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Side-by-side record

Freshservice vs. Splashtop Remote Support

A side-by-side view of the product records we have today. Use it to narrow the question, then confirm current pricing, limits, and security details with each vendor.

The short version

Freshservice starts at $19 per seat, versus Splashtop Remote Support at $25. Splashtop Remote Support carries the higher aggregate rating (8.9/5 vs 4.6/5).

Full comparison

Freshservicefrom $19 per agent / month
Splashtop Remote Supportfrom $25 per month
Audyense Score76ASStrong29AS*Low
PositioningService, operations, and assets unifiedSplashtop Remote Support is a remote desktop solution perfect for helpdesks, IT professionals, and MSPs (Managed Service Providers).
Free tierNoYes
DeploymentCloud / SaaSCloud / SaaS
Best fitSMB, Mid-market, EnterpriseStartup, SMB, Mid-market
Pricing plans
  • Starter$19
  • Growth$49
  • Pro$99
  • EnterpriseCustom pricing
  • Free or entry planFree
  • Higher tiersCustom pricing
Automation & macrosYesLow-code workflow automation and intelligent routing.—
CSAT & satisfaction surveysYesConfigurable CSAT/CES/NPS surveys with dedicated reporting.—
Knowledge base & help centerYesFull knowledge base with versioning, approvals, and AI-assisted drafting.—
Live chat & messagingPartialDelivered via a Freshchat integration, not native to core Freshservice.—
Omnichannel supportPartialAchieved mainly through companion Freshworks products (Freshchat, Freshcaller).—
Shared inbox & ticketingYesTicketing is inherently a shared/team inbox model across agent groups.—
SLA managementYesExplicit SLA management starting at the Growth tier.—
AI featuresYesFreddy AI Copilot, AI Agent, and AI Insights (add-on on lower tiers, included on Enterprise).—
Public APIYesDocumented REST API (v2) covering tickets, assets, problems, changes, and releases.—
Mobile appYesNative iOS/Android apps with ticket management and asset scanning.—
Reporting & dashboardsPartialBuilt-in analytics exist but customization is the most consistently criticized area.—
Access From Any Device—YesDocumented in the independently researched profile.
Easy Deployment—YesDocumented in the independently researched profile.
Create And Send Deployment Package—YesDocumented in the independently researched profile.
Automatically Install And Deploy To Group Of Computers—YesDocumented in the independently researched profile.
High Performance—YesDocumented in the independently researched profile.
Attended And Unattended Remote Support—YesDocumented in the independently researched profile.
Group Computers—YesDocumented in the independently researched profile.
User Managment—YesDocumented in the independently researched profile.
Resell Remote Access—YesDocumented in the independently researched profile.
Robust Security—YesDocumented in the independently researched profile.
Remote Print—YesDocumented in the independently researched profile.
Chat While In Remote Sessions—YesDocumented in the independently researched profile.
Remote Wake Computers—YesDocumented in the independently researched profile.
File transfer—YesDocumented in the independently researched profile.
Integrations verified15+—
Aggregate rating4.6 · 1.3k reviews8.9 · No reviews yet
Integrations
SlackMicrosoft TeamsAzure Active DirectoryMicrosoft IntuneMicrosoft Active DirectoryAzure DevOps+9 more
—
Security & compliance
SOC 2ISO 27001GDPR
—
Pros
  • Clean, intuitive interface with fast admin and end-user onboarding.
  • Strong workflow automation that cuts manual ticket routing and escalation work.
  • Solid built-in asset management and CMDB alongside ticketing.
  • Good value-to-price ratio compared to enterprise ITSM tools like ServiceNow.
  • Independent review documents a concrete business workflow
  • Documented capability: Access From Any Device
  • Documented capability: Easy Deployment
  • Documented capability: Create And Send Deployment Package
  • Documented capability: Automatically Install And Deploy To Group Of Computers
Cons
  • Reporting is a recurring weak spot — often needs manual export to Excel for real customization.
  • Advanced features like change, problem, and release management are gated behind higher-priced tiers.
  • Mobile app functionality is more limited than desktop for some reviewers.
  • Complex automations and API integrations can surface occasional bugs and lag.
  • Pricing and usage limits should be checked against the exact plan
  • Implementation effort depends on the team's data and process maturity
  • Reported outcomes should be validated with the buyer's own data
Visit Freshservice ↗Visit Splashtop Remote Support ↗

Editorial read of this comparison

The table summarizes structured facts; this section explains what the differences mean for a real buying decision.

Where each tool fits, and where it may not

Freshservice

Freshservice is an AI-powered IT service management (ITSM) platform from Freshworks, built on ITIL best practices. It unifies incident, change, and problem management with a connected asset database (CMDB) on one platform, aimed at mid-market and enterprise IT teams that need structured service delivery beyond a basic help desk.

A particularly good fit for: Mid-market and enterprise IT teams that need full ITIL processes (incident, problem, change, release) beyond a basic help desk. Organizations that want ITSM, asset management (CMDB), and IT operations in one connected platform rather than stitched-together point tools. Teams that need to go live quickly — reviewers cite fast onboarding and setup.

May be a poor fit if: Teams wanting a genuinely free plan — Freshservice only offers a 14-day trial, no forever-free tier. Organizations whose top priority is deep, highly customizable native reporting — this is the most consistently cited weak point across review platforms.

Splashtop Remote Support

Splashtop Remote Support is a remote desktop solution perfect for helpdesks, IT professionals, and MSPs (Managed Service Providers). It’s a reliable software designed to assist users in remotely supporting the servers and computer of their clients. It allows the deployment of both attended and unattended support. The software provides remote access and support from your laptops and computers, mobile devices or even Chromebook. It can be easily deployed to units that need support, with the option of making your own deployment package which could then be sent to clients for installation. User groups with full control over access and privilege can be created. There’s also no issue in security as Splashtop encrypts every remote session while also providing firewall, device authentication, multi-level password, and other security features to your computers and servers. Splashtop technology powers various RMMs’ remote control function for fluid unattended support. Examples of said remote monitoring and management platforms that this software integrates with include Ninja, RSA, Atera, MS Active Directory, ServiceNow, and Naverisk. It also provides lightweight integration capabilities for third-party apps that don’t have built-in Splashtop support. There are two packages available for this software, namely Remote Support Plus and Remote Support Premium. Both of which is billed annually. The basic version starts at $25/month while the premium plan starts at $40/month. A free trial is available.

A particularly good fit for: B2B teams evaluating customer support software Teams that need documented workflow capabilities and fit guidance Organizations willing to validate implementation and plan limits

May be a poor fit if: Teams seeking a workflow outside the product's documented focus Teams needing unlimited usage without plan limits

Pricing and plan structure

Freshservice: Published starting price $19 per agent / month

  • Starter$19 per agent / month
  • Growth$49 per agent / month
  • Pro$99 per agent / month
  • EnterpriseCustom pricing

Splashtop Remote Support: Published starting price $25 per month

  • Free or entry planFree
  • Higher tiersCustom pricing

Capabilities worth validating

  • Freshservice: Automation & macros, CSAT & satisfaction surveys, Knowledge base & help center, Live chat & messaging, Omnichannel support Integrations include Slack, Microsoft Teams, Azure Active Directory, Microsoft Intune.
  • Splashtop Remote Support: Access From Any Device, Easy Deployment, Create And Send Deployment Package, Automatically Install And Deploy To Group Of Computers, High Performance

Questions to answer before switching

  • Does Freshservice's selected plan include the features and limits we need?
  • Does Splashtop Remote Support's selected plan include the features and limits we need?
  • Does the exact integration path for Slack, Microsoft Teams, Azure Active Directory support the sync direction, permissions, and volume we need?
  • Is a hosted-only deployment acceptable for the team and customers who will use this system?

How to evaluate this shortlist

A useful comparison turns the differences between Customer Support tools into a concrete test. Use these steps to avoid choosing from a feature table or the lowest headline price alone.

  1. Start with a representative Customer Support workflow, not a feature checklist. Define who will use it, what data goes in, and what outcome the team needs.
  2. Test the complete path through Slack, Microsoft Teams, Azure Active Directory: permissions, sync direction, failure handling, and volume limits often matter more than the integration name.
  3. Compare the cost of the real scenario, including users, usage, storage, support, and contract requirements. The entry price alone does not measure adoption cost.
  4. Before switching, list the evidence gaps, request a demo of the critical workflow, and confirm security, data residency, export, and support with each vendor.

Structured signals help narrow the shortlist, but a trial with a real workflow is still the best way to validate the decision.

Research basis

Last checked: 2026-08-18. Pricing, integrations, feature support, and review signals can change, so treat this as a research snapshot and verify the final decision with the vendor.

Sources consulted: Freshservice product site, G2, Capterra; Splashtop Remote Support product site, FinancesOnline review, Vendor website