A Freshservice alternative with a narrower scope
Freshservice is a broad ITSM product with per-agent pricing and several plans. Its Pro plan includes problem, change and release management. 404desk covers far fewer ITIL processes and charges per account in a single plan. If you need change management, stay with Freshservice. If you mainly need tickets, an employee portal and device tracking, run the numbers.
At a glance
Freshservice covers ITSM processes that 404desk deliberately leaves out. According to its price list, the plan with problem, change and release management costs €84 net per agent per month with annual billing. 404desk is narrower, with one core plan and AI as a paid add-on. Automatic import is not available yet.
Why choose Freshservice?
Freshservice covers more than ticket handling. Its German pricing page lists Starter at €15, Growth at €40 and Pro at €84 net per agent per month with annual billing, plus Enterprise on request. It names problem, change and release management as part of Pro. Figures as of 11 November 2026.
If your IT team works to ITIL, has changes approved and keeps assets in a CMDB, those are capabilities 404desk does not have and does not plan to have.
When Freshservice fits better
- You need change, problem or release management.
- An audit requires ITIL processes in your ticketing system.
- You want to manage your assets in a CMDB.
When 404desk fits
Your IT team is one to five people who mostly handle requests, issue devices and maintain knowledge. The single plan includes an employee portal that needs no training, QR labels, deadlines that follow public holidays by country and region, a device inventory with handover forms and Microsoft 365 sign-in. The portal, console and emails are currently in German.
404desk is hosted in Germany.
Example: 100 accounts, two of them in IT
| System | Calculation | Month |
|---|---|---|
| Freshservice Starter | 2 agents × €15 | €30.00 |
| Freshservice Growth | 2 agents × €40 | €80.00 |
| Freshservice Pro | 2 agents × €84 | €168.00 |
| 404desk | 100 accounts × €1.50 | €150.00 |
404desk: No VAT is charged under the small business scheme (§ 19 UStG).
Which Freshservice plan you need is shown in the feature comparison on its pricing page. Compare the plan that includes your must-have features, not the cheapest one.
How to test fairly
Before you start, list the Freshservice features you actually used last quarter, not the ones your plan includes. If the list is mainly tickets, portal, assets and reports, a comparison with 404desk makes sense. If it includes changes and problems with approval stages, skip the trial. Test the portal with people from outside IT.
The short version
Freshservice is the better choice for IT teams that want or need to work to ITIL. 404desk is the simpler choice for an internal IT team of one to five people who mainly manage requests, devices and knowledge. Run both with your own numbers and test with real tickets.
Checklist for switching
- Write down which ITSM functions you really use. If that includes change management, do not switch.
- Save an export. Automatic import into 404desk is not available yet.
- Export your asset data as CSV or Excel and import it into the device inventory.
- Run three test cases: an email ticket with a follow-up question, a deadline that spans a weekend, and a device handover with a form.
- Check the term of your Freshservice contract and cancel only afterwards.
Sources
- Freshservice: German pricing and feature comparison, https://www.freshworks.com/de/freshservice/pricing/, accessed 11 November 2026
Frequently asked questions
Is this comparison independent?
No. It is written by the provider of 404desk. We cite vendor information with its source and the date we accessed it. We have not done a comprehensive hands-on test of every system.
Does 404desk have change management?
No. There is no change management, problem management or CMDB. If you need those, a broader ITSM product such as Freshservice is a better fit.
Can we import from Freshservice?
Not yet. Automatic import is not available. You can import devices into the inventory from CSV or Excel.
Further reading
- Compare ticketing systemsCompare Zammad, Freshservice, Jira Service Management, osTicket, OTOBO, Znuny and shared mailboxes. Pricing examples, sources and clear product limits.
- Jira Service ManagementWhen Atlassian is the better fit and when a simpler internal IT help desk may help. Compare workflows, costs and migration requirements.
- PricingOne core plan, rates of €2.00, €1.50 or €1.00 per account per month, minimum €29. Calculate your price. AI is optional. German interface.