Freshservice 2026: Benefits, Features & Pricing

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Overview
Screenshots
Pricing and Plans
Features
Integrations
User Reviews
Popular Comparisons

Overview

Freshservice

4.5

(651)

FrontRunner 2026

Pricing

Starting at $29.00 per month

About Freshservice

Freshservice is a cloud-based IT Help Desk and service management solution that enables organizations to simplify their IT operations. The solution offers features that include a ticketing system, self-service portal and knowledgebase. The solution also provides a mobile app for iOS and Android that allows IT administrators to service requests remotely.

Freshservice provides ITIL-ready components that help administrators manage assets, incidents, problems, change and releases. The Asset Management component helps organizations exercise control over their IT assets. Software/ hardware assets can be added, tagged, tracked and delinked, ensuring asset visibility and awareness.

Freshservice also offers a gamification module called "Arcade". This module enables IT agents to score points and gamify IT related tasks. The solution allows administrators to generate pre-defined reports for incidents and changes using various filters. Freshservice can be integrated with third-party apps for managing the service desk. It is available on an annual subscription basis that includes support via email and phone.

Freshservice Screenshots

Freshservice Pricing and Plans

Starting price: $29.00 per month

Free Trial

Free Version

Starter

$29.00

per user, per month

Plan includes:

Omnichannel support
Incident Management
1000 Orchestration Transactions/Mo./Account
Analytics Starter
Custom SSL
Knowledge Base
Marketplace Apps
Mobile Apps
Multiple Portal Languages
Orchestration

Growth

$59.00

per user, per month

Plan includes:

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

Pro

$119.00

per user, per month

Plan includes:

Incident Management
Problem Management
Change Management
Knowledge Base
Service Catalog
Support portal
Omnichannel
Multiple SLAs
Project Management
Release Management

Enterprise

Pricing available upon request

Plan includes:

Sandbox
Audit Logs

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Freshservice Features

Popular features found in Help Desk
Access Controls/Permissions
Activity Dashboard
Alerts/Escalation
Automated Routing
Collaboration Tools
Macros/Templated Responses
Multi-Channel Communication
Real-Time Notifications
Reporting/Analytics
Self Service Portal
Service Level Agreement (SLA) Management
Workflow Management
More features of Freshservice
Active Directory Integration
Activity Tracking
AI Copilot
AI Summarization
Alerts/Notifications
Analytics
API
Approval Process Control
Approval Workflow
Asset Discovery
Asset Lifecycle Management
Asset Tracking
Assignment Management
Audit Management
Audit Trail
Automated Discovery
Automated Responses
Barcode/Ticket Scanning
Billing & Invoicing
Budget Tracking
Build Automation
Business Impact Analysis
Buy Side (Suppliers)
Calendar Management
Canned Responses
Case Management
Catalog Management
Change Management
Change Planning
Change Tracking
Chatbot
Chat/Messaging
Client Portal
CMDB
Commenting/Notes
Completion Tracking
Compliance Management
Compliance Tracking
Configurable Workflow
Configuration Management
Content Management
Contract Drafting
Contract/License Management
Corrective and Preventive Actions (CAPA)
Cost Tracking
CRM
Customer Complaint Tracking
Customizable Branding
Customizable Fields
Customizable Forms
Customizable Reports
Customizable Templates
Dashboard
Data Import/Export
Data Visualization
Device Auto Discovery
Disaster Recovery
Documentation Management
Document Automation
Document Management
Document Storage
Drag & Drop
Drag & Drop Editor
Electronic Signature
Email Alerts
Email Management
Email Templates
Employee Onboarding
Event Logs
Feedback Management
File Sharing
Forecasting
For IT Project Management
Forms Management
Full Text Search
Help Desk Management
HR Management
Incident Management
Incident Reporting
Incident Response Checklists
Inventory Auditing
Inventory Management
Inventory Optimization
Inventory Tracking
Investigation Management
Issue Auditing
Issue Management
Issue Scheduling
Issue Tracking
IT Asset Management
IT Asset Tracking
IT Incident Management
IT Reporting
Knowledge Base Management
Knowledge Library
Knowledge Management
License Inventory
License Management
License Tracking
Live Chat
Maintenance Management
Maintenance Scheduling
Mobile Access
Mobile Alerts
Mobile App
Monitoring
Multi-Channel Management
Multi-Language
Multi-Location
Multiple User Accounts
Onboarding
On Call Scheduling
Order Management
Password Management
Patch Management
Percent-Complete Tracking
Performance Metrics
Performance Monitoring
Policy Management
Pre-built Templates
Prioritization
Problem Management
Process/Workflow Automation
Procurement Management
Product Identification
Project Management
Project Tracking
Purchase Order Management
Real-Time Chat
Real-Time Data
Real-Time Monitoring
Real-Time Updates
Recurring Issues
Relationship Mapping
Release Management
Remote Access/Control
Remote Monitoring & Management
Remote Update/Installation
Renewal Management
Reporting & Statistics
Request Assignment
Requirements Management
Requisition Management
Resource Management
Risk Analysis
Risk Assessment
Role-Based Permissions
Routing
Rules-Based Workflow
Scheduled/Automated Reports
Scheduling
Search
Search/Filter
Secure Data Storage
Security Tools
Sell Side (Customers)
Service Catalog
Service Reporting
Service Request Management
Single Sign On
SSL Security
Status Tracking
Summary Reports
Supplier Management
Support Ticket Management
Support Ticket Tracking
Survey/Poll Management
Surveys & Feedback
Tagging
Task Management
Task Progress Tracking
Team Collaboration
Templates
Testing/QA Management
Third-Party Integrations
Ticket Management
Troubleshooting
Usage Tracking/Analytics
Widgets

Freshservice Integrations

Jira

Integration rated 3.4 from 11 reviews

Microsoft Azure

Integration rated 4.5 from 11 reviews

OpsGenie

Harvest

Pivotal Tracker

LogMeIn Rescue

See all 51 integrations

Freshservice User Reviews

Overall Rating

4.5

Ratings Breakdown

59%

35%

Secondary Ratings

Ease of Use

4.5

Value for money

4.4

Customer support

4.5

Functionality

4.3

Dan P.

Verified reviewer

Leisure, Travel & Tourism

201-500 employees

Used weekly for more than 2 years

Review source

Reviewed February 2026

Helpdesk Tool That Works

Ratings Breakdown

Ease of use

Functionality

Pros:

Easy to use and user interface that has been recently updated and refreshed to provide a modern web app experience

Cons:

Reporting and analytics functionality can be a little clunky at times however overall it is adequate.

Josh C.

Verified reviewer

Restaurants

1001-5000 employees

Used daily for less than 2 years

Review source

Reviewed January 2026

Freshservice is worth a look into

Over all for the price its at it is worth looking into and doing a demo. I have been very impressed with new feature rollouts as well.

Ratings Breakdown

Ease of use

Value for money

Customer support

Functionality

Pros:

The ease of use. Was super easy to get set up and the support is excellent. We have loved the asset management system being able to tie it to tickets a purchase orders, that's been a big help when accounting asks where assets went. It has also streamlined our onboarding process.

Cons:

There are some minor ui issues, and running reports can be a hassle to get the data you are looking for.

Reasons for choosing Freshservice

The price and built in asset management system

Joe V.

Verified reviewer

Education Management

201-500 employees

Used daily for more than 2 years

Review source

Reviewed February 2019

FreshService provides an amazng helpdesk and inventory solution

This helpdesk allows us to easily manage issues and our inventory in a single web based application that we can access anywhere.

Ratings Breakdown

Ease of use

Value for money

Customer support

Functionality

Pros:

The ability to easily gather tickets, generate reports, and manage assets is wonderful. Being able to link certain assets to trouble tickets and track expenses helps us track down reoccuring problems with ease. Email ticket submission has greatly increased communication with the tech staff and teachers.

Cons:

The higher tiers get very expensive, especially as you pay by agent. Some features are only available at the highest tier.

Jeremy S.

Verified reviewer

Real Estate

201-500 employees

Used daily for more than 2 years

Review source

Reviewed January 2026

Freshservice Delivers a Great Product at a Good Price

Freshservice is one of the best IT ticketing systems I've used overall, and is integral to our IT team's workday.

Ratings Breakdown

Ease of use

Value for money

Customer support

Functionality

Pros:

Ticket management, automations, integration with change management and asset association with users. Entra integration was easy and it's great to have a system that can both build users, and import them automatically into Freshservice when created.

Cons:

RMM integrations are lackluster, hopefully the Device42 acquisition will change that, as we would love to get off Atera and have a more unified system. Some bugs that cause annoying alerts to be generated. Workflow Automator could be improved greatly both from a UI and workflow standpoint.

Reasons for choosing Freshservice

Better pricing and featureset was relevant

Reasons for switching to Freshservice

More features, better quality product, ease of use

Werner A.

Verified reviewer

Non-Profit Organization Management

51-200 employees

Used daily for less than 2 years

Review source

Reviewed February 2026

Freshservice - a game changer

Overall we are happy with the product and we are exploring the different modules and building it out further as it has so many aspects to it.

Ratings Breakdown

Ease of use

Value for money

Customer support

Functionality

Pros:

The Ease of getting it set up and the impact it made on our day to day IT support process - the Knowledge base is also a winner and we love the custom portal.

Cons:

Some of the app integrations are complicated to set up and can be a little janky at times. There are also some finer automation things that take some time to learn.

Reasons for switching to Freshservice

Was not giving us the needed modules that we need for what we wanted to do. Also we outgrew this application

Jessica M.

Verified reviewer

Construction

5001-10000 employees

Used daily for more than 2 years

Review source

Reviewed January 2026

Best ticketing system we have used to date!

Freshservice has been a strong and reliable ITSM platform for our organization. It has enabled us to standardize processes, automate repetitive work, and scale support across multiple departments with a lean team. While there is a learning curve for advanced features, the overall value and stability of the platform have exceeded expectations.

Ratings Breakdown

Ease of use

Value for money

Customer support

Functionality

Pros:

Freshservice is intuitive and easy to use while still being powerful. The automation capabilities, customizable workflows, and self-service options have significantly reduced manual effort for our team and improved response times for end users.

Cons:

Some advanced configurations and reporting features have a learning curve, and certain customizations require time to fully optimize as the platform scales.

Reasons for choosing Freshservice

cost and functionality was better with fresh

Reasons for switching to Freshservice

tool was expensive and not easy to use it was also owned by UK

Brendan C.

Verified reviewer

Automotive

51-200 employees

Used daily for less than 2 years

Review source

Reviewed January 2026

FreshService - A Clean and Modern Service Solution

Freshservice has been a fantastic ticketing and service management solution. There are regular updates to keep it modern, and the UI is clean, responsive, and intuitive. With years of experience in many ticketing systems, Freshservice feels the most modern out of any of them.

Ratings Breakdown

Ease of use

Value for money

Customer support

Functionality

Pros:

Freshservice has a very clean UI that is easy and intuitive to navigate. The webpage also has live update notifications which is extremely useful for closely monitoring tickets. When an update is posted on a ticket, even without refreshing you will see a notification regarding it and linking you to the ticket. Another useful live updating feature is the ability to see what other agents are currently viewing or editing a ticket. This solves the age-old issue 2 agents trying to edit a ticket at the same, or hesitating to update a ticket thinking another agent is already working on it. I've also found the extensibility of the product to be quite useful. We've granularized our request system to include specific requests with built in tasks lists for common requests (Employee onboarding, Software Installation Request, etc.), as well as the general ticketing system. We've added approval groups to notify the proper people streamlining repetitive tasks. There are great reporting features built-in as well, providing clean overviews of important KPI's like first-touch resolution, first response time, and time to resolution. These reports can be customized to filter based on a plethora of criteria. The pricing also has as consistent model that isn't overly expensive.

Cons:

Frankly I haven't encountered any issues with Freshservice yet. There has been a single instance of downtime this year, and it was minor and resolved relatively quickly.

Reasons for choosing Freshservice

The pricing was better, and the sales support was more responsive.

Reasons for switching to Freshservice

We experienced many issues with FootPrints ranging from portal responsiveness, ease of use, and clarity for the users.

Taylor G.

Verified reviewer

Computer Software

51-200 employees

Used daily for less than 2 years

Review source

Reviewed January 2026

FreshService as a Support Portal

Easy to use, not cheap, but cost effective, and very extensible. Their account management and support teams are also quick to respond.

Ratings Breakdown

Ease of use

Value for money

Customer support

Functionality

Pros:

- Easy to setup and administer - Can customize easily through self-service configuration - Custom workflows can easily be incorporated with plugins - Large marketplace of integrations - Multiple brand/product support - ITSM automation to automate/perform managed services, not only internal IT. - Customer portal is easy to maintain.

Cons:

API limitations around QoS need to be better documented. New accounts can easily get locked if API usage is high. Is very much an ITSM system and my product support use-case isn't FreshWorks main target.

Reasons for choosing Freshservice

Ability to create custom plugins, price.

Reasons for switching to Freshservice

To consolidate systems to provide better visibility to internal teams.

Rogelio V.

Verified reviewer

Consumer Goods

1001-5000 employees

Used daily for more than 2 years

Review source

Reviewed January 2026

A great tool!

For some years, my experience has been great, adding new modules like Freshcaller and more Freddy AI integration. The users like it and it is a great and easy tool to manage

Ratings Breakdown

Ease of use

Value for money

Customer support

Functionality

Pros:

Ease of use, flexibility, and support. Is great value for the money. Pretty easy to manage and configure and has a lot of option

Cons:

The Analytics module. I think it is too complicated and not straightforward. The cost is high for some modules, but the basic product is really good

Reasons for switching to Freshservice

Cost and ease of use, the previous was good but Fresh offers more options

Niklas F.

Verified reviewer

Medical Practice

201-500 employees

Used daily for more than 2 years

Review source

Reviewed January 2026

Great value for money

All in all, I think Freshservice is great value for money and it gives you almost all the tools you need for small and medium sized companies. At a company of 300 users with a small IT team (meaning no team dedicated to ITSM systems), Freshservice has been great

Ratings Breakdown

Ease of use

Value for money

Customer support

Functionality

Pros:

The interface is easy to use, making it easy for me to delegate tasks to workspace admins for them to manage their own setup. The automation engine is also a great tool considering the price. In my experience, the team at Freshworks has been supportive whenever I needed them.

Cons:

In some areas, like the visible fields, I would like some more options for customizing it. Several apps/add-ins (such as the Intune integration) is still lacking compared to competition and appears unstable.

Reasons for choosing Freshservice

Pricing and the fact that we did not have a team dedicated to manage ITSM

Showing 1 - 10 of 651 Reviews

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