--- 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](/) > [ITSM Tools](/directory/4296/itsm/software) > [Freshservice](/software/436317/freshservice) # Freshservice Canonical: https://www.softwareadvice.co.nz/software/436317/freshservice Page: 1 / 31\ 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 751 users. Top-rated for **Likelihood to recommend**. ----- ## Quick Stats & Ratings | Metric | Rating | Detail | | **Overall** | **4.5/5** | 751 Reviews | | Ease of Use | 4.6/5 | Based on overall reviews | | Customer Support | 4.6/5 | 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 - [ITSM Tools](https://www.softwareadvice.co.nz/directory/4296/itsm/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. 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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. ----- ### "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. ----- ### "My honest review for Fresh service" — 4.0/5 > **Marika** | *15 May 2026* | Maritime | Recommendation rating: 8.0/10 > > **Pros**: One of the features I really love in Freshservice is the execution scenarios that can be manually configured to help automate tasks and make ticket handling much faster and more efficient. I also appreciate the new AI capabilities, especially the AI-generated email responses, which help improve response time, consistency, and overall productivity for Service Desk operations. > > **Cons**: One area I would like to see improved in Freshservice is the Knowledge Base functionality. It would be beneficial to have more category and classification options to better organize KB articles, especially for larger environments with multiple support groups and services. Additionally, adding more customization and formatting features would help make KB articles more visually appealing, engaging, and easier for end users to follow. > > My overall experience with Freshservice has been very positive, although there are still areas that could be improved. One enhancement that would be very helpful is more flexible and user-friendly reporting, especially for tracking updated or worked-on tickets. For example, having an easier way to generate reports showing all tickets an agent has touched within a weekly or monthly period would greatly improve operational visibility and performance tracking. Currently, this option seems limited or not easily accessible within Analytics. ----- ### "Powerful ITSM platform with excellent automation capabilities and ease of use" — 5.0/5 > **Denis** | *10 June 2026* | Machinery | Recommendation rating: 10.0/10 > > **Pros**: One of the biggest advantages for our team has been the balance between functionality and ease of administration. We use Freshservice not only for incident and service request management but also for workflow automation and integrations with Active Directory and other internal systems. The Workflow Automator is powerful enough to handle complex approval and provisioning scenarios without requiring custom development in most cases. The user interface is intuitive for both agents and end users, which helped us achieve adoption quickly. Asset management, service catalog, and automation features work well together and allow us to standardize processes that were previously handled manually. > > **Cons**: Some advanced automation and integration scenarios still require workarounds, especially when dealing with nested JSON objects or complex data transformations inside workflows. Documentation is generally good but occasionally lacks examples for more advanced use cases. Reporting is useful, although deeper customization options would be welcome. > > We've been using Freshservice as our primary IT service management platform and have had a very positive experience. The platform has helped us improve ticket handling, automate repetitive administrative tasks, and provide better visibility into IT operations. The implementation process was straightforward, and new team members can become productive quickly because the interface is easy to learn. What stands out most is the pace of product development. New features are introduced regularly, and many of them address real operational needs rather than being purely cosmetic improvements. For organizations looking for a modern ITSM solution that combines strong automation capabilities with a user-friendly experience, Freshservice is a solid choice. ----- Page: 1 / 31\ 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