Freshservice Review 2021: Alternatives, Pricing, Features

Phil Strazzulla, HR Tech Expert
May 27, 2021

We spend hundreds of hours researching the best HR and recruiting software so you don’t have to.  We never take money from vendors during our research phase and rely heavily on practitioners and experts to help us recommend the right software.  However we may earn a small fee if you click on vendor links on this page. Learn more

Looking to learn about HR Tech? Check out our HR Tech Buyers Community.

Like most products within the Freshworks Inc. family, Freshservice is a robust, comprehensive, and easy-to-use product with a very intuitive interface.

What's Inside

Freshservice Review

Freshservice is a cloud-based IT service management (ITSM) solution with a modern and user-friendly interface. Made specifically with enterprises in mind, Freshservice is ideal for companies looking for an ITIL-compliant solution with features for change management, incident management, release management, and much more.

Freshservice Customers

NHS, M&C Saatchi, TeamViewer, Honda, Judson University

Freshservice Stats

  • Freshservice customers see a 308% ROI
  • Over 40,000 customers use Freshservice

Freshservice Resources

No items found.

Buying HR Software? Here's some quick advice

Key Freshservice Features

  • Incident management
  • Change management
  • Release management
  • Task management
  • Agile and waterfall support
  • SLA management
  • Knowledge management
  • Workflow automation
  • Self-service portal
  • Team huddle
  • Natural language querying
  • Reporting
  • Gamification
  • Mobile app

Freshservice Implementation

Freshservice is cloud-based. This means it is significantly easier to implement in comparison to traditional ITSM systems, most of which are self-hosted. To get started with Freshservice, head to their webpage and click the SIGN UP button. This will take you to a page where you can register for a 21-day free trial to test the platform’s features and offerings.

Freshservice Customer Success

Freshservice has a help center with articles, technical documentation, and how-to videos for customers to self-serve. It also has a community for customers to ask questions and receive answers from other members. If further help is needed, customers may reach out to the Freshservice support team via email or phone.

Freshservice Key Integrations

Freshdesk integrates with many 3rd party solutions including Slack, MS teams, Zoom, Jira, G suite, Rescue, Freshbooks, Harvest, SurveyMonkey, Zapier, Dropbox, Bomgar, Box, Amazon web services, Pagerduty, Cloudwatch, and Quickbooks.

What to be aware of

Freshservice Pricing

  • Starter: This plan costs $19 per agent per month and is billed annually.
  • Growth: This plan costs $49 per agent per month and is billed annually.
  • Pro: This plan costs $89 per agent per month and is billed annually.
  • Enterprise: This plan costs $109 per agent per month and is billed annually.
» Save Money: Check out our resource on how to save money when buying HR tools

Freshservice Alternatives


Scalable support solution


A user-friendly ITSM


Affordable and easy to use

ServiceDesk Plus

Full-stack ITSM suite

Zoho Desk

Great affordable option


Set up in seconds


Customer journey features

Jira Service Desk

Big integration marketplace


Free of charge


Wide feature set


Highly customizable


Best known support software