--- description: Learn how Freshservice can help your business. We provide UK business users the most detailed information on pricing, features, usability, and reviews for Freshservice. image: https://gdm-localsites-assets-gfprod.imgix.net/images/getapp/og_logo-94fd2a03a6c7a0e54fc0c9e21a1c0ce9.png title: Freshservice Reviews, Prices & Ratings | GetApp UK 2026 --- Breadcrumb: [Home](/) > [IT Management Software](/directory/771/it-management/software) > [Freshservice](/software/91351/freshservice) # Freshservice Canonical: https://www.getapp.co.uk/software/91351/freshservice Page: 1 / 31\ Next: [Next page](https://www.getapp.co.uk/software/91351/freshservice?page=2) > Freshservice is an online ITIL service desk with ticketing \& asset management capabilities, and incident, problem, change, release, and knowledge management tools. > > Verdict: Rated **4.5/5** by 751 users. Top-rated for **Likelihood to recommend**. ----- ## Overview ### Key benefits of Freshservice \- Cloud based and ITIL Ready out of the box - Refreshing user experience that is miles ahead of age-old service desks - Built-in asset management capabilities to manage all kinds of digital assets - Flexible Pricing Plans for all kinds of organizations ## 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**: £15.00 - **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 - [IT Management Software](https://www.getapp.co.uk/directory/771/it-management/software) ## Related Categories - [Knowledge Management Software](https://www.getapp.co.uk/directory/257/knowledge-management/software) - [Help Desk Software](https://www.getapp.co.uk/directory/287/help-desk-ticketing/software) - [ITSM Tools](https://www.getapp.co.uk/directory/292/it-service-management-itsm/software) - [IT Asset Management Software](https://www.getapp.co.uk/directory/325/it-asset-management/software) - [IT Management Software](https://www.getapp.co.uk/directory/771/it-management/software) ## Alternatives 1. [Zendesk Suite](https://www.getapp.co.uk/software/9448/zendesk) — 4.4/5 (4083 reviews) 2. [Freshdesk](https://www.getapp.co.uk/software/10317/freshdesk) — 4.5/5 (3460 reviews) 3. [Milvus](https://www.getapp.co.uk/software/132287/milvus) — 4.8/5 (298 reviews) 4. [LiveAgent](https://www.getapp.co.uk/software/91301/liveagent) — 4.7/5 (1786 reviews) 5. [JIRA Service Management](https://www.getapp.co.uk/software/91811/jira-service-management) — 4.5/5 (770 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 review" — 5.0/5 > **Paolo** | *26 May 2026* | Alternative Medicine | Recommendation rating: 3.0/10 > > **Pros**: Ease of use and minimal learning curve for the users, also there are lots of great features like chatbot > > **Cons**: Configurability, we were unable to configure some items and there are still limitations compared to servicenow > > Overall my experience has been great, we were able to streamline processes in the company and able to assist a lot of users. ----- ### "Thought out layout but too expensive" — 3.0/5 > **Jaylen** | *20 February 2025* | Retail | Recommendation rating: 0.0/10 > > **Pros**: Our business enjoyed the organization of the setup and how easy it was to find everything we needed. We used the Purchase Order system the most. > > **Cons**: The one thing that turned us away was its priceThe main reason we decided not to continue using their service was the price. As a small business, the cost they were asking for was higher than we could fit into our budget, especially for purchase orders. Once the trial period ended, we stopped using their service.. As a small business, they were asking for a price higher than we could add to the budget to use it, mainly for purchase orders. As soon as the trial ended, we no longer used them. > > It was significant other than the overall price. It made us completely take it off of the possible software uses for us. ----- ### "Powerful and User-Friendly ITSM with Strong Automation but Pricing Limits" — 5.0/5 > **Lumo** | *25 March 2026* | Health, Wellness & Fitness | Recommendation rating: 9.0/10 > > **Pros**: Freshservice is very intuitive and easy to set up, even for complex IT workflows. Automation features save a lot of time, especially for repetitive tasks, and the UI is clean and user-friendly. Integrations and customization options make it flexible for different team needs. The onboarding process is smooth, and documentation is helpful, making it easier for IT teams to quickly adopt and scale usage. > > **Cons**: Some advanced features feel limited unless you move to higher-tier plans. Reporting can be a bit rigid, and API/search behavior sometimes requires workarounds. Also, certain configurations are not very transparent, which can slow down troubleshooting. Pricing can increase quickly as you scale, and some features that feel essential are locked behind premium tiers. > > Overall, my experience has been very positive. It’s a reliable ITSM tool that helps streamline operations and improve response times. With proper setup, it becomes a powerful platform, though it does require some effort to fully optimize workflows. Once configured well, it significantly improves team efficiency, visibility, and service quality across IT operations. ----- ### "A Reliable ITSM Platform That Gets the Basics Right" — 5.0/5 > **Deep** | *27 May 2026* | Marketing & Advertising | Recommendation rating: 10.0/10 > > **Pros**: -Clean, straightforward interface that doesn't require much training to become productive — not over-architected like some competitors, which makes onboarding fast for IT teams. -Strong core ITSM coverage out of the box — incident, problem, change, and asset management plus a CMDB on a single platform, so teams can consolidate fragmented tooling. -Automation of ticketing and asset tracking reduces manual work and downtime, which is the most commonly praised efficiency win. -Centralizes requests and offers solid collaboration through integrations, helping teams move off patchwork tools (separate ticketing, asset, and PM systems). -Real-time reporting and dashboards support data-driven decisions, and the platform is GDPR-compliant with SSO, role-based access, IP whitelisting, and MFA available. -Generally seen as offering good value relative to ServiceNow and Jira Service Management, especially for small and mid-sized IT teams. > > **Cons**: -Custom workflows can feel limiting on the base tier, particularly for more advanced automation — you often need to move up a plan to unlock what you actually need. -Advanced customization is less flexible than expected; tailoring reports to non-standard data points often requires workarounds. -Reporting is restrictive — users note you can't always pull the views you want (for example, reports on conversations or replies). -Large data imports can get stuck, which isn't a problem seen as often in competing tools. -AI features, while improved, still misclassify or escalate nuanced requests incorrectly. -Integrations with external systems can be complex and may require specialist skills; scaling to very large enterprises can expose limits in handling peak ticket volumes. -Pricing perception varies — some smaller buyers in recent Capterra reviews flagged value-for-money concerns at higher tiers. > > Freshservice is a cloud-based ITSM platform that strikes a practical balance between functionality and usability. Its clean interface and short learning curve make onboarding straightforward, and the core modules — incident, problem, change, and asset management with a built-in CMDB — cover most day-to-day IT operations without heavy configuration. Automation and integrations help consolidate fragmented tooling, and reporting dashboards give decent operational visibility. The trade-offs show up at the edges: advanced customization, deep reporting, and complex integrations can feel constrained, often requiring workarounds or higher-tier plans. AI-assisted features are improving but not consistently reliable. Overall, it's a strong fit for small and mid-sized IT teams; larger enterprises with complex needs may find it limiting. ----- Page: 1 / 31\ Next: [Next page](https://www.getapp.co.uk/software/91351/freshservice?page=2) ## Links - [View on GetApp](https://www.getapp.co.uk/software/91351/freshservice) ## This page is available in the following languages | Locale | URL | | de | | | de-AT | | | en | | | en-AE | | | en-AU | | | en-CA | | | en-GB | | | en-IE | | | en-NZ | | | en-SG | | | en-ZA | | | es | | | es-CL | | | es-CO | | | es-MX | | | fr | | | fr-BE | | | fr-CA | | | nl | | | nl-BE | | | pt | | | pt-PT | | ----- ## Structured Data