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Freshservice
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: February 2026
Freshservice overview
Based on 642 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
per month
Pros & Cons
Reporting
Automation
Team Collaboration
Limited and rigid reporting
Persistent functional quirks
Freshservice’s user interface
Freshservice pros, cons and reviews insights
To determine these pros and cons insights, we analyzed responses from
Overall rating
Value for money
4.4
Features
4.3
Ease of use
4.5
Customer support
4.5
Reviews sentiment
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 642 verified user reviews.
Company size
Enterprises
Small Businesses
Midsize Businesses
Top industries
Use cases
Freshservice's key features
GetApp's analysis of 68 verified user reviews collected between July 2021 and January 2025 identifies Freshservice's most critical features and summarizes user sentiment about those features.
Reviewers appreciate Freshservice's Ticket Management capabilities for their ease of use and customization options. They highlight the ability to create custom workflows, statuses, and views, which helps in organizing and prioritizing service requests and incidents. Users report that the system integrates well with third-party applications via API and supports multiple languages, making it suitable for international organizations. They also find the automation capabilities valuable, although some mention that the user experience can be confusing at times. Of the 40 Freshservice users who gave detailed accounts of their use of Ticket Management, 100% rated this feature as important or highly important.
Jake T.
IT Administrator
Lee R.
Application Support Manager
Users find Freshservice's Support Ticket Management helpful for capturing, managing, and tracking daily support activities. They appreciate the customizable ticket forms and the ability to assign tickets based on multiple criteria, ensuring efficient resolution. Reviewers indicate that the system supports integration with various messaging platforms and offers a comprehensive Service Catalog and Knowledge Base. They say it facilitates communication across departments and supports multiple languages, although some feel it lacks certain advanced capabilities. Of the 18 Freshservice users who gave detailed accounts of their use of Support Ticket Management, 100% rated this feature as important or highly important.
See related user reviews
Muhammad S.
Sr. IT Manager
Tony W.
Senior Systems Support
All Freshservice features
Features rating:
Freshservice awards
Freshservice alternatives
Freshservice
Starting from
29
/user
Per month
Zendesk Suite
Starting from
No pricing info
Freshdesk
Starting from
No pricing info
Milvus
Starting from
No pricing info
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:
Of 77 reviews that provide robust commentary on Freshservice's price and value, 70% mention it in a positive light.
Some users report that Freshservice offers a generous free tier, which supports a significant number of users and provides many core features, making it attractive for small businesses and startups. Reviewers appreciate the ability to trial different pricing levels and customize the experience before committing, which helps them assess value for money. Some users say they have reduced costs by consolidating multiple tools into Freshservice, and they find the platform affordable and feature-rich for the price, especially as it regularly adds new functionalities at no extra cost. Reviewers indicate that the pricing is competitive compared to other ITSM solutions, and they value the scalable, flexible plans that grow with their business needs.
However, some reviewers find the tiered pricing system frustrating, as certain desirable features are only available in higher-priced plans, making it difficult to access all functionalities without upgrading. Some users feel that the basic version lacks important features and that costs can rise quickly as needs expand, particularly for larger organizations or when adding more users. Reviewers mention that determining the right licensing level can be confusing due to unclear feature descriptions, and some feel that the free plan is limited in functionality and support. Some users say that, for their budget, Freshservice becomes expensive once the free plan is no longer sufficient.
, and
To see what individual users think of Freshservice's cost and value, check out the review excerpts below.
Freshservice integrations (150)
Integrations rated by users
We looked at 642 user reviews to identify which products are mentioned as Freshservice integrations and how users feel about them.
Integration rating: 3.5 (6)
“Fresh Service is our customer facing application, while JIRA is used internally for reporting bugs/issues with our software development. Of the several integrations available, proper setup instructions are lacking, and a more integrated workflow between the two apps is still desired.”
“Other departments work there and need escalations to go via this. We dont have the ORG API version as JIRA is not yet in the cloud, the app if good for now but has pitfalls.”
“To work with development. Had to develop my own orchestration as JIRA integration for FreshService is not bi-directional.”
“This integration meets our needs and it is good that we can update Jira issues straight from Freshservice”
Brandon T.
General Manager
Integration rating: 4.3 (3)
“Our agents use the Freshservice Slack bot to receive notifications of ticket updates. This works very well, but we're unable to install it for all users in our Slack workspace sadly. ”
“This allows us to take tickets directly from Slack so that our development team have a better experience with the helpdesk team”
Olly B.
Senior IT Operations Specialist
Integration rating: 5.0 (4)
“Because you can save a lot of time doing the remote connection in the same portal.”
Anonymous R.
CIO
Integration rating: 4.3 (3)
“This product allowed us to assist our end users remotely so that we could resolve their issue quickly.”
Brandon F.
Service Desk Supervisor
Integration rating: 3.5 (2)
Integration rating: 4.0 (2)
Integration rating: 5.0 (1)
Integration rating: 5.0 (1)
Integration rating: 5.0 (1)
Freshservice customer support
What do users say about Freshservice customer support?
Customer support rating:
We analyzed 75 verified user reviews to identify positive and negative aspects of Freshservice customer support.
Widespread user sentiment highlights prompt, helpful, and knowledgeable customer support from the Freshservice team.
A fair number of users appreciate quick response times and efficient resolution of issues, even for non-paying customers.
Multiple users mention friendly, easy-to-contact support staff who assist effectively during setup and ongoing use.
A limited number of users report slow response times, lack of deep product knowledge, and difficulty resolving 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.
“There are many nice features and a great customer support, with a very short respons time every time we have a problem.”
Linda J.
Implementerings Specialist
“Freshservice has excellent customer support and they respond to issues/queries immediately.”
Navaneeth G.
Associate Manager - IT
“Support is great for simple things, but really disappointing when you have specific issues to your configuration, each time you are educating their team on your problem and they always require you to do the legwork to provide them information.”
Geoff C.
Director of Information Services
Freshservice FAQs
Freshservice has the following typical customers:
Freelancers, Large Enterprises, Mid Size Business, Non Profit, Public Administrations, Small Business
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. What are the 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
Q. What languages does Freshservice support?
Freshservice supports the following languages:
Chinese (Simplified), Chinese (Traditional), Dutch, English, French, German, Italian, Japanese, Polish, Portuguese, Russian, Spanish, Swedish, Thai, Turkish, Vietnamese
Q. Does Freshservice support mobile devices?
Freshservice supports the following devices:
Android, iPad, iPhone
Q. Does Freshservice offer an API?
Yes, Freshservice has an API available for use.
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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