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.
AI-Powered Automation
AI agents capable of handling customer issues from start to finish with automated resolution capabilities
Multi-Channel Support
Support across web, social, and mobile channels with unified agent workspace for centralized conversation management
Knowledge Management System
Knowledge graph and knowledge management capabilities for organizing and accessing customer service information
Integration Ecosystem
Over 1,200 pre-built integrations with native AWS connectivity and custom integration configuration tools
Real-Time Analytics and Reporting
Built-in analytics, real-time reporting, and measurement insights for monitoring service performance and outcomes
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
Jeff M.
Easy to Use, Everything Under One Roof
Reviewed on May 07, 2026
Review provided by G2
What do you like best about the product?
Easy to use and his everything under one roof.
What do you dislike about the product?
Would like to have more overall customization options.
What problems is the product solving and how is that benefiting you?
Breaks down siloed communication between departments and keeps a single source of truth for IT-related tasks and issues.
R K M.
Much-Improved End-User Experience with Frequent Freshservice Updates
Reviewed on May 06, 2026
Review provided by G2
What do you like best about the product?
Freshservice has provided a much-improved end-user experience for our employees compared with our previous solution. Our new agents can also get up and running on Freshservice in less time. Each month, there are many updates to the application, which helps keep things feeling current and continually improving.
What do you dislike about the product?
Took a while to get used to using the API to perform certain tasks that in some other applications, is built into the UI.
What problems is the product solving and how is that benefiting you?
Freshservice helps us manage the incredible amount of tickets we injest each month, for multiple internal service departments
Jordan M.
Highly Customisable, Well-Developed System with Useful Integrations
Reviewed on May 06, 2026
Review provided by G2
What do you like best about the product?
Freshservice is a well-developed system with many useful integrations and excellent customisability.
What do you dislike about the product?
There’s a steep learning curve at the start, and it took a lot of custom workflows to get it to where we wanted it.
What problems is the product solving and how is that benefiting you?
I’ve saved a lot of time with the automations and workflows, and fewer tasks get forgotten thanks to scheduled tickets. The built-in asset management has also been very helpful.
Sam A.
Streamlined Ticket Management, User-Friendly Automation
Reviewed on May 06, 2026
Review provided by G2
What do you like best about the product?
I really appreciate the great user interface of Freshservice, which makes it easy to use. The dynamically updating fields and the workflow rules are fantastic for automation purposes. I also find the reporting and widgets really helpful for monitoring metrics, which keeps me informed about the important details.
What do you dislike about the product?
Mostly works fine, the workflow rule automation for more complicated tasks can be quite difficult to setup or is limited with the options available for certain scenarios.
What problems is the product solving and how is that benefiting you?
Freshservice allows users to raise tickets themselves and maintains a recorded conversation, enhancing ticket management. The user interface is great, with dynamic fields and workflow automation saving time. Reporting and widgets effectively monitor metrics, improving my experience.
Marketing and Advertising
Easy-to-Navigate UI with Helpful, Non-Intrusive AI Automation
Reviewed on May 06, 2026
Review provided by G2
What do you like best about the product?
The UI is easy to navigate, and the settings options are clear and straightforward. The AI automated features aren’t too intrusive, but they’re still genuinely helpful when you need them.
What do you dislike about the product?
Occassionaly, there have been issues using 3rd party apps and integrations where those apps need updates or reconfiguration, but there is no clear notification for this.
What problems is the product solving and how is that benefiting you?
It helps with day-to-day issue management and asset management.