Resolve vs. Freshworks

Freddy AI meters every interaction. Caps autonomy at 1,200 sessions a year. Bills the overflow at rates you find out later. RITA runs always on, resolves end to end, and scales without a meter.

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Always On Resolution. No Session Caps.

Freddy AI

Reliability & Performance

Always on. No session ceiling, no rate gate, no daily reset. Capacity scales with demand.

56 outages since January 2025. A six-hour US degradation in June 2026. Stalls when volume spikes.

Automation Depth

Trigger from humans, system, and tools. Acts on the ticket, runs the workflow, and closes the loop. No human in the path.

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

Integration & Scale

500+ native integrations. No-code build custom integrations to anything. No account-wide call ceiling.

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

Customization Flexibility

No-code to full-code, all under one canvas. Holds up against any messy data.

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

Cost & ROI

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

Autonomy is Enterprise-only. Sessions metered, with overages undisclosed. $250 per 1,000 orchestration runs. $75 per 500 assets. Customers report aset repricing added five figures.

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.

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

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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.

Industry Recognition

Industry Recognition for Enterprise IT Automation

Resolve is recognized by leading analyst firms for its approach to service orchestration, automation, and ITSM platform innovation.

Gartner

Representative Vendor

2026 Gartner® Market Guide for Infrastructure Automation and Orchestration Tools

Forrester

Recognized Vendor

The Infrastructure Automation Platforms Landscape, Q2 2026

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Everest Group

Major Contender

2026 IT Service Management (ITSM) Platform PEAK Matrix® Assessment

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Gartner

Visionary

2025 Gartner® Magic Quadrant™ for Service Orchestration and Automation Platforms (SOAP)

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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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