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
Skip the manual risk assessment. Get verified and regularly updated security info on this product with Vendor Insights.
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.
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
Reggie R.
Helpful Inventory and User Assignment Make Troubleshooting Fast
Reviewed on Apr 16, 2026
Review provided by G2
What do you like best about the product?
The inventory feature has been very helpful. We’re able to assign both hardware and software to users, which makes it much easier to troubleshoot issues when they come up. Having the user’s information already available also helps us resolve problems more quickly.
What do you dislike about the product?
Some features aren’t fully customizable. Rather than the software supporting our existing process, we end up having to adjust the process to fit the software.
What problems is the product solving and how is that benefiting you?
Freshservice provides a full-service, one-stop support portal for users. From IT to facilities to HR, users can rely on a single portal to request the help they need and get directed to the right team.
Uriel A.
Streamlined Our IT Operations with Ease
Reviewed on Apr 15, 2026
Review provided by G2
What do you like best about the product?
I like Freshservice because it's easy to use and is such a robust system that it continuously exceeds our expectations when it comes to customization to meet our company's needs. It automates ticket assignment, account provisioning, approval workflows, and resolution note generation. The AI agent uses knowledge from our knowledge base effectively. It also pulls in user data from our IdP to keep requester information up-to-date. This makes our agents' jobs easier and allows them to be more intentional with their time, and fulfillment of requests is simpler. It saves us time in the long run. The initial setup was quick, taking less than 2 days to reach the same level we had with Zoho Desk.
What do you dislike about the product?
Some of their built-in apps in the marketplace aren't maintained so they don't always work.
What problems is the product solving and how is that benefiting you?
Freshservice automates ticket assignment, account provisioning, workflows, and keeps user data updated, making it easier for agents and saving us time.
Gerard C.
Easy to Customize with Powerful Automation
Reviewed on Apr 15, 2026
Review provided by G2
What do you like best about the product?
It’s easy to customise to suit my workflow and offers a high level of automation. For example, I can add a member to a mailing list or grant access to folders on network drives.
What do you dislike about the product?
Nothing in particular. That said, I’d like to see some of Freshdesk’s features incorporated into Freshservice.
What problems is the product solving and how is that benefiting you?
Ticket automation helps agents be more productive, which supports meeting SLAs and improves customer satisfaction. Freddy AI optimizes resource allocation by leveraging ticket deflection for routine inquiries.
Alexander H.
Streamlined Operations with Insightful Analytics
Reviewed on Apr 14, 2026
Review provided by G2
What do you like best about the product?
I like the sheer quantity of analytical data that I can produce in seconds with Freshservice, which helps in making good decisions about resourcing and structuring our Central Services departments. The initial setup of Freshservice was very straightforward, and the support we receive is superb.
What do you dislike about the product?
It's a shame that we can't make our portal as bespoke as we'd like. We want it to be different for external and internal users but can't make all of the changes we'd like to. We would want the system to check the email address of the user and if it's internal, it displays a specific title and wording, whereas if the user isn't logged in, or is logged in without an internal email address, it displays a completely different title and wording. We can edit the workspaces they have access to, but that's about it.
What problems is the product solving and how is that benefiting you?
Freshservice tackles inefficiencies in Central Services' responses, provides easy analysis of workloads and efficiency, and automates processes. It delivers vast analytical data quickly, aiding in sound decision-making for resource management and departmental structuring.
Mayank J.
Compact, Efficient, but Needs Better Customization
Reviewed on Apr 08, 2026
Review provided by G2
What do you like best about the product?
I like Freshservice's compact and friendly user interface, as it supports faster onboarding and reduces resolution time, which are really helpful in our daily operations. The 24/7 customer support is another aspect I appreciate because it provides immediate help during outages and ensures faster issue resolution. Additionally, it offers better visibility for our tasks, making it easier to manage our IT, HR, and Finance operations.
What do you dislike about the product?
Limited customization. Reporting and Analytics could be stronger. Workarounds instead of clean processes. Reduced alignment with business processes. User experience limitations. Initial setup got delayed due to failed integration.
What problems is the product solving and how is that benefiting you?
I use Freshservice for ticketing, reporting, and asset management. It offers faster onboarding, reduced resolution time, better visibility, and immediate help during outages.