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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Security credentials achieved
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ISO27001
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 | $115.00 |
Growth | For growing businesses across their LOBs | $59.00 |
Enterprise | Service management solution for enterprises | $145.00 |
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
No
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No
Customer reviews
2
3 ratings
3 AWS reviews
|
1271 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.
Luis David H.
Excellent
Reviewed on Jun 14, 2025
Review provided by G2
What do you like best about the product?
We love the easy way to get real-time metrics from our help desk and the way to have everything centralized
What do you dislike about the product?
The payment method per agent, we would like to have more agents and have our entire process centralized, but it is very expensive
What problems is the product solving and how is that benefiting you?
the way to measure the work of agents
Brian G.
The best service desk platform
Reviewed on Jun 06, 2025
Review provided by G2
What do you like best about the product?
Freshservice has been a valuable tool, that is not only cost friendly, but also user friendly. It has helped our organization stay focused and streamlined a lot of processes.
What do you dislike about the product?
The only downside we have seen are little issues. Sometimes you can't report on everything or every metric.
What problems is the product solving and how is that benefiting you?
Freshservice has eliminated so many siloed process and operationalized shared mailboxes.
Retail
Streamlined IT Service Management with Freshservice
Reviewed on Jun 05, 2025
Review provided by G2
What do you like best about the product?
I like that Freshservice offers a highly intuitive interface combined with powerful automation capabilities. Setting up workflows for ticket routing, approvals, and asset management was straightforward, which has noticeably reduced our response times and improved team collaboration. Its built-in reporting and dashboards provide real-time visibility into SLAs and help identify bottlenecks so we can proactively address issues.
What do you dislike about the product?
Some advanced customization—such as deeply granular conditional logic in workflows—can feel limiting, making it difficult to tailor every scenario exactly as needed. Additionally, occasional performance slowdowns occur when dealing with very large ticket queues or extensive asset inventories, which can impact user experience during peak times.
What problems is the product solving and how is that benefiting you?
Freshservice is solving the challenge of fragmented, manual IT and business request processes by providing a centralized, automated ticketing and workflow engine; this means instead of juggling emails, spreadsheets, and ad-hoc approvals, our teams follow standardized, self-service workflows for everything from access requests to hardware provisioning. That automation and visibility have reduced our average ticket resolution time by over 50%, cut manual follow-ups in half, and driven SLA compliance to above 95%, which in turn frees our IT staff to focus on strategic projects rather than routine break-fix tasks. Ultimately, having a single source of truth for incidents, changes, and assets has eliminated operational bottlenecks, minimized service disruptions, and significantly improved end-user satisfaction.
Noel L.
Positive so far
Reviewed on May 31, 2025
Review provided by G2
What do you like best about the product?
Reporting is automated which helps me and the team
What do you dislike about the product?
New system for team and need to get used to it
What problems is the product solving and how is that benefiting you?
Automation and ticket management
Mariana L.
Feedback on Fresh Service Webinar
Reviewed on May 30, 2025
Review provided by G2
What do you like best about the product?
What I like most about Freshservice is the intuitive interface and process automation, which make ticket management easier and increase team efficiency. Additionally, the self-service portal helps reduce the number of repetitive tickets.
What do you dislike about the product?
Although Freshservice is a very efficient tool, I believe that some reports could be more customizable and detailed to further facilitate performance analysis. Additionally, some integrations require manual adjustments that could be more automated.
What problems is the product solving and how is that benefiting you?
Freshservice is helping us centralize and automate ticket management, reducing manual errors and increasing efficiency in customer service. Additionally, it facilitates the monitoring of SLAs and performance metrics, ensuring a more agile and organized service for our IT team.