Sold by: Freshworks Inc.
Deployed on AWS
Free Trial
Vendor Insights
AWS Free Tier
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
Sold by
Delivery method
Deployed on AWS
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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 | $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
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) .
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.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
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 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.
Multi-Channel Support
Support delivery across web, social, mobile, messaging, live chat, email, and voice channels
Unified Agent Workspace
Centralized workspace for managing and responding to customer interactions with complete customer context and access to 1,200+ pre-built integrations
AI-Powered Automation
Built-in AI-powered bots, routing, and workflows to automate repetitive tasks and optimize business processes
Knowledge Management
Knowledge management system for organizing and accessing customer service information
Real-Time Analytics and Reporting
Built-in analytics and real-time reporting capabilities for monitoring performance and business optimization
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
No
Customer reviews
Alex R.
Modern, Scalable Service Management That Actually Delivers a Great Employee Experience
Reviewed on Feb 15, 2026
Review provided by G2
What do you like best about the product?
What stands out most is the consumer-grade experience it provides for our employees. It doesn't feel like legacy IT software. The interface is intuitive, which drove rapid adoption across both our technical teams and everyday staff. Having a unified platform for IT Service Management (ITSM), IT Operations Management (ITOM), and Enterprise Service Management (ESM) has broken down silos between IT, HR, and Facilities. The AI-powered features, like proactive incident prediction and automated routing, have genuinely reduced our mean time to resolution (MTTR) by filtering out noise and surfacing what matters. The open API and marketplace also give us the confidence that we can extend it as our business grows.
What do you dislike about the product?
With such a broad suite of capabilities, the initial configuration to align with our specific multi-departmental workflows required dedicated focus. While the out-of-the-box experience is great, tailoring it to fully automate our unique HR onboarding and facilities request processes took more planning than we initially anticipated. The depth of features means there's a learning curve to unlock everything, but the time investment pays off.
What problems is the product solving and how is that benefiting you?
Freshservice solves the problem of fragmented, disjointed service delivery. We were using different tools for IT helpdesk, asset management, project tracking, and business requests, which created data silos and a frustrating experience for employees trying to get help. By consolidating onto one intelligent platform, we've gained complete visibility into our operations. We now have a single source of truth for IT Asset Management, integrated New-Gen Project Management tied directly to service requests, and the ability to offer seamless employee services across the entire organization. The benefit is tangible: higher employee satisfaction, faster time-to-value for new initiatives, and a more efficient, data-driven IT and business operations team.
Alejandro M.
Mobile service requests
Reviewed on Feb 08, 2026
Review provided by G2
What do you like best about the product?
What I like the most is how you can get updates on the go about your service ticket on your mobile device, which I find very helpful
What do you dislike about the product?
I actually have not had any issues, and that is priceless
What problems is the product solving and how is that benefiting you?
It is helping me streamline service requests by chatting with a representative if my request is urgent, and if not I can just send it and receive updates online.
Preetham . N.
Intuitive Ticket Management, Needs UI Enhancements
Reviewed on Feb 04, 2026
Review provided by G2
What do you like best about the product?
I like that Freshservice is simple to use. There's not much complication, and it's very intuitive. I also appreciate the ticketing feature, which allows us to create tickets internally, especially for approvals from higher management.
What do you dislike about the product?
I feel the UI of the service could be improved a little bit as it's very plain, and it could be made more colorful with smooth animations.
What problems is the product solving and how is that benefiting you?
I use Freshservice to manage internal tickets, simplifying requests for access, hardware, or approvals.
TusharGoel
Ticket categorization has streamlined incident tracking and reporting for recurring issues
Reviewed on Jan 28, 2026
Review provided by PeerSpot
What is our primary use case?
Freshservice is used to redirect ticket handling and acknowledge tickets and incidents received. Tickets are redirected with their short description and subject line in Freshservice , which allows for quick identification of ticket types within the dashboard.
The dashboard in Freshservice displays which user has how many tickets and what types of tickets based on priority, urgency, and impact. Incidents are shown according to status type including in progress, pending, open, resolved, and closed states. Additional status types can be added, and add-ons can be configured within Freshservice independently.
Weekly and monthly reports are generated in Freshservice to identify repeated and reoccurring issues and to track the number of issues received weekly. Reports are easily fetched in CSV and Excel formats. Freshservice offers many different types of filters, allowing for specific issue tracking. For example, issues can be filtered by CloudWatch, Prometheus, Grafana , or New Relic to retrieve only the relevant data needed.
During a high-impact event in the project, Freshservice was used to manage numerous Prometheus tickets over a two-month period. To fetch tickets by subject type and service, the export option in Freshservice was used to select Prometheus tickets. The subject line was filtered for Prometheus, and tickets were exported for a specific time period using created date and end date parameters. The report was downloaded in CSV or Excel format, allowing for deep analysis of specific dates and times when tickets were received for troubleshooting and log review purposes.
When facing many issues on the same day, data is fetched in Excel file format. All ticket types and incidents are exported, and specific ticket types such as Grafana alerts can be filtered to track spike counts and similar alert types. Data can be easily exported from a specific date to another date as required, and the Excel file can be searched by subject line or short description as mentioned in Freshservice tickets.
What is most valuable?
The best features Freshservice offers are the tagging of tickets with categories, subcategories, items, and CI type. Freshservice is preferred over other ITSM tools because it provides an excellent dashboard for ticket counts, displaying how many tickets are in open state, how many tickets are resolved today, and the types of fields for ticket status specifically.
What needs improvement?
Freshservice has an AI agent that needs improvement for finding knowledge base articles. When issues or incidents are received in Freshservice, new users should be able to receive direct help from the AI agent with knowledge base articles rather than requiring assistance from other employees. When a new user encounters an issue, the AI agent should provide relevant knowledge base articles based on the issue type and short description. The AI agent has already been set up and installed but requires further improvement.
For how long have I used the solution?
Freshservice has been used for more than five and a half years.
What do I think about the stability of the solution?
Freshservice is really stable.
What do I think about the scalability of the solution?
Freshservice's scalability is quite good and easy to use with no issues regarding scalability.
How are customer service and support?
When an issue occurred regarding ticket merging in Freshservice, support was obtained through email. The customer support team was very helpful and polite, demonstrating accuracy and understanding of the urgency. An employee had mistakenly merged multiple tickets from different domains into one ticket. The support team guided the resolution process and connected via a bridge call for screen sharing, resolving the issue in a minimal period of time.
How would you rate customer service and support?
Positive
Which solution did I use previously and why did I switch?
Before Freshservice, ServiceNow was used. The switch to Freshservice occurred when changing organizations, and Freshservice was found to be more attractive compared to ServiceNow . ServiceNow operates slower and is more complicated in creating incidents.
How was the initial setup?
Pricing, setup cost, and licensing of Freshservice are handled by the business analyst or marketing team, so those details are not known. Technical reviews can be provided honestly from a technical perspective.
What about the implementation team?
Other options were not evaluated before choosing Freshservice.
What was our ROI?
Freshservice saved time, though the impact on employee headcount needs is uncertain.
What other advice do I have?
All features explored in Freshservice have proven to be helpful in reducing workload and ticket redundancy. Others looking into Freshservice should explore all features first, as they will help reduce workloads and redundancy in projects and decrease ticket count through problem management tickets. Ticket categorization features in Freshservice are particularly valuable. This review rates Freshservice as a nine out of ten.
Andrea A.
Easy to Use and Complete, but Ticket Update Tracking Needs Improvement
Reviewed on Jan 22, 2026
Review provided by G2
What do you like best about the product?
easy to use , friendly to view and pretty complete
What do you dislike about the product?
Unable to know when I have a new update on a ticket, loose track of what needs to be work on
What problems is the product solving and how is that benefiting you?
Ticket management, asset management and solutions articles library