#3 Ranked Solution

4.5 (G2/Capterra)

FreshService

Cloud-native ITSM platform with AI capabilities for SMB to mid-market

21-day free trialStarter, Growth, Pro, EnterpriseSMB to Mid-market (10-500)

Overview

Freshservice is a cloud-native IT service management solution designed for ease of use and rapid deployment. Built on the Freshworks Neo platform, it provides AI-powered automation via Freddy AI, comprehensive ITSM and asset management, employee onboarding, and omnichannel support. Freshservice emphasizes modern UX, mobile-first design, and out-of-the-box functionality with minimal configuration required.

Key Features

Incident Management

Problem Management (Growth+)

Change Management (Pro+)

Release Management (Pro+)

Service Catalog (Growth+)

Asset Management (Growth+)

Knowledge Base

Freddy AI

Workflow Automation

Employee Onboarding

MSP Mode (Growth+)

Mobile App

Omnichannel Support

Self-Service Portal

Key Strengths

Easy to implement

Intuitive interface

Strong AI capabilities (Freddy)

Good value for money

Fast time-to-value

Modern UX

Excellent mobile app

Strong customer support

Perfect For

SMBs and mid-market companies, Organizations wanting quick deployment, Teams needing user-friendly ITSM, Companies prioritizing ease of use, Businesses with limited IT resources, Organizations seeking good ROI

Available Features - depending on plan

Communication Channels

Communication Channels - Phone

Communication Channels - Chat

Communication Channels - Widget

ServiceBot on Microsoft Teams

ServiceBot on Slack

Support Portal

Multiple Portal Languages

24/7 Email Support

24/5 Chat Support

Service Management

Incident Management

Compliance & Security

Custom SSL Certificate

Domain Restriction

Custom Domain Mapping

IP Range Restriction

Automation & Workflow

Productivity Enhancers

Canned Responses

Scheduler

Orchestration Apps and Reports

Orchestration Transactions

Business Rules

Custom Task Workflows

Project Management

Task Management

Connector App Tasks

Agile Mode

Project Templates & Clones

Gantt Planning

Bug Tracking

Reporting on Project tasks

Sprint Insights

Custom Task Types

Custom Task Statuses

Custom Task Fields

Other Features

Knowledge Management

CSAT Surveys

Status Page

E-signature

Analytics Starter

Analytics Pro

Pricing & Suitability

Find out if this solution fits your budget

Starter, Growth, Pro, Enterprise

From £15-19per agent/month

Starting price

Free Trial

21-day free trial

Best For

SMB to Mid-market (10-500)

Setup Complexity

Easy - user-friendly interface

Why Choose This?

Proven with SMB to Mid-market (10-500) companies

Easy - user-friendly interface setup

Support & training included

Customer Reviews

4.5

4.5/5 (G2/Capterra)

Based on G2/Capterra reviews

Excellent

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