--- description: Review of Freshservice Software: system overview, features, price and cost information. Get free demos and compare to similar programs. image: https://gdm-localsites-assets-gfprod.imgix.net/images/software_advice/og_logo-55146305bbe7b450bea05c18e9be9c9a.png title: Freshservice | Reviews, Pricing & Demos - SoftwareAdvice GB --- Breadcrumb: [Home](/) > [Complaint Management Software](/directory/499/complaint-management/software) > [Freshservice](/software/436317/freshservice) # Freshservice Canonical: https://www.softwareadvice.co.uk/software/436317/freshservice Page: 1 / 33\ Next: [Next page](https://www.softwareadvice.co.uk/software/436317/freshservice?page=2) > Freshservice by Freshworks is an AI-powered, unified service operations platform built for agile enterprises that need to move fast without sacrificing control. Freshworks is named a Leader in the 2026 Gartner® Magic Quadrant™ for IT Service Management Platforms, recognition we believe reflects our strategic platform investments, product enhancements shaped by customer feedback, and strong visibility among ITSM buyers. By bringing ITSM, ITOM, ITAM, and enterprise service management together on one platform with a shared data and context model, Freshservice reduces the fragmentation and tool sprawl that slow teams down, creating a more consistent source of truth across services, assets, and infrastructure. IT teams gain visibility into their environment through automated discovery, a robust CMDB for impact analysis and root cause resolution, and streamlined incident, problem, change, and major incident management. Beyond IT, Freshservice extends service delivery to HR, finance, and facilities, giving business teams a consistent and efficient service experience without requiring separate tools. Freshservice includes Freddy AI, a domain-specific AI layer that helps agents resolve issues faster, automates employee service requests, and gives leaders insights to make better decisions. Embedded across service workflows, Freddy AI acts as a force multiplier for teams by helping reduce repetitive work, accelerate resolution, and surface patterns and risks earlier. The result is faster, more informed service operations that help teams become more proactive while maintaining the governance and control the business requires. > > Verdict: Rated **4.6/5** by 803 users. Top-rated for **Likelihood to recommend**. ----- ## Quick Stats & Ratings | Metric | Rating | Detail | | **Overall** | **4.6/5** | 803 Reviews | | Ease of Use | 4.6/5 | Based on overall reviews | | Customer Support | 4.5/5 | Based on overall reviews | | Value for Money | 4.4/5 | Based on overall reviews | | Features | 4.3/5 | Based on overall reviews | | Recommendation percentage | 90% | (9/10 Likelihood to recommend) | ## About the vendor - **Company**: Freshworks - **Location**: San Mateo, US - **Founded**: 2011 ## Commercial Context - **Starting Price**: £15.00 - **Pricing model**: Per User (Free Trial) - **Pricing Details**: 14-day free trial, no credit card required. - **Target Audience**: Self Employed, 2–10, 11–50, 51–200, 201–500, 501–1,000, 1,001–5,000, 5,001–10,000, 10,000+ - **Deployment & Platforms**: Cloud, SaaS, Web-based, Android (Mobile), iPhone (Mobile), iPad (Mobile) - **Supported Languages**: Catalan, Chinese, Czech, Danish, Dutch, English, Estonian, Finnish, French, German, Hungarian, Indonesian, Italian, Japanese, Korean, Norwegian, Polish, Portuguese, Russian, Slovak, Slovenian, Spanish, Swedish, Thai, Traditional Chinese, Turkish, Vietnamese - **Available Countries**: Australia, Austria, Bahrain, Belgium, Brazil, Brunei, Cambodia, Canada, Chile, China, Colombia, Costa Rica, Czechia, Denmark, Ecuador, Finland, France, Germany, Greece, Hong Kong SAR China and 41 more ## Features - AI Copilot - AI Summarization - API - Access Controls/Permissions - Active Directory Integration - Activity Dashboard - Activity Tracking - Alerts/Escalation - Alerts/Notifications - Analytics - Approval Process Control - Approval Workflow - Asset Discovery - Asset Lifecycle Management - Asset Tracking - Assignment Management - Audit Management - Audit Trail - Automated Discovery - Automated Responses ## Integrations (69 total) - ADP Workforce Now - AWS Lambda - Adobe Acrobat Sign API - Amazon Redshift - Azure DevOps Server - BambooHR - BigQuery - Box - ClickUp - Copper - Device42, A Freshworks Company - Docusign - Dropbox - Dynamics 365 - FreshBooks ... and 54 more integrations ## Support Options - Email/Help Desk - FAQs/Forum - Knowledge Base - Phone Support - 24/7 (Live rep) - Chat ## Category - [Complaint Management Software](https://www.softwareadvice.co.uk/directory/499/complaint-management/software) ## Related Categories - [Business Continuity Software](https://www.softwareadvice.co.uk/directory/4137/business-continuity/software) - [Knowledge Base Software](https://www.softwareadvice.co.uk/directory/3898/knowledge-base/software) - [Inventory Management Software](https://www.softwareadvice.co.uk/directory/4490/inventory-management/software) - [Contract Management Software](https://www.softwareadvice.co.uk/directory/4157/contract-management/software) - [Help Desk Software](https://www.softwareadvice.co.uk/directory/4160/help-desk/software) ## Alternatives 1. [Freshdesk](https://www.softwareadvice.co.uk/software/110247/freshdesk) — 4.5/5 (3487 reviews) 2. [Zendesk Suite](https://www.softwareadvice.co.uk/software/26892/zendesk-talk) — 4.4/5 (4094 reviews) 3. [Milvus](https://www.softwareadvice.co.uk/software/246233/milvus) — 4.8/5 (298 reviews) 4. [MaintainX](https://www.softwareadvice.co.uk/software/116409/maintainx) — 4.8/5 (1078 reviews) 5. [LiveAgent](https://www.softwareadvice.co.uk/software/109980/liveagent) — 4.7/5 (1789 reviews) ## Reviews ### "Freshservice review given by vamshi samala" — 4.0/5 > **samala** | *24 September 2026* | Accounting | Recommendation rating: 7.0/10 > > **Pros**: The interface itself is intuitive and easy to get used to, which made onboarding smoother for the team. On top of that, the knowledge base has been genuinely useful being able to check whether a similar issue has come up before means we can resolve recurring problems much faster instead of troubleshooting from scratch each time. > > **Cons**: On the performance side, we've noticed the UI starts to lag when more than 10 team members are logging tickets at the same time. I've run into a similar slowdown when trying to bulk edit tickets, which can be a bit frustrating during high-volume periods. ----- ### "Fresh service review by suchith" — 4.0/5 > **Suchith** | *24 September 2026* | Information Technology & Services | Recommendation rating: 8.0/10 > > **Pros**: Freshservice's ITIL Change Management module has been a real asset for auditing purposes. It gave us a clear, structured way to track changes, and monitoring our assets along with their full lifecycle became noticeably easier something that used to take a lot more manual effort to keep on top of. > > **Cons**: One drawback is around AI capabilities. Freddy AI isn't included in the lower-tier subscriptions, and once we looked into upgrading to access it, the pricing turned out to be steeper than we'd expected making it a harder feature to justify for teams working with a tighter budget. ----- ### "IT tickets, simplified" — 5.0/5 > **Ellie** | *29 May 2026* | Education Management | Recommendation rating: 9.0/10 > > **Pros**: IT ticket submission and tracking easy, with a good UX and simple ways to see the status of your request (which is really important since IT is so central to my job\!) > > **Cons**: Too many emails\! I wish it was easier to opt out so that you could only get the info you really need ----- ### "Turned our messy ticket process into something that actually flows" — 5.0/5 > **Mankeshwar** | *7 July 2026* | Information Services | Recommendation rating: 10.0/10 > > **Pros**: Honestly, the thing I appreciate most is that it doesn't feel like you need an IT degree just to use it properly. Setting up ticket categories and assigning them to the right people took barely any effort. What really changed things for our team was the auto-routing - tickets land with the correct agent instantly instead of sitting in some queue waiting for someone to notice them. We also lean heavily on the self-service portal, and it's cut down a surprising chunk of "how do I..." emails since people just search and find their answer. Support tickets that used to take a full day to resolve now often close within a few hours because nothing gets lost in the shuffle. > > **Cons**: If I had to nitpick, the analytics side needs polishing. You can pull basic numbers easily enough, but anything beyond that requires jumping through hoops, and half the time I end up copying data into a spreadsheet just to make sense of it. Notifications are another sore spot - sometimes they're a little delayed, and once or twice agents missed an update because it didn't ping in real time. Also, the sheer number of settings and configuration options can feel overwhelming when you're first setting things up; there's a bit of a maze to navigate before it clicks. > > Switching to this platform genuinely made our support process less chaotic. Tickets used to pile up with no clear ownership, and now everything has a clear path from the moment it's submitted to when it's closed out. The self-service options mean our team spends less time answering the same basic questions repeatedly, freeing us up for actual problem-solving. It's not flawless - the reporting side still frustrates me occasionally - but day to day, it just works, and that reliability counts for a lot. ----- ### "Good, but better options exist" — 4.0/5 > **Erin** | *1 September 2026* | Hospital & Health Care | Recommendation rating: 6.0/10 > > **Pros**: Strong ticket managing system- able to handle all ticketing related items in one intuitive location. > > **Cons**: Less features than ServiceNow. Limited reporting features- unable to execute highly customized reports > > Used with complex epic workflows and ticketing. Good for a large healthcare IT organization. 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