Sold by: Freshworks Inc.Â
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.
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
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Delivery method
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 |
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
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Content disclaimer
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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.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
|
1277 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.
Justin C.
Easy Setup, but Support Lacks Quality
Reviewed on Nov 21, 2025
Review provided by G2
What do you like best about the product?
I like Freshservice because it's straightforward and fairly easy to use. The interface is clean and makes navigating various IT service tasks uncomplicated. I appreciate that Freshservice is a large platform encompassing a diverse range of IT service needs, from asset management to purchase order management, which helps solve a variety of problems efficiently. Additionally, I value its capabilities in handling tasks like ticketing, asset management, and PO management. Even though I currently don't utilize all its features like project, task, or change management, I appreciate that these options are available, should I choose to leverage them in the future. Overall, it functions fairly well for the tasks I require it to handle.
What do you dislike about the product?
I am really disappointed with the limitations of Freshservice, which aren't apparent until you try to use the product in a more complex manner. It's frustrating that these limitations become evident only at that point. However, the most significant issue for me is the poor account management and support from Freshservice. Often when I contact support, they are unable to articulate how their product should work or they open a ticket that can remain unresolved for nine months without any substantial answers. The initial deployment also took quite a while because of various issues and the inadequate support received, which added to the difficulty. Overall, the lack of knowledgeable support makes it difficult to utilize the product effectively.
What problems is the product solving and how is that benefiting you?
I use Freshservice for IT help desk needs. It simplifies asset and PO management and provides automation. I like its straightforward UI and diverse features for IT service management, solving a variety of problems within one platform.
Virginia S.
It's Snap Setup,Unsullied UI,Robustness & complete IT Helpdesk solution with few intergration hiccup
Reviewed on Nov 19, 2025
Review provided by G2
What do you like best about the product?
I love it's snap setup with ease and seamless configuration. I like it for unsullied user interface as a smooth and user friendly tool with faster navigation and use. Hands down as my complete solution with ticketing and tracking to ensure we solve our customer issues faster. Love it with workflows automation which streamlining tickets to route it to the right person for faster and effective support. Robustness with changes tracking, release tracking and problem tracking as my all around solution for error resolution. Rich with knowledge base with ease of tracking history of resolved issues for faster debugging. Absolutely my game changer with asset tracking and purchase order management, it provides all the functionalities under one roof, Really impeccable solution.
What do you dislike about the product?
Gamechanger as my best IT support help desk solution and can't get enough with faster ticket resolution, workflows automation and asset management.
Although had some difficulties with IT monitoring integration but sorted by technical team.
Although had some difficulties with IT monitoring integration but sorted by technical team.
What problems is the product solving and how is that benefiting you?
Robustness with support of Ticketing systems and efficient tracking with release tracking, change tracking and problems tracking for faster ticket resolution.
Best knowledge base with access of history of issues resolved and how for quick resolution.
Terrific technical support with every help i need.
Astounding as a complete helpdesk solution for workflows automation, asset management and ticketing.
Great with seamless customization of our portals for quick access and use.
Snap setup and configuration with no training.
Unsullied user interface for seamless and smooth navigation.
Best knowledge base with access of history of issues resolved and how for quick resolution.
Terrific technical support with every help i need.
Astounding as a complete helpdesk solution for workflows automation, asset management and ticketing.
Great with seamless customization of our portals for quick access and use.
Snap setup and configuration with no training.
Unsullied user interface for seamless and smooth navigation.
Adriano P.
Effortless Implementation and Adaptability for IT Teams
Reviewed on Nov 12, 2025
Review provided by G2
What do you like best about the product?
This product is very straightforward to implement and use. It is highly adaptable to the needs of IT teams, supporting all the key processes. Additionally, it offers some useful integrations with other tools.
What do you dislike about the product?
The platform would benefit from a feature that allows for remote access capabilities. Additionally, the portal could be improved to be more adaptable. I have also noticed that some forms are restrictive when it comes to data entry, as they lack the option to integrate a table as a field within Service Requests.
What problems is the product solving and how is that benefiting you?
Freshservice is a fundamental tool that supports a wide range of IT processes. It goes beyond just ITSM, also assisting with IT budgeting and compliance.
Michael S.
Brought Order to Our Internal Operations and IT Chaos
Reviewed on Nov 03, 2025
Review provided by G2
What do you like best about the product?
As a firm that invests in tech-heavy real estate projects, we have a complex IT environment. Freshservice provided an immediate solution to manage internal IT requests, onboard new project team members, and track our software assets. The intuitive service catalog allows our team to request everything from new software licenses to project site access in a standardized way, which has drastically reduced ad-hoc requests and confusion. The automation for routing tickets to the right person has cut down resolution times significantly.
What do you dislike about the product?
While the core IT service management is robust, configuring more advanced project management workflows required some initial consultancy. The mobile app is great for agents but could offer more reporting capabilities for managers on the go.
What problems is the product solving and how is that benefiting you?
Freshservice solved our problem of having no centralized system for internal service requests. Emails and sticky notes were the norm, leading to lost requests and frustrated employees. Implementing Freshservice has reduced the average resolution time for IT issues by 40% and provided complete visibility into our IT spend and assets. This operational efficiency is crucial for us, as it ensures our team can focus on evaluating and managing investments, not being bogged down by internal IT bottlenecks. It has become the operational backbone for our internal technology.
Maria A.
Great Ticket Organization, But Needs Better Folder and Snooze Options
Reviewed on Oct 21, 2025
Review provided by G2
What do you like best about the product?
I like the variety of options available for organizing tickets, such as tags, categories, due dates, and urgency levels. I also find it helpful that it allows me to save canned responses, even with attachments included.
What do you dislike about the product?
I find it frustrating that the system doesn't let you save tickets in separate folders or snooze them. This becomes especially problematic when you have more than 50 tickets, as it makes it hard to manage them efficiently. As a result, some tickets may go unattended for days, which is a significant drawback.
What problems is the product solving and how is that benefiting you?
Our company started using Freshservice to get a better idea of the number of requests we receive daily and how long it takes us to resolve them. It has helped us track our metrics and improve our monthly goals