Sold by: Freshworks Inc.Â
Deployed on AWS
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Vendor Insights
Modernize IT and other business functions with a refreshingly easy-to-use, simple-to-configure IT service desk solution in the cloud.
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.comÂ
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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Features and programs
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Financing for AWS Marketplace purchases
AWS Marketplace now accepts line of credit payments through the PNC Vendor Finance program. This program is available to select AWS customers in the US, excluding NV, NC, ND, TN, & VT.
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)Â .
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.comÂ
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 capabilities with drag-and-drop actions and zero-code automation implementation
Multi-Channel Service Desk
Comprehensive support channels including email, self-service portal, mobile app, phone, chatbot, and feedback widgets
Enterprise Integration
Extensive ecosystem solutions with robust APIs for seamless integration with existing enterprise systems and tools
Asset Management
ITIL-compliant modules for tracking and managing organizational IT assets and resources
Service Management Analytics
Advanced analytics capabilities for monitoring and analyzing service desk performance and operational metrics
Multi-Channel Support
Provides support across web, social, mobile, messaging, live chat, email, and voice communication channels
AI-Powered Customer Service
Includes AI-powered bots and intelligent routing capabilities for automated customer interactions
Agent Workspace Integration
Centralized workspace with comprehensive customer context and over 1,200 pre-built integrations
Knowledge Management
Comprehensive knowledge base system for managing and organizing customer support information
Real-Time Analytics
Built-in real-time reporting and analytics tools for tracking and optimizing customer service performance
Workflow Automation
Code-free automation capabilities with ability to generate reports, create real-time updates, and send notifications across teams and tools
Multi-Level Access Control
Enterprise-grade platform with multi-level user permissions and granular audit logs for comprehensive security management
Service Management Platform
Integrated ticketing, project, asset, and knowledge base management system with cross-organizational collaboration features
AI-Powered Service Operations
AI building blocks enabling automated service processes including ticket routing, tagging, and self-service experiences
Advanced Reporting Capabilities
Real-time activity tracking with comprehensive reporting tools for data-driven decision making and trend identification
Validated by AWS Marketplace
FedRAMP
GDPR
HIPAA
ISO/IEC 27001
PCI DSS
SOC 2 Type 2
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No security profile
No security profile
Standard contract
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Customer reviews
2
3 ratings
3 AWS reviews
|
1281 external reviews
Star ratings include only reviews from verified AWS customers. External reviews can also include a star rating, but star ratings from external reviews are not averaged in with the AWS customer star ratings.
Fathy M.
Simple IT ticketing system
Reviewed on Sep 06, 2025
Review provided by G2
What do you like best about the product?
Simplicity, pricing plans , integrations
What do you dislike about the product?
not for big organization, it is okay for small to medium organizations
What problems is the product solving and how is that benefiting you?
orgnize IT Issues in one place, allowing help desk team to cooperate together to solve the issues and also document it
Higher Education
User friendly
Reviewed on Aug 14, 2025
Review provided by G2
What do you like best about the product?
User friendly. Very easy to search for my tickets.
What do you dislike about the product?
Less fields to be assessible right on my dashboard
What problems is the product solving and how is that benefiting you?
Ticketing system for our student services
Anh N.
Freshservice changes the way the campus works together
Reviewed on Aug 14, 2025
Review provided by G2
What do you like best about the product?
The ability to customize service catalog items
What do you dislike about the product?
I have not encountered things I dislike about Freshservice. However, ability to customize the system to meet business process is what I am interested in a lot.
What problems is the product solving and how is that benefiting you?
Freshservice portal breaks down the silo and ensure the students' inquiries are retained consistently across multiple units at the institution.
Justin A.
Powerful CRM and automation features
Reviewed on Aug 05, 2025
Review provided by G2
What do you like best about the product?
We have benefited from how well everything integrates—email, chat, phone support—it’s all in one place
What do you dislike about the product?
Customizing certain workflows or reports can take more time than expected—especially if you’re not technically inclined.
What problems is the product solving and how is that benefiting you?
We were struggling with scattered customer data, missed follow-ups, and no clear visibility into our sales pipeline. Freshworks CRM (Freshsales) helped us bring everything into one place—contacts, deals, emails, and activity timelines.
Hospital & Health Care
My Fresh service experience
Reviewed on Aug 05, 2025
Review provided by G2
What do you like best about the product?
it has a modern and clean UI, the customizable workflows, how quick and straightforward it was to deploy. it allows us to easily track and maintain good support to our staff. it is used everyday in our team. I like all the integration pieces it offers as well.
What do you dislike about the product?
maybe the customization of the UI in lower-tiers, other than that not much
What problems is the product solving and how is that benefiting you?
Repetitive tasks like onboarding, ticket triaging, approvals, and notifications took up too much time but with fresh service we are able to Custom workflows, approval chains, and automation rules handle tasks based on triggers, conditions, and actions