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
New
Introducing multi-product solutions
You can now purchase comprehensive solutions tailored to use cases and industries.
Features and programs
Trust Center
Access real-time vendor security and compliance information through their Trust Center powered by Drata or Vanta. Review certifications and security standards before purchase.
Buyer guide
Gain valuable insights from real users who purchased this product, powered by PeerSpot.
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.
Skip the manual risk assessment. Get verified and regularly updated security info on this product with Vendor Insights.
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
Helpful?
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
No
Customer reviews
Avineet A.
Easy, Low cost, simple UI based IT Service Management
Reviewed on Aug 25, 2026
Review provided by G2
What do you like best about the product?
Great IT service management tool that integrates well with our custom tools. Easy to use interface, clutter free. Quick responses. Low cost and has simple support for the product. Integrates AI well.
What do you dislike about the product?
The Ui can be enhanced a little to make it use the rea estate and offer richer features to users.
What problems is the product solving and how is that benefiting you?
It is helping us raise IT service tickets, requests and tracking and solutioning
Ashley P.
Streamlined Ticket Flow with Customizable Workflows
Reviewed on Aug 25, 2026
Review provided by G2
What do you like best about the product?
I like being able to create workflows that help manage ticket flow and keep things moving smoothly. It balances out the software does what we need to get our tasks completed.
What do you dislike about the product?
If you have some custom in-house functions, implementing them can be a bit difficult.
What problems is the product solving and how is that benefiting you?
The workflow automation keeps us from having to manually touch every ticket.
Sam V.
Very Useful Tool with a Great Overview
Reviewed on Aug 25, 2026
Review provided by G2
What do you like best about the product?
It is very useful and provides a great overview.
What do you dislike about the product?
Everything is very good. There isn’t much that isn’t good.
What problems is the product solving and how is that benefiting you?
It helps our company collect all ICT issues in a clear, organized way, making it easier to address and solve each problem one by one.
Government Administration
Reliable and Easy to Maintain, but Support and Change Control Need Improvement
Reviewed on Aug 25, 2026
Review provided by G2
What do you like best about the product?
We have had a consistently reliable uptime experience, and the product is easy to use. Pricing feels reasonable, and it runs with low overhead, which makes it straightforward to maintain.
What do you dislike about the product?
There’s a lack of customer support and essentially no account representatives. They also have poor change control, and platform upgrades have broken services for long periods of time.
What problems is the product solving and how is that benefiting you?
Ticket and service management with repetitive workflows, plus customer self-service.
Rajesh A.
Simple and Efficient IT Support Ticket Management
Reviewed on Aug 15, 2026
Review provided by G2
What do you like best about the product?
We use Freshservice to manage internal support tickets, and I find it simple and efficient for tracking requests, staying on top of them, and closing them out smoothly.
What do you dislike about the product?
The CMDB functionality had several issues, and overall the Freshservice UI can be difficult to navigate. Although the ticketing features are straightforward and user-friendly, the other modules don’t feel as intuitive or as streamlined, which makes the experience less consistent across the platform.
What problems is the product solving and how is that benefiting you?
Freshservice helps us centralize and manage internal support requests in one place instead of relying on emails or multiple communication channels. It makes it easier to track ticket status, assign requests to the right teams, prioritize issues, and ensure timely resolution. This improves visibility, reduces the chances of requests being missed, and makes the overall support process more organized and efficient.