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Freshservice
5
433
4
242
3
30
2
7
1
2
Based on GetApp‘s extensive, proprietary database of in-depth, verified user reviews
A complete IT service management (ITSM) tool for business
Table of Contents
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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: May 2026
Freshservice overview
Based on 714 verified user reviews
What is Freshservice?
Freshservice is a help desk tool offering key features such as ticket management, incident management, help desk management, service level agreement (SLA) management, and alerts/notifications, among others.
Who uses Freshservice?
By industry, Freshservice reviewers are most commonly professionals in information technology and services (19%). The most frequent use case cited is help desk (60% of reviewers).
What do users say about Freshservice pricing?
Reviewers appreciate Freshservice’s free tier and competitive pricing, and some users say they have reduced expenses by consolidating tools. However, some reviewers feel frustrated by tiered pricing and report escalating costs for larger organizations.
Starting price
per month
Pros & Cons
Workflow
Automation
Asset Management
Reporting
Customization and stability frustrations
Limited and rigid reporting
Freshservice’s user interface
Freshservice review summaries overview
To determine these pros and cons insights, we analyzed responses from
Overall rating
Value for money
4.4
Features
4.3
Ease of use
4.6
Customer support
4.6
Reviews sentiment
What do users say about Freshservice?
Users say Freshservice streamlines ticket management, team collaboration, and asset tracking with an intuitive interface and strong automation. They find it easy to customize workflows, manage support requests, and track performance, which improves efficiency and organization across IT and other departments. They appreciate the flexibility for different team sizes and needs, as well as responsive customer support.
Some report that advanced features, customization, and reporting can be limited or require higher-tier plans. They mention occasional bugs, interface quirks, and a learning curve for deeper setup. Pricing is seen as fair by many, but some feel essential features are locked behind premium tiers.
Select to learn more
Who uses Freshservice?
Based on 714 verified user reviews.
Company size
Midsize Businesses
Small Businesses
Enterprises
Top industries
Use cases
Freshservice's key features
Most critical features, based on insights from Freshservice users:
All Freshservice features
Features rating:
Freshservice alternatives
Freshservice
Starting from
19
/user
Per month
SysAid
Starting from
No pricing info
Zoho Desk
Starting from
9
/user
Per month
Freshdesk
Starting from
19
/user
Per month
Freshservice pricing
Pricing plans
Pricing details:
Enterprise
No pricing info
Features included:
- Sandbox
- Audit Logs
User opinions about Freshservice price and value
Value for money rating:
To see what individual users think of Freshservice's price and value, check out the review snippets below.
Lucas B.
IT Service Desk Analyst
Cameron T.
IT Service Desk Analyst
Freshservice integrations (54)
Integrations rated by users
We looked at 714 user reviews to identify which products are mentioned as Freshservice integrations and how users feel about them.
Integration rating: 4.3 (18)
“MS Teams am zentraler Punkt für Projekte, deren Planung und der Projektkommunikation”
Christoph D.
Head of Project Management Office
Integration rating: 4.7 (16)
“It automates our contact library”
Oscar B.
HR Specialist
Integration rating: 3.8 (15)
Integration rating: 4.5 (10)
Integration rating: 4.3 (10)
“Nahtlose Intergration in M365 inkl AD Anbindung”
Christoph D.
Head of Project Management Office
Integration rating: 4.9 (9)
“Use this to allow users to remotely access their workstations.”
Rich W.
Executive Director
Freshservice customer support
What do users say about Freshservice customer support?
Customer support rating:
We analyzed verified user reviews to identify positive and negative aspects of Freshservice customer support.
Widely noted by reviewers, Freshservice customer support is prompt, helpful, and resolves issues quickly.
A number of users appreciate the knowledgeable and friendly support team, available through multiple channels.
Many reviewers highlight that setup and integration assistance from support makes onboarding much easier.
A limited number of users report slow or inconsistent responses, especially for complex or unique issues.
Support options
Training options
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 can sometimes be slow or inconsistent when handling complex issues.”
Deste F.
IT HelpDesk
Freshservice FAQs
Freshservice has the following typical customers:
Large Enterprises, Small Business, Mid-size Business, Freelancers
These products have better value for money
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.
Q. Does Freshservice support mobile devices?
Freshservice supports the following devices:
iPad, iPhone, Android
Q. What level of support does Freshservice offer?
Freshservice offers the following support options:
Knowledge Base, Email/Help Desk, Chat, 24/7 (Live rep), FAQs/Forum, Phone Support
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