Freshservice is a cloud-based service desk and IT service management (ITSM) solution that currently serves more than 10,000 SMB, mid-market, and enterprise customers worldwide.
$29
per month per agent
Pricing
Freshservice
Editions & Modules
Starter
$29.00
per month per agent
Growth
$59.00
per month per agent
Pro
$119.00
per month per agent
Enterprise
Custom
Offerings
Pricing Offerings
Freshservice
Free Trial
Yes
Free/Freemium Version
No
Premium Consulting/Integration Services
Yes
Entry-level Setup Fee
No setup fee
Additional Details
Discount available for annual billing.
More Pricing Information
Community Pulse
Freshservice
Considered Both Products
Freshworks Inc
Verified User
Chose Freshservice
Freshservice's UI and UX scheme is much easier to navigate than other products. Most modules or configurations are easily accessible via the admin section and workspace management is segmented off from global administration, allowing for business units to designate their own …
A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info
IT Systems Analyst in Information Technology at Estes Construction (Construction, 201-500 employees)
Chose Freshservice
Fresh service stacks up against Deskpro and heftily outweighs it. Freshservice is able to handle more workflow. It is able to house more information. It is more of a solution than just assistance with help desk ticketing. They are two different platforms. Freshservice has more …
A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info
Support Analyst in Information Technology at Kalamazoo Valley Community College (Education Management, 501-1000 employees)
Chose Freshservice
Freshdesk is great, if you have a smaller team with a shared inbox, unfortunately, FreshService helped segregate data from our department and others departments, in a way that Freshdesk didnt provide.
A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info
IT engineer in Information Technology at Bachmann GmbH (Electrical & Electronic Manufacturing, 501-1000 employees)
Chose Freshservice
Easy setup and a lot of customization which can be made. They offer the full ITSM tool for 75$ per agent and all the PRO are included in the package, which makes it easy to calculate and use. There are only a few add-ins that you need to pay for, based on the number of agents …
A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info
A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info
A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info
Verified User
Chose Freshservice
Freshservice is far easier to configure than Service-now. While service-now is perhaps better suited for large enterprise organizations, it requires a dedicated to administer. Freshservice on the other hand, is relatively easy to configure, but certainly targeted to smaller and …
A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info
Verified User
Chose Freshservice
It was not great, so we ended up not using after 1 year, and bought Freshservice
A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info
Verified User
Chose Freshservice
Freshservice did a great introduction, took their time to setup sessions describing how they could help our business. They were easy to reach during POC and didn't try to give us more than we needed.
A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info
People Operations Generalist in Human Resources at Mercy for Animals (Non-profit Organization Management, 201-500 employees)
Chose Freshservice
I prefer Freshservice significantly because messages don't go away until you mark them as "resolved." With Slack, it is very easy to totally lose a message. With Workvivo, it is difficult to message at all—it connects with Slack for personal messages, but the functionality for …
A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info
System Software Administrator in Information Technology at WBAIS (Primary/Secondary Education, 51-200 employees)
Chose Freshservice
Freshservice has a much more complete package compared to Mojo Helpdesk, as it includes advanced automation, many integrations with 3rd party tools and asset management.
A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info
Verified User
Chose Freshservice
I have used or evaluated ServiceNow, Zendesk, and Jira Service Management. ServiceNow is powerful but complex, Zendesk is great for customer support, and Jira excels in ITSM for agile teams.Freshservice stands out for its balance between usability and functionality, making ITSM …
A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info
Verified User
Chose Freshservice
Customization of FreshService was so much easier than ChangeGear. Creating forms for end-users was difficult and didn't always work the way we wanted. The nail in the coffin was when we had a support call set up, and the IT Director was on the phone waiting, but no one joined …
A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info
Verified User
Chose Freshservice
The user-interface, Marketplace, out-of-box Orchestrations and ability for Admins to perform product specific configurations at much easier and faster pace is a much loved feature of Freshservice, when comparing it with other ITSM solutions.
A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info
Head of Service Quality Management in Quality Assurance at Volue ASA (Computer Software, 501-1000 employees)
Chose Freshservice
Main reasons for choosing Freshservice where: - It has a user-friendly interface from agent use to configuration and administration. -High grade of customization options without a large use of external consultants.
A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info
Verified User
Chose Freshservice
This is the first time I've been hired to do software management so unfortunately I have no prior experience with similar systems aside from a ticket system frontend. This speaks to how easy it was to setup and roll out Freshservice since I learned most of the inner workings by …
A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. TR verified that a representative sample of customers was invited. More Info
A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info
Verified User
Chose Freshservice
Freshservice has a so many options which we have been extremely impressive with as it have some many options to ultize.
KACE overall the application has limited functionality and works as a basic IT ticketing with.
A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info
Verified User
Chose Freshservice
As we are a smaller IT team, and a medium sized organization, we found most options for an ITSM to be more robust and overkill for our needs. Freshservice hit the mark in terms of features and pricing.
A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info
Verified User
Chose Freshservice
The search list is WAY too hard to use - I have used Jira service management - Freshservice is WAY better ServiceNow ITSM, ITAM (SAM, HAM), ITOM, Project, Change - SNow is WAY better but also WAY WAY more expensive
A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info
Applications Specialist in Information Technology at Bensons For Beds (Retail, 1001-5000 employees)
Chose Freshservice
We use Freshservice for our wider business but use Freshdesk, chat & caller for our customer service team. We believe Freshservice is a tool designed for IT & other departments and believe Freshdesk provides better tools for our customer service team.
A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info
Verified User
Chose Freshservice
We went with Freshservice because it was the tool that offered us the most complete solution for what we needed vs the competition. And its interface was one of our favorites.
A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info
Verified User
Chose Freshservice
We used OTRS before Freshservice, and Freshservice is much easier to use and manage. We were checking on Service Cloud, as another branch of the company has implemented this, but there were a lot of features Service Cloud had problems with implementing that we take for granted …
A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. TR verified that a representative sample of customers was invited. More Info
Verified User
Chose Freshservice
I wasn't able to fully leverage ServiceNow in the past. I only used ServiceNow's ticketing portal. But by just basing the self-service portal and SNow's ticketing module, I'd say that Freshservices' interface is way more customer-centric and user-friendly. I may be wrong or …
A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info
Freshservice is well suited for companies looking to implement ticketing / case management across the organization, but only if IT will be using it. Otherwise, I'd recommend Freshdesk. IT departments that don't function in the ITIL style of incident, request, change, and project management may find it overkill if they are only looking for a simple Help Desk solution.
A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. TR verified that a representative sample of customers was invited. More Info
A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info
To have more options on what to do with the emails that arrive in the support mailbox (which goes to Freshservice), Setting some special rules or detailed filtering is not possible.
Non 3rd party tools to connect to Intune are missing. Additionally, the third-party tool available in the store is not satisfactory. It would be nice to have native support for importing devices from our Azure cloud.
The contract requires you to prolong your contract end-date by two years instead of just one year, which to us is a bit aggressive.
A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info
We are pretty invested in Freshservice right now and have integrated it pretty heavily into our environment, so it would be hard to move away from it. For the most part, we are happy with Freshservice and the ease of use it gives us in managing tickets through the system. The only complaint we've had is customer service.
A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info
The UI design of Freshservice is simple and intuitive. You don't have to be a technical expert to navigate your way into the different pages/modules available. There are no buttons that are hidden in plain sight. Even our HR team required little to no help when they started using Freshservice.
A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info
Most reports are quick, however, it can take some time for emailed exports to come via email. It would be helpful to have the exports live in the system rather than having to wait on emails.
A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info
Support from OEM is decent but needs improvement. Sometimes OEM also needs to understand the criticality of the customer and help as an Ad-hoc, which is somewhat lacking at Feshservice. Although the normal support team is well-equipped and helps according to the matrix, if something critical for the partner or customer requires immediate attention, it still goes through the L1-L2-L3 levels, which wastes a lot of time.
A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. TR verified that a representative sample of customers was invited. More Info
A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info
Their documentation is pretty good, but only available in English. This makes it difficult for some of our users to understand. There are also some basic video courses available.
A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. TR verified that a representative sample of customers was invited. More Info
Creating the correct groups for the stakeholders and enabling the right notifications are one of the most important aspect of the implementation. Creating Change templates will also help in the long run and it's a good practice to create one, if applicable.
Easy setup and a lot of customization which can be made. They offer the full ITSM tool for 75$ per agent and all the PRO are included in the package, which makes it easy to calculate and use. There are only a few add-ins that you need to pay for, based on the number of agents or the number of executions.
A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info
A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info
A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info
A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info
A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info
