HEAD TO HEAD
Freshservice or Halo (formerly HaloITSM): which ITSM platform fits your team?
IN SHORT
Freshservice documents nothing that Halo lacks where Halo does not; Halo documents AI triage and routing where Freshservice does not. They match on 11 of 13 capabilities. Which matters more depends on your answers in the finder.
By The Ticket Desk · ITSM Compared · Published 2026-10-11
Desk research from public vendor pages, pricing pages and G2 pages read on 27 September and 11 October 2026. Profiles follow our published method; we did not test the products.
How do Freshservice and Halo compare capability by capability?
| Capability | Freshservice | Halo | Differs |
|---|---|---|---|
| Free plan or trial | Documented 14-day trial with all features. Source: Freshservice pricing · Read 11 Oct 2026 | Documented A trial is offered; 30 days with all modules on the 27 September read. Source: Halo pricing · Read 27 Sep 2026 | Same |
| Published price | Documented Starter $19, Growth $49, Pro $99 per agent a month, annual. Source: Freshservice pricing · Read 27 Sep 2026 | Documented £69 per agent a month, UK list, annual; onboarding package required. Source: Halo pricing · Read 11 Oct 2026 | Same |
| Self-service portal or catalog | Documented Service catalog and SLA management from Growth. Source: Freshservice pricing · Read 27 Sep 2026 | Documented Employee portal included as standard. Source: Halo pricing · Read 11 Oct 2026 | Same |
| AI triage and routing | Partly Freddy AI routes issues to the right agent, described in a general service context. Source: Freshworks Freddy AI · Read 27 Sep 2026 | Documented AI triaging included as standard. Source: Halo pricing · Read 11 Oct 2026 | Differs |
| AI agents | Documented Freddy AI Agent Studio for building AI agents. Source: Freshservice product page · Read 27 Sep 2026 | Documented AI agents; process agents auto-resolve known issues. Source: Halo AI · Read 27 Sep 2026 | Same |
| Configuration tools for non-specialists | Partly Agent Studio for agents; workflow configuration for non-specialists is not described. Source: Freshservice product page · Read 27 Sep 2026 | Not in our sources Not described on the pages we read. | Differs |
| Departments beyond IT | Documented Freshservice for Business Teams: HR, finance, facilities, legal. Source: Freshservice for Business Teams · Read 11 Oct 2026 | Documented HR service delivery, finance and legal, facilities included as standard. Source: Halo pricing · Read 11 Oct 2026 | Same |
| Incident management | Documented Incident management from Starter. Source: Freshservice pricing · Read 27 Sep 2026 | Documented In the single licence. Source: Halo pricing · Read 27 Sep 2026 | Same |
| Problem management | Documented On Pro and Enterprise. Source: Freshservice pricing · Read 27 Sep 2026 | Documented In the single licence. Source: Halo pricing · Read 27 Sep 2026 | Same |
| Change management | Documented On Pro and Enterprise. Source: Freshservice pricing · Read 27 Sep 2026 | Documented In the single licence. Source: Halo pricing · Read 27 Sep 2026 | Same |
| CMDB | Documented CMDB built by agentless discovery. Source: Freshservice IT asset management · Read 27 Sep 2026 | Documented CMDB and asset discovery included. Source: Halo pricing · Read 11 Oct 2026 | Same |
| IT asset management | Documented IT asset management with agentless discovery; asset units in packs of 500. Source: Freshservice IT asset management · Read 27 Sep 2026 | Documented Assets included. Source: Halo pricing · Read 27 Sep 2026 | Same |
| Self-managed option | Not in our sources Not described on the pages we read. | Not in our sources On-premises is not mentioned on the pages we read. | Same |
Which rollout milestones does each put on the entry plan?
- On the entry plan
- On a higher plan or as a paid add-on
- Documented, plan not stated
- Not documented on the pages we read
Freshservice
Halo
Freshservice has 2 milestones on its entry plan; Halo has 6.
What do Freshservice and Halo cost?
Freshservice
| Plan | Price |
|---|---|
| Starter | $19 per agent/month, billed annually |
| Growth | $49 per agent/month |
| Pro | $99 per agent/month |
| Enterprise | Not published |
| Add-on Freddy AI Copilot | $29 per agent/month |
| Trial | 14 days |
Source: Freshservice pricing · Read 27 Sep 2026
Halo
| Plan | Price |
|---|---|
| Single plan | £69 per agent/month, billed annually (UK list price; £66 on 27 Sep 2026) |
| Halo Enterprise Package | $1M a year, fixed |
| Trial | Offered |
Source: Halo pricing · Read 11 Oct 2026
When does Freshservice fit, and when Halo?
Consider Freshservice if
IT teams that want certified ITIL practices and published prices, with a route for business teams later.
Certified ITIL practice coverage and a discovery-fed CMDB at published prices.
Watch for: Problem and change management need Pro at $99 per agent a month, and the Freddy AI Copilot is a $29 add-on.
Consider Halo if
Teams that want every module, including ESM and CMDB, in one per-agent licence.
Every module, from change management to CMDB and ESM, in one published per-agent price.
Watch for: Everything is switched on in one licence, so there is more to scope before launch, and onboarding packages are required at a bespoke cost.
Questions readers ask
Is Freshservice or Halo better for a mid-market IT team?
Neither in general. Freshservice documents nothing that Halo lacks; Halo documents AI triage and routing. Answer the ITSM fit finder to see which matches your team.
Which is cheaper, Freshservice or Halo?
Freshservice starts at $19 per agent per month (Starter, billed annually); Halo starts at £69 per agent per month (UK list, billed annually, 11 Oct 2026). Compare plans at your team size in the ITSM cost calculator.
Do Freshservice and Halo cover change management and a CMDB?
Freshservice: Yes, on Pro and Enterprise. Problem, change and release management start on Pro at $99 per agent a month, and agentless discovery feeds a CMDB. Halo: Yes. Incident, request, problem and change management, major incidents, assets, CMDB and asset discovery are included as standard.