Freshservice Review 2025
Freshservice ITSM Plans & Pricing
Freshservice Comparison
Expert Review
Pros
Cons
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.
Incident Management
Efficiently handle and resolve IT incidents.
Problem Management
Identify and solve recurring issues with advanced solutions.
Change Management
Effectively manage IT infrastructure changes.
Request Management
Simplify service request processes for IT teams.
Reporting
Generate detailed reports for insights and decision-making.
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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