tech from europe
vsFreshdesk

HaloITSM vs Freshdesk

Last updated October 2026

Looking for a European alternative to Freshdesk? Here's how HaloITSM compares, on EU hosting, GDPR and what it does.

Our pick for a European buyer: HaloITSM. We weight data residency, GDPR and EU jurisdiction above everything else — that is the constraint this directory exists to solve.

HaloITSM
Freshdesk
What it is
All-in-one ITSM with AI triage and EU data centres
Cloud-based help desk software for customer support ticketing.
Headquarters
🇬🇧 GB
🇺🇸 US · 2010
EU data residency
Yes, for all customers
Available on some plansEU/EEA data residency is available but depends on the plan.
DSGVO / GDPR
Yes
Yes
Certifications
ISO 27001, SOC 2 Type II, Cyber Essentials, Cyber Essentials Plus
ISO/IEC 27001:2022, ISO/IEC 27701:2019, SOC 3, SOC 2 Type II, SOC 1
Price from
No
$19/mo
Free plan
No
No
Open Source
No
No
Ratings
G2 4.8/5 (22) · CAPTERRA 4.7/5 (44)
CAPTERRA 4.5/5 (3,471)
Integrations
Azure Active Directory, Okta, Aquera, Slack, 3CX +12
Slack, Shopify, HubSpot, Gmail, Adobe Commerce

Where each one wins

HaloITSM

Strengths

  • +Highly configurable fields, workflows, SLAs and dashboards
  • +Clean, intuitive interface for agents and end users
  • +Strong ticket, request, change and SLA management
  • +Asset tracking and cross-department use cases
  • +Responsive vendor support and account management
  • +Straightforward integrations with Teams, Power Automate, AD and SCCM
  • +Value for money

Limitations

  • −Steep setup and admin learning curve
  • −Documentation and training gaps for advanced features
  • −Custom reporting often requires SQL knowledge

Freshdesk

Strengths

  • +Intuitive interface for support teams
  • +Strong automation and AI features
  • +Wide range of integrations

Limitations

  • −Steep learning curve for advanced features
  • −Pricing can become expensive for larger teams
  • −Limited customization in lower-tier plans

Data residency & compliance

HaloITSM
Freshdesk
EU data residency
Yes, for all customers
Available on some plansEU/EEA data residency is available but depends on the plan.
Transfer mechanism
Not required — data stays in the EU
Standard Contractual Clauses
DPA
Published →
Published →
Sub-processors
not established
Listed →
Certifications
ISO 27001, SOC 2 Type II, Cyber Essentials, Cyber Essentials Plus
ISO/IEC 27001:2022, ISO/IEC 27701:2019, SOC 3, SOC 2 Type II, SOC 1

Pricing

HaloITSM

No published pricing we could verify.

Pricing is per agent, billed monthly or annually. Contact Halo for a quote.

Freshdesk

  • Growth $19 per agent/month (billed annually)Ticketing across channels · Basic automation · Help desk reports
  • Pro $55 per agent/month (billed annually)AI-assisted routing · Custom roles · Advanced analytics
  • Enterprise $89 per agent/month (billed annually)Sandbox environment · Audit logs · Custom SLA policies
  • Freshdesk Omni Growth $29 per agent/month (billed annually)Omnichannel support · AI-powered chatbots · Unified agent workspace
  • Freshdesk Omni Pro $79 per agent/month (billed annually)Advanced automation · Custom reports · Team collaboration tools
  • Freshdesk Omni Enterprise $119 per agent/month (billed annually)Enterprise-grade security · Advanced analytics · Dedicated account manager

Free plan available for up to 2 agents for 6 months; 14-day trial for new accounts. Monthly billing prices not published in the supplied sources.

Features

HaloITSM

Core ITSM
Incident management, Service request management, Problem management, Change management (standard, normal, emergency)
Knowledge and self-service
Knowledge management, Self-service portal, Service catalog
Assets and configuration
Asset management, CMDB, Links between configuration items, services, incidents, and problems
Service levels and reporting
SLA/service-level management, Reporting
Automation and AI
Workflow automation, Emotion AI, Virtual Agent

Freshdesk

Ticketing and channels
Multi-channel ticket management, Collision detection, SLA management, Ticket assignment and routing
AI and automation
Freddy AI Agent and Copilot, AI-assisted routing, Workflow automations
Self-service and collaboration
Customer knowledge base, Internal knowledge base, Multilingual help desk
Analytics
Help desk reports, Dashboards, Scheduled data exports
Administration and security
Roles and permissions, Audit logs, Sandbox environment
See HaloITSM →More Freshdesk alternatives