Sold by: Freshworks Inc.Â
Deployed on AWS
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Modernize IT and other business functions with a refreshingly easy-to-use, simple-to-configure IT service desk solution in the cloud.
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.comÂ
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
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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
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Content disclaimer
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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.comÂ
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 capabilities with drag-and-drop actions and zero-code automation implementation
Multi-Channel Service Desk
Comprehensive support channels including email, self-service portal, mobile app, phone, chatbot, and feedback widgets
Enterprise Integration
Extensive ecosystem solutions with robust APIs for seamless integration with existing enterprise systems and tools
Asset Management
ITIL-compliant modules for tracking and managing organizational IT assets and resources
Service Management Analytics
Advanced analytics capabilities for monitoring and analyzing service desk performance and operational metrics
Multi-Channel Support
Provides support across web, social, mobile, messaging, live chat, email, and voice communication channels
AI-Powered Customer Service
Includes AI-powered bots and intelligent routing capabilities for automated customer interactions
Agent Workspace Integration
Centralized workspace with comprehensive customer context and over 1,200 pre-built integrations
Knowledge Management
Comprehensive knowledge base system for managing and organizing customer support information
Real-Time Analytics
Built-in real-time reporting and analytics tools for tracking and optimizing customer service performance
Workflow Automation
Code-free automation capabilities with ability to generate reports, create real-time updates, and send notifications across teams and tools
Multi-Level Access Control
Enterprise-grade platform with multi-level user permissions and granular audit logs for comprehensive security management
Service Management Platform
Integrated ticketing, project, asset, and knowledge base management system with cross-organizational collaboration features
AI-Powered Service Operations
AI building blocks enabling automated service processes including ticket routing, tagging, and self-service experiences
Advanced Reporting Capabilities
Real-time activity tracking with comprehensive reporting tools for data-driven decision making and trend identification
Validated by AWS Marketplace
FedRAMP
GDPR
HIPAA
ISO/IEC 27001
PCI DSS
SOC 2 Type 2
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No security profile
No security profile
Standard contract
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No
Customer reviews
2
3 ratings
3 AWS reviews
|
1273 external reviews
Star ratings include only reviews from verified AWS customers. External reviews can also include a star rating, but star ratings from external reviews are not averaged in with the AWS customer star ratings.
Maria A.
Great Ticket Organization, But Needs Better Folder and Snooze Options
Reviewed on Oct 21, 2025
Review provided by G2
What do you like best about the product?
I like the variety of options available for organizing tickets, such as tags, categories, due dates, and urgency levels. I also find it helpful that it allows me to save canned responses, even with attachments included.
What do you dislike about the product?
I find it frustrating that the system doesn't let you save tickets in separate folders or snooze them. This becomes especially problematic when you have more than 50 tickets, as it makes it hard to manage them efficiently. As a result, some tickets may go unattended for days, which is a significant drawback.
What problems is the product solving and how is that benefiting you?
Our company started using Freshservice to get a better idea of the number of requests we receive daily and how long it takes us to resolve them. It has helped us track our metrics and improve our monthly goals
James W.
Streamlined Our Internal Operations, Freeing Us to Focus on Core Product Development
Reviewed on Oct 16, 2025
Review provided by G2
What do you like best about the product?
My team's efficiency is the most important thing as the Head of Marketing at a software company. Although I am not part of the IT department, the Freshservice implementation by the operations team was great and the impact of the department was very positive from the first moment. The main highlight of the product is its ease of use; filing tickets for whatever it is, be it graphic design requests or new software access, is absolutely straightforward through the portal. Thanks to the automated ticket routing, our requests are handed over to the right person or team without any waiting time. I employ it regularly, and the openness it offers, which lets me know the status of my team's requests, has been a great change from which internal emails and meetings for follow-ups have been largely eliminated.
What do you dislike about the product?
While the number of features is impressive, the initial setup for some of the more advanced workflow automations required considerable effort from our IT lead. For a smaller company without a dedicated admin, this could be a hurdle. Furthermore, while generally responsive, we did experience a delay in customer support resolution for a complex integration question early on. It was eventually solved, but the initial response time was slower than we had hoped.
What problems is the product solving and how is that benefiting you?
Essentially, Freshservice has been the key to untying the tangled mess of erratic, internally unstructured requests. My marketing team was using a horrible mix of email, Slack messages, and impromptu conversations to get the support they needed from IT, design, and other internal functions before the implementation of Freshservice. It was a time when tickets were getting lost, priorities were unclear, and what was in progress was difficult to track. Freshservice made the system more orderly and brought accountability. The big win for me and my team is a huge jump in operational clarity. We are less involved in the game of chasing people for updates and more engaged in high-value marketing work. This efficient method has an immediate positive impact on our productivity and a great deal of freedom to support the company's growth at a faster pace, knowing that our internal dependencies are under control.
Navojith Shankar G.
Efficient ITSM platform with great automation and asset tracking
Reviewed on Oct 01, 2025
Review provided by G2
What do you like best about the product?
Freshservice offers a clean and intuitive interface that makes managing IT tickets and service requests incredibly easy. The automation features save a lot of time by streamlining repetitive tasks, and the asset management module helps us keep track of hardware and software efficiently. Integration with tools like Azure AD and Slack is seamless, and onboarding workflows are well-structured.
What do you dislike about the product?
While the platform is powerful, the reporting and analytics features could be more flexible and customizable. Sometimes, the dashboard takes time to load when there are a large number of tickets.
What problems is the product solving and how is that benefiting you?
Freshservice helps us streamline IT support operations by centralizing ticket management, automating repetitive tasks, and improving visibility into service requests. It has significantly reduced response times and improved SLA compliance. The onboarding workflows and asset tracking features have made employee transitions smoother and more efficient. Overall, it has enhanced our team's productivity and improved user satisfaction across departments.
Vikram P.
Freshservice review
Reviewed on Sep 25, 2025
Review provided by G2
What do you like best about the product?
-Ease of use
-GUI is good and informative.
-Good customer support
-Integrates with GWP makes life easy.
-Asset tracking with the tickets.
-Asset management.
-Option to create an individual workplace.
-As I use this day in and out, it's beneficial to have brief information and tiles for ticket status and responses.
-GUI is good and informative.
-Good customer support
-Integrates with GWP makes life easy.
-Asset tracking with the tickets.
-Asset management.
-Option to create an individual workplace.
-As I use this day in and out, it's beneficial to have brief information and tiles for ticket status and responses.
What do you dislike about the product?
The setting page can be more refined, and the task automation is complicated.
What problems is the product solving and how is that benefiting you?
It has refined the ticketing system and made it easier to manage and maintain the records. Integration with multiple apps gives easy access and ticket updates.
Setting pane can be more refined .
Setting pane can be more refined .
Fathy M.
Simple IT ticketing system
Reviewed on Sep 06, 2025
Review provided by G2
What do you like best about the product?
Simplicity, pricing plans , integrations
What do you dislike about the product?
not for big organization, it is okay for small to medium organizations
What problems is the product solving and how is that benefiting you?
orgnize IT Issues in one place, allowing help desk team to cooperate together to solve the issues and also document it