Freshservice Review 2025

Category: ITSM
Freshservice is a cloud-based service desk and IT service management (ITSM) solution that currently serves more than 40000 SMB, mid-market, and enterprise customers worldwide.

Freshservice ITSM Plans & Pricing

Starter
$19
/mo /agent
Growth
$49
/mo /agent
Pro
$89
/mo /agent

Freshservice Comparison

Expert Review

4.5
Price
5.0
Ease Of Use
5.0
Features
4.5
Support
3.5

Pros

v-pro
Ease of automation and workflow creations
v-pro
Easy to set up and maintain
v-pro
Optional PPM features for small-scaled projects

Cons

x-con
Support is a little slow to resolve issues & there is a language barrier
x-con
Out-of-the-box integrations are limited
x-con
Unable to add form fields across multiple forms or submission types
x-con
MFA management of users restricted to manage by the owner

Freshservice ITSM's Offerings

Asides from the free plan Freshservice offers, pricing comes in four different plans, depending on which features best suit your business needs.

Customer Support

Freshservice offers email support, phone and online chats.

Additional customer support:
Guides
These guides would help you train your admins, agents and end-users.

API Docs
Need APIs to extend Freshservice’s functionality? Freshservice’s API documentation covers it all.

Personal experience with support:
Despite the various supports available, however, Freshservice Support is not responsive to requests in a timely or technically adequate manner. Sales pressure is high for them to close the deal but once done, they do respond though issues drag out or are not resolved.
I’m surprised that their tech support is inadequate. A company selling a product for customer support is supposed to have stellar support themselves at least.

Features & Functionality

General Features

Freshservice offers a ton of useful features which makes it a great competitor in the ITSM industry, in total, there are over 130 features offered by Freshservice, a few of which include:

IT Service Management

Delight your organization with a modern service management solution that puts an emphasis on experience.

SLA Management

Set multiple SLA policies for different business hours or incident categories. Easily resolve tickets based on priorities, and automate escalation rules to communicate about SLA violations.

Unified Service Catalog

Easily deploy powerful, extensible workflows that ensure speedy service delivery from everything as simple as password resets to as complex as new hire onboarding. Unify your service delivery into a single, modern platform.

Others include:

Reporting, Dashboards, Time Tracking, Surveys, Access & Usability, MobileSelf Service, Active Directory, Multi-Channel Access, Administration, Reports & Analytics, Service Desk, Help Desk, Incident Reports.

Integrations

Freshservice fits right into your existing business ecosystem with integrations available for popular business apps.
Native Integrations: Amongst the native Integrations are Freshdesk, Slack, MS Teams, Jira, Zoom, Rescue, and G suite plus tons of other integration including Amazon Web Services, which lets you Import virtual assets right from cloud storage EC2.

v-pro
Multi-Currency Support
v-pro
Mobile App Access
v-pro
Automated Reminders & Notifications
v-pro
Tax Compliance
v-pro
Purchase Order Tracking
v-pro
Advanced Security
v-pro
Audit Trail and Compliance Support
v-pro
Data Import and Export
v-pro
Accounting Software Integration

Incident Management

Efficiently handle and resolve IT incidents.

v-pro
Major Incident Management
v-pro
Single-Pane Agent View
v-pro
AI-Powered Insight
v-pro
Omni-Channel Notifications
v-pro
Visual Task Boards
v-pro
Guided Setup

Problem Management

Identify and solve recurring issues with advanced solutions.

v-pro
Contextual Knowledge
v-pro
Automated Notifications
v-pro
Remediation Plans
v-pro
Real-Time Analytics

Change Management

Effectively manage IT infrastructure changes.

v-pro
Multimodal Change
v-pro
Change Success Score
v-pro
Change Approval Policies
x-con
Risk Intelligence
v-pro
Built-In Risk Assessment and Calculation

Request Management

Simplify service request processes for IT teams.

v-pro
Chatbot-Embedded Portals
v-pro
Service Catalog Builder
v-pro
Embedded Experiences
v-pro
Graphical Workflow
x-con
Two-Way Notifications
v-pro
Quick & Easy Approvals

Reporting

Generate detailed reports for insights and decision-making.

v-pro
Report Designer
v-pro
Report Administration
v-pro
Natural Language Query
v-pro
Dashboards

Ease Of Use:

Modern look and feel, beautiful icons and this makes the whole experience nice and intuitive. The workflows are very easy to create. It didn’t take very long for me to learn the entire settings in the Admin panel. The most important area of the tool is form customization and Freshservice meets all complex requirements and it is easy to use at the same time.

Compared to its competitors, Freshservice provides all ITSM requirements and it is user-friendly.

Verdict:

Freshservice is an easy-to-implement and intuitive solution for any modern IT team. The web user interface and native mobile applications make it incredibly user-friendly. I’ve found the post-go-live support beneficial, instant chat response and call escalation make CSI simple to implement. Freshservice has excellent features and allows us to manage our product and service catalog more efficiently, and the ticket issuance and response flow is very easy to follow. The platform is intuitive, easy to use, and has an excellent support service

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