Freshservice Starter
29
What is Freshservice?
Freshservice, developed by Freshworks, is a cloud-based IT service management (ITSM) solution designed to streamline IT operations and enhance service delivery. It offers a range of features, including incident management, asset management, and workflow automation. With Freshservice, businesses can manage IT assets throughout their lifecycle using scannable barcodes and QR codes, track software and hardware assets, and monitor asset depreciation.
The platform also includes a comprehensive helpdesk system, allowing IT teams to manage tickets efficiently, perform incident management, and utilize advanced analytics for performance tracking. Freshservice’s automation tools help streamline repetitive tasks, while its knowledge base and self-service portal empower employees to resolve issues independently, reducing the burden on IT support.
Freshservice is suitable for organizations of all sizes looking to optimize their IT service management processes, improve efficiency, and enhance user satisfaction.
Best for
Small BusinessMedium BusinessLarge Enterprise
Pricing
Starting at $29/month · Subscription
Freshservice Growth
59
Freshservice Pro
115
Features
46 features that make Freshservice stand out.
Access Controls/Permissions
Approval Process Control
Asset Tracking
Audit Management
Compliance Tracking
Configuration Management
Contract/License Management
Cost Tracking
Dashboard
Inventory Management
Issue Auditing
IT Asset Database Creation
Maintenance Management
Mobile Access
Real-time Alerts
Requisition Management
Supplier Management
Workflow Configuration
Customizable Branding
Knowledge Management
Self Service Portal
Reporting/Analytics
Collaboration Tools
Customizable Templates
Cataloging/Categorization
Feedback Management
Multi-Language
Search/Filter
Help Desk Management
Multi-Channel Communication
Activity Tracking
Third-Party Integrations
Multi-Channel Management
Multi-Location
Project Management
Project Tracking
Real-Time Monitoring
Recurring Issues
Relationship Mapping
Release Management
Resource Management
Routing
Scheduling
Sell Side (Customers)
Service Catalog
Surveys & Feedback
Pros & Cons
Pros
- Ease of Use and ImplementationUsers consistently praise Freshservice for its intuitive interface and straightforward setup process. The availability of trial instances aids in seamless migration to a live environment, making it user-friendly and quick to deploy.
- CustomizabilityThe platform offers extensive customization options, allowing organizations to tailor ticket fields and workflows to their specific needs. This flexibility helps in creating detailed metrics and optimizing service operations.
- Integration CapabilitiesFreshservice integrates well with various third-party applications, such as Google Apps, Dropbox, AWS, and more. This interoperability ensures that it can meet diverse business requirements even when certain functionalities are not natively available within the platform.
- Support and ResponsivenessThe support provided by Freshservice is noted to be prompt and effective, with live chat and quick resolutions being highlighted by users. This level of support enhances user satisfaction and system reliability.
- Comprehensive ITSM FeaturesFeatures such as incident management, asset management, change management, and service-level management are robust and cater well to the needs of IT service desks. These features help organizations maintain high service delivery standards.
Cons
- Analytics CustomizationWhile report creation is generally easy, some users feel there is room for improvement in the customization options for analytics. Enhanced customization could further optimize reporting capabilities.
- Advanced FeaturesSome advanced features, like policy and contract enforcement, could be refined more. Users occasionally find these features less intuitive than other functionalities.
- Scalability ConcernsAlthough suitable for most organizations, Freshservice might be less ideal for entities requiring infinite configurability due to limited access to underlying code. This can be a constraint for highly specific custom requirements.
- Response Times Beyond First Line SupportIn some instances, support issues escalate beyond the first line and take longer to resolve, which can be a drawback for time-sensitive problems.
- Integration with Non-IT FunctionsWhile Freshservice has been extended to non-IT functions in some organizations, its adaptability, and functionality in these areas could be improved.
Freshservice alternatives
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No alternatives listed yet.
Frequently asked questions
Is Freshservice free to use?
Freshservice does not currently offer a free tier or free trial. Pricing starts at $29 and depends on the plan you choose.
How much does Freshservice cost?
Freshservice starts at $29/month. Higher tiers add seat capacity, automation, integrations and enterprise-grade controls.
What does Freshservice integrate with?
Freshservice integrates with popular tools such as Jira, DocuSign, Freshsales, FreshBooks, Trello, plus an open API for custom workflows.
Who is Freshservice best suited for?
Freshservice is built for teams who need to standardise the workflow it covers — typically growing companies who have outgrown spreadsheets but don't yet need enterprise-grade procurement suites. The exact fit depends on company size, deal volume and compliance requirements.
How long does it take to onboard Freshservice?
Most teams are live on Freshservice within 2–6 weeks. Simpler implementations (small teams, default workflows) can be done in days; large enterprise rollouts with custom approval chains and ERP integration take longer.
About the authors
Rashi AroraWriter
Rashi Arora is currently working as a Project Manager at Aventra Group. Prior to this, she was a Product Owner at Broadcom. Rashi has gained expertise by managing renewals on Salesforce CPQ and improving the Renewal Admin Portal. Her strategic involvement in transitioning customer experiences from perpetual to SaaS models highlights her ability to modernize business operations. Rashi’s academic background from the prestigious International Institute of Information Technology Bangalore, coupled with her training from Product School, forms a strong foundation for her career. She effectively comb
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Ana Maria StanciucEditor
Ana Maria Stanciuc is a highly skilled writer and content strategist with 10+ years of experience. She has experience in technical and creative writing across a variety of industries. With a background in journalism, her expertise goes beyond writing, as she brings a unique combination of creative storytelling and technical accuracy to her work. She is currently the Head of Content at Tekpon and the Editor in Chief for Tekpon Magazine. In her current role, she leverages her extensive writing experience and strategic insight to produce valuable content. Ana-Maria specializes in reviewing and cu
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