Freshservice by Freshworks vs Hive
Freshservice by Freshworks and Hive serve completely different teams. Freshservice by Freshworks is built for IT service and asset management. Hive is a project management hub for creative and collaborative teams.
Best for: IT teams seeking to consolidate tools and streamline service delivery, Organizations wanting to deploy AI agents for common service requests
Best for: Agencies managing multiple client projects, Marketing teams coordinating campaigns
Solid AI-powered ITSM platform.
We find Freshservice offers a powerful, unified platform for consolidating IT service and asset management. Its AI integration and ease of use are standout features for modernizing IT operations. Overall, it's a strong choice for teams seeking to move beyond legacy tools and work more proactively.
Pros
- Unified platform for ITSM, ITAM, and ESM reduces tool sprawl.
- AI agents automate repetitive tasks within the agent's workflow.
- Emphasizes a user-friendly interface and rapid deployment.
- Transparent, scalable pricing models help predict costs.
Cons
- Detailed public pricing page can be difficult to find for quick comparison.
- Complex custom integrations may require extensive marketplace setup.
- May include unnecessary enterprise features for very small businesses.
- More than a simple ticket-only tool, which adds some complexity.
Powerful hub for connected teams.
We found Hive excels at centralizing work across multiple tools into a single, AI-assisted workspace. Its flexible views and automation are strong assets, though the pricing structure and some user experiences around support warrant careful consideration. Overall, it's a robust choice for teams prioritizing integration and workflow efficiency.
Pros
- Centralizes work from tools like Slack, Salesforce, and email into one unified workspace.
- Offers flexible project views including Kanban, Gantt, Calendar, and Table.
- Integrates Buzz AI for smart search, summaries, and turning conversations into tasks.
- Provides a free forever tier and a free trial with no credit card required.
Cons
- Some users report confusion or dissatisfaction with billing and subscription management.
- Advanced features and support are often reserved for higher-tier, more expensive plans.
- Requires upfront integration setup to realize its full value, which may not suit all teams.
- Pricing details for some modules or support levels are not fully transparent upfront.
AboutFreshservice by Freshworks
Freshservice is an AI-powered platform for IT and enterprise service management. It’s built for organizations that want to streamline their service desk, manage assets, and automate operations in one place. The core idea is to unify service delivery and asset context, eliminating the need for disconnected tools. It targets businesses looking for a modern, intelligent alternative to traditional ITSM software. ✅
AboutHive
Hive is a project management platform built for teams of all kinds. From agencies and marketing teams to non-profits and education groups, it’s designed to organize collaboration and automate workflows. It’s not just a task list; it’s a connected system where your work happens. 💡
Highlights
Feature Comparison
Features Overview
We highlight the main differences and pick a winner for each feature.
Core Platform
Freshservice by Freshworks is for IT service delivery. Hive is for project collaboration.
Freshservice by Freshworks unifies ITSM, asset management, and operations. It's one platform for your entire IT function. Hive is a workspace that connects your project tools. It centralizes communication and tasks from Slack, email, and Salesforce. Freshservice by Freshworks is a specialized IT tool. Hive is a general-purpose project hub.
AI Capabilities
Both have AI, but for different jobs. Freshservice by Freshworks for IT, Hive for projects.
Freshservice by Freshworks uses Freddy AI to automate IT tickets. It guides agents and resolves common queries like password resets. Hive's Buzz AI searches connected apps. It summarizes meetings and turns email threads into action items. Freddy resolves IT work. Buzz informs project work. They solve different problems.
User Interface
Freshservice by Freshworks is clean for IT. Hive is flexible for project views.
Freshservice by Freshworks emphasizes a user-friendly IT interface. Built-in workflows help you get started quickly. Hive offers six project views: Kanban, Gantt, Calendar, Table, List, and Portfolio. You choose how to see your work. Freshservice by Freshworks has one optimized view. Hive gives you multiple perspectives on the same project.
Automation
Freshservice by Freshworks automates IT processes. Hive automates project setup.
Freshservice by Freshworks has built-in workflows for IT tasks. You can automate ticket routing, approvals, and escalations. Hive uses automated project and action templates. This saves time setting up new campaigns or recurring tasks. Freshservice automates ongoing IT work. Hive automates the start of new project work.
Integrations
Freshservice by Freshworks connects IT tools. Hive connects your daily work apps.
Freshservice by Freshworks has a marketplace for IT integrations. It connects to tools like Microsoft Teams and Slack for IT alerts. Hive integrates with Salesforce, Slack, Gong, and email. It pulls all that data into your project workspace. Freshservice integrates for IT context. Hive integrates for project context.
Pricing Model
Freshservice by Freshworks is per IT agent. Hive is per all project users.
Freshservice by Freshworks pricing starts at $19 per agent per month. You only pay for people resolving IT tickets. Hive pricing starts at $0 and goes to $12 per user per month. You pay for everyone collaborating on projects. Freshservice's cost is limited to your IT team. Hive's cost scales with your whole team.
Customer Support
Both offer support. Hive gives Enterprise teams a dedicated manager.
Freshservice by Freshworks provides support for all plans. SLA details are available through their sales team. Hive's support varies by plan. Enterprise customers get a dedicated Customer Success Manager. Hive offers a higher-touch support tier for large customers.
Learning Curve
Freshservice by Freshworks is for IT pros. Hive may need setup for full value.
Freshservice by Freshworks is designed for IT teams. Its features are industry-specific, which may require IT knowledge. Hive's strength is its connected workspace. Getting full value requires connecting your existing tools, which takes setup. Freshservice is specialized. Hive is customizable but requires configuration.
Freshservice by Freshworks pricing: Freshservice by Freshworks offers four scalable plans starting at $19 per agent, billed annually. Pricing is based on agent seats and advanced AI or management features, with both monthly and annual billing options available to fit different business sizes and needs.
Hive pricing: Hive offers a range of options from a $0 free forever tier to a $12/month per user Teams plan. Subscriptions range from free tools for individuals to robust, feature-rich environments for growing organizations and enterprises alike.
Yearly billing is available to help you save on total costs over time. Monthly plans provide maximum flexibility if you prefer less commitment.
Pricing scales with features, allowing you to pay for only the power you need as your projects grow more complex. Add-ons like Buzz AI and time tracking are extra costs on mid-tier plans, which makes the pricing structure modular and customizable.
Pricing Notes
- Freshservice by Freshworks charges per IT agent, starting at $19/agent/month.
- Hive charges per user for anyone in the workspace, starting at $12/user/month on the Teams plan.
- Hive's pricing can get expensive for large teams, as every collaborator counts.
- Freshservice by Freshworks has a separate 'Asset Unit' metric for IT Asset Management.
- Hive offers optional add-ons like Buzz AI and time tracking at extra cost.
Pricing Head-to-Head
User Reviews
Based on available external sources, we found a significant limitation in gathering public sentiment for this specific review. The Trustpilot link provided was inaccessible due to a verification error, and no Capterra data was supplied. Consequently, we cannot synthesize a balanced external review summary from real user feedback on platforms like Trustpilot or Capterra at this time. Our assessment is therefore based solely on the provided product information.
Reviewing Hive's external reputation, we found Trustpilot reviews to be mixed but often positive regarding the product's functionality and customer service responsiveness. Users frequently praise the platform's ease of use and comprehensive features for project management, noting its helpful support team. 📊 On the other hand, some reviews highlight concerns with pricing transparency and occasional billing issues, which can affect overall value perception. ⭐ Capterra's detailed review page was inaccessible due to security restrictions, preventing a full cross-platform synthesis. Based on the available Trustpilot snippets, the sentiment leans towards appreciation for Hive's core toolset and collaborative environment, though experiences with account management and subscription handling are less consistent.
Hive has been a game-changer for our marketing team. The ability to see all our projects in different views, like Gantt charts, helps us stay on top of deadlines. Customer support has also been very responsive whenever we had questions.
Our Verdict
Freshservice by Freshworks and Hive are not direct competitors. They solve entirely different problems for different teams. Freshservice by Freshworks's superpower is unifying IT service, assets, and operations. It uses AI to automate routine IT tickets and gives you a single source of truth for your entire IT function. Hive's superpower is connecting your project tools into one workspace. It pulls data from Slack, email, and Salesforce, then uses AI to summarize and create tasks from those conversations. The deciding factor is your team's primary job. If you're managing IT services and assets, Freshservice by Freshworks is the clear choice. If you're coordinating projects across multiple apps, Hive is built for you. Choose Freshservice by Freshworks if you're an IT team that needs a modern, unified platform. Choose Hive if you're a collaborative team that lives in many different apps and needs one place to work.
Frequently Asked Questions
Which is better for small teams: Freshservice by Freshworks or Hive?
It depends on your work. For a small IT team, Freshservice by Freshworks is better. For a small marketing team, Hive is a better fit.
Can I use Freshservice by Freshworks for project management like Hive?
No. Freshservice by Freshworks is for IT service management. It's not designed for general project coordination or creative workflows.
Is Hive worth the extra cost over Freshservice by Freshworks for a large team?
This is the wrong comparison. Hive costs more for large teams because you pay per user. Freshservice is cheaper for large teams as you only pay for IT agents.
Which tool has better AI?
Both have strong AI for their purposes. Freshservice by Freshworks's Freddy AI automates IT tickets. Hive's Buzz AI summarizes project communications and creates tasks.
Which integrates better with Salesforce?
Hive is designed to centralize data from Salesforce into your project workspace. Freshservice by Freshworks connects to Salesforce for IT context.
Is Freshservice by Freshworks more secure than Hive?
Freshservice by Freshworks highlights enterprise-grade security and EU-US Privacy Shield compliance. Hive has a security page but details are less prominent.
Ready to Choose?
Both tools have their strengths. Choose based on your specific needs.