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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: August 2026

Freshservice overview

Based on 794 verified user reviews

What is Freshservice?

Freshservice is a help desk program with key features that include ticket management, incident management, a self-service portal, help desk management, and service level agreement (SLA) management, and more.

Who uses Freshservice?

By industry, Freshservice reviewers are most commonly professionals in information technology and services (18%). The most frequent use case for Freshservice cited by reviewers is help desk (59% of reviewers).

What do users say about Freshservice pricing?

Most reviewers indicate that Freshservice delivers strong value for money, especially for SMBs, and they appreciate the generous free tier and flexible pricing. However, some users report frustration with tiered pricing and rising costs for advanced features.

Starting price

19per user /
per month

view pricing plans

try for free

Pros & Cons

Automation

Workflow

Project Management

Persistent bugs and limited customization

Restrictive and basic reporting tools

Freshservice’s user interface

Ease of use rating:

4.6

(794)

Freshservice reviews

Overall rating

4.6

794

Positive reviews

Rating breakdown

Value for money
Ease of use
Features
Customer support
Likelihood to recommend0.84/10

Rating distribution

492

261

Pros

“The biggest value for us has been the flexibility of the ticketing system, the reporting capabilities, and the ability to centralize multiple operational functions into one platform.”

Erin G.

Director of IT

“It provides a solid set of features that support IT service management and helps streamline operations. While there is still room to improve our understanding of all its capabilities, it has been an effective tool in supporting our day-to-day processes”

Marcela N.

Service Analatycx

“We use Freshservice not only for incident and service request management but also for workflow automation and integrations with Active Directory and other internal systems.”

Denis B.

IT Service Manager

Cons

“We’ve also experienced issues with integrations and workflows, including Slack form auto-fill problems, limited SLA dashboard widgets, and bugs within the onboarding journey process that have slowed adoption.”

Erin G.

Director of IT

“The CMDB functionality had several issues, and the overall Freshservice UI can be difficult to navigate. While the ticketing features are simple and user-friendly, other modules do not feel as intuitive or streamlined.”

Rajesh A.

Project manager

“The text editor can sometimes feel clunky or inconsistent when trying to align images, adjust fonts, or maintain clean styling across different articles.”

Justin K.

Director Of Support and Data Center Operations

Who uses Freshservice?

Based on 794 verified user reviews.

Company size

Midsize Businesses

Small Businesses

Enterprises

Top industries

Information Technology and Services

Information Services

Computer Software

Banking

Others

Use cases

Help Desk

IT Ticketing Systems

IT Management

Service Desk

IT Asset Management

Freshservice's key features

Most critical features, based on insights from Freshservice users:

Workflow management

4.4

(16)

Service level agreement (sla) management

4.6

(118)

Real-Time notifications

4.6

(65)

Self service portal

4.4

(137)

Access controls/permissions

4.3

(113)

Alerts/Escalation

4.3

(44)

Reporting/Analytics

4.2

(53)

Automated routing

4.4

(11)

Collaboration tools

3.4

(9)

Multi-Channel communication

4.2

(10)

All Freshservice features

Features rating:

4.4

(794)

Access controls/permissions

4.3

(113)

Active directory integration

(0)

Activity dashboard

(0)

Activity tracking

4.1

(9)

AI copilot

4.3

(8)

AI summarization

3.0

(2)

Alerts/Escalation

4.3

(44)

Alerts/Notifications

4.4

(96)

Analytics

4.3

(11)

API

4.3

(37)

Approval process control

(0)

Approval workflow

(0)

Asset Discovery

(0)

Asset lifecycle management

(0)

Asset tracking

4.0

(23)

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

3.5

(4)

Change management

4.3

(19)

Change planning

(0)

Change tracking

(0)

Chatbot

4.0

(1)

Chat/Messaging

(0)

Client portal

(0)

CMDB

(0)

Collaboration tools

3.4

(9)

Commenting/Notes

(0)

Completion tracking

5.0

(2)

Compliance management

4.1

(17)

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

4.1

(62)

Customizable forms

(0)

Customizable reports

(0)

Customizable templates

4.5

(13)

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

(18)

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

(6)

Help desk management

4.6

(78)

HR management

(0)

Incident management

4.7

(97)

Incident reporting

4.1

(23)

Incident response checklists

(0)

Inventory auditing

(0)

Inventory management

4.1

(36)

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

(23)

IT asset tracking

4.0

(1)

IT incident management

(0)

IT reporting

4.5

(2)

Knowledge base management

4.3

(64)

Knowledge library

(0)

Knowledge management

4.0

(6)

License inventory

(0)

License management

4.3

(3)

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

4.0

(2)

Performance monitoring

(0)

Policy management

(0)

Pre-built templates

(0)

Prioritization

4.3

(57)

Problem management

4.2

(11)

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

4.5

(44)

Real-Time notifications

4.6

(65)

Real-Time updates

(0)

Recurring issues

(0)

Relationship mapping

(0)

Release management

(0)

Remote access/control

4.0

(1)

Remote monitoring & management

4.3

(3)

Remote update/installation

(0)

Renewal management

4.0

(2)

Reporting/Analytics

4.2

(53)

Reporting & statistics

4.2

(23)

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

4.4

(137)

Sell side (customers)

(0)

Service catalog

4.0

(2)

Service level agreement (sla) management

4.6

(118)

Service Reporting

(0)

Service request management

(0)

Single sign on

4.9

(23)

SSL security

(0)

Status tracking

4.5

(16)

Summary Reports

(0)

Supplier management

4.0

(2)

Support ticket management

4.7

(114)

Support ticket tracking

4.6

(50)

Survey/Poll management

5.0

(2)

Surveys & feedback

4.3

(3)

Tagging

(0)

Task management

4.4

(81)

Task progress tracking

(0)

Freshservice alternatives

Freshservice

4.6

(794)

visit website

Starting from

/user

Per month

Free trial

Free version

Ease of Use

4.6

Features

4.4

Value for Money

4.4

Customer Support

4.6

LiveAgent

4.7

(1.7K)

visit website

Starting from

/user

Per month

Free trial

Free version

Ease of Use

4.6

Features

4.6

Value for Money

4.6

Customer Support

4.7

SysAid

4.5

(522)

visit website

Starting from

/user

Per month

Free trial

Free version

Ease of Use

4.5

Features

4.5

Value for Money

4.5

Customer Support

4.5

Zoho Desk

4.5

(2.2K)

visit website

Starting from

/user

Per month

Free trial

Free version

Ease of Use

4.4

Features

4.5

Value for Money

4.5

Customer Support

4.3

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

(794)

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

“The biggest value for us has been the flexibility of the ticketing system, the reporting capabilities, and the ability to centralize multiple operational functions into one platform.”

Erin G.

Director of IT

Marcela N.

Service Analatycx

Freshservice integrations (53)

Integrations rated by users

We looked at 794 user reviews to identify which products are mentioned as Freshservice integrations and how users feel about them.

Microsoft Teams

Integration rating: 4.4 (20)

Jira

Integration rating: 3.8 (17)

Microsoft Azure

Integration rating: 4.8 (17)

Microsoft Entra ID

Integration rating: 4.6 (11)

Microsoft 365

Integration rating: 4.3 (10)

“This really unlocks the power of using everything in the Microsoft ecosystem.”

Adam M.

Senior Technical Writer

TeamViewer ONE

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:

4.6

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

A large number of users praise Freshservice customer support for being responsive, helpful, and quick to resolve issues.

Frequently reported by users, support staff are knowledgeable and provide immediate assistance through multiple channels.

A significant portion of users highlight the setup and integration help, making onboarding and troubleshooting easier.

A minority of users report slow or inconsistent support response times, especially for complex or non-standard issues.

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

Marcela N.

Service Analatycx

“Customer support can sometimes be slow or inconsistent when handling complex issues.”

Deste F.

IT HelpDesk

Freshservice FAQs

Q. Who are the typical users of Freshservice?

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 by Freshworks is an AI-powered, unified service operations platform built for agile enterprises that need to move fast without sacrificing control. Freshworks is named a Leader in the 2026 Gartner® Magic Quadrant™ for IT Service Management Platforms, recognition we believe reflects our strategic platform investments, product enhancements shaped by customer feedback, and strong visibility among ITSM buyers. By bringing ITSM, ITOM, ITAM, and enterprise service management together on one platform with a shared data and context model, Freshservice reduces the fragmentation and tool sprawl that slow teams down, creating a more consistent source of truth across services, assets, and infrastructure. IT teams gain visibility into their environment through automated discovery, a robust CMDB for impact analysis and root cause resolution, and streamlined incident, problem, change, and major incident management. Beyond IT, Freshservice extends service delivery to HR, finance, and facilities, giving business teams a consistent and efficient service experience without requiring separate tools. Freshservice includes Freddy AI, a domain-specific AI layer that helps agents resolve issues faster, automates employee service requests, and gives leaders insights to make better decisions. Embedded across service workflows, Freddy AI acts as a force multiplier for teams by helping reduce repetitive work, accelerate resolution, and surface patterns and risks earlier. The result is faster, more informed service operations that help teams become more proactive while maintaining the governance and control the business requires.

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