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Freshservice vs Empolis Service Express: Which is a better fit?

Updated on February 3rd, 2025
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Summary
Key features rated by users
Features selected based on 6,024 reviews from Knowledge Management users.
% Fit
Missing features
Feature ratings
Knowledge Base Management
4.3
Content Management
3.8
Document Management
4.1
Communication Management
NA
Access Controls/Permissions
4.1
% Fit
Missing features
Not enough reviews
Feature ratings
Knowledge Base Management
5.0
Content Management
4.0
Document Management
NA
Communication Management
--
Access Controls/Permissions
NA
User satisfaction
4.5
User reviews595
Ease of use
4.5
Functionality
4.3
Value for money
4.4
Customer support
4.5
4.7
User reviews14
Ease of use
4.7
Functionality
4.4
Value for money
4.4
Customer support
4.8
Price starts from
/user
Monthly subscription
Free version
Free trial
/user
Monthly subscription
Free version
Free trial
Best for

Freshservice's customers include MSP's, financial organizations, educational institutions and several government organizations.

Customer service for knowledge-intense products, machinery, and equipment across all industries

User reviews
pros & cons
1 / 4
View Reviews
Not enough reviews
View Reviews
Video reviews
video-78d1229a-3e46-4293-7538-08d87f8b69ee
Brad T
Application Support Manager
4.0

Brad T.: Hi, I'm Brad. I'm the application support manager in higher education and I rate Freshservice four out of five. So there is a couple of different software options I was looking for in my use case. So the biggest thing, I was looking for an ITSM tool with good CMDB capabilities. And so I looked at Zendesk, also at Freshdesk, that's by the same company that makes Freshservice. And landed on Freshservice because they had the CMDB component that I was looking for. So, there's two deciding factors that made me go with Freshservice for the use case that we had. One, it was ITIL-based. And so, it has incident management, change management, problem management, and release management, with good workflows built in. And of course, the CMDB to get a good inventory of our environment. The integration of rolling out for a service for our company was really easy, especially because it's a SaaS. It's just, you pick your domain name and it's ready to go out of the box. And with being able to integrate with active directory to do single sign-on through LDAP, made it even easier for our team to adopt. The best advice I could give anyone that's looking for an ITSM platform like Freshservice, is to evaluate the use cases and what you're solving for. So, if your workflows and processes are ITIL-based, which I would highly recommend anyone that's not using the ITIL structure. For a service that's out of the box, just ready to go, totally ITIL structured. And I highly recommend it. Especially if you're looking for a SaaS with little to no overhead on maintenance. So you don't have to have your own server to host it or anything. It's just pay per seat, per month and you're good to go.

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User interface
132997 video thumbnail}
1 Video
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5 screenshots
204900
5 screenshots
Do these products fit your needs?

Prioritize real-user-identified key features according to your needs to find your best fit.

Logo Img
--%
Logo Img
--%
Access Controls/Permissions
207
Important
Activity Dashboard
388
Important

Freshservice

26/36
  • Calendar Management
  • Commenting/Notes
  • Communication Management
  • Content Library
  • Decision Support
  • Discussions/Forums
  • Single Sign On
  • Social Media Integration
  • Tagging
  • Text Editing
  • Access Controls/Permissions
  • Activity Dashboard
  • Activity Tracking
  • Alerts/Notifications
  • API
  • Catalog Management
  • Collaboration Tools
  • Content Management
  • Customizable Branding
  • Customizable Fields
  • Customizable Reports
  • Customizable Templates
  • Data Import/Export
  • Document Management
  • Drag & Drop
  • Full Text Search
  • Knowledge Base Management
  • Live Chat
  • Multi-Language
  • Reporting & Statistics
  • Self Service Portal
  • SSL Security
  • Surveys & Feedback
  • Third-Party Integrations
  • Widgets
  • Workflow Management
See All features
Hide Knowledge Management Software Features -

Empolis Service Express

Top Features
29/36
Show Knowledge Management Software Features +
Freshservice
Deployment
  • Cloud, SaaS, Web-Based
  • Desktop - Mac
  • Desktop - Windows
  • Desktop - Linux
  • Desktop - Chromebook
  • On-Premise - Windows
  • On-Premise - Linux
  • Mobile - Android
  • Mobile - iPhone
  • Mobile - iPad
Support
  • Email/Help Desk
  • FAQs/Forum
  • Knowledge Base
  • Phone Support
  • 24/7 (Live rep)
  • Chat
Training
  • In Person
  • Live Online
  • Webinars
  • Documentation
  • Videos
Empolis Service Express
Deployment
  • Cloud, SaaS, Web-Based
  • Desktop - Mac
  • Desktop - Windows
  • Desktop - Linux
  • Desktop - Chromebook
  • On-Premise - Windows
  • On-Premise - Linux
  • Mobile - Android
  • Mobile - iPhone
  • Mobile - iPad
Support
  • Email/Help Desk
  • FAQs/Forum
  • Knowledge Base
  • Phone Support
  • 24/7 (Live rep)
  • Chat
Training
  • In Person
  • Live Online
  • Webinars
  • Documentation
  • Videos
Freshservice
  • By Freshworks
  • Located in United States
  • Founded in 2011
Empolis Service Express
  • By Empolis Information Management
  • Located in Germany
  • Founded in 1986
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