--- description: Review of Freshservice Software: system overview, features, price and cost information. Get free demos and compare to similar programs on Software Advice New Zealand. image: https://gdm-localsites-assets-gfprod.imgix.net/images/software_advice/og_logo-55146305bbe7b450bea05c18e9be9c9a.png title: Freshservice | Reviews, Pricing & Demos - SoftwareAdvice NZ --- Breadcrumb: [Home](/) > [MSP Software](/directory/4553/msp/software) > [Freshservice](/software/436317/freshservice) # Freshservice Canonical: https://www.softwareadvice.co.nz/software/436317/freshservice Page: 1 / 29\ Next: [Next page](https://www.softwareadvice.co.nz/software/436317/freshservice?page=2) > Freshservice is a cloud-based IT Help Desk and service management solution that enables organizations to simplify their IT operations. The solution offers features that include a ticketing system, self-service portal and knowledgebase. The solution also provides a mobile app for iOS and Android that allows IT administrators to service requests remotely. Freshservice provides ITIL-ready components that help administrators manage assets, incidents, problems, change and releases. The Asset Management component helps organizations exercise control over their IT assets. Software/ hardware assets can be added, tagged, tracked and delinked, ensuring asset visibility and awareness. Freshservice also offers a gamification module called "Arcade". This module enables IT agents to score points and gamify IT related tasks. The solution allows administrators to generate pre-defined reports for incidents and changes using various filters. Freshservice can be integrated with third-party apps for managing the service desk. It is available on an annual subscription basis that includes support via email and phone. > > Verdict: Rated **4.5/5** by 685 users. Top-rated for **Likelihood to recommend**. ----- ## Quick Stats & Ratings | Metric | Rating | Detail | | **Overall** | **4.5/5** | 685 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 - Box - ClickUp - Copper - Docusign - Dropbox Business - Dynamics 365 - FreshBooks - Freshchat - FullContact - GitHub - Google Analytics 360 - Google Calendar ... and 39 more integrations ## Support Options - Email/Help Desk - FAQs/Forum - Knowledge Base - Phone Support - 24/7 (Live rep) - Chat ## Category - [MSP Software](https://www.softwareadvice.co.nz/directory/4553/msp/software) ## Related Categories - [Business Continuity Software](https://www.softwareadvice.co.nz/directory/4137/business-continuity/software) - [Knowledge Base Software](https://www.softwareadvice.co.nz/directory/3898/knowledge-base/software) - [Inventory Management Software](https://www.softwareadvice.co.nz/directory/4490/inventory-management/software) - [Contract Management Software](https://www.softwareadvice.co.nz/directory/4157/contract-management/software) - [Help Desk Software](https://www.softwareadvice.co.nz/directory/4160/help-desk/software) ## Alternatives 1. [Zendesk Suite](https://www.softwareadvice.co.nz/software/26892/zendesk-talk) — 4.4/5 (4072 reviews) 2. [Freshdesk](https://www.softwareadvice.co.nz/software/110247/freshdesk) — 4.5/5 (3408 reviews) 3. [Milvus](https://www.softwareadvice.co.nz/software/246233/milvus) — 4.8/5 (298 reviews) 4. [MaintainX](https://www.softwareadvice.co.nz/software/116409/maintainx) — 4.8/5 (1005 reviews) 5. [LiveAgent](https://www.softwareadvice.co.nz/software/109980/liveagent) — 4.7/5 (1753 reviews) ## Reviews ### "Efficient, User-Friendly ITSM Tool with Strong Automation Capabilities" — 5.0/5 > **Praphul Kumar** | *17 March 2026* | Insurance | Recommendation rating: 8.0/10 > > **Pros**: Freshservice offers great value for money considering the wide range of features it provides, especially for ITSM operations. As a Senior System Admin managing the tool independently, I’ve found it very easy to use and highly customizable. The interface is intuitive, which makes onboarding new users simple. Workflow automation, SLA management, and service catalog setup have significantly improved efficiency and reduced manual effort. Task and workflow management are strong, allowing me to streamline processes across different teams effectively. It also supports decent collaboration by keeping all ticket communication and updates centralized. > > **Cons**: There are occasional bugs and glitches, especially when dealing with complex automations or API integrations. Reporting and advanced customization could be improved further, as some use cases require workarounds. Customer support is helpful but can sometimes take time to resolve more technical or edge-case issues, which can be challenging when you’re the only one managing the system. > > Overall, my experience has been very positive. Handling the entire platform alone as a Tech Lead has been manageable due to its ease of use and automation capabilities. It has helped improve operational efficiency, reduce turnaround time, and bring better structure to ticket and service request management. While there are areas for improvement, especially around advanced features and stability, it remains a reliable and powerful ITSM solution. ----- ### "Freshservice - a game changer" — 5.0/5 > **Werner** | *17 February 2026* | Nonprofit Organisation Management | Recommendation rating: 8.0/10 > > **Pros**: The Ease of getting it set up and the impact it made on our day to day IT support process - the Knowledge base is also a winner and we love the custom portal. > > **Cons**: Some of the app integrations are complicated to set up and can be a little janky at times. There are also some finer automation things that take some time to learn. > > Overall we are happy with the product and we are exploring the different modules and building it out further as it has so many aspects to it. ----- ### "Helpdesk Tool That Works" — 5.0/5 > **Dan** | *11 February 2026* | Leisure, Travel & Tourism | Recommendation rating: 8.0/10 > > **Pros**: Easy to use and user interface that has been recently updated and refreshed to provide a modern web app experience > > **Cons**: Reporting and analytics functionality can be a little clunky at times however overall it is adequate. ----- ### "Freshservice Delivers a Great Product at a Good Price" — 4.0/5 > **Jeremy** | *15 January 2026* | Real Estate | Recommendation rating: 8.0/10 > > **Pros**: Ticket management, automations, integration with change management and asset association with users. Entra integration was easy and it's great to have a system that can both build users, and import them automatically into Freshservice when created. > > **Cons**: RMM integrations are lackluster, hopefully the Device42 acquisition will change that, as we would love to get off Atera and have a more unified system. Some bugs that cause annoying alerts to be generated. Workflow Automator could be improved greatly both from a UI and workflow standpoint. > > Freshservice is one of the best IT ticketing systems I've used overall, and is integral to our IT team's workday. ----- ### "Well-structured platform for managing IT support teams efficiently" — 5.0/5 > **Tushar** | *30 March 2026* | Information Services | Recommendation rating: 10.0/10 > > **Pros**: From a team lead perspective, Freshservice helps keep support operations organized and predictable. The ticket flow is clear, and it’s easy to track who is handling what. Features like SLA tracking and automation reduce follow-ups and help the team stay aligned. It also gives good visibility into workloads, which makes it easier to manage the team during peak hours. > > **Cons**: Initial setup and fine-tuning workflows can take some time, especially when aligning with existing processes. Reporting is useful, but more flexibility in customization would help for deeper analysis. Also, cost can be a factor when scaling the team. > > Overall, the experience has been steady and reliable. It has improved how we manage incoming requests and distribute work across the team. From a management point of view, it gives better control over SLAs and performance tracking. Once the system is properly configured, it supports daily operations without much friction and helps maintain consistency in support delivery. ----- Page: 1 / 29\ Next: [Next page](https://www.softwareadvice.co.nz/software/436317/freshservice?page=2) ## Links - [View on SoftwareAdvice](https://www.softwareadvice.co.nz/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