SymphonyAI Summit Service Management vs. Freshservice

Brenda Gratas January 12, 2023
- 18 min read

In today's world of IT Service Management (ITSM), the options can seem overwhelming. Between SymphonyAI Summit Service Management vs. Freshservice, which should you choose?

In this article, we’ll embark on a detailed ITSM tools comparison of these two formidable contenders in the ITSM arena.

But what if neither of these options fully aligns with your organization's unique needs? We have a compelling alternative to present: InvGate Service Desk. This service desk software might just be the ideal solution you've been searching for.

Let's discover the perfect ITSM solution for you!

Table of contents


  • SymphonyAI Summit Service Management offers flexibility, rich ITIL-aligned features, user-centric design, and cost efficiency, but faces concerns over platform performance, configuration limitations, and customer support.

  • Freshservice excels in ticketing, customer support, knowledge base, automation, and mobile app, but concerns exist about stability, reporting, pricing, customization, integration, and search.

  • InvGate Service Desk comes in as a strong option, offering a streamlined configuration and setup process using a no-code/low-code approach, exceptional user experience, and a cost-effective solution without compromising functionality.

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We tried to be as thorough as possible, but if you don't have enough time to read it through and through, here's (another) TL;DR: InvGate Service Desk can do everything we say here, and you can test it right away for free for 30 days.

Most looked-at features by buyers

When assessing IT Service Management solutions, buyers tend to concentrate on specific functionalities that align with their organization's requirements. These preferred features are pivotal in enabling an informed decision-making process. Now, let's delve into the fundamental characteristics that prospective buyers commonly consider when comparing ITSM tools.

  1. Scalability - Growing and evolving organizations emphasize the importance of solutions that can easily adapt to their expansion and allow for customization. The software should be able to create custom fields, workflows, and extensions/plugins, enabling customization to match unique business requirements.

  2. User-friendly interface - Purchasers take into account the ease of use and interface design of the platform. They focus on how user-friendly it is and how it contributes to user adoption and productivity. An intuitive interface that facilitates efficient interaction with the software is highly valued. Additionally, for organizations with remote or mobile workforces, mobile accessibility is a crucial aspect to factor in.

  3. Customization and flexibility - Buyers appreciate software solutions that offer customization options, allowing them to tailor the platform to their business needs. This flexibility ensures alignment with unique workflows and processes, ultimately improving user satisfaction and overall effectiveness.

  4. Ticket Management System - Significant importance is placed on having a robust Ticket Management System within the help desk software. This functionality enables effective tracking, assignment, and resolution of customer inquiries and support requests.

  5. Streamlined IT service catalog - Organizations often require a service catalog that facilitates user requests for specific IT services or resources. This feature simplifies service requests, offers visibility into available services, and enhances service delivery management.

  6. Support automation and Workflow Management - Buyers actively seek software solutions with automation capabilities to streamline daily tasks such as ticket routing, approvals, and escalations. These automation features enhance operational efficiency and productivity.

  7. Self-service portal and knowledge base - The inclusion of a self-service portal is highly valued by buyers, as it empowers end-users to independently resolve common issues and access relevant information without direct assistance.

  8. Seamless integration capabilities - Integration with other systems and applications is a critical requirement for buyers, as it ensures smooth data flow and process automation. The ability to integrate with existing tools and platforms is highly sought after for improved efficiency and a unified user experience.

  9. Efficient Asset Management - Users prioritize software that offers robust IT Asset Management capabilities to help them maintain accurate inventories and optimize resource utilization within their organizations.

  10. Comprehensive reporting - Buyers seek help desk software equipped with robust reporting tools, including dashboards and reports, which provide valuable insights into their IT operations and performance. This data-driven approach supports informed decision-making and continuous service improvement.

  11. ITIL compliance - Many organizations adhere to ITIL best practices for IT Service Management. Buyers may give preference to solutions that support ITIL processes, such as Incident Management, Problem Management, Change Management, and Asset Management, as these processes align with their organizational standards.

  12. Pricing and support - Buyers assess the solution's cost-effectiveness, considering licensing models, subscription plans, and any additional costs related to features or users. The availability of customer support, documentation, and training resources significantly influences their decision-making process.


What is SymphonyAI Summit Service Management?

SymphonyAI Summit, established in 2015 and based in Pune, India, provides AI-based IT management solutions. Its primary offering, SymphonyAI Summit, is an IT Service Management solution that adheres to ITIL standards and utilizes cutting-edge AI-driven digital agents and service automation.

The company also offers an IT Asset Management (ITAM) solution that helps Lifecycle Management, control costs, and avoid over-buying.

What users like from SymphonyAI Summit Service Management

SymphonyAI Summit Service Management has received positive customer reviews from reputable sources such as Gartner. Let's explore some of the key benefits that have been mentioned in these reviews.

  • User experience - Users consistently commend SymphonyAI Summit Service Management for its intuitive interface, user-friendly dashboard layout, and overall commitment to simplicity. 
  • Features and capabilities - Users value the platform for its robust set of features. The tool's ITIL compliance, out-of-the-box reporting capabilities, easy-to-use ticket relationship management, automation through orchestration, and built-in AI capabilities all contribute to its appeal.
  • Multichannel engagement - The software excels in workflow automation and integration, seamlessly associating Incident Requests (IR), Service Requests (SR), and Change Requests (CR) with assets and configuration items. Its resource-handling capabilities are robust, allowing it to efficiently manage a multitude of resources.
  • Flexibility and adaptability - The solution empowers users to manage workflows and support with ease, allowing for dynamic adjustments to meet evolving needs. Implementing suggestions is a straightforward process, fostering a culture of continuous improvement. Users also appreciate the platform's ease of setting up conditions, validations, and configuration of changes.
  • Asset Management - The platform's IT Asset Management (ITAM) capabilities provide users with a robust and engaging experience. Features like mail-to-ticket and mail-to-service request (SR) functionality, alongside comprehensive ITAM tools, contribute to the platform's appeal and efficiency in asset management processes.
  • Training and support - The training team is highly praised for their expertise and effectiveness in imparting knowledge. The platform's support services are known for their punctuality and ability to provide immediate solutions to users' queries and challenges.
  • Cost-effective solution - SymphonyAI Summit Service Management is recognized for its cost-effectiveness when compared to competitors. Users find value in the platform's pricing structure, which offers robust features and capabilities.

What users don’t like from SymphonyAI Summit Service Management

While SymphonyAI Summit Service Management has many strengths and positive features, customers have expressed concerns and criticisms about certain platform’s aspects. These insights have been gleaned from reviews from sources such as Gartner. Let's look at some of the concerns that have been highlighted.

  • Customer support - Some users have expressed dissatisfaction with customer support. Concerns include delayed service when requesting reports, slower support timelines, and difficulties with bug fixing and product updates. 
  • Responsiveness - Another concern among users is the performance of the web interface. Some have reported issues with speed and overall responsiveness. Additionally, there have been instances where attention seems diverted from essential enhancements.
  • Reliability - Some users feel that the product's reliability needs improvement and that it would benefit from more rigorous vetting. 
  • Configuration - There have been concerns about the platform's configuration, workflow, and administration capabilities, which some find to be weak and in need of enhancement. 
  • Bugs - Some users have reported bugs causing conflicts between different teams' buckets, further impacting the overall reliability and stability of the system.
  • Flexibility customization limitations - While the platform offers customization options, there have been reports of certain restrictions that hinder users from achieving their desired levels of customization in certain areas.
  • Costs and licenses - Some users find the license costs to be on the higher side, which has prompted comparisons to other tools in the market. 
  • Performance and accessibility - Some users have noted that the tool is not accessible most of the time and experiences significant slowdowns. Additionally, there have been suggestions that the application's response time could be improved.
  • Additional suggestions - Users have mentioned a couple of distinct points. Firstly, there is a desire for an alert or reminder option. Secondly, there have been comments regarding the need for improvement in the platform's documentation.

What’s SymphonyAI Summit Service Management’s argument over Freshservice?

When comparing SymphonyAI Summit Service Management to Freshservice, several key strengths set the former apart.

  1. User experience - SymphonyAI Summit Service Management is consistently lauded for its intuitive interface, user-friendly dashboard layout, and unwavering commitment to simplicity. This makes for a seamless and enjoyable user experience.

  2. Features and capabilities - Users value SymphonyAI Summit Service Management for its rich set of features. These include adherence to ITIL standards, out-of-the-box reporting capabilities, efficient ticket relationship management, automation through orchestration, and integrated AI features. 

  3. Multichannel engagement - SymphonyAI Summit Service Management excels in workflow automation and integration, smoothly associating Incident Requests, Service Requests, and Change Requests with assets and configuration items. 

  4. Flexibility and adaptability - SymphonyAI Summit Service Management empowers users to easily manage workflows and support, facilitating dynamic adjustments to evolving needs. Users also appreciate the platform's simplicity when configuring conditions, validations, and changes. 

  5. Asset Management - SymphonyAI Summit Service Management's ITAM capabilities offer users a comprehensive and engaging experience.

  6. Training and support - Users consistently commend SymphonyAI Summit Service Management's training team for their expertise and the effectiveness of knowledge transfer. Additionally, the platform's support services are praised for their punctuality and ability to provide immediate solutions to users' queries and challenges. 

  7. Cost-efficiency - SymphonyAI Summit Service Management is recognized for its cost-effectiveness compared to competitors, providing substantial value in its pricing structure, which delivers robust features and capabilities without stretching budgets. 


What is Freshservice?

Example of Freshservice's interface.

Freshservice is a cloud-based IT Service Management platform designed for both small to medium-sized businesses and larger enterprises. It provides organizations with the necessary capabilities to effectively handle IT assets, address incidents and service requests, automate workflows, and maintain a comprehensive knowledge base.

With a user-friendly interface and a commendable 4.5 out of 5 rating from Gartner, Freshservice is a dependable choice for companies aiming to optimize their IT operations and deliver outstanding service to their employees.

The company responsible for Freshservice, Freshworks, was founded in 2010 and is headquartered in San Mateo, California, USA.

What users like from Freshservice

User reviews from respected sources such as Gartner and G2 have shed light on the positive aspects of Freshservice. Here are some of the benefits that have been highlighted.

  • Intuitive interface - Freshservice's easy-to-use interface is highly regarded by users for its simplicity, making it easy to navigate and ultimately boosting productivity.
  • Automation and Workflow Management - Freshservice's automation capabilities have garnered positive feedback for streamlining processes and enhancing efficiency through automated workflows, responses, and escalation procedures.
  • Ticketing system excellence - Users have praised the platform's ticketing system for its efficiency in managing, tracking, and facilitating ticket collaboration. This leads to a swift resolution of customer queries and issues.
  • Knowledge base empowerment - The knowledge base feature is highly esteemed, as it empowers customers to access self-help resources, reducing the need for repetitive support requests.
  • Mobile accessibility - The platform's mobile app is convenient for users on the go, allowing them to access and manage tickets efficiently. It offers a user experience similar to the web version and facilitates effective remote support.
  • Responsive customer support - Users appreciate Freshworks' responsive and helpful customer support, noting that knowledgeable support teams swiftly address their concerns.

What users don’t like from Freshservice

Despite its many strengths and positive qualities, Freshservice has not escaped criticism and reservations from its user base regarding certain aspects of the platform. After analyzing sources such as Gartner and G2, here are some of the concerns that have been raised.

  • Learning curve for advanced features - Despite finding the basic features user-friendly, some users have experienced challenges navigating and utilizing the platform's advanced features.
  • Customization limitations - Some users believe that Freshservice lacks customization options, particularly in the context of ticketing workflows and interface personalization.
  • Platform stability issues - Certain users have encountered stability problems, including occasional system glitches, sluggish performance, and periods of downtime. 
  • Integration challenges - Users have reported difficulties when attempting to integrate Freshservice with third-party tools or systems.
  • Reporting and analytics constraints - Several users have noted that Freshservice's reporting capabilities could benefit from improvement, citing limited options. 
  • Pricing structure concerns - Pricing is a point of contention for some users, who find it expensive, especially when additional features or Agent licenses are needed. They seek more transparency in pricing and more flexible pricing alternatives.
  • Search functionality challenges - Some users have faced difficulties with the platform's search functionality, making it arduous to locate specific information or tickets. 

What’s Freshservice’s argument over SymphonyAI Summit Service Management?

When comparing Freshservice to SymphonyAI Summit Service Management, the former has several key strengths and advantages that set it apart.

  1. Intuitive interface - Freshservice's user-friendly interface stands out as a significant advantage. Users have consistently praised it for its simplicity, which not only makes navigation a breeze but also boosts overall productivity. 

  2. Automation and Workflow Management - Freshservice excels in automation, earning accolades for streamlining processes and enhancing efficiency through automated workflows, responses, and escalation procedures. 

  3. Ticketing system excellence - Freshservice's ticketing system is another area where it outshines the competition. Users appreciate its efficiency in managing, tracking, and facilitating collaboration on tickets, leading to promptly resolving customer queries and issues.

  4. Knowledge base empowerment - Freshservice's knowledge base feature is highly esteemed for empowering customers to access self-help resources. This significantly reduces the need for repetitive support requests, enhancing the overall customer experience. 

  5. Mobile accessibility - Freshservice's mobile app is a convenient tool for users on the go. It allows them to access and manage tickets efficiently and provides a user experience similar to the web version. 

  6. Responsive customer support - Users value Freshworks' responsive and knowledgeable customer support teams. They can swiftly address concerns and provide assistance when needed. 


Considering InvGate Service Desk as an ITSM solution alternative



While SymphonyAI Summit Service Management and Freshservice are recognized as prominent competitors in the ITSM industry, exploring alternative solutions that align more closely with your organization's specific requirements is crucial. In this context, InvGate Service Desk emerges as an attractive option warranting careful consideration. 

Let's delve into the compelling attributes of InvGate Service Desk that render it a valuable choice for addressing your organization's ITSM needs.

Outstanding user experience


InvGate Service Desk prioritizes delivering an exceptional user experience through meticulous design and adherence to UI/UX best practices. Its intuitive interface promotes rapid adoption, reducing the need for extensive training and enabling users to be productive.

Streamlined configuration and setup

InvGate Service Desk simplifies the configuration and setup process, employing a no-code/low-code approach. This approach allows both novices and experienced users to implement the system without requiring extensive technical expertise. The platform expedites setup by offering straightforward configuration options, enabling organizations to leverage its powerful ITSM capabilities quickly.

Powerful self-service functionality


InvGate Service Desk incorporates powerful self-service features, including a user-friendly portal, an extensive IT service catalog, and a knowledge base. These capabilities empower end-users to independently resolve common issues, access a wide array of IT services, and utilize self-help resources, thereby reducing the workload on IT staff.

Robust Ticketing and Incident Management

Example of the Ticket Management view on InvGate Service Desk.

InvGate Service Desk excels in delivering robust capabilities for Ticketing and Incident Management. It facilitates efficient tracking, collaboration, and resolution of tickets, enabling IT teams to manage and prioritize incidents effectively. Features like automated ticket routing, customizable workflows, and SLA Management significantly enhance the efficiency of incident resolution processes.

Extensive reporting and analytics

dashboards-customizables-en-invgate-service desk

InvGate Service Desk offers comprehensive reporting and analytics functions, allowing organizations to gain valuable insights into their IT operations and performance. The platform provides pre-built reports and customizable dashboards, enabling IT teams to analyze data, recognize patterns, and make informed decisions to enhance their services.

Comprehensive Asset Management

By integrating InvGate Service Desk with InvGate Insight, organizations gain a holistic view of their IT ecosystem, resulting in improved service delivery and reduced downtime. InvGate Insight offers a range of features, including IT Asset Discovery, Inventory Management, Software License Management, and maintenance schedules.

Customization and flexibility

InvGate Service Desk offers flexible deployment options, enabling organizations to choose between on-premise or cloud-based solutions. This flexibility ensures that the platform can adapt to the specific requirements of various sectors and industries.

ITSM and ESM integration

InvGate Service Desk is purpose-built for ITSM and seamlessly extends its capabilities to Enterprise Service Management (ESM). It empowers operational departments to enhance their processes and fully embrace the advantages of digital transformation, facilitating streamlined workflows and comprehensive digital initiatives across all departments.

ITIL certification

InvGate Service Desk has achieved ITIL4 certification from PINK Elephant, demonstrating its commitment to upholding ITSM excellence. Whether organizations are embarking on their ITIL journey or managing complex operations, InvGate Service Desk provides a user-friendly and feature-rich experience aligned with industry best practices.

Cost-effective solution

InvGate Service Desk delivers a cost-effective solution without compromising on functionality. It offers a comprehensive range of ITSM features at a competitive price, making it an appealing choice for organizations seeking affordability without sacrificing capabilities. Compared to alternatives like SymphonyAI Summit Service Management and Freshservice, InvGate Service Desk strikes a balance between cost and functionality.

Fast ROI and continuous innovation

InvGate Service Desk ensures a rapid return on investment through efficient implementation processes. Within weeks, organizations can reap the benefits of this robust ITSM solution. Additionally, regular feature updates keep users at the forefront of technology without incurring additional costs.

Next steps

In IT Service Management, the choice between SymphonyAI Summit Service Management vs. Freshservice is indeed a pivotal one. Each of these platforms brings its own distinct strengths and advantages to the table, catering to various organizational needs.

However, to ensure you make the most informed choice, it's imperative to broaden your evaluation beyond these two options. The ITSM landscape offers a diverse array of solutions, each with its own merits.

In this context, InvGate Service Desk shines brightly, offering a range of distinctive strengths that set it apart. Its intuitive interface simplifies navigation, while its robust feature set empowers businesses to streamline their operations effectively. 

Explore our live demo and experience firsthand the intuitive design and powerful capabilities that make InvGate Service Desk a worthy choice for optimizing your IT services.

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