xMatters vs. Freshservice
A side-by-side comparison based on G2 review data.
| Metric | xMatters | Freshservice |
|---|---|---|
| Overall rating | 4.5 | 4.6 |
| Review count | 801 | 1,366 |
| Ease of use | 9.0 | 9.3 |
| Ease of setup | 9.0 | 9.0 |
| Quality of support | 9.2 | 9.1 |
| Meets requirements | 9.3 | 9.0 |
| NPS | 71.611253 | 75.644917 |
| Small Business | 15.3% | 18.0% |
| Mid-Market | 27.1% | 60.9% |
| Enterprise | 57.6% | 21.1% |
| Total page views | 2,216 | 3,143 |
| Total LLM citations | 5,125 | 28,238 |
xMatters
xMatters end-to-end incident management platform automates each step of the incident lifecycle—from event to resolution—reducing the frequency, duration, and cost of critical service disruptions. xMatters Purpose-built AI significantly slashes resolution times with seamless integration across any DevOps or ITSM toolchain, ensuring every team has the necessary context to avert disruptions before they occur. We partner with our customers to create workflows that lower MTTA/MTTR, increase customer and employee satisfaction, and improve compliance and reporting.
- Alerting System
- Ease of Use
- Alert Management
- Automation
- Notifications
- Integrations
Freshservice
Freshservice by Freshworks is an AI-powered, unified service operations platform built for agile enterprises that need to move fast without sacrificing control. Freshworks is named a Leader in the 2026 Gartner® Magic Quadrant™ for IT Service Management Platforms, recognition we believe reflects our strategic platform investments, product enhancements shaped by customer feedback, and strong visibility among ITSM buyers.
- Ease of Use
- Features
- Automation
- Ticketing System
- Ticket Management
- User Interface