for Freelancers / Consultants and Large Enterprises, while xMatters targets Large Enterprises and Medium Business.
- Deployment: Freshservice supports SaaS/Web/Cloud, Mobile - Android, Mobile - iOS; xMatters supports SaaS/Web/Cloud, Mobile - Android, Mobile - iOS.
Freshservice vs xMatters — find the better fit before you commit.
Which tool fits your team best
Which is actually cheaper for your team size
Where each product wins, per real buyers
Most Service Desk Software tools look identical on paper. This comparison cuts to the differences that matter — pricing structure, team fit, and what real buyers found after signing up.
Biggest differences
Features
Pricing
Buying details
Security
Buyer feedback
Integrations
Product tour
Other options
Talk to an expert Talk to an expert |
Biggest differences
Start here before you go deeper into features.
Best for quick, multi-channel IT service desk setup without complex infrastructure.
- You need a fast, low-complexity IT service management solution.
- Your support team requires multi-channel ticketing including social media and forums.
- You want real-time issue reporting and status updates for customers.
- Your organization demands extensive on-premise infrastructure or complex ITSM workflows.
- You require advanced customization options or transparent, flexible pricing details.
Best for IT teams needing automated, integrated incident management workflows.
- You require automated workflows and alerts to improve incident response times.
- Your organization needs multiple integration options with existing IT systems.
- You want diverse alerting channels to ensure critical information delivery.
- You need highly customizable individual alert preferences, such as alert sounds.
- You prefer simple, minimal alerting without complex workflow automation.
Freshservice: Best for quick, multi-channel IT service desk setup without complex infrastructure. xMatters: Best for IT teams needing automated, integrated incident management workflows.
Description | The Freshservice On-Demand Support Desk software eliminates the need to buy expensive infrastructure and complex configurations. In minutes, user can have an on-demand support console where ... Read More about Freshservice | xMatters is the agent of change for incident management software. With advanced analytics, xMatters turns incident data into business insights to improve collaboration, help prioritize ... Read More about xMatters |
|---|---|---|
Entry Level Pricing |
|
|
Free Trial Availability |
|
|
Spotsaas ScoreWhat's this? ↗ | Not Available | 9.4/10 |
User RatingsBased on verified Spotsaas reviews | ||
Best Company Size | Small BusinessMedium Business | Medium BusinessLarge Enterprises |
Get pricing help | Get pricing help |
Software Demo
Demo |
|---|
Need a second opinion?
Get shortlist help from a software advisor
Share your priorities, budget, and team needs, and we’ll help you narrow the options and understand the tradeoffs before you talk to vendors.
How do Freshservice and xMatters Compare on Features?
Total Features | 0 Features | 9 Features |
|---|---|---|
Unique Features | No features | No unique features |
Get Quote | Get Quote |
Compare Freshservice and xMatters on pricing
Review starting price, plan structure, and free-trial access side by side so you can see which option fits your budget and buying process.
Pricing Option | ||
|---|---|---|
Starting From |
|
|
Pricing Plans |
| |
Pricing Page |  |  |
Other Details
Organization Types supported |
|
|
|---|---|---|
Platforms Supported |
|
|
Modes of support |
|
|
API Support |
|
|
Get help choosing | Get help choosing |
Security & Compliance
Certifications, data handling, and security controls for IT and compliance evaluators.
SOC 2 | ✓ Yes | ✓ Yes |
|---|---|---|
HIPAA | ✗ No | — |
GDPR | ✓ Yes | ✓ Yes |
ISO 27001 | ✓ Yes | ✓ Yes |
Single Sign-On (SSO) | ✓ Yes | ✓ Yes |
Multi-Factor Auth (MFA) | ✓ Yes | ✓ Yes |
Data Encryption | ✓ Yes | ✓ Yes |
Audit Logs | ✓ Yes | ✓ Yes |
Data Residency | 🌐 Global | 🌐 Global |
Freshservice User Reviews & Rating Comparison
User Ratings | ||
|---|---|---|
Rating Distribution | ||
Spotsaas Editor’s POV generated by AI | Buyer sentiment Overall positive sentiment highlighting ease of setup and multi-channel support, with some concerns about pricing transparency and advanced features. What buyers like
Common complaints
| Buyer sentiment Users generally find xMatters reliable and efficient for incident management, praising its integrations and alerting capabilities while noting some usability and customization limitations. What buyers like
Common complaints
|
Pros and Cons |
|
|
Positive Reviews | No reviews available for the product | No reviews available for the product |
List of Customers
Customers |  vroom  Cordant  Addison Lee |  Accenture  Viasat  Principal |
|---|
Media and Screenshots
Screenshots |  7 Screenshots |  1 Screenshots |
|---|---|---|
Videos |  4 Videos |  3 Videos |
Top Alternatives to Freshservice and xMatters in 2026
Alternatives |
|---|
Add another option to compare side by side
Search by product name to compare pricing, fit, and buyer feedback in one view.Compare similar software options
Related Blogs and Articles for Incident Management Software
Disclaimer: This research has been collated from a variety of authoritative sources. We welcome your feedback at [email protected].
Frequently asked questions
- Which is better, Freshservice or xMatters?
- Freshservice and xMatters are closely matched with equal user ratings of 4.4. The right choice depends on your team size, budget, and specific Incident Management Software needs.
- Do Freshservice and xMatters offer a free trial?
- Yes, both Freshservice and xMatters offer a free trial.
- What is the starting price of Freshservice vs xMatters?
- Freshservice starts at $19 /User/Month. xMatters starts at $16 /User/Month.
- What are the top alternatives to Freshservice?
- Top alternatives to Freshservice include Jira, SolarWinds Service Desk, Jira Service Desk, IBM Control Desk, Freshdesk.
- What are the top alternatives to xMatters?
- Top alternatives to xMatters include Freshservice, Ivanti Service Manager, PagerDuty, Opsgenie, AlertOps.