Sold by: Freshworks Inc.
Deployed on AWS
Free Trial
Vendor Insights
AWS Free Tier
Modernize IT and other business functions with a refreshingly easy-to-use, simple-to-configure IT service desk solution in the cloud.
4.6
Overview
Freshservice provides an intelligent, right-sized service management solution for modern businesses of all sizes. Freshservice does this by taking a fresh approach to building and delivering modern employee experiences and unified service management businesses to achieve efficiency, fast time-to-value, and improved employee satisfaction and productivity.
Use-cases: MSP, ESM, ITSM, PPM, ITAM & ITOM
Plans & Pricing: Each plan has a different feature set & pricing (freshservice.com/pricing)
Some of the main features available in the most popular plan (PRO) are:
- ITIL Modules & Asset Management
- Alert Management
- Project Management
- Purchase Order Management
- Analytics Pro
- SaaS Management
DISCLAIMER : We have listed only one plan here(which is most popular), other plans can be procured via AWS Marketplace via Private offer.
For Additional queries, Different plan options, Custom / Volume Pricing via Private Offer please contact us at channels-awsportal@freshworks.com
Highlights
- Reduce costs and agent workload with advanced capabilities such as Workflow Automator and build powerful automation with simple drag-and-drop actions and zero coding effort.
- Empower employees to help themselves with end-to-end multichannel self-service with intelligent chatbots, and to reach IT support via the channel of their choice such as email, a self-service portal, mobile app, phone, chatbot, and feedback widgets.
- Integrate seamlessly with enterprise systems and your existing tools with our extensive ecosystem solutions, marketplace apps, and robust APIs for service desk integrations.
Details
Sold by
Delivery method
Deployed on AWS
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Pricing
Free trial
Try this product free according to the free trial terms set by the vendor.
Pricing is based on the duration and terms of your contract with the vendor. This entitles you to a specified quantity of use for the contract duration. If you choose not to renew or replace your contract before it ends, access to these entitlements will expire.
Additional AWS infrastructure costs may apply. Use the AWS Pricing Calculator to estimate your infrastructure costs.
Dimension | Description | Cost/month |
|---|---|---|
Pro | ITSM + ITOM + Project Management for large organizations | $119.00 |
Growth | For growing businesses across their LOBs | $59.00 |
Enterprise | Service management solution for enterprises | $167.00 |
Starter | For getting started | $29.00 |
Vendor refund policy
Unless otherwise specified in these Terms or a Form or a Service Plan, all Subscription Charges are nonrefundable. No refunds shall be issued for partial use or non-use of the Service(s) by You provided however You shall be eligible for a pro-rated refund of the Subscription Charges for the remainder of the Subscription Term if You terminate Your Account as a result of a material breach of these Terms by Us.
Custom pricing options
Request a private offer to receive a custom quote.
Legal
Vendor terms and conditions
Upon subscribing to this product, you must acknowledge and agree to the terms and conditions outlined in the vendor's End User License Agreement (EULA) .
Content disclaimer
Vendors are responsible for their product descriptions and other product content. AWS does not warrant that vendors' product descriptions or other product content are accurate, complete, reliable, current, or error-free.
Delivery details
Software as a Service (SaaS)
SaaS delivers cloud-based software applications directly to customers over the internet. You can access these applications through a subscription model. You will pay recurring monthly usage fees through your AWS bill, while AWS handles deployment and infrastructure management, ensuring scalability, reliability, and seamless integration with other AWS services.
Resources
Support
Vendor support
We offer free support for all our customers. We provide a 247 email support and 245 Chat/Phone support support@freshservice.com
AWS infrastructure support
AWS Support is a one-on-one, fast-response support channel that is staffed 24x7x365 with experienced and technical support engineers. The service helps customers of all sizes and technical abilities to successfully utilize the products and features provided by Amazon Web Services.
Updated weekly
Top
10
In IT Support, Project Management
Top
10
In Contact Center, CRM, IT Business Management
Top
10
In ITSM Solutions
Sentiment is AI generated from actual customer reviews on AWS and G2
Functionality
Ease of use
Customer service
Cost effectiveness
Positive reviews
Mixed reviews
Negative reviews
AI generated from product descriptions
Workflow Automation
Advanced workflow automation capabilities with drag-and-drop interface requiring zero coding effort to reduce manual tasks and agent workload.
Multichannel Self-Service
End-to-end self-service support across multiple channels including email, self-service portal, mobile app, phone, chatbot, and feedback widgets with intelligent chatbot capabilities.
ITIL Compliance and Asset Management
ITIL-aligned modules with comprehensive asset management functionality for IT service management operations.
Enterprise Integration
Extensive ecosystem of marketplace applications and robust APIs enabling seamless integration with enterprise systems and existing tools.
Analytics and Reporting
Analytics Pro capabilities for monitoring and reporting on service desk performance and operational metrics.
AI-Powered Automation
AI agents capable of handling customer issues from start to finish with automated resolution capabilities
Multi-Channel Support
Support across web, social, and mobile channels with unified agent workspace for centralized conversation management
Knowledge Management System
Knowledge graph and knowledge management capabilities for organizing and accessing customer service information
Integration Ecosystem
Over 1,200 pre-built integrations with native AWS connectivity and custom integration configuration tools
Real-Time Analytics and Reporting
Built-in analytics, real-time reporting, and measurement insights for monitoring service performance and outcomes
Ticketing and Request Management
Centralized ticketing system for managing and tracking service requests and incidents with SLA compliance capabilities
Workflow Automation
Code-free automation builder enabling custom workflows for ticket routing, tagging, notifications, and CSAT survey distribution
Multi-level Access Control and Audit Logging
Multi-level user permissions with granular audit logs for security and compliance management
Integrated Knowledge Management
Unified platform combining ticketing, projects, assets, and knowledge base management in a single interface
Real-time Reporting and Analytics
Advanced reporting capabilities with real-time activity visibility and data-driven insights for trend identification and proactive service delivery
Standard contract
No
No
No
Customer reviews
Information Technology and Services
Free Help Desk Setup with Clear, Helpful Documentation
Reviewed on May 18, 2026
Review provided by G2
What do you like best about the product?
Its free service is good enough to get started with a professional help desk setup. The documented guidelines are clear and make my work easier.
What do you dislike about the product?
I think they should include some premium features in the lower-tier plans, and even offer a few of them in the free version. That way, users can get more familiar with Freshservices, and overall adoption would increase significantly.
What problems is the product solving and how is that benefiting you?
Tickets amd knowledgebase.
Lucas R.
Transformed Our Management with Integration and Flexibility
Reviewed on May 13, 2026
Review provided by G2
What do you like best about the product?
Currently, we are using Freshservice for comprehensive management of our environment, which includes business areas such as HR and Marketing. The main advantage is that we can now centralize information that was previously segregated across various portals. I really like the ease of integrating other tools into it and the flexibility it offers. Additionally, Freshservice helps us automate tasks that were previously manual, such as the automatic creation of users. We also managed to integrate it with SCCM for automatic software installation via PowerShell orchestration. The initial implementation was quite easy, done by a partner vendor.
What do you dislike about the product?
The ticket routing that currently cannot be configured within the catalog, which forces us to create it via flow automation. Within the catalog item, there should be a field for me to define the group that the ticket will open in that catalog.
What problems is the product solving and how is that benefiting you?
Freshservice solves our problem of centralizing information. Now, everything is in the service center. With it, we automate previously manual tasks, such as the automatic creation of users.
Davi A.
Powerful Ticketing, SLAs, Automations, and Analytics That Boost Agent Organization
Reviewed on May 13, 2026
Review provided by G2
What do you like best about the product?
Ticket categories, Service Request, SLAs, Automator Flow, Analytics/Dashboard module, among others, greatly helped for greater agent organization, time management and Admin monitoring. It could be a little faster on the loading times, but the functionality makes up for it.
Pricing can be steep the more agents onboard, but the support and Ai tools offered can be a plus if needed.
API endpoint integrations also helps, along with the client portal allowing code customization for better visuals.
Pricing can be steep the more agents onboard, but the support and Ai tools offered can be a plus if needed.
API endpoint integrations also helps, along with the client portal allowing code customization for better visuals.
What do you dislike about the product?
It could be a little faster on the loading times for pages/modules
Pricing can be steep the more agents onboard, also for Ai tools.
Analitycs module can be VERY lacking in customizations sometimes, compared to Power BI for example.
Visuals can be cluttered sometimes.
Pricing can be steep the more agents onboard, also for Ai tools.
Analitycs module can be VERY lacking in customizations sometimes, compared to Power BI for example.
Visuals can be cluttered sometimes.
What problems is the product solving and how is that benefiting you?
Ticket creation, ticket categories, Service Request, SLAs, Automator Flow, Analytics/Dashboard module, among others, greatly helped for greater agent organization, time management and Admin monitoring.
Rob E.
Effortless Setup and User-Friendly IT Portal
Reviewed on May 12, 2026
Review provided by G2
What do you like best about the product?
I like Freshservice for its ease of configuration compared to our previous system, Jira. The setup is fairly easy and easily expandable. It works fast, the UI is easily navigable, and end-users prefer it over Jira. The Freshservice portal also allows users to provide more detailed IT requests, which helps smoothen the process.
What do you dislike about the product?
Nothing
What problems is the product solving and how is that benefiting you?
I use Freshservice to regain control over our IT system and procedures. It's easily configurable and expandable compared to Jira, and its fast, user-friendly UI is preferred by end-users, making the IT request process smoother.
Newspapers
Less friction, better context, faster resolutions
Reviewed on May 12, 2026
Review provided by G2
What do you like best about the product?
What I appreciate most about Freshservice is how little friction it puts between me and the work. The agent interface is clean and intuitive, search returns what I'm actually looking for, and integrated asset management gives me real context on every ticket. Workflows, approvals, and the service catalog are easy to build and maintain, and reporting answers my questions out of the box without forcing me to fight the query builder.
What do you dislike about the product?
My biggest frustration with Freshservice is around integrations and sync behavior with external systems. The Jamf connector, for example, is additive-only and doesn't propagate deletions, so stale records accumulate and require periodic manual cleanup to keep inventory accurate. Beyond that, some of the deeper customization and reporting capabilities feel constrained at this tier, occasionally forcing workarounds rather than clean solutions.
What problems is the product solving and how is that benefiting you?
Freshservice has consolidated our ticketing, asset management, and service catalog into one platform, which has eliminated a lot of the context-switching and manual reconciliation we used to deal with. Tickets now carry the full picture of the requester and their hardware, which speeds up troubleshooting and reduces back-and-forth. Workflow automation handles routine approvals and routing that used to require manual triage, freeing up agent time for higher-value work. The cleaner agent experience and usable reporting have also made it easier to measure where we're spending time and where we can improve, so the benefit isn't just faster resolutions but better visibility into the service we're delivering.