--- description: Get information about Freshservice price, usability & features from verified user experiences. Read reviews from Indian business users & discover similar tools. image: https://gdm-localsites-assets-gfprod.imgix.net/images/capterra/og_logo-e5a8c001ed0bd1bb922639230fcea71a.png?auto=format%2Cenhance%2Ccompress title: Freshservice Price, Features, Reviews & Ratings - Capterra India --- Breadcrumb: [Home](/) > [Incident Management Software](/directory/31332/incident-management/software) > [Freshservice](/software/132997/freshservice) # Freshservice Canonical: https://www.capterra.in/software/132997/freshservice Page: 1 / 33\ Next: [Next page](https://www.capterra.in/software/132997/freshservice?page=2) > Freshservice is an AI-native platform unifying ITSM, ITOM, ITIM, and ESM to deliver proactive, seamless enterprise service experiences. > > Verdict: Rated **4.6/5** by 791 users. Top-rated for **Likelihood to recommend**. ----- ## Overview ### Who Uses Freshservice? Freshservice scales from mid-market to enterprises, supporting IT, HR, finance, and more across industries like government, manufacturing, healthcare, retail, and tech on one unified platform. ## Quick Stats & Ratings | Metric | Rating | Detail | | **Overall** | **4.6/5** | 791 Reviews | | Ease of Use | 4.6/5 | Based on overall reviews | | Customer Support Software | 4.5/5 | 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**: $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 - Access Controls/Permissions - Alerts/Notifications - Approval Process Control - Approval Workflow - Asset Tracking Software - Assignment Management - Audit Management - Calendar Management - Change Management Software - Change Planning - Chat/Messaging - Collaboration Tools - Configuration Management - Content Management Software (CMS) - Corrective and Preventive Actions (CAPA) - Customizable Forms - Customizable Templates - Dashboard Software - Disaster Recovery software - Documentation Management - Electronic Signature - Full Text Search - IT Reporting - Incident Management Software - Incident Reporting - Issue Tracking Software - Knowledge Base Management - Knowledge Management Software - License Inventory - License Management Software - License Tracking - Multi-Channel Communication - Patch Management Software - Pre-built Templates - Project Tracking Software - Real-Time Chat - Real-Time Monitoring - Release Management - Remote Access/Control - Remote Monitoring & Management - Secure Data Storage - Self Service Portal - Service Level Agreement (SLA) Management - Status Tracking - Survey/Poll Management - Task Management Software - Team Collaboration - Ticket Management - Workflow Automation - Workflow Management Software ... and 56 more features ## Integrations (54 total) - Amazon Redshift - Azure DevOps Server - BambooHR - BigQuery - Box - ClickUp - Copper - Docusign - Dropbox - Dynamics 365 - FreshBooks - Freshchat - FullContact - GitHub - Google Analytics 360 ... and 39 more integrations ## Support Options - Email/Help Desk - FAQs/Forum - Knowledge Base Software - Phone Support - 24/7 (Live rep) - Chat ## Category - [Incident Management Software](https://www.capterra.in/directory/31332/incident-management/software) ## Related Categories - [IT Asset Management Software](https://www.capterra.in/directory/30077/it-asset-management/software) - [IT Management Software](https://www.capterra.in/directory/10001/it-management/software) - [Help Desk Software](https://www.capterra.in/directory/30008/help-desk/software) - [Knowledge Management Software](https://www.capterra.in/directory/30094/knowledge-management/software) - [IT Service Software](https://www.capterra.in/directory/30672/it-service/software) ## Alternatives 1. [Freshdesk](https://www.capterra.in/software/124981/freshdesk) — 4.5/5 (3470 reviews) 2. [Zendesk Suite](https://www.capterra.in/software/164283/zendesk) — 4.4/5 (4090 reviews) 3. [Milvus](https://www.capterra.in/software/202528/milvus) — 4.8/5 (298 reviews) 4. [LiveAgent](https://www.capterra.in/software/102188/liveagent) — 4.7/5 (1787 reviews) 5. [JIRA Service Management](https://www.capterra.in/software/138769/jira-service-management) — 4.5/5 (774 reviews) ## Reviews ### "Efficient, User-Friendly ITSM Tool with Strong Automation Capabilities" — 5.0/5 > **Praphul Kumar** | *17 March 2026* | Insurance Software | 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. ----- ### "Good support easy to use and highly automation" — 4.0/5 > **Farheen** | *7 August 2026* | Computer Software | Recommendation rating: 9.0/10 > > **Pros**: I found customer support is very good and very easy and user friendly to me and our employees. Also, the reports are very usefull > > **Cons**: honestly it is very costly we wanted to move to higher plan where we can user AI but it is costly to afford > > Overall experience is good with lower plan also we manage so many things specially ticket management is very powerful and creating workflow also very easy ----- ### "I stopped chasing customers over calls." — 5.0/5 > **Ishvar** | *3 August 2026* | Information Technology & Services | Recommendation rating: 10.0/10 > > **Pros**: I've been using this tool since 2022, so I've had enough time with it to really trust what I'm saying. Before we had this in place, things were a mess honestly. Bug reports, new requirements, error issues, all coming through calls and emails, and half the time customers wouldn't give any proper approval. I'd try calling back and their number would be busy, or I'd send an email and just hear nothing back for days. Once we started using this, that whole headache went away. Now it's simple, raise a ticket first, we check it, and everything gets mentioned clearly right there. Been working this way for a few years now and it's made things a lot smoother. > > **Cons**: Getting some of our older customers to actually raise a ticket instead of just calling took some convincing in the beginning, that took a bit of time. The generative AI suggestions are still not great for technical stuff either, I usually end up rewriting the reply myself unless it's something really routine > > Using something since 2022 kind of tells you if it's actually good or not, and this one has held up. What I like most is that it ended all the confusion we used to have with customers about what was approved and what wasn't. Earlier someone could just say they approved it on a call, but there was never any proof of that. Now everything's on the ticket, dated and written down clearly. My work days are a lot less stressful now, I always know where a request stands instead of running after people for answers. ----- ### "No more chasing customers on calls, ticket first, clarity always" — 5.0/5 > **Divyarajsinh** | *3 August 2026* | Information Technology & Services | Recommendation rating: 9.0/10 > > **Pros**: Before this tool, my day was a mess. I'd get bug reports, new requirements, and error reports through calls, emails, WhatsApp, whatever channel the customer felt like using that day. Half the time there was no proper approval on record, and when I'd try to follow up, the customer's number would be busy or they just wouldn't respond to email. So work would get stuck in limbo, not confirmed, not rejected, just floating. After we started using this tool, everything changed. Now the rule is simple: raise a ticket first, and we'll check and respond with everything clearly mentioned there. No more chasing people on calls. Everything the customer needs, approval, requirement, bug detail, goes into the ticket, and that becomes our single source of truth. > > **Cons**: Getting some customers into the habit of raising a ticket instead of just calling took a little convincing at first, old habits die hard. Also, the generative AI suggestions are still a bit generic when the issue is technical; I usually end up rewriting the response myself for anything beyond a routine query. > > This tool basically fixed our biggest communication problem. Earlier, "he said, she said" was a real issue, a customer would claim they approved something over a call that never actually happened, or say they sent details we never received. Now everything is documented from the start. If someone wants a bug fixed or a new requirement added, it has to go through a ticket, which means there's a clear trail, who asked for what, when, and what our response was. It's cut down miscommunication a lot and made my day-to-day work far less chaotic. ----- ### "Ticket first policy" — 5.0/5 > **Fenny** | *1 August 2026* | Information Services | Recommendation rating: 9.0/10 > > **Pros**: I've used this for a good while now, long enough to have seen it handle a lot. Before, my inbox and phone were basically chaos — bug reports, new requirements, error logs, all coming in through calls and emails, and customers would rarely give a proper approval. I'd try calling back and the line was busy, or an email would just sit unanswered for days. Once we moved everything to ticket-first, that whole problem disappeared. Now it's simple — raise a ticket, we check it, and everything gets mentioned clearly on record. I honestly don't miss the old way of working at all. > > **Cons**: Took some of our older customers a while to get used to raising a ticket instead of just calling, that adjustment wasn't instant. I've also noticed the AI-based reply suggestions are still hit or miss for technical stuff, I end up rewriting most of it myself when the issue isn't a routine one. > > Long-term use is really the test of whether a tool holds up, and this one has. What stands out most is how it ended the back and forth we used to have with customers over what was approved and what wasn't. Earlier someone could say they approved something on a call that never happened, or claim they sent an email we never got. Now it's all on the ticket, dated and documented. My day to day is calmer because of it, I know where every request stands without having to chase anyone down. ----- Page: 1 / 33\ Next: [Next page](https://www.capterra.in/software/132997/freshservice?page=2) ## Links - [View on Capterra](https://www.capterra.in/software/132997/freshservice) ## This page is available in the following languages | Locale | URL | | de | | | de-AT | | | de-CH | | | en | | | en-AE | | | en-AU | | | en-CA | | | en-GB | | | en-IE | | | en-IL | | | en-IN | | | en-NZ | | | en-SG | | | en-ZA | | | es | | | es-AR | | | es-CL | | | es-CO | | | es-CR | | | es-DO | | | es-EC | | | es-MX | | | es-PA | | | es-PE | | | fi | | | fr | | | fr-BE | | | fr-CA | | | fr-LU | | | it | | | ja | | | nb | | | nl | | | nl-BE | | | pl | | | pt | | | pt-PT | | | sv | | | tr | | ----- ## Structured Data