Freshservice

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SoftwareWorld Editorial Review

Why SoftwareWorld Chooses Freshservice

"IT teams often turn to Freshservice when managing internal support requests starts getting difficult to track. It helps organize tickets, handle asset information, and keep service requests moving without things falling through the cracks. IT service management becomes much easier to oversee, especially for mid-sized teams dealing with a high volume of daily requests. That said, very small businesses with minimal IT needs may find the platform more than they actually require."
SoftwareWorld Review Team
SoftwareWorld Highly Recommended 2026
Decision Snapshot

Freshservice Evaluation Snapshot

Review the most important product facts, official access information, and SoftwareWorld’s page-level trust standards in one place.

User RatingNot rated yet
Starting Price$15.89 / month
Free TrialAvailable
Free VersionNo
APIAvailable
DeploymentCloud Hosted
HeadquartersUnited States
✎
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Product Overview

Freshservice Overview

Product description, media, company details, support, training, deployment, customer size, languages, and industries.

About Freshservice

Freshservice is a dynamic platform designed to streamline and enhance your IT service management. It can allow you to automate tedious tasks for efficient issue resolution. It enables seamless collaboration among team members to foster a productive work environment. This platform provides a user-friendly interface so users can easily navigate and access the tool. Freshservice offers customizable features that cater to your specific needs, providing a tailored experience. It allows businesses to stay organized and focused by centralizing IT services. In essence, Freshservice empowers teams by offering a comprehensive solution that enables effective communication, facilitates problem-solving, and ensures a smoother workflow.
Company Freshworks
Founded 2010
Headquarters United States
Employees 1000+

Support

24x7 Support Email Phone Chat Knowledge Base

Training

In-person Webinar Documentation

Licensing & Deployment

Proprietary Cloud Hosted Web-Based iPhone Android

Typical Customers

Small-Business Midsize-Business Large-Enterprise-Business
Languages Supported 10 languages available
Dutch English French German Italian Polish Portuguese Russian Spanish Swedish
Industries Served 2 industries available
Computer Hardware Managed Service Provider (MSP)

Why Choose Freshservice

Problem it Solves

  • Problem it Solves Streamlining IT Service Management For Improved Efficiency And User Satisfaction

Target Users

  • Target Users IT Support Teams
  • Target Users HR Departments
  • Target Users Facilities Management Teams
  • Target Users Customer Service Teams
  • Target Users Finance Departments

Core Use Case

  • Core Use Case Streamline IT Support Processes
  • Core Use Case Automate Ticket Management
  • Core Use Case Enhance Service Delivery
  • Core Use Case Monitor IT Assets
  • Core Use Case Improve Incident Response

USP

  • USP Streamline IT Support With Intuitive And Efficient Service Management

Pros

  • Pros Ticket routing automation cuts down manual triage work significantly
  • Pros Clean interface means agents spend less time learning, more doing
  • Pros Built-in asset management keeps hardware and software tracking in one place
  • Pros Change management workflows help teams avoid costly deployment mistakes
  • Pros Scales well from small IT teams to large enterprise operations
  • Pros Native integrations with Slack, Jira, and Microsoft tools work reliably
  • Pros AI-powered suggestions surface relevant solutions before agents even start typing
  • Pros Reporting dashboards give IT leads clear visibility without custom coding

Cons

  • Cons Reporting depth may frustrate teams needing advanced analytics dashboards
  • Cons Implementation demands significant internal effort before teams see real value
  • Cons Pricing structure scales quickly once advanced compliance modules are added
  • Cons Interface navigation feels dense when managing multiple simultaneous audit workflows
Editorial Buyer Guidance

Who Is Freshservice Best For?

Review the buyer problem, target users, practical use cases, and product differentiator identified by the SoftwareWorld review team.

Problem It Solves

Streamlining IT Service Management For Improved Efficiency And User Satisfaction

Target Users

  • IT Support Teams
  • HR Departments
  • Facilities Management Teams
  • Customer Service Teams
  • Finance Departments

Core Use Cases

  • Streamline IT Support Processes
  • Automate Ticket Management
  • Enhance Service Delivery
  • Monitor IT Assets
  • Improve Incident Response

Unique Selling Point

Streamline IT Support With Intuitive And Efficient Service Management

Strengths and Limitations

Freshservice Pros & Cons

Consider the practical advantages and limitations identified through SoftwareWorld's product assessment.

+

Pros

  • Ticket routing automation cuts down manual triage work significantly
  • Clean interface means agents spend less time learning, more doing
  • Built-in asset management keeps hardware and software tracking in one place
  • Change management workflows help teams avoid costly deployment mistakes
  • Scales well from small IT teams to large enterprise operations
  • Native integrations with Slack, Jira, and Microsoft tools work reliably
  • AI-powered suggestions surface relevant solutions before agents even start typing
  • Reporting dashboards give IT leads clear visibility without custom coding
!

Cons

  • Reporting depth may frustrate teams needing advanced analytics dashboards
  • Implementation demands significant internal effort before teams see real value
  • Pricing structure scales quickly once advanced compliance modules are added
  • Interface navigation feels dense when managing multiple simultaneous audit workflows
Category-Based Capabilities

Freshservice Features

Each category combines the selected software category, its category-specific description, and the features assigned to that category.

Inventory Management Software 32 selected features Open category ↗ ⌄
Reorder Management Vendor Managed Inventory Barcode/Ticket Scanning Returns Management Multi-Currency Sales Reports Purchase Order Management Inventory Optimization Inventory Management Real Time Data Multi-Channel Management Cost Tracking Invoice Management Retail Inventory Management Kitting eCommerce Management Customer Database Product Identification Shipping Management Reporting/Analytics Multi-Location Inventory Control Forecasting Warehouse Management Supplier Management Point of Sale (POS) Alerts/Notifications Accounting Integration Status Tracking Order Management Inventory Auditing Inventory Replenishment
Knowledge Management Software 26 selected features Open category ↗ ⌄
Cataloging/Categorization Knowledge Base Management Single Sign On Communication Management SSL Security Text Editing Activity Tracking Social Media Integration Access Controls/Permissions Decision Support Document Management Collaboration Tools Drag & Drop Live Chat Surveys & Feedback Self Service Portal Alerts/Notifications Full Text Search Commenting/Notes Discussions/Forums Tagging Widgets Content Management Content Library Multi-Language Calendar Management
MSP Software 29 selected features Open category ↗ ⌄

Freshservice's MSP edition centralizes multi-client ticketing, SLAs, and billing in one platform. It offers customer-specific service catalogs, automated workflows, and asset tracking across client environments. With Freddy AI assisting triage and resolution, MSPs manage multiple clients efficiently from a single, unified dashboard.

Help Desk Management Event Logs CRM Activity Tracking Server Monitoring Issue Management Self Service Portal Billing & Invoicing Configuration Management Dashboard Compliance Management Real Time Updates Project Management Patch Management SLA Management Remote Monitoring & Management Backup and Recovery Inventory Management Support Ticket Management Incident Management Maintenance Scheduling Policy Management Anti Virus IT Asset Tracking Task Management Real Time Analytics Performance Metrics Active Directory Integration Contract/License Management
Business Continuity Software 18 selected features Open category ↗ ⌄
Monitoring Alerts/Notifications Disaster Recovery Backup and Recovery Risk Assessment Activity Dashboard Incident Management Policy Management Secure Data Storage Action Management Vulnerability Management Document Management Multi-Channel Communication Risk Management Emergency Notification Crisis Management Business Impact Analysis Compliance Management
Complaint Management Software 26 selected features Open category ↗ ⌄
Routing Multi-Channel Communication Case Management Issue Tracking Activity Dashboard Email Templates Prioritization Customer Service Analytics Forms Management Knowledge Base Management Access Controls/Permissions Feedback Management Chat/Messaging Real Time Notifications Customer Complaint Tracking Self Service Portal Social Media Integration Support Ticket Management Interaction Tracking Survey/Poll Management Email Management Alerts/Escalation Live Chat Collaboration Tools Canned Responses SLA Management
Help Desk Software 26 selected features Open category ↗ ⌄

Freshservice is a cloud-based ITSM help desk software that helps IT teams manage incidents, assets, and change requests. It offers ticketing, a self-service portal, service catalog, and CMDB for asset tracking. With Freddy AI for routing and suggestions, IT teams resolve issues faster and stay ITIL-compliant.

Automated Routing Call Center Management Real-Time Chat Performance Metrics Customer Database Self Service Portal SLA Management CRM Real Time Notifications Multi-Channel Communication Support Ticket Management Surveys & Feedback Document Storage Social Media Integration Alerts/Escalation Prioritization Workflow Configuration Ticket Management Reporting/Analytics Access Controls/Permissions IT Asset Management Email Management Customer History Interaction Tracking Knowledge Base Management Remote Access/Control
ITSM Software 30 selected features Open category ↗ ⌄
Service Catalog Alerts/Escalation Multi-Channel Communication Configuration Management Inventory Management Approval Process Control Contract/License Management Asset Tracking Prioritization Activity Tracking Change Management Knowledge Base Management Self Service Portal Incident Management Alerts/Notifications Chat/Messaging Project Management SLA Management Access Controls/Permissions Problem Management Availability Management Support Ticket Management Surveys & Feedback Help Desk Management Capacity Management Release Management Asset Lifecycle Management Task Management Audit Trail Remote Access & Monitoring
IT Management Software 29 selected features Open category ↗ ⌄
Change Management SLA Management Activity Tracking Knowledge Management Dashboard Audit Management Self Service Portal Patch Management Capacity Management Configuration Management License Management Alerts/Notifications Inventory Management Compliance Management Remote Access/Control Server Monitoring Event Logs Task Management Incident Management SSL Security Audit Trail Access Controls/Permissions Ticket Management Maintenance Scheduling Chat/Messaging Issue Auditing IT Asset Tracking IT Risk Management Network Security
Customer Satisfaction Software 23 selected features Open category ↗ ⌄
Trend Analysis Survey/Poll Management Data Visualization Reporting/Analytics Chat/Messaging CRM Feedback Management Customer Segmentation Customer Database SMS Messaging Visual Analytics Email Management Engagement Tracking Multi-Channel Communication Complaint Monitoring Customer Experience Management Sentiment Analysis Performance Metrics Social Media Integration Customer Journey Mapping NPS Survey CES Survey CSAT Survey
IT Project Management Software 29 selected features Open category ↗ ⌄
Requirements Management Commenting/Notes Access Controls/Permissions Milestone Tracking Issue Management Project Planning Calendar Management Status Tracking Scrum Project Management Drag & Drop Document Management Portfolio Management Collaboration Tools Real Time Reporting Product Roadmapping Time & Expense Tracking Real Time Notifications Prioritization Gantt/Timeline View Search/Filter Testing/QA Management Resource Management Task Management Project Tracking Agile Methodologies Budget Management Kanban Board Change Management Release Management
Issue Tracking Software 27 selected features Open category ↗ ⌄
Issue Scheduling Customizable Reports Real Time Notifications Chat/Messaging Help Desk Management Assignment Management Task Management Collaboration Tools Role-Based Permissions Commenting/Notes Ticket Management Alerts/Notifications Projections Multi-Channel Communication Recurring Issues Issue Tracking Knowledge Base Management Email Management Support Ticket Tracking Monitoring Project Management Issue Auditing Prioritization Task Progress Tracking Self Service Portal Surveys & Feedback SLA Management
Asset Tracking Software 23 selected features Open category ↗ ⌄
Activity Tracking Location Tracking Work Order Management Audit Management Contract/License Management Inventory Management Equipment Tracking Reservations Management Cost Tracking Maintenance Management Inventory Tracking Barcoding/RFID Disposal Management Check-in/Check-out Asset Lifecycle Management Compliance Management Maintenance Scheduling IT Asset Tracking Multi-Location Depreciation Management Fixed Asset Management Purchase Order Management GPS
Change Management Software 9 selected features Open category ↗ ⌄
Approval Workflow Training Management Task Management Audit Trail Change Planning Release Management Change Tracking Compliance Management Prioritization
CMDB Software 19 selected features Open category ↗ ⌄
Change Management Performance Monitoring Contract/License Management Device Auto Discovery API IT Asset Management Data Visualization Impact Management Service Level Agreement (SLA) Management License Management Relationship Mapping Inventory Management Configuration Management Compliance Management Knowledge Base Management Workflow Management Asset Lifecycle Management Prioritization IT Asset Tracking
Contract Management Software 17 selected features Open category ↗ ⌄
Version Control Completion Tracking Team Collaboration Audit Trail Contact Management Compliance Tracking Electronic Signature Workflow Management Digital Signature Data Extraction Customizable Branding Pre-built Templates Approval Process Control Full Text Search Document Storage Reminders CRM
Incident Management Software 15 selected features Open category ↗ ⌄
Safety Incident Management Investigation Management On Call Scheduling Corrective and Preventive Actions (CAPA) Alerts/Notifications Disaster Recovery Task Management Workflow Management Incident Reporting Audit Trail OSHA Compliance Status Tracking Communications Management IT Incident Management Ticket Management
IT Asset Management Software 16 selected features Open category ↗ ⌄
Contract/License Management Compliance Tracking Cost Tracking Procurement Management Supplier Management Configuration Management Asset Tracking Maintenance Management Reporting/Analytics Audit Management Inventory Management Change Management Requisition Management Support Ticket Management Barcode/Ticket Scanning Alerts/Notifications
IT Documentation Software 13 selected features Open category ↗ ⌄
Process/Workflow Automation Documentation Management Search/Filter Knowledge Base Management Templates Credential Management IT Asset Tracking IT Asset Management Access Controls/Permissions Drag & Drop Change Tracking Relationship Mapping Checklists
IT Service Software 19 selected features Open category ↗ ⌄
Release Management Contract/License Management Knowledge Management Activity Dashboard Self Service Portal Workflow Management Service Catalog Third-Party Integrations Configuration Management Alerts/Notifications Inventory Management Change Management Problem Management Compliance Management Task Management Support Ticket Management Real-Time Monitoring Resource Allocation & Planning Service Request Management
Knowledge Base Software 16 selected features Open category ↗ ⌄
Full Text Search Self Service Portal SEO Management Customizable Branding Feedback Management Reporting/Analytics Rich Text Editor Cataloging/Categorization Multi-Language Customizable Templates Collaboration Tools User Management Drag & Drop Editor Mobile Interface WYSIWYG Editor Knowledge Management
License Management Software 10 selected features Open category ↗ ⌄
Node Management License Tracking License Inventory Configuration Management Product Activation Portable License Trial License Access Controls/Permissions Copy Protection Reporting/Analytics
Remote Support Software 17 selected features Open category ↗ ⌄
Session Recording Remote Access/Control Remote Monitoring & Management Unattended Access Access Controls/Permissions Collaboration Tools Surveys & Feedback Reporting/Analytics Real-Time Notifications File Sharing Screen Sharing Session Transfer Diagnostic Tools Chat/Messaging Real-Time Chat Real-Time Monitoring Troubleshooting
SaaS Management Software 9 selected features Open category ↗ ⌄
SaaS Operations Management Vendor Management Spend Management Shadow IT Detection Usage Tracking/Analytics License Management Renewal Management Subscription Management Onboarding
Service Desk Software 18 selected features Open category ↗ ⌄
Change Management Incident Management Service Level Agreement (SLA) Management Reporting & Statistics IT Asset Management Remote Access/Control Procurement Management Self Service Portal Prioritization Real-Time Notifications Mobile Access Support Ticket Management CMDB Alerts/Notifications Knowledge Base Management Problem Management Customer Support Analytics
IT Ticketing Systems Software 31 selected features Open category ↗ ⌄
Access Controls/Permissions Activity Dashboard Alerts/Escalation Asset Lifecycle Management Automated Responses Automated Routing Change Management Collaboration Tools Configurable Workflow Customizable Branding Customizable Fields Customizable Forms Customizable Reports Customizable Templates Help Desk Management Incident Management IT Asset Management Knowledge Base Management Macros/Templated Responses Multi-Channel Communication Multi-Language Prioritization Problem Management Release Management Reporting/Analytics Self Service Portal Service Catalog Service Reporting Support Ticket Management Support Ticket Tracking Task Management
Connected Applications

Freshservice Integrations

Integration information is displayed only when approved integration products are available on the profile.

Showing 8 of 16 integrations
Pricing Information

Freshservice Pricing

Pricing type, currency, trial availability, payment frequency, destination links, and package-level starting prices.

Pricing Type Contact Vendor
Preferred Currency USD ($)
Free Trial Available
Free Version NA
Payment Frequency Monthly Subscription
Pricing Page ↗
Starter
$15.89 Per Month
Growth
$40.87 Per User
Pro
$82.89 Per Month

Prices shown are profile information and may not include taxes, regional differences, introductory terms, usage limits, or add-ons. Confirm current plans on the vendor website.

Alternative Products

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Explore leading products commonly evaluated alongside Freshservice.

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Frequently Asked Questions

Freshservice FAQs

Answers generated from approved profile information, selected options, packages, integrations, support, training, deployment, and devices.

Freshservice is a dynamic platform designed to streamline and enhance your IT service management. It can allow you to automate tedious tasks for efficient issue resolution. It enables seamless collaboration among team members to foster a productive work environment. This platform provides a user-friendly interface so users can easily navigate and access the tool. Freshservice offers customizable features that cater to your specific needs, providing a tailored experience. It allows businesses to stay organized and focused by centralizing IT services. In essence, Freshservice empowers teams by offering a comprehensive solution that enables effective communication, facilitates problem-solving, and ensures a smoother workflow.

  • No, Freshservice does not offer a free version.

  • Yes, Freshservice offers a free trial.

  • No, Credit Card details are not required for the Freshservice trial.

  • Freshservice offers the following pricing plans & packages:

    Starter

    $15.89 Per Month

    Growth

    $40.87 Per User

    Pro

    $82.89 Per Month

  • Freshservice supports the following payment frequencies:

    • Monthly Subscription

  • Yes, Freshservice offers an API.

  • Freshservice can be integrated with the following applications:

    • Salesforce Sales Cloud , ServiceNow , Jira , Google Workspace , Slack , Zoom Meetings , AWS Cloud , Freshdesk , Trello , Zendesk Suite , GitHub , Okta , PagerDuty , Microsoft Teams , Zapier , ServiceNow , Azure DevOps Services , ServiceNow , jira

  • Freshservice offers support with the following options:
    • 24x7 Support , Email , Phone , Chat , Knowledge Base

  • Freshservice offers training with the following options:
    • In-person , Webinar , Documentation

  • Freshservice supports the following languages:
    • Dutch , English , French , German , Italian , Polish , Portuguese , Russian , Spanish , Swedish

  • Following are the typical users of the Freshservice:
    • Small-Business , Midsize-Business , Large-Enterprise-Business

  • Freshservice supports the following deployment:
    • Cloud Hosted

  • Freshservice supports the following devices and operating systems:
    • Web-Based , iPhone , Android
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