--- description: Review of Freshservice Software: system overview, features, price and cost information. Get free demos and compare to similar programs on Software Advice Ireland. image: https://gdm-localsites-assets-gfprod.imgix.net/images/software_advice/og_logo-55146305bbe7b450bea05c18e9be9c9a.png title: Freshservice | Reviews, Pricing & Demos - SoftwareAdvice IE --- Breadcrumb: [Home](/) > [Incident Management Software](/directory/4577/incident-management/software) > [Freshservice](/software/436317/freshservice) # Freshservice Canonical: https://www.softwareadvice.ie/software/436317/freshservice Page: 1 / 33\ Next: [Next page](https://www.softwareadvice.ie/software/436317/freshservice?page=2) > Freshservice by Freshworks is an AI-powered, unified service operations platform built for agile enterprises that need to move fast without sacrificing control. Freshworks is named a Leader in the 2026 Gartner® Magic Quadrant™ for IT Service Management Platforms, recognition we believe reflects our strategic platform investments, product enhancements shaped by customer feedback, and strong visibility among ITSM buyers. By bringing ITSM, ITOM, ITAM, and enterprise service management together on one platform with a shared data and context model, Freshservice reduces the fragmentation and tool sprawl that slow teams down, creating a more consistent source of truth across services, assets, and infrastructure. IT teams gain visibility into their environment through automated discovery, a robust CMDB for impact analysis and root cause resolution, and streamlined incident, problem, change, and major incident management. Beyond IT, Freshservice extends service delivery to HR, finance, and facilities, giving business teams a consistent and efficient service experience without requiring separate tools. Freshservice includes Freddy AI, a domain-specific AI layer that helps agents resolve issues faster, automates employee service requests, and gives leaders insights to make better decisions. Embedded across service workflows, Freddy AI acts as a force multiplier for teams by helping reduce repetitive work, accelerate resolution, and surface patterns and risks earlier. The result is faster, more informed service operations that help teams become more proactive while maintaining the governance and control the business requires. > > Verdict: Rated **4.6/5** by 791 users. Top-rated for **Likelihood to recommend**. ----- ## Quick Stats & Ratings | Metric | Rating | Detail | | **Overall** | **4.6/5** | 791 Reviews | | Ease of Use | 4.6/5 | Based on overall reviews | | Customer Support | 4.5/5 | Based on overall reviews | | Value for Money | 4.4/5 | Based on overall reviews | | Features | 4.3/5 | Based on overall reviews | | Recommendation percentage | 90% | (9/10 Likelihood to recommend) | ## About the vendor - **Company**: Freshworks - **Location**: San Mateo, US - **Founded**: 2011 ## Commercial Context - **Starting Price**: US$19.00 - **Pricing model**: Per User (Free Trial) - **Pricing Details**: 14-day free trial, no credit card required. - **Target Audience**: Self Employed, 2–10, 11–50, 51–200, 201–500, 501–1,000, 1,001–5,000, 5,001–10,000, 10,000+ - **Deployment & Platforms**: Cloud, SaaS, Web-based, Android (Mobile), iPhone (Mobile), iPad (Mobile) - **Supported Languages**: Chinese, Dutch, English, French, German, Italian, Japanese, Polish, Portuguese, Russian, Spanish, Swedish, Thai, Traditional Chinese, Turkish, Vietnamese - **Available Countries**: Australia, Austria, Bahrain, Belgium, Brazil, Brunei, Cambodia, Canada, Chile, China, Colombia, Costa Rica, Czechia, Denmark, Ecuador, Finland, France, Germany, Greece, Hong Kong SAR China and 41 more ## Features - AI Copilot - AI Summarization - API - Access Controls/Permissions - Active Directory Integration - Activity Dashboard - Activity Tracking - Alerts/Escalation - Alerts/Notifications - Analytics - Approval Process Control - Approval Workflow - Asset Discovery - Asset Lifecycle Management - Asset Tracking - Assignment Management - Audit Management - Audit Trail - Automated Discovery - Automated Responses ## Integrations (54 total) - Amazon Redshift - Azure DevOps Server - BambooHR - BigQuery - Box - ClickUp - Copper - Docusign - Dropbox - Dynamics 365 - FreshBooks - Freshchat - FullContact - GitHub - Google Analytics 360 ... and 39 more integrations ## Support Options - Email/Help Desk - FAQs/Forum - Knowledge Base - Phone Support - 24/7 (Live rep) - Chat ## Category - [Incident Management Software](https://www.softwareadvice.ie/directory/4577/incident-management/software) ## Related Categories - [Business Continuity Software](https://www.softwareadvice.ie/directory/4137/business-continuity/software) - [Knowledge Base Software](https://www.softwareadvice.ie/directory/3898/knowledge-base/software) - [Inventory Management Software](https://www.softwareadvice.ie/directory/4490/inventory-management/software) - [Contract Management Software](https://www.softwareadvice.ie/directory/4157/contract-management/software) - [Help Desk Software](https://www.softwareadvice.ie/directory/4160/help-desk/software) ## Alternatives 1. [Freshdesk](https://www.softwareadvice.ie/software/110247/freshdesk) — 4.5/5 (3470 reviews) 2. [Zendesk Suite](https://www.softwareadvice.ie/software/26892/zendesk-talk) — 4.4/5 (4090 reviews) 3. [Milvus](https://www.softwareadvice.ie/software/246233/milvus) — 4.8/5 (298 reviews) 4. [MaintainX](https://www.softwareadvice.ie/software/116409/maintainx) — 4.8/5 (1060 reviews) 5. [LiveAgent](https://www.softwareadvice.ie/software/109980/liveagent) — 4.7/5 (1787 reviews) ## Reviews ### "Great IT Ticketing System" — 5.0/5 > **James** | *10 July 2026* | Higher Education | Recommendation rating: 8.0/10 > > **Pros**: With this platform, there's a clean interface, you can efficiently manage tickets, customize fields, automate ticket properties, integrate with Slack, and more. > > **Cons**: It would be nice to have a few more features. For examples: - the ability to edit ticket work type on the list view - have a list view of both tickets assigned to me and tickets I'm watching - set colors of tickets based on field properties > > We use Freshservice for ticket management, change management, knowledge base, and more. Most of all, it has been a very helpful tool for our IT team to manage incidents, feature requests, and projects. ----- ### "Turned our messy ticket process into something that actually flows" — 5.0/5 > **Mankeshwar** | *7 July 2026* | Information Services | Recommendation rating: 10.0/10 > > **Pros**: Honestly, the thing I appreciate most is that it doesn't feel like you need an IT degree just to use it properly. Setting up ticket categories and assigning them to the right people took barely any effort. What really changed things for our team was the auto-routing - tickets land with the correct agent instantly instead of sitting in some queue waiting for someone to notice them. We also lean heavily on the self-service portal, and it's cut down a surprising chunk of "how do I..." emails since people just search and find their answer. Support tickets that used to take a full day to resolve now often close within a few hours because nothing gets lost in the shuffle. > > **Cons**: If I had to nitpick, the analytics side needs polishing. You can pull basic numbers easily enough, but anything beyond that requires jumping through hoops, and half the time I end up copying data into a spreadsheet just to make sense of it. Notifications are another sore spot - sometimes they're a little delayed, and once or twice agents missed an update because it didn't ping in real time. Also, the sheer number of settings and configuration options can feel overwhelming when you're first setting things up; there's a bit of a maze to navigate before it clicks. > > Switching to this platform genuinely made our support process less chaotic. Tickets used to pile up with no clear ownership, and now everything has a clear path from the moment it's submitted to when it's closed out. The self-service options mean our team spends less time answering the same basic questions repeatedly, freeing us up for actual problem-solving. It's not flawless - the reporting side still frustrates me occasionally - but day to day, it just works, and that reliability counts for a lot. ----- ### "IT tickets, simplified" — 5.0/5 > **Ellie** | *29 May 2026* | Education Management | Recommendation rating: 9.0/10 > > **Pros**: IT ticket submission and tracking easy, with a good UX and simple ways to see the status of your request (which is really important since IT is so central to my job\!) > > **Cons**: Too many emails\! I wish it was easier to opt out so that you could only get the info you really need ----- ### "Freshservice is now boosting its AI features for ITSM" — 4.0/5 > **Lex** | *15 May 2026* | Logistics & Supply Chain | Recommendation rating: 8.0/10 > > **Pros**: 1. ease of use, and its ready-to-use functionalities 2. they have seamless updates every month with no disruption or downtime 3. their self-service portal is now AI-generated response enabled > > **Cons**: 1. no access to back-end tables 2. if the functionality is not available, there is no way for customization. you have to wait for a feature enhancement > > Last year, I have rated Freshservice with below expectation ratings due to restricted platform customization. However, this year the platform made significant improvements and their enhancements sky-rocketed our agent and user experience. ----- ### "Easy-to-Use ITSM Solution with Powerful Automation" — 5.0/5 > **Swaroop** | *13 July 2026* | Pharmaceuticals | Recommendation rating: 8.0/10 > > **Pros**: Freshservice is easy to use, and the interface is clean and intuitive. The ticket management system helps keep support requests organized, while the automation and workflow features reduce manual effort and improve response times. The asset management module makes it easy to track IT assets in one place, and the reporting features help improve overall efficiency. Their customer support has been responsive whenever we've needed assistance, and overall the platform offers good value for money considering the features it provides. > > **Cons**: Overall, it's a solid platform. Some advanced customization options can take a little time to understand, and a few reports require additional configuration to get the exact information needed. Other than that, it has worked well for our team's day-to-day IT service management. > > Our overall experience with Freshservice has been very positive. It provides a user-friendly interface that makes ticket management straightforward for both agents and end users. The automation and workflow capabilities have helped reduce manual tasks and improve response times, while the asset management features keep IT resources well organized. Customer support has been helpful whenever needed, and the platform offers good value for money with the features included. Overall, Freshservice has helped improve the efficiency of our IT service management processes. ----- Page: 1 / 33\ Next: [Next page](https://www.softwareadvice.ie/software/436317/freshservice?page=2) ## Links - [View on SoftwareAdvice](https://www.softwareadvice.ie/software/436317/freshservice) ## This page is available in the following languages | Locale | URL | | de | | | en | | | en-AU | | | en-GB | | | en-IE | | | en-NZ | | | fr | | ----- ## Structured Data