Freshservice

About Freshservice

Deep Dive with Clara AI

Freshservice is a complete and highly efficient project management software that facilitates crafting a professional-grade project right from the grassroots-level. Real-time project dashboard allows easy tracking, monitoring and assessing all the project phases as it progresses. The tracking indicator also keeps the team alert against the deadline. The software allows impressive collaboration, where team members can add comments on any given project. Better project status visibility is possible with Fresh Service. It comes equipped with many useful project management features. The software, besides IT project management, also can help in ITSM and IT asset management as well.

Screenshots & Videos

Pricing

Free Trial Available
Starts at $19.0. Offers Custom plan.
View Detailed Pricing

SW Score Breakdown The SW Score breakdown shows individual score for product features.Read more

Features The Feature Score % is calculated using the weighted average method, where core features hold more weight in the final calculation. Read more

100%
Reviews

93%
Momentum

64%
Popularity

90%

Platforms Supported

Browser Based (Cloud)
Mobile App (Android, iOS)

Organization Types Supported

All (Small, Medium, Large)
Freelancers

API Support

Available

Modes of Support

24/7 (Live rep), Business Hours, Online

Freshservice Features

Show Feature Explanation

Service Desk Features

Features: The Feature Score % is calculated using the weighted average method, where core features hold more weight in the final calculation. Read more

100%

Unique Features

AI Assistant

AI Assistant helps you provide information and perform specific tasks to significantly improve your success rate. It can perform one or many tasks like analyzing your deals, contacts, and emails, generating the perfect email, and more.

Multi-Channel Communication

Helps in receiving queries and offering help through multiple channels

Customizable Branding

This feature enables the customization of brand marketing to meet specific requirements and preferences.

Self Service Portal

Provides the employees with a website where they can update their accounts, make bill payments, avail necessary information and other self-help functions

Standard Features

Walk-up Experience

Allows users to receive in-person IT support without prior appointments, similar to a tech bar or help kiosk. Includes digital queue management, real-time status updates, and personalized service.

Request Management

Helps handle user requests for information, access, or standard services (such as password resets or software installations). It streamlines fulfillment through automated workflows and self-service options.

Problem Management

Identifies and addresses the root causes of recurring incidents. Focuses on preventing future issues by analyzing trends, documenting known errors, and implementing long-term solutions.

Prioritization

Arrange the list of activities, incidents, and tasks based on their relative importance

CMDB

Configuration Management Database (CMDB) is a database with an in-depth view of configuration items (CI), attributes, incidents and performance throughout its lifecycle.

Change Management

Make coordinated changes during the product's lifecycle and accomplish alterations even after finalization of designs.

Mobile Access

Allows accessing the software and product/service related information from a mobile device

Reporting (Analytics)

Provides insightful reports and important business metrics to track and measure the outcomes and progress.

Incident Management

Helps in identifying, analyzing and rectifying a bad incident or issues to ensure it does not reoccur in future

Macros (Templated Responses)

It helps to store, create, and send pre-written responses to maintain the flow of the conversation.

Ticket Management

Facilitates in recording and organizing customer complaints into tickets and systematically track their progress until they are resolved

Surveys and Feedback

Helps to disclose the relationship of customer satisfaction rate with sales trends and also helps to get direct accurate feedback

Knowledge Base

Helps to compile repetitive customer queries and structures them into retrievable how-to articles or FAQs.

Contract (SLA Management)

Helps to manage, automating and organizing important aspects concerning a service-level agreement

Automated Routing

It helps in automatically directing queries and data to the appropriate agent.

Alerts (Escalation)

Helps to route critical tickets to the boss or in-house experts and alerting against them when such come

Multi-language Support

Available in multiple languages to support global customers

Remote Access

Permits users to access applications and files, whether traveling or working remotely away from the office or home network.

Asset Management

Manages the entire lifecycle of the assets and equipment

Freshservice Pricing

Free Trial

Available

No Credit Card Required, Get Started for Free

Pricing Options

Premium Plans ( Subscription / Quotation Based )

MONTHLY YEARLY

Starter $19.00 $29.00 per user / month

For Small Teams Starting their First Service Desk and Moving Away From Shared Inboxes.

Features

IT Service Management (ITSM)
- Channels - Email, Phone, Chat, Widget
- ServiceBot on Microsoft Teams and Slack
- Support Portal
- Incident Management
- Knowledge Management
- Task Management
- Occasional Agents
- CSAT Surveys
- SLA Management
- Service Catalog
- Managed Service Provider (MSP) Mode
- Problem Management
- Change Management
- Release Management
- Workload Management
- Sandbox
Enterprise Service Management (ESM)
Reporting and Analytics
Productivity Enhancers
Administration and Security
Platform
Customer Support

Growth $49.00 $59.00 per user / month

For IT Teams Building Foundational Practices to Move From Reactive to Streamlined Service Delivery.

Features

Includes Features of Starter Plan, Plus
IT Service Management (ITSM)
- SLA Management
- Service Catalog
- Managed Service Provider (MSP) Mode
IT Asset Management (ITAM)
IT Operations Management (ITOM)
Enterprise Service Management (ESM)
Reporting and Analytics
Productivity Enhancers
Administration and Security
Platform
Customer Support

Pro $99.00 $119.00 per user / month

For Advancing Teams Breaking Silos and Unifying Service Management Across Functions.

Features

Includes Features of Growth Plan, Plus
IT Service Management (ITSM)
- Problem Management
- Change Management
- Release Management
- Workload Management
AI Agents and Assistants
- For Monthly Plan Freddy AI Copilot - $35/Agent/Month
- For Yearly Plan Freddy AI Copilot - $29/Agent/Month
IT Asset Management (ITAM)
IT Operations Management (ITOM)
Enterprise Service Management (ESM)
Reporting and Analytics
Productivity Enhancers
Administration and Security
Platform
Customer Support
Project Portfolio Management

Enterprise Custom

For Mature IT Organizations Driving Strategic Impact With AI and Enterprise-wide Service Excellence.

Features

Includes Features of Pro Plan, Plus
IT Service Management (ITSM)
- Sandbox
AI Agents and Assistants
- For Monthly Plan Freddy AI Copilot - $35/Agent/Month
- For Yearly Plan Freddy AI Copilot - $29/Agent/Month
- Freddy AI Insights
- Freddy AI Agent
IT Asset Management (ITAM)
IT Operations Management (ITOM)
Enterprise Service Management (ESM)
Reporting and Analytics
Productivity Enhancers
Administration and Security
Platform
Customer Support
Project Portfolio Management

Screenshots of Vendor Pricing Page

Disclaimer: The pricing details were last updated on 28/08/2025 from the vendor website and may be different from actual. Please confirm with the vendor website before purchasing.

Learn more about Freshservice Pricing

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Freshservice Reviews

User Rating

4.1/5 (Based on 95 Ratings)

Rating Distribution

Excellent
58.9%
Very Good
15.8%
Average
9.5%
Poor
5.3%
Terrible
10.5%

User Sentiments

Intuitive User Interface, Extensive Features, Powerful Automation, Excellent Customer Support

Inconsistent User Interface, Limited Asset Management, Poor Reporting, Mobile App Limitations

Do You Use Freshservice?

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Review Summary

From the reviews, users appreciate Freshservice's user-friendly interface and its comprehensive features, which include incident management, asset management, and customer self-service. Freshservice is also praised for its strong customer support and the dedication of its team in accommodating user requests and addressing issues promptly. Additionally, it integrates easily with other applications, enhancing workflow efficiency. However, some users have expressed concerns about its occasional glitches and the need for improvement in reporting and analytics capabilities. Overall, Freshservice is a reliable and robust ITSM solution that caters to the needs of various businesses, making it a popular choice among users.