Resolve vs. Freshworks

Freddy AI is a surface-level assistant plagued by outages, usage limits, and weak automation. Resolve delivers always-on, enterprise-grade intelligence. Resolving requests end to end, scaling without penalties, and replacing handoffs with hands-free action.

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Freddy AI

Reliability & Performance

RITA delivers consistent, scalable, always-on service with no usage limits, outages, or response delays.

Unstable performance and capped usage. Freddy AI frequently breaks, stops responding, and limits sessions for enterprise users.

Automation Depth

Self-learning automation that resolves from end to end. RITA acts on tickets, runs workflows, and closes the loop without human intervention.

Settles for surface-level responses only. Suggests or creates tickets but relies on agents to finish the job.

Integration & Scale

500+ built-in integrations, Rest API, SSH, CLI, and SNMP compatibility. Seamlessly handling high-volume workflows without API limits.

Consistent integration and API friction.
Freddy has rate limits, timeout issues, and struggles with uncommon systems.

Customization Flexibility

No-code to full-code flexibility allows teams to tailor automations to any use case with zero degradation.

Limited customization and breaks down at scale or with messy data. Reliant on rigid, knowledge base–dependent flows.

Cost & ROI

Fixed, predictable pricing includes AI, automation, and orchestration in one platform with dashboards that prove value.

Charges extra for AI features, caps sessions, and offers weak ROI visibility.

Reliability & Performance

Resolve's AI-native agent, RITA, delivers consistent, scalable, always-on service with no usage limits, outages, or response delays.

Unstable performance and capped usage. Freddy AI frequently breaks, stops responding, and limits sessions for enterprise users.

Automation Depth

Resolve delivers self-learning automation that resolves from end to end. RITA acts on tickets, runs workflows, and closes the loop without human intervention.

Freddy AI settles for surface-level responses only. Suggests or creates tickets but relies on agents to finish the job.

Integration & Scale

Resolve is equipped with 500+ built-in integrations, Rest API, SSH, CLI, and SNMP compatibility. Seamlessly handling high-volume workflows without API limits.

Freshworks has consistent integration and API friction. Freddy has rate limits, timeout issues, and struggles with uncommon systems.

Customization Flexibility

Resolve has no-code to full-code flexibility allows teams to tailor automations to any use case with zero degradation.

Freddy offers limited customization and breaks down at scale or with messy data. Reliant on rigid, knowledge base–dependent flows.

Cost & ROI

Resolve offers fixed, predictable pricing includes AI, automation, and orchestration in one platform with dashboards that prove value.

Freshworks charges extra for Freddy AI features, caps sessions, and offers weak ROI visibility.

customer stories

Where the World's Best Run Without Tickets

$1.4M

Cost Savings Over 3 Years

Cost savings of $1.4 million over a three-year period and an 80 percent average reduction in mean time to resolution (MTTR) for high-severity incidents.

Read more about how this Fortune 500 financial company used Resolve to reduce MTTR from hours to minutes.

100k

Staff Hours Saved

100,000+ staff hours saved in less than 1 year, increased profitability and ROI, and a 15% revenue jump quarter over quarter.

Read more about how this South African Telco giant leveraged Resolve’s hyper-scalable automation to overhaul their network operations.

60%

Ticket Volume Reduction

$1 million saved annually, reduction in incident handling time by up to 50%, and reduction of incident volumes by up to 30%.

Read more about how a Swiss bank implemented a strategic vision to unite multiple IT functions and improve KPIs with Resolve.

$1.4M

Cost Savings Over 3 Years

Cost savings of $1.4 million over a three-year period and an 80 percent average reduction in mean time to resolution (MTTR) for high-severity incidents.

Read more about how this Fortune 500 financial company used Resolve to reduce MTTR from hours to minutes.

100k

Staff Hours Saved

100,000+ staff hours saved in less than 1 year, increased profitability and ROI, and a 15% revenue jump quarter over quarter.

Read more about how this South African Telco giant leveraged Resolve’s hyper-scalable automation to overhaul their network operations.

60%

Ticket Volume Reduction

$1 million saved annually, reduction in incident handling time by up to 50%, and reduction of incident volumes by up to 30%.

Read more about how a Swiss bank implemented a strategic vision to unite multiple IT functions and improve KPIs with Resolve.

Read More Stories

Enterprise Automation Without Tradeoffs

Feature
Stability

A stable roadmap ensures capabilities grow without disruption, while Freshservice frustrates customers with sudden feature removals and tier shifts.

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Advanced Analytics

Resolve provides real-time dashboards and context-aware reporting that connect automation to business outcomes, far beyond Freshservice’s limited static metrics.

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Scale Without Any Limits

Cloud-native architecture scales across global, complex environments, where Freshservice struggles with asset discovery and enterprise governance.

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Modern User Experience

Resolve offers mobile-first, chat-native access and intuitive workflow design, while Freshservice customers cite rigid interfaces and a limited mobile application.

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Feature Stability

A stable roadmap ensures capabilities grow without disruption, while Freshservice frustrates customers with sudden feature removals and tier shifts.

Learn More

Advanced Analytics

Resolve provides real-time dashboards and context-aware reporting that connect automation to business outcomes, far beyond Freshservice’s limited static metrics.

Learn More

Scale Without Any Limits

Cloud-native architecture scales across global, complex environments, where Freshservice struggles with asset discovery and enterprise governance.

Learn More

Modern User Experience

Resolve offers mobile-first, chat-native access and intuitive workflow design, while Freshservice customers cite rigid interfaces and a limited mobile application.

Learn More
recognition

Resolve Named Only Visionary in the 2025 Gartner® Magic Quadrant™ for Service Orchestration and Automation Platforms (SOAP)

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Begin Your Journey Towards Zero Ticket™ IT

Accelerate transformation with automation and orchestration that eliminates noise, reduces resolution times over 70%, and empowers IT to operate as a proactive, high-impact force aligned to business outcomes—not buried in tickets.

TESTIMONIALS
“Resolve has become our go-to Swiss Army knife. It really helps deliver a 360 view of our customer.”
Andre Foster
Vice President of Enterprise IT, Cable & Wireless
“With Resolve, we’ve realized annual savings of $1.25M—about $3,000 per day.”
Representative, Virgin Media
“Automation is addictive. Once you have successfully automated one process, you start to look for other opportunities. Freeing up our time allows us to think outside the box and grow the business without adding staff.”
Bob Bruce
Senior Product Manager, Syniverse
“Resolve is a big part of the effort to consolidate our call centers into one single location which will service the entire region. From that perspective, Resolve is key to the success of our consolidation initiative.”
Andre Foster
Vice President of Enterprise IT, Cable & Wireless
“Now, [with Resolve], we’re able to do more follow-ups and troubleshoot issues that come up. This leads to greater efficiency and the opportunity to create additional automations.”
Bob Bruce
Senior Product Manager, Syniverse
“With Resolve, we’re now able to greatly reduce technician time per ticket, reduce customer call times, and lower MTTI & MTTR.”
Greg Hadlock
Vice President of the Network Control Center, Zayo
"We work in a competitive industry. We need to provide this service quickly to meet our customers' expectations and to maintain our margins."
Bob Bruce
Senior Product Manager, Syniverse
"Resolve is the only vendor I have worked with focused on change management. Their Employee Adoption Program armed us with deliverables that were customized for our six divisions, ensuring high engagement levels."
Peter McGarahan
Sr. Director IT, First American Title

The IT Automation Partner of Choice for Global Enterprises

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