--- description: Discover the benefits and disadvantages of Freshservice. Learn the software price, see the description, and read the most helpful reviews for UK business users. image: https://gdm-localsites-assets-gfprod.imgix.net/images/capterra/og_logo-e5a8c001ed0bd1bb922639230fcea71a.png?auto=format%2Cenhance%2Ccompress title: Freshservice Pricing, Cost & Reviews - Capterra UK 2026 --- Breadcrumb: [Home](/) > [IT Asset Management Software](/directory/30077/it-asset-management/software) > [Freshservice](/software/132997/freshservice) # Freshservice Canonical: https://www.capterra.co.uk/software/132997/freshservice Page: 1 / 30\ Next: [Next page](https://www.capterra.co.uk/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 **4.5/5** by 716 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** | **4.5/5** | 716 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 - Access Controls/Permissions - Alerts/Notifications - Approval Process Control - Approval Workflow - Asset Tracking - Assignment Management - Catalog Management - Change Management - Change Planning - Chat/Messaging - Collaboration Tools - Configuration Management - Content Management - Corrective and Preventive Actions (CAPA) - Customisable Forms - Customisable Templates - Disaster Recovery - Documentation Management - Electronic Signature - Full Text Search - IT Asset Tracking - IT Reporting - Incident Management - Incident Reporting - Inventory Management - Issue Tracking - Knowledge Base Management - Knowledge Management - License Inventory - License Tracking - Multi-Channel Communication - On Call Scheduling - Patch Management - Pre-built Templates - Process/Workflow Automation - Project Tracking - Real-Time Chat - Real-Time Monitoring - Relationship Mapping - Remote Access/Control - Remote Monitoring & Management - Renewal Management - Risk Assessment - Secure Data Storage - Self Service Portal - Status Tracking - Survey/Poll Management - Task Management - Templates - Ticket Management ... and 56 more features ## 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 Asset Management Software](https://www.capterra.co.uk/directory/30077/it-asset-management/software) ## Related Categories - [IT Asset Management Software](https://www.capterra.co.uk/directory/30077/it-asset-management/software) - [IT Management Software](https://www.capterra.co.uk/directory/10001/it-management/software) - [Help Desk Software](https://www.capterra.co.uk/directory/30008/help-desk/software) - [Knowledge Management Software](https://www.capterra.co.uk/directory/30094/knowledge-management/software) - [IT Service Software](https://www.capterra.co.uk/directory/30672/it-service/software) ## Alternatives 1. [Zendesk Suite](https://www.capterra.co.uk/software/164283/zendesk) — 4.4/5 (4079 reviews) 2. [Freshdesk](https://www.capterra.co.uk/software/124981/freshdesk) — 4.5/5 (3428 reviews) 3. [Zoho Desk](https://www.capterra.co.uk/software/169505/zoho-desk) — 4.5/5 (2212 reviews) 4. [Milvus](https://www.capterra.co.uk/software/202528/milvus) — 4.8/5 (298 reviews) 5. [LiveAgent](https://www.capterra.co.uk/software/102188/liveagent) — 4.7/5 (1782 reviews) ## Reviews ### "Solid ITSM platform that just works" — 5.0/5 > **Harry** | *15 January 2026* | Computer Software | Recommendation rating: 9.0/10 > > **Pros**: The ticket management system is solid. It's straightforward to use and keeps everything organized without any hassle. We can track issues properly, assign them to the right people, and actually see what's going on across the team. The asset management side is brilliant too. Makes keeping track of all our hardware dead easy, especially when we're managing devices across multiple sites. It just works without any drama, which is exactly what you want from an ITSM platform. > > **Cons**: Honestly can't think of anything to complain about. We've not had any issues with it at all. No gripes whatsoever. It does what it's supposed to do reliably, and that's all we need from it really. Can't fault a platform that just works. > > It's been a really positive experience overall. Freshservice handles our ticket and asset management reliably, which are the core things we need from it. The platform's intuitive enough that the team picked it up quickly, and it's made our workflows more efficient. For managing IT operations day to day, it's been dependable and hasn't caused us any headaches. Solid tool that just gets the job done. ----- ### "Easy to use, hard to master" — 4.0/5 > **Joe** | *15 January 2026* | Hospitality | Recommendation rating: 10.0/10 > > **Pros**: The Customer Support. No matter what day, what issue, what time, they are just always there to help. No 1st Line Script support, just straight knowledge and direct answers. Even if there is some confusion, instantly, it's "lets setup a remote session" or "let me make myself a temporary agent on your FreshService". Amazing and impressive. The admin configuration is super easy to learn. Coming from someone who has never designed/implemented an ITSM tool before. Now I am confident in doing so on any tool in the future. > > **Cons**: In my experience, I have found that all answers can be resolved via API. Now, unfortunately, at the beginning of FreshService's introduction to the team, my skills were nonexistent. I found that on multiple occasions, it would have been easier to develop a built-in function to the pre-made automation tool instead of spending days on figuring out API/Webhooks. Sometimes I don't want to contact support... I like a challenge. Just that on occasion, I would like FreshService support to say "we have sent this to our dev team to implement for the future". I also am not a fan of the Asset Add-on. I get it, I get it, just not a fan. Unfortunately, due to this, I haven't been able to get my managers to purchase it. Asset management without this is super messy. Would be nice to have a licence to include this. > > Overall amazing. Come with a lot of experience from Service Now, which was my favourite. With confidence, I can now say FreshService is. I have built our ticket system from the ground up. Something I have never done before. Automation, SLA, Categories, JML. I have come into it blind. Without the incredible FreshService support, I don't know where I would be. Even \[sensitive content hidden\] has saved me more times than I can remember. I describe FreshService like I describe Snowboarding. Easy to learn, hard to master. I think this is a perfect description for FreshService. From the get-go, you are supplied with numerous articles and tips to get you moving. When you ever come to a crossroad, FreshService support is there to guide you on which road to take. ----- ### "Simple, Reliable, and Easy to Use" — 4.0/5 > **Lucas** | *19 February 2026* | Financial Services | Recommendation rating: 7.0/10 > > **Pros**: Freshservice’s biggest strength, in my experience, is how effortlessly everything comes together in one clean, intuitive platform—its interface is easy to navigate, automation removes a ton of repetitive work, and the built‑in asset management gives you clear visibility without feeling overwhelming, making it a tool that genuinely improves daily workflows rather than adding complexity > > **Cons**: The thing I liked least about Freshservice is that some of the more advanced features—especially around automation, asset discovery, and customization—can feel a bit limited unless you move up to higher‑tier plans, which makes it harder for smaller teams to fully leverage the platform. Additionally, certain configuration options aren’t as flexible as you’d expect from an ITSM tool, so you occasionally run into moments where you have to adapt your process to the system rather than the other way around. > > My overall experience with Freshservice has been very positive—it strikes a great balance between being powerful enough for complex ITSM needs and simple enough that teams can adopt it quickly. The interface feels modern and intuitive, the workflows help eliminate a lot of manual effort, and having incidents, service requests, assets, and automation all tied together creates a smooth, cohesive environment. While there are moments where you bump into feature limitations or paywall‑gated capabilities, the day‑to‑day usability and the clarity it brings to IT operations make it a genuinely helpful platform to work with. ----- ### "working with freshservice" — 4.0/5 > **Adam** | *21 May 2026* | Financial Services | Recommendation rating: 7.0/10 > > **Pros**: One of the key strengths of Freshservice is its workflow automation capabilities. The ability to create and configure workflows makes it much easier to automatically route tickets to the correct teams or individuals based on defined conditions such as category, priority, or requester. This significantly reduces the need for manual triage and helps ensure tickets are handled by the right people from the outset. > > **Cons**: “Overall, Freshservice is a solid ITSM platform with good core functionality, but I’ve found that some areas feel a bit limited in terms of flexibility and customisation—particularly when trying to build more advanced workflows or tailored user experiences. Additionally, there are occasional quirks or bugs in the GUI that can slow things down or require workarounds, especially when configuring more complex automations. That said, it’s still a reliable platform for day-to-day service management.” > > Overall, my experience with Freshservice has been positive, particularly in how it supports service desk operations and continuous improvement initiatives. It provides a solid platform for managing tickets, automating processes, and driving consistency across the team. One of the key strengths has been its flexibility around workflows and automation. I’ve been able to use this to streamline ticket routing, build escalation paths, and automate routine operational and security tasks such as onboarding, offboarding, and access management. This has reduced manual effort and allowed the team to focus more on higher-value technical work, aligning with our broader goal of improving efficiency and service quality ----- ### "Freshservice is Fresh \!" — 5.0/5 > **Thomas** | *12 February 2026* | Transportation/Trucking/Railroad | Recommendation rating: 8.0/10 > > **Pros**: The interface is clean which makes adoption much easier across technical and non-technical teams. The automation features save a lot of manual effort and reduce human error. Reporting and dashboards provide good visibility without needing deep customization. > > **Cons**: Pricing increases quickly as you add agents or require premium features. Some workflow automations require workarounds for more complex logic. Reporting, while good for standard use, can feel restrictive if you need highly granular or cross-module analytics. > > From an admin perspective, it offers solid control over workflows, permissions, and asset management, which makes it suitable for growing environments. ----- Page: 1 / 30\ Next: [Next page](https://www.capterra.co.uk/software/132997/freshservice?page=2) ## Links - [View on Capterra](https://www.capterra.co.uk/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