Sold by: Freshworks Inc.
Deployed on AWS
Free Trial
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 |
Dimensions summary
You buy Freshservice on a per-user (agent) basis under a contract. The four tiers stack in order: Starter, Growth, Pro, and Enterprise. Each higher tier builds on the one below it, adding more service management capabilities. Starter covers getting-started needs. Growth suits expanding businesses across lines of business. Pro combines IT service management, IT operations management, and project management for large organizations. Enterprise targets enterprise-wide service management. You pick one tier and pay for the number of users licensed. Pricing scales with both the tier you choose and your user count.
Top-of-mind questions for buyers
You pay per agent — the staff member who works on tickets, incidents, and service requests. Each named agent counts as one user. Some plans also offer occasional agents, giving access on a need basis rather than a full seat. You license the number of agents your team needs.
Each tier applies to all users under that contract, not just added ones. Higher tiers stack on lower ones. Growth adds service catalog, SLA, and cloud management. Pro adds problem, change, and release management. Enterprise adds AI-based insights. Moving up applies the new capability set across your licensed agents.
IT asset management uses a separate metric called Asset Units. Asset Units measure the number and type of assets tracked in the configuration database. They are bought in packs of 500, apart from your per-user agent licensing. So asset volume and agent count are billed on different scales.
www.freshworks.com
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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 agent workload and operational costs.
Multichannel Self-Service
End-to-end multichannel self-service support including email, self-service portal, mobile app, phone, intelligent chatbots, and feedback widgets for employee support.
ITIL Compliance and Asset Management
ITIL-aligned modules with integrated asset management capabilities for comprehensive IT service management.
API Integration and Ecosystem
Extensive ecosystem solutions, marketplace applications, and robust APIs enabling seamless integration with enterprise systems and existing tools.
Analytics and Reporting
Analytics Pro capabilities for service desk performance monitoring and insights.
Omnichannel Communication
Support across multiple channels including web, social, mobile, voice, messaging, live chat, and email with seamless conversational experiences
Knowledge Management
Comprehensive knowledge graph and knowledge management system integrated with AI agents for enhanced resolution capabilities
Pre-built and Custom Integrations
Over 1,200+ pre-built integrations available on the Zendesk App Marketplace with tools to create and configure custom experiences
Real-time Reporting and Analytics
Real-time reporting and analytics capabilities with measurement and insights for monitoring service performance and outcomes
Ticketing and Incident Management
Centralized ticketing system for managing and resolving incidents and service requests within defined SLAs
Workflow Automation
Code-free automation capabilities for ticket routing, tagging, notifications, communications, and CSAT surveys without requiring development
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
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Customer reviews
Information Technology and Services
User-Friendly, Intuitive Ticket Tracking in Freshservice
Reviewed on Nov 05, 2026
Review provided by G2
What do you like best about the product?
As an IT Service Desk Analyst who uses Freshservice in my everyday tasks, what I like most about it is its user-friendliness. It’s easy to use and explore, and it makes me feel confident when tracking tickets, collecting logs and notes, and managing everything in one place. I remember back when I was training for my role, I was able to quickly grasp Freshservice’s functionality because the layout is intuitive and the features are organized in a way that makes sense for what they’re used for.
What do you dislike about the product?
Based on my experience, especially when taking notes within a ticket in Freshservice, I often run into errors with word processing, customization, and tagging users inside the platform. I also have a hard time documenting my tickets when I include pictures or screenshots, because the layout gets modified automatically. This ends up shifting the formatting and causing misalignment compared with the rest of the content.
What problems is the product solving and how is that benefiting you?
In my role, it helps me keep track of tickets and make sure users who need technical assistance are handled properly and in a timely manner. The quick search results are also very helpful because I can simply search by a keyword and immediately pull up related tickets, including the notes that contain the key details. This makes it much easier to trace past tickets and apply solutions to repetitive issues, essentially serving as a kind of knowledge base.
Anonymous
User-Friendly ITSM with Powerful Automation, Room to Grow
Reviewed on Nov 04, 2026
Review provided by G2
What do you like best about the product?
I like Freshservice's UI. It's really good and easy to use, and I find it quite customizable. Using web requests within workflows is super useful, and I like the automations and how easy the workflows are to use. Setup was pretty easy and seamless. The implementation team helped with technical questions, and we implemented it within six weeks. Freshservice was also a lot cheaper than ServiceNow.
What do you dislike about the product?
I’d like more room to improve workflow customization, such as being able to run Python scripts or other scripting tools within workflows. Asset management could be a bit easier to use, and AI built into the workflow would be useful.
What problems is the product solving and how is that benefiting you?
I use Freshservice to automate manual tasks, keep a repository of our assets, let users create tickets, and implement our change management process with checks and balances.
Jack S.
Easy to Administer and Manage—No Developers Needed
Reviewed on Nov 02, 2026
Review provided by G2
What do you like best about the product?
It’s easy to administer and manage without needing developers.
What do you dislike about the product?
The reporting and sorting capabilities feel lacking overall. It’s difficult to filter lists using the specific fields I’ve selected, which makes it harder to narrow down results the way I need.
What problems is the product solving and how is that benefiting you?
We moved from ServiceNow to Freshservice because our ServiceNow environment was outdated and required a lot of development work to keep it running the way we needed. Freshservice, on the other hand, makes it easier for non-IT folks to manage and offer services, and it supports doing that across multiple workspaces.
Information Technology and Services
All-in-One ITIL Tool with Seamless Ticketing and Change Request Integration
Reviewed on Nov 02, 2026
Review provided by G2
What do you like best about the product?
It includes almost all the ITIL modules we use in our day-to-day work. I especially like the integration between the ticketing system and the change request module, since it keeps everything connected and consistent. Overall, the tool has helped us organize our work better and made our processes easier to manage. The interface is user-friendly as well, so even non-tech-savvy users can pick it up and use it without much trouble.
What do you dislike about the product?
In the time I’ve been using the tool, I haven’t disliked anything about it.
What problems is the product solving and how is that benefiting you?
What I appreciate most is the tool’s availability. The company makes sure the tool is available 99% of the time, and if there are any outages, they work to resolve them as quickly as possible.
Hospitality
Nimble, Easy-to-Use Platform with a Great Support Team
Reviewed on Oct 31, 2026
Review provided by G2
What do you like best about the product?
The platform is nimble and easy to use. Support team is great
What do you dislike about the product?
Limited functionality on Software bugs and enhancement treatments.
What problems is the product solving and how is that benefiting you?
ITSM and ITIL