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A complete IT service management (ITSM) tool for business

(60)

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Freshservice Pricing

Pricing overview

Value for money rating

4.4

/5

574

Price starts from

29

/user

Per month

Pricing options
Free plan
Subscription
Free trial

Pricing details

14-day free trial, no credit card required.

Starter: $29/agent/month (billed monthly) or $19/agent/month (billed annually).
Growth: $59/agent/month (billed monthly) or $49/agent/month (billed annually).
Pro: $115/agent/month (billed monthly) or $95/agent/month (billed annually).
Enterprise: $145/agent/month (billed monthly) or $119/agent/month (billed annually).

What users say

The pricing for this product is very competitive which is great for the IT budget and value for dollar represent a good deal. I find the Support team is very helpful and responsive.
Ease of use, price, integration options with other applications.

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Reviewers who mentioned pricing said:

MW
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Mel W.

Real Estate, 501-1,000 employees

Used daily for less than 6 months

Review source

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

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Implementation and Management

Reviewed 4 years ago

I had used FreshService in the past at different places of employment and had enjoyed it. This was the first time I was tasked with picking a ticketing system for a company. The fact that you get a trial based on the level you want to pay for, can basically have it customized during the trial to see if it's the right fit, extremely helpful and responsive customer service, and its easy to use for all levels of tech comfortability were the big reasons we chose FreshService. Every time I check in with our team of Agents, everyone is extremely happy with the switch and, overall, I am looking forward to the positive changes this is bringing our teams.

Pros

There are several reasons I pushed to choose FreshService over other products. The value of the features I was getting with the ease of set up. Within the trial period, I had most of the set up done before I presented to my department head. The ease of switching from the previous (and archaic) system to FS for our end users was, overall, seamless. The ability to customize the product with minimal knowledge makes it easy to manage and make changes. After reviewing a dozen other ticketing systems, FreshService provided the ease of implementation and change that we were looking for.

Cons

I love Freddy and want to use it however it's limited features over the traditional portal are frustrating. I understand it's a new feature and it's in a state of constant improvement but I wanted to launch with it and was unable to because key features that we needed specifically for our company would not show up. The reports aren't quite what I thought they would be either and I will probably have to do some work with powershell to get the information I really need.

AR
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Verified reviewer

Information Technology and Services, 51-200 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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Easily worth the price compared to other ticket systems.

Reviewed 3 years ago
Pros

After following a demo given by enthusiastic and cooperative Freshservice employees, we were sure of our choice. The tooling is intuitive, user-friendly, responds quickly and very easy to set up. There are plenty of things that can be adapted to the needs of the company. There are a number of options within the tooling that have certainly increased the efficiency of our employees and in the way customers create their own tickets. The support and technical staff are excellent and an example for other companies!

Cons

The change module may be further expanded. A feature request has been created for this and the latest information shows that a number of improvements will be made this year.

TJ
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Timothy J.

Hospital & Health Care, 201-500 employees

Used daily for 1-2 years

Review source

Overall Rating
  • Value for money
  • Ease of use
  • Features
  • Customer support
  • Likelihood to recommend7/10

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FreshService provides many of ServiceNow level functions - but without the price tag

Reviewed 3 years ago

I have implemented in my current and previous organizations. It has solid overall build quality and supports ITIL standards and data capture in many areas. We also have the asset tracking component which has been helpful.

Pros

Streamlined interface has been easy for our IT team to learn and use. I like the ability to track and link incidents, service requests, changes and problems. Does what we need.

Cons

I would love to see more and better reporting - simplistic tools for creating reports limit advanced analysis in the tool.

MB
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Matthew B.

International Trade and Development, 51-200 employees

Used daily for 2+ years

Review source

Overall Rating
  • Value for money
  • Ease of use
  • Features
  • Customer support
  • Likelihood to recommend4/10

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Ok for the price but better software exists in almost every area

Reviewed 2 years ago

Freshservice has been a really useful tool for us over the past seven years. We are actively looking for replacement software because of its limitations, especially around ticket management. It's a good basic platform for the cost but there is better software out there.

Pros

The nuts and bolts of service catalog, tickets for agents, basic asset management and automation within the platform are all solid and entirely usable. We have been using it for a few years because it does the basics well, is robust, and is fairly priced for the quantity and quality of its features.

Cons

Ticket management is cumbersome as soon as you want to manage or prioritise your workload. The kanban view is limited. Ticket management exists only in list form. There is no effective way to plan your working week. This might be ok if you're handling only issues but if you're producing anything, it's very limiting. Ticket management should be this platforms bread and butter but it is only basic.

MW
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Mark W.

Higher Education, 201-500 employees

Used daily for 2+ years

Review source

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

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Good value and easy to implement and use

Reviewed 2 years ago

We have been happy with Freshservice and consider it a good value in comparison to some of the other Desks out there that provide similar service. We particular enjoy features like round robin ticket assignment, asset discovery and tracking, and providing a Knowledge Base for both Users (Requesters) and Agents.

Pros

We rely on the ticket system primarily to manage steps to resolution and archive past interactions and solutions. FreshService provides this functionality with little back-end effort on our part. Though somewhat limited, we do appreciate the ability to customize our portal.

Cons

Adding MSP's can be a confusing process. As it stands, you have to open a trial account then merge it into your main Desk. Last time we did this, FreshService failed to convert the account properly and we ended up being billed for the "trial" account. It took us several weeks to get the billing resolved. I recommend working with a live agent right off the bat to make this happen as smoothly as possible.

AR
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Verified reviewer

Information Technology and Services, 1,001-5,000 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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Freshservice is the best ITSM, our users love it!

Reviewed 2 years ago

After using several ITSM tools, Freshservie deployment was very easy and it fits 100% with our needs at an affordable price.

Pros

Ticket management is great by itself but if you uses it with workflow automation it's awesome. You can configure as many user portal as you want and it was a requirement. Inventory is also great module. Project management help us not only in the helpdesk team but also in other areas of the department.

Cons

The knowledge base could be better. You can't create more than two category levels and sometimes is not enough.

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Sarah H.

Information Technology and Services, 10,001+ employees

Used daily for 2+ years

Review source

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

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You can do a lot of great things with Freshservice

Reviewed 2 years ago

Complete platform for IT service management and reporting on client needs. It gives me the ability to develop material that can be provided as assistance to customers, as well as report back internally to the team and to top board management.

Pros

I appreciate that it is not only affordable, but also demonstrates a lot of value due to the fact that it comes with a lot of features considering how much it costs. FreshService is capable of competing with ServiceNow in terms of IT service management, and I am accustomed to utilizing ServiceNow.

Cons

The constraints placed on portal design, in addition to the requirement of having HTML coding skills. I have not been able to determine whether or not it is possible for us to have parent portal sites that include kid pages, and the process of developing these pages will require experience in coding.

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Shayla B.

Internet, 1,001-5,000 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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An excellent customer service tool, Freshservice

Reviewed a year ago

We primarily use this system as our IT support ticketing system. The process of getting set up was manageable, and their customer service has been fantastic. Even though we'd like to see more individualization in the HR/IT onboarding requests we've developed, we've already done a lot of the groundwork. We had previously invested in Asset Management but have now abandoned it. You get out of the knowledge base what you put into it in terms of content updates and documentation.

Pros

Super simple for both IT managers and regular employees to learn and utilize. According on your membership plan, you have access to a wide variety of optional add-ons for your control panel. Extremely flexible, albeit occasionally annoying limitations surface.

Cons

In comparison to the things it provides, Freshservice's price tag is a touch steep, and the company's support team has occasionally experienced technical difficulties that have slowed its response times.

RO
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Ruben O.

Financial Services, 51-200 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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Excellent Value and Everything we need for our Ticketing System

Reviewed 10 months ago

We have reduced the amount of redundancy and human error from many IT processes and workflows while organizing and improving our overall support and response time. FreshService is so well organized and it also helped us look into other areas that were often overlooked.

Pros

I really like how everything is organized, there is a logical flow viewing tickets, bugs/problems, Change orders, tasks, and then projects. The main dashboard is customizable so you can have the metrics that are important to you up front. I also love that you can tie the current issue with existing knowledge base articles helping you to solve issues quicker or possibly automate responses. Lastly, the ability to automate processes and workflows have been clutch for us, reducing time and human error.

Cons

During onboarding/setup some of the 3rd party apps that you rely on for integration with systems such as Azure can be difficult. FreshService has still provided top grade support for those but, I can take some time to implement.

SD
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Samuel D.

Farming, 201-500 employees

Used daily for 6-12 months

Review source

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

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Easily worth the price compared to free ticket systems

Reviewed 3 years ago

Extremely positive. Previously was using HESK as a free ticket system and also demo'd a few other options before settling on Freshservice. The paid features of Freshservice more then pay for themselves.

Pros

Makes dealing with a large number of tickets very simple and intuitive. Improves response time and productivity of helpdesk.

Cons

The settings/configuration is not super intuitive.

JM
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Joe M.

51-200 employees

Used daily for less than 6 months

Review source

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

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Great Help Desk Software, Particularly For Time Pressed Admins

Reviewed 7 years ago

The pricing for this product is very competitive which is great for the IT budget and value for dollar represent a good deal. I find the Support team is very helpful and responsive. This is not a complex product to set up but does take a little time to figure out how things work within Freshservice. I am very please overall.

Pros

SaaS based product so no on premises hardware or software. Setup is more than 10 minutes that some of the marketing indicates, but definitely not a complex setup. Once you understand the workflow things become fairly intuitive in setting up the software. The ability to process tickets from one screen, enabling you to reply, enter case notes and disposition the ticket from one screen is very good. Like anything there is a learning curve involved, but it becomes very straightforward to Administer. This is very important as I am handling issues, closing tickets and assisting end users so I do not have the time to spent an hour a day doing routine maintenance tasks. The technical support team is also very helpful.

Cons

Most of the issues have not been with things that do not work as much as do not conform to our individual work flows and processes. A few things that are challenges include that pasting into tickets using the portal does not work. Any screen shots or images depicting issues and end user is facing need to be added as attachments. By default you are given a long and not intuitive URL for your Portal. While you can create a custom URL it requires purchasing an SSL certificate or the connection is not secure. If a User submits a ticket via email and at a later time tries to create an account on the Portal it will advise them that the email is in use. To resolve this they just need to request a password reset, but it is not intuitive to the User, they think something is wrong.

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Rich K.

Wholesale, 1,001-5,000 employees

Used daily for 2+ years

Review source

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

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Simple to use and has all the features you actually need.

Reviewed 6 years ago

I really like Fresh Service (and before it, Fresh Desk). I keep trying to find a reason to switch to Zendesk because of the possibilities with their integrations but keep abandoning the trial. I would have to reproduce in Zendesk what I currently have in Freshservice in order to start experimenting with the possibilities. That's where the problems start. All the things I have in Freshservice are add-ons in Zendesk that cost extra and don't work the same way. If you have a fairly small team, we have 4 IT personnel for a 24/7 $400 million dollar company, this is your solution.

Pros

Layout is clean and easy to understand. Has fun 'gamify' system which lets my techs compete with with other for prizes with the system keep score. This is available on our subscription level. Also has SLA monitoring for those pesky KPI requirements. Can setup a catalog of services and items for end users to 'order' with a workflow approval process. Can integrate with chat and phone. Great all around alternative to Zendesk. Doesn't nickel and dime you to have basic features.

Cons

List of Integration possibilities are pretty small in comparison and hasn't really grown in the several years we have been using it.

CG
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Chad G.

Automotive, 201-500 employees

Used daily for 2+ years

Review source

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

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Hard to find something better

Reviewed 3 years ago

Moving from a free ticketing solution I found FreshServices provided lots of features to allow us to automated mundane tasks and free up our time to work on more important issues and projects.

Pros

The vast number of features presented for a fair price. New features and enhancements are being made constantly.

Cons

Improvements could be made to helpdesk customization. A WYSIWYG interface with the option to go deeper to modify HTML and CSS would be nice.

TB
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Tyler B.

Information Technology and Services, 1,001-5,000 employees

Used daily for 2+ years

Review source

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

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A great, fully featured, ITSM solution that is easy to setup and highly customizable to your needs.

Reviewed 6 years ago

This software helps greatly with streamlining workflow and helping the team adopt ITIL standards. It is convenient and easy to use, and easy to learn for agents.

Pros

There's a lot of pros to FreshService. The automated routing (dispatcher) system is excellent and extremely configurable. You essentially are able to make if-then statements with a ton of different variables to route tickets to groups or agents, along with custom notifications. The ticket form, self-service portal, and service catalog are all very customizable and excellent resources as well.

Cons

The only thing that can be frustrating with FreshService is the tiered payment system that requires different payment amounts for different features. While Freshservice is affordable, it can be frustrating when you see a cool feature and want to try it out, only to find that your particular tier does not support it.

DW
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Daniel W.

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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The system is easy to use and has an inviting design that everyone can get used to.

Reviewed 6 years ago

Our company has very specific requirements and this software is able to fulfill all of them. We appreciate the continued development and clear control of the system. Management has better control over departmental processes. The use of this software has shifted our customer service to a higher level.

Pros

The system is easy to use and has an inviting design that everyone can get used to. Even after years of use, the system is constantly evolving and improving. Freshservice can always surprise us with new functionality. The range of features can satisfy every big and small business. Depending on the needs, an appropriate cost plan can be selected. We greatly appreciate various kinds of reports.

Cons

Technical support is sometimes really slow. Until recently, we were complaining about the searching, but it was improved in the last update. The price for a complete set of features is quite high.

VM
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Vicky M.

Wholesale, 501-1,000 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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Fresh Service Survey Feedback

Reviewed 2 years ago

Great Customer Support!

Pros

Intuitive, great tool for the cost. This product was already used by the organization when I started using it.

Cons

A couple of opportunities to make a better tool: 1) Historical data should not get touched ever. Ex: when removing fields from an SR form, history no longer reflects those fields. The workaround is to make the fields Invisible and Optional and the revised form. Not a great practice. 2) Copy / Paste fields within a form, even though the field names are updated since you can not have multiple fields with the same name, once you change one field, all others get updated. 3) Wish to have multiple levels of Dependent sections within a SR form. 4) Adding Custom Ticket Status adn arranging in alpha order can become a very painful experience.

AR
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Verified reviewer

Legal Services, 1,001-5,000 employees

Used daily for 6-12 months

Review source

Overall Rating
  • Value for money
  • Ease of use
  • Features
  • Customer support
  • Likelihood to recommend4/10

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Poor product, difficult to use

Reviewed a year ago

We moved from an obsolete proprietary system that felt very much Web 1.0, so initially my enthusiasm was high. It went down with every struggle with many details, to which I got response from the implementation team "not possible", "not how the product is designed", "it's not possible to implement". It does it's job as a ticketing system and a KB for the support teams, but it isn't a system that you would be happy, or at least pleased, to work with.

Pros

It's relatively fresh in design, and the few things like automations (scripted actions, canned responses) are quite helpful. There is also a decent mobile app and integrations with Teams out of the box

Cons

The product overall lacks flexibility in creating workflows, mapping teams and processes; instead, it requires your processes and teams wrap around concepts in the product. It is very chatty, but usually not in relevant way - email notifications carry low signal to noise ratio, as well as Teams notifications.

JB
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John B.

Real Estate, 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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Simple online based ticketing solution

Reviewed 6 years ago

Cost effective online-based ticketing system with ease of setup.

Pros

Everything is hosted online and easily accessible via web browser or mobile app. FreshService provides a section for creating instruction guides and asset management. The platform is fairly easy to setup with our Microsoft Azure SSO environment. The support team is quick to respond and helpful.

Cons

There are only some minor interface annoyances. When initially loading tickets and attempting to scroll down, the screen keeps rolling back to the top. This keeps happening until the page fully loads and can take an extended period of time for lengthy tickets. Service Request items cannot be alphabetized (not sure why this is "by design"). The solutions guides have limited formatting so it takes extra time to create neat and proper formatting.

AR
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Verified reviewer

11-50 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 covers all our requirements for ITSM

Reviewed 6 years ago

A better, more efficient support for our customers with an 360° view over all assets, contracts and sla's.

Pros

At first, we like the modern and intuitive User Interface. Then, all our requirements about an ITSM solution are fulfilled (processes, reporting, solutions db, assets, contracts and so on). Freshservice support our administrators in the daily business. The productivity tools like the Dispatch'r or Oberserver are awesome. The daily passes are cost effective for our consultants, who do not work with Fresh every day. In short: A modern and fresh ITSM tool with a lot of really nice feature, but not too complicated and "overloaded".

Cons

Our own fields (assets etc.) can not be selected for reporting. Overall, the reporting is too inflexible. It's possible to enhance ticket and other forms with own fields. Unfortunately with no relation to the standard fields or re-use. The support is sometimes really slow and you will wait for an answer.

DM
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Dawie M.

Telecommunications, 11-50 employees

Used daily for less than 6 months

Review source

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

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The best ticket system for SMEs on the market

Reviewed 5 years ago

I have become a FreshService evangelist in a very short time. So, I recommend this service to everyone!

Pros

The most intuitive system I have ever had the pleasure of using. The system is remarkably customizable, and you do not need a system administrator or expert to configure the customizations. It is so intuitive that any person with minimal experience on the system can figure out how to configure it to your company's needs. We have a team of 8 support engineers and they all took to the system very enthusiastically. The user interface is superb, and the company has been in the market for so long that they have literally thought of everything. If you have a unique business case, like we did, it is most probable that they have already encountered it and have an out of the box solutions. My experience with their developers was phenomenal.

Cons

The system is slightly more expensive than its nearest competitor. Which makes selling it to managers a little more difficult. But, the expense is justified. With the competitors in its market, a dedicated onsite developer is required, and installment and deployment time is 3-4 times longer. While FreshService is so easy to use, that any user or administrator can configure or change any settings, functions, workflows or processes with absolutely minimal effort. And, if you do require more assistance, 24x7x365 support is readily available and the support cost included in the monthly fee.

GH
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Graeme H.

Food & Beverages, 1,001-5,000 employees

Used daily for 2+ years

Review source

Overall Rating
  • Value for money
  • Ease of use
  • Features
  • Customer support
  • Likelihood to recommend7/10

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Resigned for another 2 years

Reviewed 2 years ago

Great support, hard to get integrations sorted. Lackluster service management.

Pros

Easy to setup, easy to cusromise, and easy to train on.

Cons

Lack of good workspace integration, adding elements all cost a lot even on top tier.

CJ
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Carlos Javier C.

Information Technology and Services, 201-500 employees

Used daily for 1-2 years

Review source

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

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Awesome ITSM, but maybe too expensive

Reviewed 3 years ago
Pros

I think the incident management part is the most easy to use that I've come across. Of course it has room for improvements (e.g., some tickets get duplicated when replied by email) but it was all set-up in our organization in two days.

Cons

The user provisioning. We had to invest on coding time to synchronize users just because the sync agent doesn't let you filter by Active Directory OUs.

JY
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Jinlong Y.

Construction, 501-1,000 employees

Used daily for 2+ years

Review source

Overall Rating
  • Value for money
  • Ease of use
  • Features
  • Customer support
  • Likelihood to recommend7/10

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Ease of use and feature packed value

Reviewed 3 years ago

I enjoy using the service but sometimes Support struggle, especially during COVID times

Pros

The ease of use and on going feature development

Cons

The asset model is very limited and needs improvement

MS
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Michelle S.

Government Administration, 201-500 employees

Used daily for 6-12 months

Review source

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

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Affordable All-Inclusive IT Help Desk Solution

Reviewed 3 years ago
Pros

Integration capabilities, asset management, alerting, purchase orders, analytics, mobile app, change tracking, release tracking, problem tracking, etc. This solution has so many useful tools available. No need to purchase 3rd party solutions to make it all-inclusive.

Cons

Some bugs here and there. Limitations to self-brand your portal. Limitations to associate tickets to service requests. Gamification is severely lacking, wish FreshService could offer Kaizo gamification integration.

LB
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Lawrence B.

Entertainment, 501-1,000 employees

Used daily for 6-12 months

Review source

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

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Freshservice Review

Reviewed 2 years ago

We are using as an IT Service Desk and it handles this task really well, we have in fact just upgraded to the growth plan as i want to use the service catalog .

Pros

Ease of use and ability to scale up to bigger and better plans as and when required.

Cons

Probably the cost, not sure how it compares to Zendesk though.