Freshservice is an incident management, asset management, release management and service catalog software solution. The Freshservice system allows you to manage service desk queries and requests efficiently, enhancing UX and service delivery. The service allows a company’s agents to use powerful automation tools and collaborative features which improve productivity.

The Freshservice system was launched in 2014, and was created by Freshworks, a SaaS company which provides its software solutions to companies such as Honda and Unidays. It is essentially an all-in-one IT service desk, allowing organizations to meet the demands of their customers and stakeholders more easily.

Company Overview

Number of Customers
Office Location
35 King Street, London, WC2E 8JG
Established Since

Key Product Features

Great UI

Freshservice features an intuitive and state of the art user interface, allowing company employees to use the Freshservice system with little (or no) training required. As well as being well-designed, their system can also be tailored to an organization’s personal needs, whether they be IT-related or non-IT-related.

The service also features multi-channel support, providing users with support for issues which they may encounter. The system allows an organization to provide user support via email, phone chat, live message chat, a self-service portal, or in person. It also allows many processes to be automated, which helps users and customers with more common or minor issues.

Unique UX
Freshservice has followed the gamification trend which has emerged in recent years, allowing organizations to gamify their service desk and turn it into a more compelling and entertaining experience for their staff, which often leads to a boost in employee morale and job satisfaction.

Vast amounts of data
Freshservice provides its users with a wealth of information, allowing them to maintain records of things such as contracts, assets, hardware, software, and all the relevant details attached to these assets. From initial acquisition to eventual expiry, Freshservice allows users to keep track of all their important assets.

Mobile app
The service also supplies a highly-rated mobile app for its users, allowing key employees to have access to important information while away from their office. The mobile service desk app is available for both iOS and Android, enabling users to use many of the features that they could in the PC version of the software.

Incident management service

Freshservice’s incident management services allow team members to resolve tickets and issues via email, phone call, live chat, or many other means. Their SLA management services also mean that users can create task deadlines based on different business hours or ticket categories at hand.

Knowledge management
Similarly, the service’s knowledge management systems allow one to create solutions for incidents and issues, automatically converting the solutions into knowledge base articles which can inform the rest of the incidents team. There is also a self-service portal, which allows customers to visit the knowledge base before looking for their own solutions. Freshservice also makes use of automation, taking the hassle out of much of your team’s work.

Inventory management service
When it comes to asset tracking, Freshservice provides an inventory management service which allows users to manage their IT and non-IT assets, whether they be physical items, contracts, or pieces of software. The system allows users to evaluate the price of the items and plan purchases accordingly. The system also comes with an asset auto-discovery tool, enabling users to use discovery tools in order to automatically scan for all the hardware and software, ensuring location and other relevant information.


Key Capabilities

Discovery of Assets
IT Asset Management
IT Service Management
Understand, Manage and Monitor usage of your IT Assets
Manage IT contracts
Inventory Management
Manage Entitlements

Detailed Capabilities

Incident Management
Multi-channel support from a single platform
Gain insights from the overview dashboard
Assign and classify tickets with intelligent automation
Empower employees with self service
SLA Management
Multiple service level targets
Manage SLA violations with automation
Set SLAs for global teams
Knowledge management
Empower users with information
Reduce tickets with smart suggestions
Accelerate resolution with workarounds and solutions
Service catalog
Shop on the portal for IT needs
Auto-assign and send for approvals
Insights into service availability
Rebranding with the service catalog
Rebranding with the service catalog
Problem management
Handle problems with simple automation
Provide visibility with root cause analyses
Drive transparency with known error database
Prevent incidents with workarounds and solutions
Inventory Management
A single repository to track all your assets
Evaluate value of assets
Monitor purchases across teams
Task Management
Real-time Project Dashboard
Integrated ITSM Platform
Out-of-the-box Reports
Custom Reports
Cross-Module reports
Interactive Visualizations
Natural Language Querying


From Free

Upto 3 Users
Upto 100 Assets

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Swinerton Builders
"Fresh and simple. That is what we are looking for in today's world where simplicity is overlooked and not found in other tools."
Lauren Nunnally
Director of Support
Judson University
"Freshservice can help IT managers increase efficiency by changing the conversation from I need more people to be successful to my people are successful because they are able to focus on what they mean to do"
Ben Greeno
IT Director
"When a tool is intuitive and easy to use, you're more likely to explore and make the most of all the tool's functionalities."
Kenneth Byrne
Director of IT
"It was definitely the best bang for the buck for us."
Santo Brullo
IT Service Director
Cordant group
"I was surprised at the speed of implementation, Freshservice was available the next day and ready to use in under a week. "
Craig Bell
IT Service Director
ShowIT Media
"Setting up Freshservice was like putting together LEGO blocks."
Jonas Christoffersen
CEO & Founder
Addison lee
"It's great that all our suggestions and requests for tweaks in the tool have been welcomed by Freshservice and they've been making those changes as well. It's really good for the future."
Ray Wise
Help Desk Supervisor
"Freshservice has ensured that our operational data is available to us at any point of time. It has saved us a lot of man-hours."
Rajaraman Santhanam
Co-founder and CTO
INCAE Business School
"We use Freshservice in a way nobody else did before - by using it in many teams that aren't just IT. It's efficient and exactly what we wanted."
Juan Ramone Dorte
Social IT Director
Rant and Rave
"There was no way to understand our progress and targets before. Since Freshservice, we've seen significant changes and improvements on that front. "
Gareth Rees
Head of Service Delivery
"Freshservice has helped us improve our ability to serve to requests or queries in an elegant and professional manner. The portal experience is very good."
Karthikeyan Rammohan
Senior Manager of People Operations
M&C Saatchi
"If another organization is frustrated with their current ITSM tool and wants a breath of fresh air (pun intended), then Freshservice is there ready and waiting."
Adam Le Feuvre
Project manager for M&C Saatchi’s Freshservice implementation
Outwood Grange
"Freshservice has given us clarity into everything that's happening - it ensures fair and identical service quality across academies."
Stuart Jones
Director of ICT Support Delivery
"The Box integration is fundamental to our service desk. We sync all the files on our server with Box and directly connect to Box from our tickets. Freshservice has helped us save time as well as space - we collaborate a lot more efficiently with our clients now."
"We have seen dramatic improvements associated with the implementation of Freshservice."
Tom Peach-Geraghty
Head of IT Operations
BAM Belgium
"I was afraid during the implementation that I might have to do it all alone and figure things out myself. But Freshservice's support was very good. They supported me through every step of the way."
Pieter Thewis
Director of IT Operations
Brisbane racing club
"Freshservice's automations and integrations help us run the IT team as efficiently as possible"
Missy Ivan
Business Systems Analyst
Currie & Brown
"Freshservice is a platform that really supports the way we work as a group."
Chris Balmbro
Group IT Director
"The Freshservice mobile app has cut down a lot of time for us and we like to be mobile when we're away from the desk. Freshservice is a fantastic product that we're happy to have chosen as our ITSM solution."
Tony Casey
Manager of Information Technology
"Consolidation of all service delivery functions with the help of Freshservice enabled the business to become India's largest supply-chain and logistics provider."
Gaurav Gupta
IT Director
Anne Street Partners
"Freshservice's reporting helps us track all the work we do. It's really important for us to see how we are working as a team."
Aaron Spiteri
Senior Systems Administrator
Donvale Christian College
"Freshservice allows us to do things that matter, when they matter; it allows us to work together as a team to support our users; to not just fix problems but let us be a part of what they do, understand what they do and come to the table with a solution that works - not just from a problem perspective but also through innovation. "
Joshua Lyon
ICT Manager
Veeva Systems
"Veeva's customer satisfaction rating is 97% with Freshservice. The teams love that the stats show happy internal customers. It's a 'pride' thing - they chose these careers because they want to solve problems and Freshservice helps them do that. The positive feedback keeps them going, and motivates them to keep trying to be better than before."
Prasad Ramakrishnan
"Our plan, our vision with Freshservice is to make it a one stop shop for everything and to brand it to a point where I can redirect users to all solutions from the portal itself. We want Freshservice to be the single point for all requests."
Zenon Oratis
Senior IT Manager
Royal Rehab
"Love the fact that when a customer rates a ticket, it lets future agents know if they were satisfied with past service or whether they will need more than a call to make them happy."
Ben Laxton
Service Delivery Manager
Sellwood Housing
"We just wanted something that we could easily get up and running - plug in and use, with appendages upfront - but then Freshservice had the additional functionality that let us configure it to our needs as we work."
Mark Heyworth
Head of ICT
"Freshservice is extremely easy to setup and easy to use - both at the agent and end user level."
Marie-Alice Calando
IT Operations Director
Western Sussex Hospitals
"Freshservice was willing to go the extra mile to make sure the system met our needs. Overall, Freshservice has been one of the best tools we have worked with - no matter what time of day it is, they always get back to us within a few hours of getting in touch."
Grant Harris
Head of IT Operations
East West
"The things that really brought us to Freshservice were asset management and contract management. Each of our business units was doing things differently and no one was really doing well. Then when we had a demo of Freshservice to see how we could leverage and standardize things across units, we really liked its features. In fact, contract management was not even something that we were looking at, but having it really brought us along. "
Jared West
Operations Manager for IT
"IT Support Specialist at Synpulse, recommends Freshservice as an affordable and reasonably priced end-to-end ITSM solution offering an intuitive Service Catalog to enable in-house knowledge management"
Rome Orofeo
IT Support Specialist
ISM e-Company
"As a customer, I am extremely happy with how Freshservice is listening to all our requirements and are proactively pushing us to derive the most value from this tool "
Uditha Wijesundara
IT Director
"It was very easy. We just put our imagination to how we wanted the system to work and we had a couple of engineers from Freshservice working with us. It took two weeks to establish the complete system for us."
Abey El Sayed
Centro Command Center Manager

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