Freshservice vs Grafana Incident
Side-by-side from the Top 11 rankings of The 11 Best ITSM Software Platforms (2026) and The 11 Best Incident Management Software Tools (2026). Last verified June 21, 2026.
The short answer
Freshservice ranks higher on Top 11 (#3 vs #9) for IT teams managing incidents, service requests, and change management / IT and DevOps teams tracking, resolving, and learning from system incidents. The best option for usability and quick setup, especially for mid-market teams.
At a glance
| Freshservice | Grafana Incident | |
|---|---|---|
| Top 11 rank | #3 / The 11 Best ITSM Software Platforms (2026) | #9 / The 11 Best Incident Management Software Tools (2026) |
| Score (out of 9.4) | 8.9 | 7.5 |
| Best for | User-friendly SMB & mid-market | Native to Grafana observability |
| Pricing | $$ ($19 to $119 / agent / mo) | $$ ($20/user/mo + platform costs) |
| HQ | San Mateo, USA | New York, USA |
| Founded | 2010 | 2014 |
Freshservice
The best option for usability and quick setup, especially for mid-market teams.
www.freshworks.com/freshservice/See full entry in The 11 Best ITSM Software Platforms (2026)
Grafana Incident
The go-to choice for teams already using Grafana for dashboards and observability.
grafana.com/products/incident/See full entry in The 11 Best Incident Management Software Tools (2026)
Methodology and scoring weights live at /methodology. No vendor pays for placement — see about.