FreshService vs CustomGPT: Which Should You Choose in 2026?
Choosing between FreshService and CustomGPT comes down to understanding what each tool does best. This comparison breaks down the key differences so you can make an informed decision based on your specific needs, not marketing claims.
Short on time? Here's the quick answer
We've tested both tools. Here's who should pick what:
FreshService
AI-powered ITSM platform for simple, scalable IT service and business team collaboration.
Best for you if:
- • You want the higher-rated option (8.1/10 vs 7.4/10)
- • You want to try before committing
- • You need help desk features specifically
- • Cloud-based IT service management (ITSM) platform by Freshworks
- • ITIL-ready with incident, problem, change, and asset management
CustomGPT
Enterprise AI chatbots powered by your business data
Best for you if:
- • You need ai agents features specifically
- • Enterprise-grade security and compliance
- • No-code chatbot builder
| At a Glance |  CustomGPT | |
|---|---|---|
Price | Free + Paid | Paid |
Best For | Help Desk | AI Agents |
Rating | 81/100 | 74/100 |
| Feature | FreshService | CustomGPT |
|---|---|---|
| Pricing Model | Freemium | Paid |
| Editorial Score | 81 | 74 |
| Community Rating | No ratings yet | No ratings yet |
| Total Reviews | 0 | 0 |
| Community Upvotes | 0 | 0 |
| Categories | Help DeskAI for Customer Service | AI AgentsAI for Customer Service |
Understanding the Differences
Both FreshService and CustomGPT solve similar problems, but they approach them differently.FreshService positions itself as "ai-powered itsm platform for simple, scalable it service and business team collaboration." while CustomGPTfocuses on "enterprise ai chatbots powered by your business data". These differences matter depending on what you're trying to accomplish.
When to Choose FreshService
FreshService makes sense if you're looking for a budget-friendly option with a free tier solution. With a score of 81/100, it's our top pick in this comparison.
When to Choose CustomGPT
CustomGPT is worth considering if you need a professional-grade tool.
Who Should Use What?
Bootstrapped or small team?
When every dollar counts, FreshService lets you get started without pulling out your credit card.
We'd pick: FreshService
Growing fast?
Your team doubled last quarter and you need tools that won't break when you add 50 more people. FreshService handles scale better in our testing.
We'd pick: FreshService
Enterprise with complex needs?
You need SSO, compliance certifications, and a support team that picks up the phone. CustomGPT takes enterprise seriously.
We'd pick: CustomGPT
Still not sure? Answer these 3 questions
How much can you spend?
Tight budget? Start free with FreshService, upgrade when you're ready.
Do you care what other users think?
Both have similar review counts. Read a few before you commit.
Expert opinion or crowd wisdom?
Our team rated FreshService higher (81/100). But the community has upvoted CustomGPT more (0 votes). Pick your source of truth.
Key Takeaways
What FreshService Does Better
- Higher overall score (81/100)
- Our recommendation for most use cases
Consider CustomGPT If
- Its specific features better match your workflow
- You prefer its interface or design approach
The Bottom Line
If we had to pick one, we'd go with FreshService (81/100). But the honest answer is that "better" depends on your situation. FreshService scores higher in our analysis, but CustomGPT might be the right choice if its specific strengths align with what you need most. Take advantage of free trials to test both before committing.
Frequently Asked Questions
Is FreshService or CustomGPT better?
Based on our analysis, FreshService scores higher with 81/100. FreshService isfreemium while CustomGPT is paid. The best choice depends on your specific needs and budget. We recommend testing both with free trials if available.
Can I switch from FreshService to CustomGPT easily?
Migration difficulty varies. Check if both tools support data export/import in compatible formats. Some tools offer migration assistance or have integration partners who can help with the transition.
Do FreshService and CustomGPT offer free trials?
Most software in this category offers free trials or free tiers. FreshService is freemium with a free tier.CustomGPT is paid with potential trial. Visit their websites for current trial offers.