Freshservice Review

Freshservice is a modern, intelligent IT service management solution that helps IT teams deliver exceptional service with speed and precision. Part of the Freshworks family, it combines enterprise-grade ITSM capabilities with consumer-grade usability. The platform offers complete ITIL-aligned service management including incident management, problem management, change management, and release management. Freddy AI, the built-in artificial intelligence, automates routine tasks, suggests solutions to agents, and even resolves common issues without human intervention. Key features include a powerful asset management system that automatically discovers and tracks all IT assets, a customizable service catalog for end-users, and workflow automations that eliminate manual, repetitive tasks. The self-service portal with an integrated knowledge base empowers employees to solve issues independently. Trusted by 60,000+ organizations including Honda, Fujitsu, and NYU, Freshservice consistently earns top ratings on G2 and Gartner Peer Insights. The platform deploys quickly, integrates with 1,000+ apps, and scales from small IT teams to global enterprises. Start with a 14-day free trial - no credit card required.

Category: Customer Support · Pricing: $19-119/agent/month · SaaSGuidr score: 8.8/10

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Common questions

Is Freshservice free?

Freshservice is a paid product ($19-119/agent/month). Check the vendor's site for a current free trial or demo.

What is Freshservice used for?

Modern IT service management solution. Common uses include it service desk, asset management, change management.

What are the main downsides of Freshservice?

Reviewers most often mention: can be expensive for large teams; some feature overlap with freshdesk; advanced customization needs higher tiers.

What does Freshservice integrate with?

Freshservice integrates with Slack, Microsoft Teams, Jira, AWS, Azure, Google Workspace and more.

How does Freshservice score on SaaSGuidr?

Freshservice scores 8.8/10 (Excellent) based on features, pricing value, ease of use, integrations and support.

Can I use Freshservice in Canada?

Freshservice is a cloud-based tool, so teams in Canada and the US can sign up online. Prices are usually shown in USD; check the vendor's checkout for CAD billing and applicable GST/HST.

Reviewed by Maya Chen, Senior Software Analyst · How we rate

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