# Freshservice vs Opsgenie: which do AI models recommend for incidents, October 2026

IT AI Recommendation Index, October 2026 Edition, Incident management and on-call. Six of fourteen models named Freshservice first on the direct prompt; zero named Opsgenie. Page: https://it-ai-index.com/operations/incident-management-and-on-call/freshservice-vs-opsgenie/

| | First-choice share | Rank | Negative rate | Labels | Models naming it |
|---|---|---|---|---|---|
| Freshservice | 10% | #3 of 11 | 6% | 17 | 10 of 14 |
| Opsgenie | 7% | #6 of 11 | 72% | 50 | 14 of 14 |

## The direct prompt, model by model

- Claude Haiku 4.5: freshservice first (first choices: Freshservice) (alternatives: HaloITSM, Hyperping, ManageEngine ServiceDesk Plus, Rootly, Zenduty, ilert, incident.io)
- Perplexity Sonar: freshservice first (first choices: Freshservice) (alternatives: PagerDuty, Rootly, incident.io)
- Grok 4.1 Fast: freshservice first (first choices: Freshservice) (alternatives: InvGate Service Management, Jira Service Management, ManageEngine ServiceDesk Plus, PagerDuty, incident.io)
- Mistral Small: freshservice first (first choices: Freshservice, PagerDuty) (alternatives: ManageEngine ServiceDesk Plus)
- MiniMax M2.5: freshservice first (first choices: Freshservice, PagerDuty) (alternatives: Jira Service Management, incident.io)
- Muse Glimmer 30B: freshservice first (first choices: Freshservice) (alternatives: PagerDuty, Rootly, incident.io)
- Gemini 3.5 Flash: neither first, one named (first choices: incident.io) (alternatives: FireHydrant, Freshservice, Rootly)
- DeepSeek V4 Flash: neither first, one named (first choices: incident.io) (alternatives: Freshservice, Jira Service Management)
- Qwen 3.7 Flash: neither first, one named (first choices: PagerDuty) (alternatives: Datadog Incident Management, FireHydrant, Opsgenie)
- GPT-5.4 mini: neither named (first choices: incident.io) (alternatives: PagerDuty, Rootly)
- Llama 4 Maverick: neither named
- Kimi K2: neither named (first choices: incident.io) (alternatives: Squadcast)
- GLM 4.7 FlashX: neither named (first choices: Rootly, incident.io) (alternatives: Jira Service Management, PagerDuty)
- GPT-6 Luna: neither named (first choices: incident.io) (alternatives: PagerDuty, Rootly)

## What the models said about Freshservice

- "Very slow to deploy, highly complex, and intensely disliked by most modern software engineering/DevOps teams" (Gemini 3.5 Flash, comparative prompt, soft negative)

## What the models said about Opsgenie

- "Do not buy standalone Opsgenie right now unless you are fully committing to migrating to the broader, consolidated Jira Service Management (JSM) ecosystem." (Gemini 3.5 Flash, scale prompt, hard negative)
- "Opsgenie's wind-down reshaped the 2026 market, with end of support set for April 5, 2027, so organizations using that platform should plan a migration." (Claude Haiku 4.5, comparative prompt, hard negative)
- "Opsgenie is sunsetting: Atlassian stopped selling Opsgenie to new customers in June 2025, with end-of-support scheduled for April 2027." (Gemini 3.5 Flash, direct prompt, hard negative)
- "PagerDuty or Opsgenie are the top choices due to their flexibility, strong feature sets, and broad integrations" (Mistral Small, paraphrase prompt, first choice)
- "I'd recommend Opsgenie (now integrated into Atlassian Jira Service Management) as a strong starting point." (Grok 4.1 Fast, paraphrase prompt, first choice)
- "For a mid-sized B2B company, Opsgenie often offers the best balance of features and cost" (Claude Haiku 4.5, paraphrase prompt, first choice)

Share is the count of first choices across the direct, paraphrase, budget and scale prompts over all fourteen models, for a mid-market B2B company; rank is within the category. Comparisons are drawn for the top eight products in each category. Published under CC BY 4.0; the output is the models' output, and nothing here is a recommendation by the index.