Comparison Guide
Aerie vs Freshservice
Freshservice brings ITSM to the cloud cleanly. But ITSM is enterprise IT, not MSP operations. Aerie is what MSPs actually do.
Built for enterprise IT department — not MSP operations
No RMM, so monitoring and automation are separate concerns
No CRM or revenue pipeline management
Missing PSA depth — contract and billing automation limited
Why MSPs Are Switching from Freshservice
Freshservice
Built for enterprise IT department — not MSP operations
No RMM, so monitoring and automation are separate concerns
No CRM or revenue pipeline management
Missing PSA depth — contract and billing automation limited
Aerie OS
Built specifically for MSP workflows and multi-tenant management
RMM agent monitors while PSA automates — unified operations
Full CRM with contract lifecycle and quote-to-cash
UK-hosted with compliance automation for MSP clients
Freshservice vs Aerie OS: Feature Comparison
| Feature | Freshservice | Aerie OS |
|---|---|---|
| Use Case | Enterprise IT operations | MSP-specific workflows |
| RMM | Integration only | Built-in with unified agent |
| CRM | Not included | Full pipeline CRM |
| Contract Automation | Basic | Full lifecycle + renewal alerts |
| Multi-Tenancy | Single-tenant focus | Native multi-tenant by design |
| Compliance | Compliance tracking | Compliance automation + enforcement |
The Verdict: Freshservice or Aerie OS?
"Freshservice is an excellent ITSM platform. But ITSM is about serving one organisation well. MSPs serve many. Aerie is built for the many."
Join the WaitlistBe first in line when we launch.
Freshservice vs Aerie OS: FAQ
Can I use Freshservice to run an MSP?
Technically, yes. But you'd need to add Freshservice + RMM tool + CRM + billing system. Most MSPs find the workflow friction high because Freshservice prioritises enterprise IT tickets over MSP operations.
What's missing from Freshservice for MSPs?
Multi-client contract management, automated compliance updates, integrated RMM with ticket correlation, and CRM pipeline tracking. All require separate tools or manual workarounds.
Can Freshservice automate RMM actions like Aerie?
Freshservice can trigger workflows on alerts. But since RMM is separate, the workflow must API out to your RMM tool. Aerie's RMM is native, so workflows act directly on endpoints — faster and simpler.
How does Freshservice pricing compare to Aerie?
Freshservice charges per agent per product. Adding RMM and other tools typically costs £10,000–14,000/month for a 30-tech MSP. Aerie's per-technician model is typically £8,000–10,000 all-in.
Is Freshservice suitable for UK MSPs?
Freshservice can host in the EU. But it's not optimised for MSP workflows. Aerie is built in the UK, hosted in the UK, and designed for UK compliance requirements (GDPR, DPA 2018).