Freshservice
Groove
| Feature | Freshservice | Groove |
|---|---|---|
| Pricing | From $19/mo | From $16/mo |
| Free Plan | ✗ No | ✗ No |
| Rating | 4.4 / 5 | 4.3 / 5 |
| Best For | it-teams, enterprise, msp-providers, help-desks | small-businesses, startups, small-support-teams, saas-companies |
| Founded | 2014 | 2012 |
| Incident Management | ✓ | ✗ |
| Asset Management | ✓ | ✗ |
| Change Management | ✓ | ✗ |
| Service Catalog | ✓ | ✗ |
| Knowledge Base | ✓ | ✓ |
| Ai Agent | ✓ | ✗ |
| Shared Inbox | ✗ | ✓ |
| Live Chat | ✗ | ✓ |
| Assignments | ✗ | ✓ |
| Collision Detection | ✗ | ✓ |
| Reporting | ✗ | ✓ |
✓ Freshservice Pros
- Intuitive interface
- ITIL-ready
- Good automation
- AI capabilities
✗ Freshservice Cons
- Expensive at higher tiers
- Limited customization
- Reporting limitations
✓ Groove Pros
- Very simple to use
- Feels like email not a ticket system
- Good for small teams
- Knowledge base included
✗ Groove Cons
- Limited automation
- Basic reporting
- Not suitable for large teams
The Verdict
Freshservice is built for it teams and enterprise, with a focus on incident-management and asset-management. Groove targets small businesses and startups and leads with shared-inbox and knowledge-base.
Pricing is close: Groove starts at $16/mo versus $19/mo for Freshservice — not a deciding factor on its own.
Neither tool offers a free plan, so factor the subscription cost into your decision from the start.
This is a genuinely close comparison. If you can, sign up for both free trials (where available) and run a one-week test with your actual team tasks before deciding.