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Freshservice

4.5
(530)

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A complete IT service management (ITSM) tool for business

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(50)

Freshservice Pricing, Features, Reviews and Alternatives

Freshservice FAQs

Q. What type of pricing plans does Freshservice offer?

Freshservice has the following pricing plans:
Starting from: $29.00/month
Pricing model: Subscription
Free Trial: Available | (No Credit Card required)

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Q. Who are the typical users of Freshservice?

Freshservice has the following typical customers:
Large Enterprises, Mid Size Business, Non Profit, Public Administrations, Small Business

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Q. What languages does Freshservice support?

Freshservice supports the following languages:
Dutch, English, French, German, Italian, Polish, Portuguese, Russian, Spanish, Swedish

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Q. Does Freshservice support mobile devices?

Freshservice supports the following devices:
Android, iPad, iPhone

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Q. Does Freshservice offer an API?

Yes, Freshservice has an API available for use.

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Q. What other apps does Freshservice integrate with?

Freshservice integrates with the following applications:
Zight (formerly CloudApp), Rescue, Google Analytics 360, Dropbox Business, Jira, TeamViewer, Zapier, Pivotal Tracker, QuickBooks Online Advanced, DocuSign, Box, FreshBooks, Yammer, OpsGenie, WorkflowMax, Freshchat, Salesforce Sales Cloud, OneLogin, SugarCRM, Harvest, Slack, PagerDuty, Google Contacts, Microsoft 365, miniOrange, SurveyMonkey, Google Calendar

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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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Freshservice product overview

Price starts from

29

/user

Per month

What is Freshservice?

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.

Key benefits of using Freshservice

- Cloud based and ITIL Ready out of the box
- Refreshing user experience that is miles ahead of age-old service desks
- Built-in asset management capabilities to manage all kinds of digital assets
- Flexible Pricing Plans for all kinds of organizations

Typical customers

Freelancers
Small businesses
Mid size businesses
Large enterprises

Platforms supported

Web
Android
iPhone/iPad

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

Not sure about Freshservice? Compare it with a popular alternative

Starting from

29

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Per month

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Why am I seeing this?

Freshservice pricing information

Value for money

4.4

/5

530

Starting from

29

/user

Per month

Pricing options

Free plan
Subscription
Free trial
Pricing range

Value for money contenders

Freshservice features

Functionality

4.3

/5

530

Total features

136

21 categories

Most valued features by users

API
Reporting/Analytics
Third Party Integrations
Access Controls/Permissions
Activity Dashboard
Alerts/Notifications
Reporting & Statistics
Data Import/Export

Functionality contenders

Freshservice users reviews

Overall Rating

4.5

/5

530

Positive reviews

Rating breakdown
  • Value for money
  • Ease of use
  • Features
  • Customer support
  • Likelihood to recommend8.58/10
Rating distribution

5

4

3

2

1

314

183

25

7

1

Pros
I love the private note feature as well, we can suggest solutions to specialists working on solving an issue before it is escalated. Something else I liked about FS is their asset management utility.
The integration with email is good, and we really like the mobile app as it gives us a far better ability to respond when away from the desk than email alerts.
The interface is extremely user friendly, ticket management is far superior to the system we were previously using and the support has been fantastic so far.
Cons
I placed 2 trouble tickets and I had my account suspended because I apparently was harassing them.
Difficult to note any dislikes on the application. Any issues we have are being considered for future upgrades.
Lack of Flexibiity to link with other products such as JIRA for example.

Overall rating contenders

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Brad T.

Application Support Manager

Higher Education, 501-1,000 employees

Review source

Overall Rating

Great Overall SASS for IT

Reviewed 3 years ago

Transcript

Brad T.: Hi, I'm Brad. I'm the application support manager in higher education and I rate Freshservice...

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Bryan S.

501-1,000 employees

Used daily for 1-2 years

Review source

Overall Rating
  • Value for money
  • Ease of use
  • Features
  • Customer support
  • Likelihood to recommend10/10

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Great tool for tracking issues, managing assets, staying compliant

Reviewed 5 years ago

It allowed us to determine the number of IT staff needed to support a growing company. It also allowed us to track changes for SOC II compliance.

Pros

FreshService is a simple to use system that has allowed us to manage IT issues, assets, and changes within a quickly growing company. Prior to the implementation of FreshService we were unable to appropriately identify our staffing needs or areas of concern due to the lack of ability to track issues across the entire organization. With FreshService implemented we're now able to put metrics to the volume of support our team provides to the company. We're tracking assets across multiple states. And we're tracking changes within our environment for SOC II compliance.

Cons

I wish there were some built-in features which made viewing issues by Location easier. Currently, it appears that Locations can be linked to Requesters which implies issues by Location. However, it would be ideal to be able to quickly see and change the Location the issue is occurring. This would lead to reporting mechanisms that would allow us to see which Locations have the highest number of issues.

CM
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Chris M.

Civil Engineering, 201-500 employees

Used daily for 2+ years

Review source

Overall Rating
  • Value for money
  • Ease of use
  • Features
  • Customer support
  • Likelihood to recommend8/10

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Freshservice Review

Reviewed 4 months ago

We've been using Freshservice since 2020. It is our primary IT helpdesk ticketing system. Setup was fairly painless, and their support team has been great. We have developed HR/IT onboarding requests, though we'd like to see some more customization there. Asset Management was originally purchased, but we have since dropped it completely. The knowledge base will only be as good as you make it through content updates and documentation efforts.

Pros

Very easy to use and manage for IT admins, and very easy for staff to pick up and use. Lots of additional modules you can add into your console depending on the level of subscription. Highly customizable, though some frustrating restrictions show up from time to time. Support is pretty solid and quick to respond. Lots of free and paid add ons for quality of life improvements available. Active Directory integration works well, as does leveraging our SSO/MFA via Azure.

Cons

Some of the modules are pretty half-baked. On paper they look awesome, but in real world use, they are frustrating or unusable (Asset Management was a module that we dropped after a year and moved to a different platform)

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Hossam S.

Retail, 10,001+ employees

Used daily for 1-2 years

Review source

Overall Rating
  • Value for money
  • Ease of use
  • Features
  • Customer support
  • Likelihood to recommend3/10

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Hossam's Fresh Service Review

Reviewed 2 years ago

The overall experience is not that pleasant, it can perform the daily tasks, but not powerful & complicated to use, and doesn't have the customization features of creating our own dashboard in an easily manner.

Pros

We have been using fresh service for more than a year, it is ok as a ticketing system & perform the daily task

Cons

It is a complicated system compared to the other one we have been using, we had a problem generating the Team's ticketing report to do the yearly appraisal, so it has failed us in one of the most important yearly assessments, so it is either the Admin knowledge or the system has issues, but in both cases it is a bad experience, unlike other systems we were using

EK
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Eliane K.

Performing Arts, 1-10 employees

Used daily for 1-2 years

Review source

Overall Rating
  • Value for money
  • Ease of use
  • Features
  • Customer support
  • Likelihood to recommend9/10

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a powerful tool for efficient management of IT support

Reviewed 3 months ago

1-Users like Freshservice's ability to automate many tasks, which saves time and improves IT team productivity. They also like the advanced reporting and analytics capabilities, which allow them to track their help desk performance and make informed decisions to improve efficiency.2-However, some users have reported issues with cost overhead and limited customization, although this depends on the specific needs of each company. Overall, Freshservice is a reliable and popular solution for IT help desk management and is appreciated by many users.

Pros

1- Freshservice is highly regarded for its ease of use, user-friendly interface and ability to centrally manage support tickets, service requests and technical issues. It also offers features such as IT asset management, change management, issue management, and release management that help IT teams effectively manage their processes and workflows.2- Finally, Freshservice offers a full range of reporting and analytics capabilities, which allow IT teams to track their help desk performance and make informed decisions to improve efficiency.

Cons

1- Some critics point to the relatively high cost of Freshservice compared to other similar solutions on the market. Although Freshservice offers superior functionality, some users may find the prices prohibitive for their budget.2- Other criticisms include Freshservice's limited customization features. While the interface is easy to use, some users would like more flexibility to customize their work experience.3- some users have mentioned stability issues and slow response times for certain features. While these problems are rare, their team can affect IT productivity when they occur.

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David V.

Education Management, 201-500 employees

Used daily for 1-2 years

Review source

Overall Rating
  • Value for money
  • Ease of use
  • Features
  • Customer support
  • Likelihood to recommend9/10

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FreshService keeping ITSM fresh in modern systems

Reviewed 5 months ago

Over the course of a couple of years, we struggled to find the right ITSM solution that keeps it friendly for our end users to report issues while providing powerful tools for administrators to be ahead of the curve. FreshService brought a lot more than ITSM to the table. FreshService brings features for IT Operations, such as Service monitoring or alerts, to Asset management that integrates with our MDM solution—making the switch to FreshService has been easy, and adopting new best practices to provide an even better experience overall.

Pros

The biggest pro that FreshService brings to our organization is having a single pane of glass for all the information I need. From keeping track of incoming tickets into the system to monitoring important assets, FreshService has made it easy and simple to move into the product.

Cons

I feel that if I name any feature here that I don't like, the next month, they will have an update to make it better. That being said, because they are fast moving forward, that can interfere with workflows or automation you have in place since they introduce new ways to do "X Y Z," but it retires "A B C" in the process.

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