# Freshservice vs Rootly: 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; one named Rootly. Page: https://it-ai-index.com/operations/incident-management-and-on-call/freshservice-vs-rootly/

| | First-choice share | Rank | Negative rate | Labels | Models naming it |
|---|---|---|---|---|---|
| Freshservice | 10% | #3 of 11 | 6% | 17 | 10 of 14 |
| Rootly | 5% | #7 of 11 | 3% | 33 | 12 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)
- GLM 4.7 FlashX: rootly first (first choices: Rootly, incident.io) (alternatives: Jira Service Management, PagerDuty)
- GPT-5.4 mini: neither first, one named (first choices: incident.io) (alternatives: PagerDuty, Rootly)
- 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)
- GPT-6 Luna: neither first, one named (first choices: incident.io) (alternatives: PagerDuty, Rootly)
- Llama 4 Maverick: neither named
- Qwen 3.7 Flash: neither named (first choices: PagerDuty) (alternatives: Datadog Incident Management, FireHydrant, Opsgenie)
- Kimi K2: neither named (first choices: incident.io) (alternatives: Squadcast)

## 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 Rootly

- "some vendors (like Rootly) have separate pricing for on-call, AI, and status pages that can balloon your bill" (DeepSeek V4 Flash, scale prompt, soft negative)
- "The Best All-Around Alternative: Rootly ... Choose Rootly if you want to improve your incident response processes and save money simultaneously." (Qwen 3.7 Flash, paraphrase prompt, first choice)
- "Actively consider instead: For modern teams, look at incident.io, Rootly, FireHydrant" (DeepSeek V4 Flash, negative prompt, first choice)
- "Consider modern, Slack-native platforms like incident.io, Rootly" (Gemini 3.5 Flash, negative 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.