--- description: Learn how Freshservice can help your business. GetApp provides users in New Zealand with the most detailed information on software reviews, prices and features. image: https://gdm-localsites-assets-gfprod.imgix.net/images/getapp/og_logo-94fd2a03a6c7a0e54fc0c9e21a1c0ce9.png title: Freshservice Reviews, Pricing & Ratings | GetApp NZ 2026 --- Breadcrumb: [Home](/) > [ITSM Tools](/directory/292/it-service-management-itsm/software) > [Freshservice](/software/91351/freshservice) # Freshservice Canonical: https://www.getapp.co.nz/software/91351/freshservice Page: 1 / 33\ Next: [Next page](https://www.getapp.co.nz/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 805 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** | 805 Reviews | | Ease of Use | 4.6/5 | Based on overall reviews | | Customer Support | 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**: US$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 - **Supported Languages**: Catalan, Chinese, Czech, Danish, Dutch, English, Estonian, Finnish, French, German, Hungarian, Indonesian, Italian, Japanese, Korean, Norwegian, Polish, Portuguese, Russian, Slovak, Slovenian, 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 (68 total) - ADP Workforce Now - AWS Lambda - Adobe Acrobat Sign API - Amazon Redshift - Azure DevOps Server - BambooHR - BigQuery - Box - ClickUp - Copper - Docusign - Dropbox - Dynamics 365 - FreshBooks - Freshchat ... and 53 more integrations ## Support Options - Email/Help Desk - FAQs/Forum - Knowledge Base - Phone Support - 24/7 (Live rep) - Chat ## Category - [ITSM Tools](https://www.getapp.co.nz/directory/292/it-service-management-itsm/software) ## Related Categories - [Knowledge Management Software](https://www.getapp.co.nz/directory/257/knowledge-management/software) - [Help Desk Software](https://www.getapp.co.nz/directory/287/help-desk-ticketing/software) - [ITSM Tools](https://www.getapp.co.nz/directory/292/it-service-management-itsm/software) - [IT Asset Management Software](https://www.getapp.co.nz/directory/325/it-asset-management/software) - [IT Management Software](https://www.getapp.co.nz/directory/771/it-management/software) ## Alternatives 1. [Zendesk Suite](https://www.getapp.co.nz/software/9448/zendesk) — 4.4/5 (4094 reviews) 2. [Milvus](https://www.getapp.co.nz/software/132287/milvus) — 4.8/5 (298 reviews) 3. [LiveAgent](https://www.getapp.co.nz/software/91301/liveagent) — 4.7/5 (1789 reviews) 4. [JIRA Service Management](https://www.getapp.co.nz/software/91811/jira-service-management) — 4.5/5 (779 reviews) 5. [Zoho Desk](https://www.getapp.co.nz/software/10036/zoho-desk) — 4.5/5 (2216 reviews) ## Reviews ### "Great IT Ticketing System" — 5.0/5 > **James** | *10 July 2026* | Higher Education | Recommendation rating: 8.0/10 > > **Pros**: With this platform, there's a clean interface, you can efficiently manage tickets, customize fields, automate ticket properties, integrate with Slack, and more. > > **Cons**: It would be nice to have a few more features. For examples: - the ability to edit ticket work type on the list view - have a list view of both tickets assigned to me and tickets I'm watching - set colors of tickets based on field properties > > We use Freshservice for ticket management, change management, knowledge base, and more. Most of all, it has been a very helpful tool for our IT team to manage incidents, feature requests, and projects. ----- ### "Powerful ITSM platform with excellent automation capabilities and ease of use" — 5.0/5 > **Denis** | *10 June 2026* | Machinery | Recommendation rating: 10.0/10 > > **Pros**: One of the biggest advantages for our team has been the balance between functionality and ease of administration. We use Freshservice not only for incident and service request management but also for workflow automation and integrations with Active Directory and other internal systems. The Workflow Automator is powerful enough to handle complex approval and provisioning scenarios without requiring custom development in most cases. The user interface is intuitive for both agents and end users, which helped us achieve adoption quickly. Asset management, service catalog, and automation features work well together and allow us to standardize processes that were previously handled manually. > > **Cons**: Some advanced automation and integration scenarios still require workarounds, especially when dealing with nested JSON objects or complex data transformations inside workflows. Documentation is generally good but occasionally lacks examples for more advanced use cases. Reporting is useful, although deeper customization options would be welcome. > > We've been using Freshservice as our primary IT service management platform and have had a very positive experience. The platform has helped us improve ticket handling, automate repetitive administrative tasks, and provide better visibility into IT operations. The implementation process was straightforward, and new team members can become productive quickly because the interface is easy to learn. What stands out most is the pace of product development. New features are introduced regularly, and many of them address real operational needs rather than being purely cosmetic improvements. For organizations looking for a modern ITSM solution that combines strong automation capabilities with a user-friendly experience, Freshservice is a solid choice. ----- ### "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. ----- ### "Great Ticketing System Overall" — 5.0/5 > **Harshil** | *17 July 2026* | Information Technology & Services | Recommendation rating: 9.0/10 > > **Pros**: Ticket management, hands down. I've worked on systems before where half the job was just tracking down where a request even went, and this doesn't have that problem. Stuff gets routed properly, status updates make sense, and I'm not stuck writing custom scripts just to get basic things working the way they should out of the box. That alone saved a lot of headaches. > > **Cons**: Customization's a bit limited, honestly. Not terrible, but if you want to shape things closer to how your team actually works instead of how the platform assumes you work, you'll hit walls. I've had to find workarounds a few times instead of just configuring what I wanted. Would be nice if there was more room to bend it. > > It's been pretty solid, no major complaints. Things behave the way you'd expect - no random bugs, no tickets vanishing into some black hole, nothing weird like that. Setup was straightforward and it's stayed reliable since. SLA tracking and reporting both do what they're supposed to without being overcomplicated. My only real gripe is the customization ceiling, but that hasn't stopped it from being genuinely useful day to day. Would recommend it if you want something that just works without constant babysitting. ----- ### "Freshservice is now boosting its AI features for ITSM" — 4.0/5 > **Lex** | *15 May 2026* | Logistics & Supply Chain | Recommendation rating: 8.0/10 > > **Pros**: 1. ease of use, and its ready-to-use functionalities 2. they have seamless updates every month with no disruption or downtime 3. their self-service portal is now AI-generated response enabled > > **Cons**: 1. no access to back-end tables 2. if the functionality is not available, there is no way for customization. you have to wait for a feature enhancement > > Last year, I have rated Freshservice with below expectation ratings due to restricted platform customization. However, this year the platform made significant improvements and their enhancements sky-rocketed our agent and user experience. ----- Page: 1 / 33\ Next: [Next page](https://www.getapp.co.nz/software/91351/freshservice?page=2) ## Links - [View on GetApp](https://www.getapp.co.nz/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