Freshservice

What is Freshservice?

Freshservice, from Freshworks, is an easy, modern cloud ITSM platform with strong usability, automation and AI, highly rated by mid market organisations. It provides full ITSM, incident, request, problem and change management, a service desk and self service portal, a CMDB and asset management, SLAs, automation and AI (Freddy), following ITIL, with a focus on ease of use and quick deployment, plus the ability to extend to enterprise service management for other departments. Known for a great user and agent experience at good value, Freshservice is a favourite of mid market organisations wanting capable ITSM without enterprise complexity. For easy mid market ITSM, Freshservice is a leading choice.

Freshservice's distinction is ease of use and modern experience with strong ITSM, at good value. It delivers the ITSM capabilities organisations need, incident to change, assets, automation and AI, in an approachable, quick to deploy platform that agents and employees like, without the complexity and cost of enterprise ITSM. That usability, modern experience and value, with very high ratings, set it apart for the mid market.

Who Freshservice is best for

Freshservice is best for mid market and growing organisations that want capable, modern ITSM with strong ease of use, quick deployment, automation and AI, at good value, including those extending to light ESM. It suits mid market IT teams. It is a weaker fit for the largest, most complex enterprises needing the deepest, most extensible platform, where ServiceNow or BMC Helix fit, Atlassian teams, where Jira Service Management fits, or those wanting the lowest price, where ManageEngine fits.

Key features

The core strengths are full ITIL ITSM (incident, request, problem, change), a service desk and self service portal, a CMDB and asset management, SLAs, automation and AI (Freddy), with strong ease of use and quick deployment. Freshservice offers ESM for other departments, a marketplace, and endpoint and tool integrations. Its usability, modern experience, automation and value are its defining advantages.

Freshservice pricing

Freshservice is priced per agent per month, with Starter from around 19 US dollars per agent, Growth around 49, Pro around 95, and Enterprise higher, with higher tiers adding assets, automation, AI and ESM, plus a free trial. Pricing is competitive for the capability. Costs scale with agents and tier. Confirm current figures on the Freshservice pricing page.

Integrations and ecosystem

Freshservice integrates via a marketplace with endpoints, directory, monitoring, chat and business tools, plus the Freshworks ecosystem, with APIs. Its marketplace and integrations, which connect ITSM to the tools and devices IT teams use, support its modern, capable positioning, making it easy to fit into a mid market stack.

Freshservice and ease of use

Ease of use and modern experience are the signature strength: Freshservice delivers capable ITSM in an approachable, quick to deploy platform that agents and employees like, with automation and AI reducing effort, so mid market teams get strong service management without enterprise complexity. For those teams, this usability and value are the main reasons to choose Freshservice.

Ease of use and support

Freshservice is consistently praised for ease of use, quick deployment and a modern experience, among the highest rated ITSM tools, with good support. Its G2 reviews highlight usability, automation, AI and value, with less depth than ServiceNow for the largest enterprises the main consideration.

Is Freshservice worth it?

For mid market and growing organisations that want capable, modern, easy ITSM with automation and AI at good value, Freshservice is an excellent, highly rated choice. The main caution is less depth than ServiceNow or BMC Helix for the largest enterprises, so they may prefer those, Atlassian teams Jira Service Management, and lowest price seekers ManageEngine, but for easy mid market ITSM Freshservice leads.