Freshservice Review: Is It The Right Service Desk Software For Your Team?
Best for SMB teams · Mid-market · Enterprise
Free Trial Available
GDPR
SOC 2
ISO 27001Starts from $19 / User / Month when Billed Yearly
vroom
Cordant
Addison Lee
M and C Saatchi
UnidaysTrusted by teams including vroom
Overview
Pricing
Features
Buyer feedback
Alternatives
Customers
Media
Security & Compliance
Support
FAQ
Blogs
What is Freshservice?
The Freshservice On-Demand Support Desk software eliminates the need to buy expensive infrastructure and complex configurations. In minutes, user can have an on-demand support console where customers can report issues and view status updates in real time with automatic service desk ticketing solution. Freshservice supports email, web, social media, forums and third party issue tracking systems.
Pricing
Starts from $19 / User / Month when Billed Yearly
Free Trial available
Best For
Suited for small teams, SMBs, and enterprise
Security & Compliance
SOC 2GDPRISO 27001SSO & MFA supported
Data residency:Global
Platform
Web + mobile app (iOS & Android)
Freshservice Software Demo
Freshservice was reviewed internally using user feedback, in-house testing, and market research to assess its performance, reliability, and user experience. Learn how we review products and our evaluation process.
Who should consider Freshservice
- Use cases
- IT service management, Customer support teams, Help desk operations
- Team types
- IT support teams, Customer service agents
- Company size
- Small Business, Medium Business
- Workflow style
- Simple and streamlined
- Setup complexity
- Low
Why teams choose Freshservice
Quick setup without need for expensive infrastructure
Multi-channel support including email, web, social media, and forums
Real-time issue reporting and status updates
Is Freshservice right for you?
Best for quick, multi-channel IT service desk setup without complex infrastructure.
Choose Freshservice if
- You need a fast, low-complexity IT service management solution.
- Your support team requires multi-channel ticketing including social media and forums.
- You want real-time issue reporting and status updates for customers.
Consider alternatives if
- Your organization demands extensive on-premise infrastructure or complex ITSM workflows.
- You require advanced customization options or transparent, flexible pricing details.
What buyers should know before shortlisting Freshservice
Freshservice offers a streamlined approach to service desk management, allowing businesses to quickly set up a support console. Its multi-channel support and real-time updates make it a practical choice for small to medium-sized organizations.
Freshservice pros and cons
- Freshservice pros
Quick setup without need for expensive infrastructure
Multi-channel support including email, web, social media, and forums
Real-time issue reporting and status updates
- Freshservice cons
Limited information on advanced customization options
Pricing details are not publicly available
Ready to try it?
Get started with Freshservice
Start your free trial — no credit card required.
Still comparing?
See how it stacks up
Compare Freshservice side-by-side with top Service Desk Software alternatives.
What is the pricing of Freshservice?
Freshservice Pricing Plans
Starter
Incident Management
Knowledge Base
Self Service Portal
SLA Management
Workflow Automator
Show more +
Growth
Includes features of Starter plan, plus
Service Catalog
Asset Management
Purchase Order Management
Employee Onboarding
Show more +
Pro
Includes features of Growth plan, plus
Problem Management
Change Management
Release Management
Project Management
Show more +
Enterprise
Freddy Virtual Agent on MS Teams and Slack with 2000 suggestions/mo/account (BETA)
Freddy Agent Assist (BETA)
Sandbox
Audit Logs
20,000 Orchestration transactions/mo/account
Weighing your options?
Not sure if Freshservice fits your budget?
Freshservice reviews and ratings
Buyer sentiment
Overall positive sentiment highlighting ease of setup and multi-channel support, with some concerns about pricing transparency and advanced features.
What buyers like
- Ease of setup
- Multi-channel support
- Real-time updates
Common complaints
- Pricing transparency
- Limited advanced customization
Are you using Freshservice?
What users are saying
I
Isaac
05/27/25
Brilliant service and fast response times
Doing an assigment and had to ask for a quote under a business identity, and these guys were PERFECT for it, super fast response times, good ...
Read more
NE
Naeem Ejaz
11/15/24
good addition of freddy ai.
Date of experience: November 15, 2024
DZ
Darius Zelvys
11/14/24
Great
Great. Simply great.
MM
Michele Mangiaterra
11/14/24
Freshservice is a great ITSM
Freshservice is a great tool for your company, to manage internal issues and deliver internal services or give support to your customers. You can ...
Read more
GE
Gordon English
11/13/24
Great agent!
agent took the time to solve the issue instead of just sending instructions
RD
Ross, Doug
11/06/24
Quick and simple.
Date of experience: November 06, 2024
- See if Freshservice fits your business
- Real pricing — no sales pressure
- A demo or quick answers, your call
Step 1 of 4
How big is your team?
We tailor recommendations to companies your size.
What are the features of Freshservice?
Asset management is the practise of keeping track of your assets. Asset management allows you to efficiently manage assets while also extend…
The service desk, which is the single point of contact for all users dealing with IT, is usually tightly associated with incident management…
A knowledge base is a centralized documentation repository that includes frequently asked questions, how-to guides, and troubleshooting inst…
Multi-Channel Customer Service encompasses a variety of platforms such as phone, email, live chat, social media, and self-service channels s…
A self-service portal is a website or app that enables workers (or external clients for externally visible support providers) to help themse…
Ticket management is a means of dealing with issues and requests. Tickets are simple data entities used to track everything that needs to be…
A ticketing system is a software tool that enables organizations to efficiently manage and track customer inquiries, complaints, and request…
Workflow is a collection of tasks that work together to process a batch of data. A workflow encompasses everything from creating assets to i…
Freshservice security and data handling
Key compliance certifications and security features for IT and security teams evaluating Freshservice.
Certifications
Security features
Developer & data
Alternatives to Freshservice
Freshservice Customers
vroom
Cordant
Addison Lee
M and C Saatchi
Unidays
AUTO1 Group
Grant Broadcasters
Judson University
Aramex
Swinerton Builders
Freshservice Support Options
Frequently Asked Questions About Freshservice
Common questions buyers ask before choosing Freshservice.
Freshservice is a Service Desk Software. Freshservice offers Ticket Management, Ticketing System, Self Service Portal, Multi-Channel Communication, Incident Management and many more functionalities.
Freshservice is a strong fit if: You need a fast, low-complexity IT service management solution.; Your support team requires multi-channel ticketing including social media and forums.. Consider alternatives if: Your organization demands extensive on-premise infrastructure or complex ITSM workflows.; You require advanced customization options or transparent, flexible pricing details..
Buyers commonly note the following limitations of Freshservice: Limited information on advanced customization options; Pricing details are not publicly available; May lack features required by large enterprises with complex needs.
Some top alternatives to Freshservice includes Jira, SolarWinds Service Desk, Jira Service Desk, IBM Control Desk and Scopedesk.
Freshservice offers Free Trial, Subscription pricing models
The starting price of Freshservice is $19/User/Month when Billed Yearly
Ready to try it?
Get started with Freshservice
Start your free trial — no credit card required.
About the reviewer
Rajat Gupta is the founder of Spotsaas. Over the past two years, he has reviewed 2,000+ tools across CRM, HR, AI, and finance — applying hands-on product research and a background in commerce and the CFA program to evaluate software through a business and ROI lens. His goal: help teams make software decisions they won't regret.
Disclaimer: This research has been collated from a variety of authoritative sources. We welcome your feedback at [email protected].
