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Freshservice

A complete IT service management (ITSM) tool for business

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Table of Contents

Is this product right for your business?

Find out with a

Freshservice - 2026 Pricing, Features, Reviews & Alternatives

All user reviews are verified by in-house moderators and provider data by our software research team. Learn more

Last updated: April 2026

Freshservice overview

Based on 689 verified user reviews

What is Freshservice?

Freshservice is a help desk solution with key features that include ticket management, and more.

Who uses Freshservice?

By industry, Freshservice reviewers are most commonly professionals in information technology and services (20%). The most frequent use case for Freshservice cited by reviewers is help desk (58% of reviewers).

What do users say about Freshservice pricing?

Reviewers appreciate the generous free tier and competitive pricing, which they say make Freshservice attractive for small businesses. However, some users report that tiered pricing and limited features in lower plans can lead to rising costs and confusion.

Starting price

19per user /
per month

view pricing plans

try for free

Pros & Cons

Workflow

Automation

Asset Management

Reporting

Limited and rigid reporting

Persistent functional quirks

Freshservice’s user interface

Ease of use rating:

4.5

(689)

Freshservice pros, cons and reviews insights

To determine these pros and cons insights, we analyzed responses from

Overall rating

Reviews sentiment

1-2(9)

3-4(264)

5(416)

What do users say about Freshservice?

Freshservice is a help desk solution with key features that include ticket management, and more.

Select to learn more

Who uses Freshservice?

Based on 689 verified user reviews.

Company size

Midsize Businesses

Small Businesses

Enterprises

Top industries

Information Technology and Services

Health, Wellness and Fitness

Information Services

Construction

Others

Use cases

Help Desk

IT Ticketing Systems

IT Management

IT Asset Management

Knowledge Base

Freshservice's key features

Most critical features, based on insights from Freshservice users:

Support ticket management

4.7

(85)

Service level agreement (sla) management

4.6

(66)

Self service portal

4.5

(85)

Real-Time notifications

4.5

(22)

IT asset management

4.0

(22)

Change management

4.1

(12)

Prioritization

4.2

(32)

Reporting & statistics

3.9

(13)

Mobile access

4.2

(20)

Problem management

4.2

(11)

All Freshservice features

Features rating:

4.3

(689)

Access controls/permissions

4.3

(79)

Active directory integration

(0)

Activity dashboard

(0)

Activity tracking

4.1

(9)

AI copilot

4.2

(6)

AI summarization

3.0

(2)

Alerts/Escalation

4.2

(41)

Alerts/Notifications

4.3

(74)

Analytics

4.4

(5)

API

4.3

(21)

Approval process control

(0)

Approval workflow

(0)

Asset Discovery

(0)

Asset lifecycle management

(0)

Asset tracking

4.0

(21)

Assignment management

5.0

(1)

Audit management

(0)

Audit trail

3.6

(7)

Automated discovery

(0)

Automated responses

4.7

(7)

Automated routing

4.4

(11)

Barcode/Ticket scanning

(0)

Billing & invoicing

5.0

(2)

Budget tracking

(0)

Build automation

(0)

Business impact analysis

(0)

Buy side (suppliers)

(0)

Calendar management

(0)

Canned responses

(0)

Case management

(0)

Catalog management

3.0

(3)

Change management

4.1

(12)

Change planning

(0)

Change tracking

(0)

Chatbot

4.0

(1)

Chat/Messaging

(0)

Client portal

(0)

CMDB

(0)

Collaboration tools

3.3

(8)

Commenting/Notes

(0)

Completion tracking

5.0

(1)

Compliance management

3.8

(10)

Compliance tracking

(0)

Configurable workflow

4.5

(2)

Configuration management

3.6

(5)

Content management

3.8

(18)

Contract drafting

3.4

(7)

Contract/License management

4.5

(2)

Corrective and preventive actions (capa)

(0)

Cost tracking

(0)

CRM

5.0

(1)

Customer complaint tracking

(0)

Customizable branding

4.6

(9)

Customizable fields

4.0

(29)

Customizable forms

(0)

Customizable reports

(0)

Customizable templates

4.5

(11)

Dashboard

4.3

(4)

Data import/export

4.0

(2)

Data visualization

(0)

Device auto discovery

(0)

Disaster recovery

3.0

(3)

Documentation management

(0)

Document automation

(0)

Document management

4.2

(17)

Document storage

3.9

(17)

Drag & drop

5.0

(1)

Drag & drop editor

(0)

Electronic signature

3.9

(8)

Email alerts

(0)

Email management

4.3

(37)

Email templates

(0)

Employee onboarding

(0)

Event logs

(0)

Feedback management

(0)

File sharing

(0)

Forecasting

(0)

For it project management

(0)

Forms management

(0)

Full text search

4.0

(4)

Help desk management

4.6

(56)

HR management

(0)

Incident management

4.6

(67)

Incident reporting

4.0

(21)

Incident response checklists

(0)

Inventory auditing

(0)

Inventory management

4.1

(35)

Inventory optimization

4.0

(1)

Inventory tracking

(0)

Investigation management

5.0

(1)

Issue auditing

3.0

(1)

Issue management

4.0

(1)

Issue scheduling

(0)

Issue tracking

(0)

IT asset management

4.0

(22)

IT asset tracking

4.0

(1)

IT incident management

(0)

IT reporting

4.5

(2)

Knowledge base management

4.3

(60)

Knowledge library

(0)

Knowledge management

4.0

(6)

License inventory

(0)

License management

4.5

(2)

License tracking

(0)

Live chat

5.0

(1)

Maintenance management

(0)

Maintenance scheduling

4.0

(2)

Mobile access

4.2

(20)

Mobile alerts

(0)

Mobile app

(0)

Monitoring

(0)

Multi-Channel communication

4.2

(10)

Multi-Channel management

(0)

Multi-Language

(0)

Multi-Location

(0)

Multiple user accounts

(0)

Onboarding

(0)

On call scheduling

(0)

Order management

(0)

Password management

(0)

Patch management

4.0

(20)

Percent-Complete tracking

(0)

Performance metrics

(0)

Performance monitoring

(0)

Policy management

(0)

Pre-built templates

(0)

Prioritization

4.2

(32)

Problem management

4.2

(11)

Process/Workflow automation

(0)

Procurement management

(0)

Product identification

4.2

(5)

Project management

(0)

Project tracking

(0)

Purchase order management

(0)

Real-Time chat

4.3

(9)

Real-Time data

(0)

Real-Time monitoring

4.4

(26)

Real-Time notifications

4.5

(22)

Real-Time updates

(0)

Recurring issues

(0)

Relationship mapping

(0)

Release management

(0)

Remote access/control

4.0

(1)

Remote monitoring & management

4.0

(2)

Remote update/installation

(0)

Renewal management

4.0

(2)

Reporting/Analytics

4.2

(49)

Reporting & statistics

3.9

(13)

Request Assignment

(0)

Requirements management

(0)

Requisition management

(0)

Resource management

(0)

Risk analysis

(0)

Risk assessment

4.0

(1)

Role-Based permissions

(0)

Routing

(0)

Rules-Based workflow

5.0

(1)

Scheduled/Automated reports

(0)

Scheduling

(0)

4.0

(1)

Search/Filter

4.5

(2)

Secure data storage

(0)

Security tools

(0)

Self service portal

4.5

(85)

Sell side (customers)

(0)

Service catalog

4.0

(2)

Service level agreement (sla) management

4.6

(66)

Service Reporting

(0)

Service request management

(0)

Single sign on

4.8

(6)

SSL security

(0)

Status tracking

4.6

(10)

Summary Reports

(0)

Supplier management

4.0

(2)

Support ticket management

4.7

(85)

Support ticket tracking

4.6

(36)

Survey/Poll management

5.0

(2)

Surveys & feedback

4.3

(3)

Tagging

(0)

Task management

4.3

(66)

Freshservice alternatives

Freshservice

4.5

(689)

visit website

Starting from

/user

Per month

Free trial

Free version

Ease of Use

4.6

Features

4.3

Value for Money

4.4

Customer Support

4.6

Zendesk Suite

4.4

(4K)

visit website

Starting from

/user

Per month

Free trial

Free version

Ease of Use

4.3

Features

4.4

Value for Money

4.2

Customer Support

4.3

Freshdesk

4.5

(3.4K)

visit website

Starting from

/user

Per month

Free trial

Free version

Ease of Use

4.5

Features

4.3

Value for Money

4.4

Customer Support

4.5

Milvus

4.8

(298)

learn more

Starting from

/user

Per month

Free trial

Free version

Ease of Use

4.8

Features

4.7

Value for Money

4.7

Customer Support

4.7

Freshservice pricing

Value for money rating:

4.4

Pricing plans

Pricing details:

Free plan

Free trial

Subscription

Starter

/user

Per month

Features included:

Omnichannel support
Incident Management
1000 Orchestration Transactions/Mo./Account
Analytics Starter
Custom SSL
Knowledge Base
Marketplace Apps
Mobile Apps
Multiple Portal Languages
Orchestration
Self Service Portal
Workflow Automator
Access Controls
Workspaces

Growth

/user

Per month

Features included:

2000 Orchestration Transactions/Mo./Account
Approval Workflows
Asset Management - 100 Free Assets
Business Hours
Business Rules
Employee Onboarding
MSP Mode
Portal Customization
Purchase Order Management
Service Catalog
Multiple SLAs
Cloud Management
On-call Management

Pro

/user

Per month

Features included:

Incident Management
Problem Management
Change Management
Knowledge Base
Service Catalog
Support portal
Omnichannel
Multiple SLAs
Project Management
Release Management
Workflow Automator
5000 Orchestration Transactions/Mo./Account
Access Controls Pro
IP Range Restrictions
Analytics Pro
Team Dashboards
Contract Management
Software License Management
Alert Management
Service Health Monitoring
SaaS Management (add-on)

Enterprise

No pricing info

Features included:

Sandbox
Audit Logs

User opinions about Freshservice price and value

Value for money rating:

4.4

(689)

To see what individual users think of Freshservice's price and value, check out the review snippets below.

“The thing I liked least about Freshservice is that some of the more advanced features—especially around automation, asset discovery, and customization—can feel a bit limited unless you move up to higher‑tier plans, which makes it harder for smaller teams to fully leverage the platform.”

Lucas B.

IT Service Desk Analyst

“Fresh Service has been a great IT Service management tool for our organisation, as it gives our users a centralised location to report problems to via our own intranet portal, meaning they can report issues effectively and securely which allows us to monitor problems and respond to incidents easier.”

Cameron T.

IT Service Desk Analyst

Freshservice integrations (54)

Integrations rated by users

We looked at 689 user reviews to identify which products are mentioned as Freshservice integrations and how users feel about them.

Microsoft Teams

Integration rating: 4.3 (15)

Microsoft Azure

Integration rating: 4.7 (14)

Jira

Integration rating: 3.6 (13)

Microsoft 365

Integration rating: 4.3 (10)

TeamViewer ONE

Integration rating: 4.9 (9)

Microsoft Entra ID

Integration rating: 4.3 (8)

Freshservice customer support

What do users say about Freshservice customer support?

Customer support rating:

4.6

We analyzed verified user reviews to identify positive and negative aspects of Freshservice customer support.

A significant portion of users highlight Freshservice's fast, responsive, and knowledgeable customer support team.

Multiple users appreciate that support is helpful during setup and integration, even for non-paying customers.

A fair number of users mention that issues are resolved efficiently via chat or web IM, making the process hassle-free.

A minority of users report slow response times and unresolved or misunderstood issues, especially with complex requests.

Support options

Knowledge base

Email/help desk

Chat

24/7 (live rep)

Faqs/forum

Phone support

Training options

Webinars

In person

Documentation

Live online

Videos

To see what individual users say about Freshservice's customer support, check out the review snippets below.

“Freshservice has excellent customer support and they respond to issues/queries immediately.”

Navaneeth G.

Associate Manager - IT

“Customer support is helpful but can sometimes take time to resolve more technical or edge-case issues, which can be challenging when you’re the only one managing the system.”

Praphul K.

Tech lead sr System Admin

“Support could really do with arranging time to speak to you instead of email tennis, support can be slow but some agents are stella!”

Paul T.

Lean System Analyst

Freshservice FAQs

Q. What is Freshservice used for?

Freshservice is a cloud-based service desk and IT service management (ITSM) solution that currently serves more than 10000 SMB, mid-market, and enterprise customers worldwide. Freshservice is designed, using ITIL best practice, to help IT organizations to focus on what’s most important – exceptional service delivery and customer satisfaction. In addition to supporting their service desk and ITSM needs, these customers choose Freshservice based on ease to use, speed of setup, customer service, and affordability. Freshservice has an intuitive UI, is effortlessly configurable and customisable to meet customers’ exact requirements, and is easily integrated with other business and IT systems. Native integrations with a number of popular cloud services such as Google Apps, Dropbox, AWS, and Bomgar also speed up deployment and reach. Freshservice is part of the Freshworks product family, whose flagship product is the leading customer support solution Freshdesk – with more than 100000 customers worldwide, including Cisco, Honda, 3M, The Atlantic, and QuizUp.

These products have better value for money