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When we first logged into Freshservice, its clean interface stood out. Navigating complex ITSM processes was easy thanks to the intuitive design. The platform includes incident management, problem management, change management, and asset management — all contained within a unified dashboard for easy access. We were impressed by how FreshService offers enterprise-level functionality without overwhelming users.
The built-in AI assistant, Freddy, adds real value by automating routine queries and enabling effective self-service options for end users. The drag-and-drop automation builder lets us create workflows without coding. FreshService’s asset management features provide real-time visibility into hardware, software, and SaaS applications through an auto-updating CMDB, which helped us track everything in our test environment.
FreshService excels at unifying IT operations. It combines service management and operations in one solution. This integration led to significant efficiency gains. We managed tickets, assets, and changes through one platform instead of multiple tools. The gamification features can be used to motivate IT staff, while the knowledge base makes it easy to build a self-service repository, reducing ticket volume.
Despite our overall positive experience, we noted some limitations. The reporting capabilities are functional but lack depth and customization for larger enterprises. We found the mobile app limited compared to the desktop version, missing key features for field technicians. Nonetheless, FreshService strikes an excellent balance of power and accessibility, making it a strong choice for modern IT service management.
Freshservice: Plans and pricing
FreshService offers four subscription levels to fit various business sizes and needs. The Starter plan starts at $19 per agent per month (billed annually) or $29 monthly. It provides core workflow and self-service functionality for smaller teams. The Growth plan starts at $49 per agent monthly (annual billing) or $59 monthly, adding features like employee onboarding, asset management, and service catalog capabilities.
The Pro plan costs $99 per agent monthly (annual billing) or $119 monthly. It includes advanced features like problem management and project management tools for larger enterprises. The Enterprise plan offers custom pricing and additional features like Freddy AI Agent and sandbox environments. All plans have flexible billing options, with savings of up to 17% on the Pro plan for annual billing.
Freshservice: Features
FreshService provides a complete suite of IT service management tools that streamline operations while remaining user-friendly. The platform combines powerful functionality with an intuitive interface, allowing organizations to automate workflows, manage assets, and deliver great service experiences.
IT service management (ITSM)
FreshService offers a full ITSM solution covering incident management, problem management, change management, and release management. All features are accessible through a unified dashboard. The platform helps businesses move from reactive support to structured workflows that reduce risks and ensure smooth transitions during IT changes. With service catalogs and self-service portals, FreshService lowers ticket volume and improves efficiency.
Freddy AI
Freddy AI enhances service operations with conversational support, agent productivity tools, and proactive insights. The AI assistant has three key components: Freddy AI Agent for quick support, Freddy Copilot to boost productivity, and Freddy Insights for decision-making support. Administrators can easily enable these features, helping teams improve engagement and productivity while scaling operations.
IT operations
FreshService serves as an all-in-one solution for managing IT projects and incidents. The platform covers incident management, problem management, change management, release management, and alert management, ensuring proper maintenance of IT infrastructure. Automation is key, with tools like AI-powered chatbots providing 24/7 assistance and workflow automation helping IT teams speed up repetitive tasks.
Cross-departmental collaboration
Modern IT operations span beyond IT to include HR, facilities, finance, and other units needing service support. FreshService aids cross-departmental collaboration with shared workspaces, department-specific service catalogs, and multi-team ticket management. Using one platform helps avoid the costs of maintaining multiple systems and ensures consistent service delivery across the organization.
Asset management
FreshService offers strong asset management features that provide real-time visibility into hardware, software, and SaaS applications through an auto-updating CMDB. The platform enables teams to track assets throughout their lifecycle, ensuring accurate inventory management and compliance. Higher-tier plans include features like software license and contract management, helping organizations optimize asset use.
Freshservice: Analytics
FreshService offers strong reporting and analytics tools for service desk performance. It features over 30 pre-built reports on incidents, changes, and assets. IT teams can track SLA compliance, spot bottlenecks, and measure productivity easily. The AI tool “Ask Freddy” helps users create reports just by asking questions in plain English. It uses Natural Language Processing for quick data visualization.
The platform also includes predictive analytics to anticipate IT issues. AI insights help identify trends, while real-time dashboards provide performance visibility. Users can schedule reports for automatic delivery in PDF, CSV, or XLS formats. This option is only available for Pro and Enterprise plans. Together, these tools support business leaders in making data-driven decisions to enhance service delivery.
Freshservice: Ease of use
FreshService has a user-friendly interface that makes complex IT service management easy for both technicians and end-users. We found that the clear dashboard and logical menu were easy to navigate even with little training. The Kanban-style ticket view gave quick status updates, simplifying workflow management. Plus the self-service portal lets employees submit tickets, track resolutions, and access knowledge base articles, all through a simple UI that reduces the need for IT staff support.
FreshService excels at combining strong features with simplicity. Tools like drag-and-drop workflow automation and Freddy AI’s natural language processing remove technical barriers while keeping capabilities intact. We liked how the mobile app mirrored the desktop’s clean design, though it had limited features for field technicians. The blend of visual task management, contextual help tools, and smart defaults lets teams focus on solving problems instead of navigating software.
Freshservice: Support
FreshService provides multiple support channels, including phone, email, and detailed documentation. However, we noticed some inconsistencies in response quality. The knowledge base has good setup guides and troubleshooting articles, but some users struggle with complex issues without premium support. During busy times, live chat responses were slower, but ticket-based help usually resolved issues within SLA targets.
Freshservice: Security
FreshService ensures strong security with AES-256 encryption, TLS 1.2 protocols, and GDPR-compliant data practices. Role-based access controls and audit logs allow for detailed permission management. Regular third-party penetration testing adds protection against new threats. For regulated industries, FreshService offers HIPAA-compliant setups and EU data residency options, though these need specific plans and extra configuration.
Freshservice: The Competition
Competitors like Zendesk and ServiceNow offer deeper customization and enterprise-level reporting, but often lack the same usability and pricing clarity.
Jira is a solid open-source choice for technical teams while BMC Helix serves large enterprises needing complex workflows. Still, FreshService retains an advantage with its AI-driven automation and easy-to-use UI, helping SMBs adopt ITIL practices without much training.
There are several other strong options based on your needs. For example, SolarWinds Service Desk excels in asset tracking for distributed teams. Still, few rivals match FreshService’s blend of accessibility and comprehensive ITSM features, especially at its price point.
Freshservice: Final verdict
FreshService provides a robust ITSM solution that makes service management easy for all businesses. Its user-friendly design, AI-driven automation, and integrated IT operations help those transitioning from outdated systems or multiple point solutions.
Some users worry about reporting limits and mobile app features. However, the platform’s strong core functionality and flexible pricing keep it a leading choice in the mid-market. For teams aiming for quick user adoption and value while staying ITIL-aligned, FreshService is one of the best-balanced options today.
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