--- description: Review of Freshservice Software: system overview, features, price and cost information. Get free demos and compare to similar programs. image: https://gdm-localsites-assets-gfprod.imgix.net/images/software_advice/og_logo-55146305bbe7b450bea05c18e9be9c9a.png title: Freshservice | Reviews, Pricing & Demos - SoftwareAdvice AU --- Breadcrumb: [Home](/) > [ITSM Tools](/directory/4296/itsm/software) > [Freshservice](/software/436317/freshservice) # Freshservice Canonical: https://www.softwareadvice.com.au/software/436317/freshservice Page: 1 / 30\ Next: [Next page](https://www.softwareadvice.com.au/software/436317/freshservice?page=2) > 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. > > Verdict: Rated **4.5/5** by 728 users. Top-rated for **Likelihood to recommend**. ----- ## Quick Stats & Ratings | Metric | Rating | Detail | | **Overall** | **4.5/5** | 728 Reviews | | Ease of Use | 4.6/5 | Based on overall reviews | | Customer Support | 4.6/5 | Based on overall reviews | | Value for Money | 4.4/5 | Based on overall reviews | | Features | 4.3/5 | Based on overall reviews | | Recommendation percentage | 90% | (9/10 Likelihood to recommend) | ## About the vendor - **Company**: Freshworks - **Location**: San Mateo, US - **Founded**: 2011 ## Commercial Context - **Starting Price**: USD 19.00 - **Pricing model**: Per User (Free Trial) - **Pricing Details**: 14-day free trial, no credit card required. - **Target Audience**: Self Employed, 2–10, 11–50, 51–200, 201–500, 501–1,000, 1,001–5,000, 5,001–10,000, 10,000+ - **Deployment & Platforms**: Cloud, SaaS, Web-based, Android (Mobile), iPhone (Mobile), iPad (Mobile) - **Supported Languages**: Chinese, Dutch, English, French, German, Italian, Japanese, Polish, Portuguese, Russian, Spanish, Swedish, Thai, Traditional Chinese, Turkish, Vietnamese - **Available Countries**: Australia, Austria, Bahrain, Belgium, Brazil, Brunei, Cambodia, Canada, Chile, China, Colombia, Costa Rica, Czechia, Denmark, Ecuador, Finland, France, Germany, Greece, Hong Kong SAR China and 41 more ## Features - AI Copilot - AI Summarization - API - Access Controls/Permissions - Active Directory Integration - Activity Dashboard - Activity Tracking - Alerts/Escalation - Alerts/Notifications - Analytics - Approval Process Control - Approval Workflow - Asset Discovery - Asset Lifecycle Management - Asset Tracking - Assignment Management - Audit Management - Audit Trail - Automated Discovery - Automated Responses ## Integrations (54 total) - Amazon Redshift - Azure DevOps Server - BambooHR - Box - ClickUp - Copper - Docusign - Dropbox Business - Dynamics 365 - FreshBooks - Freshchat - FullContact - GitHub - Google Analytics 360 - Google Calendar ... and 39 more integrations ## Support Options - Email/Help Desk - FAQs/Forum - Knowledge Base - Phone Support - 24/7 (Live rep) - Chat ## Category - [ITSM Tools](https://www.softwareadvice.com.au/directory/4296/itsm/software) ## Related Categories - [Business Continuity Software](https://www.softwareadvice.com.au/directory/4137/business-continuity/software) - [Knowledge Base Software](https://www.softwareadvice.com.au/directory/3898/knowledge-base/software) - [Inventory Management Software](https://www.softwareadvice.com.au/directory/4490/inventory-management/software) - [Contract Management Software](https://www.softwareadvice.com.au/directory/4157/contract-management/software) - [Help Desk Software](https://www.softwareadvice.com.au/directory/4160/help-desk/software) ## Alternatives 1. [Zendesk Suite](https://www.softwareadvice.com.au/software/26892/zendesk-talk) — 4.4/5 (4080 reviews) 2. [Freshdesk](https://www.softwareadvice.com.au/software/110247/freshdesk) — 4.5/5 (3440 reviews) 3. [Milvus](https://www.softwareadvice.com.au/software/246233/milvus) — 4.8/5 (298 reviews) 4. [LiveAgent](https://www.softwareadvice.com.au/software/109980/liveagent) — 4.7/5 (1787 reviews) 5. [MaintainX](https://www.softwareadvice.com.au/software/116409/maintainx) — 4.8/5 (1038 reviews) ## Reviews ### "IT tickets, simplified" — 5.0/5 > **Ellie** | *29 May 2026* | Education Management | Recommendation rating: 9.0/10 > > **Pros**: IT ticket submission and tracking easy, with a good UX and simple ways to see the status of your request (which is really important since IT is so central to my job\!) > > **Cons**: Too many emails\! I wish it was easier to opt out so that you could only get the info you really need ----- ### "Freshservice is now boosting its AI features for ITSM" — 4.0/5 > **Lex** | *15 May 2026* | Logistics & Supply Chain | Recommendation rating: 8.0/10 > > **Pros**: 1. ease of use, and its ready-to-use functionalities 2. they have seamless updates every month with no disruption or downtime 3. their self-service portal is now AI-generated response enabled > > **Cons**: 1. no access to back-end tables 2. if the functionality is not available, there is no way for customization. you have to wait for a feature enhancement > > Last year, I have rated Freshservice with below expectation ratings due to restricted platform customization. However, this year the platform made significant improvements and their enhancements sky-rocketed our agent and user experience. ----- ### "Helpdesk Tool That Works" — 5.0/5 > **Dan** | *11 February 2026* | Leisure, Travel & Tourism | Recommendation rating: 8.0/10 > > **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. ----- ### "Reliable ITSM tool with Strong Automation and Clean UI" — 5.0/5 > **Mahesh** | *16 March 2026* | Information Services | Recommendation rating: 9.0/10 > > **Pros**: Freshservice provides a well-structured ITSM platform with a clean UI and smooth ticket lifecycle management. Incident, problem, and change management workflows are easy to configure and help standardize support operations. Automation rules and workflow orchestration reduce manual effort and improve response efficiency. The platform also integrates well with other tools, which helps maintain better visibility across IT operations. Overall, it improves team collaboration, request tracking, and service delivery performance. > > **Cons**: Some advanced configurations require time to understand, especially when setting up complex workflow automations and integrations. Reporting customization can also be limited for organizations that require very detailed analytics. Initial setup for large environments may require careful planning to properly configure service catalogs, asset management, and automation rules. > > Overall, my experience with Freshservice has been very positive \& Great. It provides a reliable ITSM platform that simplifies incident management processes. The UI is well designed and feels modern, making navigation and daily operations easier for IT teams. The ticketing system is well organized, automation features help reduce manual workload and the platform offers good visibility into IT operations. It also supports better collaboration between IT teams through centralized request tracking and workflow management. With proper configuration, Freshservice can significantly improve service delivery efficiency and operational control. ----- ### "Freshservice review" — 5.0/5 > **Tomas** | *25 May 2026* | Computer Software | Recommendation rating: 10.0/10 > > **Pros**: Freshservice is extremely easy to use for L1/L2 IT helpdesk Agents. Quite good value for money too. Perfect system ergonomy while using the main (basic) setup (Incident, Change, Problem, Project, Task, CMDB...) > > **Cons**: Quite often there are great ideas with poor implementation. Sometimes I am not sure if/how product team works with development. Sometimes more user testing would be needed. > > Overall? Great? Customer support is mostly responding quite quickly. From time to time was unclear expectation on my end when something will be fixed. Also there could be a bit more of face to face customer interactions. ----- Page: 1 / 30\ Next: [Next page](https://www.softwareadvice.com.au/software/436317/freshservice?page=2) ## Links - [View on SoftwareAdvice](https://www.softwareadvice.com.au/software/436317/freshservice) ## This page is available in the following languages | Locale | URL | | de | | | en | | | en-AU | | | en-GB | | | en-IE | | | en-NZ | | | fr | | ----- ## Structured Data