Sold by: Freshworks Inc.
Deployed on AWS
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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
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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 |
Dimensions summary
You buy Freshservice on a per-user (agent) basis under a contract. The four tiers stack in order: Starter, Growth, Pro, and Enterprise. Each higher tier builds on the one below it, adding more service management capabilities. Starter covers getting-started needs. Growth suits expanding businesses across lines of business. Pro combines IT service management, IT operations management, and project management for large organizations. Enterprise targets enterprise-wide service management. You pick one tier and pay for the number of users licensed. Pricing scales with both the tier you choose and your user count.
Top-of-mind questions for buyers
You pay per agent — the staff member who works on tickets, incidents, and service requests. Each named agent counts as one user. Some plans also offer occasional agents, giving access on a need basis rather than a full seat. You license the number of agents your team needs.
Each tier applies to all users under that contract, not just added ones. Higher tiers stack on lower ones. Growth adds service catalog, SLA, and cloud management. Pro adds problem, change, and release management. Enterprise adds AI-based insights. Moving up applies the new capability set across your licensed agents.
IT asset management uses a separate metric called Asset Units. Asset Units measure the number and type of assets tracked in the configuration database. They are bought in packs of 500, apart from your per-user agent licensing. So asset volume and agent count are billed on different scales.
www.freshworks.com
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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.
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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
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10
In IT Support, Project Management
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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.
Omnichannel Communication
Support across multiple channels including web, social, mobile, voice, messaging, live chat, and email with seamless conversational experiences
Knowledge Management
Comprehensive knowledge graph and knowledge management system integrated with AI agents for enhanced resolution capabilities
Pre-built and Custom Integrations
Over 1,200+ pre-built integrations available on the Zendesk App Marketplace with tools to create and configure custom experiences
Real-time Reporting and Analytics
Real-time reporting and analytics capabilities with measurement and 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
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Customer reviews
Akshith N.
Easy-to-Use ITSM Ticketing with a Modern UI and Smooth Onboarding
Reviewed on Aug 03, 2026
Review provided by G2
What do you like best about the product?
The ITSM capabilities and ticketing process are very easy to use, and the UI feels modern. Pricing is decent, and onboarding was quick and straightforward.
What do you dislike about the product?
The integrations are fine, but MCP still isn’t up to the mark. Also, the AI assistant, Freddy AI, doesn’t seem to have scalable AI features.
What problems is the product solving and how is that benefiting you?
The turnaround time, the closing tickets and it improved efficiency of the team
William G.
Highly Customizable and Easy to Personalize
Reviewed on Aug 01, 2026
Review provided by G2
What do you like best about the product?
Highly customizable. I can configure and personalize almost everything.
What do you dislike about the product?
So far, the only thing I dislike is the limited number of status portals I can create—it’s capped at ten.
What problems is the product solving and how is that benefiting you?
All my services are now visible. I can keep track of all my assets and stay in control of every process.
Alex L.
Easy to Use, Powerful Customization and Automation
Reviewed on Jul 28, 2026
Review provided by G2
What do you like best about the product?
It is very easy to use, and the customization and automation features greatly assist with daily tasks. The reporting tools also feature a great, intuitive interface for generating key metrics.
What do you dislike about the product?
Service ticket reports are kept separate from the Projects module, and I’m not able to consolidate that data into a single report. This makes it harder to get one unified view of everything in one place.
What problems is the product solving and how is that benefiting you?
It enabled ticket handling with the AI “Freddy,” which can retrieve information from our knowledge base, past tickets, incidents, and the change advisory board, and also suggest and refine text for user interactions.
Enrique L.
Clean, Customizable, and Fast—Freshservice Keeps Us Organized
Reviewed on Jul 24, 2026
Review provided by G2
What do you like best about the product?
I like the customization I can have even though out of the box is very good already. It looks nice and clean and of course we can brand it. It really saves us a lot of time and keeps our work organized and measurable. Automations and integrations are fantastic and very simple to use which enables us to further enhance the power and utility of the system. I absolutely love the community as well and the customer service when it comes to support. Performance-wise it has worked really well for us, the system is fast even when looking through many tickets, modules and reports load quite quickly and we have had very little to no downtime related to Freshworks incidents. The price is very decent for what we get as it is not as robust as Service Manager or Service Now for example, but we get all functionalities we need with the dev team constantly improving the system. We haven't really used AI much, but I notice there has been a lot of development in that area.
What do you dislike about the product?
I think there are some areas in different modules that could use a bit more love, however, all these improvements are shared in the community and are slowly rolled out as the team continues to develop so I can't really complain. One of such features would be the search functionality for example. One thing that we didn't like was how the price increase for asset management was handled for example, but that is more administrative than it is about the software itself. I would say in general though we are very satisfied with Freshservice.
What problems is the product solving and how is that benefiting you?
IT Service Management in general. It is the core system to our now centralized service desk so it helps us mainly to handle all tickets that we get from all our companies worldwide in an organized way fueled by ITIL best practices. It also helps us integrate with our partners and providers almost seamlessly so we can have better communication and collaboration with them. In general, the value we get from Freshservice is very evident on our own work as well as on the value we provide to our customers. Now we handle many more cases internally in a very efficient way than we did before Freshservice when we outsourced most of our support.
Anonymous
Effortless ITIL Compliance and Ticketing Management
Reviewed on Jul 22, 2026
Review provided by G2
What do you like best about the product?
I really like the traceability of tickets in Freshservice, being able to see everything that has happened in one place. It's very aligned to ITIL, which is great because it's straightforward to implement ITIL in a business that hasn't had it before and ensuring best practices are followed. I also appreciate being able to set custom rules and logic for ticket flows. The setup was super easy, with familiar navigation and process, so no new training was required.
What do you dislike about the product?
I find the in-built Freddy AI in Freshservice to be very generic and would love the option to integrate with an MCP server to utilize Claude or ChatGPT instead. Being able to export data to Claude for generating responses or have Claude and ChatGPT generate suggested follow-ups and diagnose tickets before I get to them would enhance the experience significantly.
What problems is the product solving and how is that benefiting you?
I use Freshservice for tracking IT incidents and requests. It keeps everything in one place, ensuring changes are logged properly. It's aligned with ITIL, so following best practices is straightforward.