--- description: Learn how Freshservice can help your business. GetApp provides users in South Africa with the most detailed information on software tools, prices and features. image: https://gdm-localsites-assets-gfprod.imgix.net/images/getapp/og_logo-94fd2a03a6c7a0e54fc0c9e21a1c0ce9.png title: Freshservice Reviews, Prices & Ratings | GetApp South Africa 2026 --- Breadcrumb: [Home](/) > [Help Desk Software](/directory/287/help-desk-ticketing/software) > [Freshservice](/software/91351/freshservice) # Freshservice Canonical: https://www.getapp.za.com/software/91351/freshservice Page: 1 / 33\ Next: [Next page](https://www.getapp.za.com/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 **4.6/5** by 794 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** | **4.6/5** | 794 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, 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 - 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 (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 - Phone Support - 24/7 (Live rep) - Chat ## Category - [Help Desk Software](https://www.getapp.za.com/directory/287/help-desk-ticketing/software) ## Related Categories - [Knowledge Management Software](https://www.getapp.za.com/directory/257/knowledge-management/software) - [Help Desk Software](https://www.getapp.za.com/directory/287/help-desk-ticketing/software) - [ITSM Tools](https://www.getapp.za.com/directory/292/it-service-management-itsm/software) - [IT Asset Management Software](https://www.getapp.za.com/directory/325/it-asset-management/software) - [IT Management Software](https://www.getapp.za.com/directory/771/it-management/software) ## Alternatives 1. [Freshdesk](https://www.getapp.za.com/software/10317/freshdesk) — 4.5/5 (3471 reviews) 2. [Zendesk Suite](https://www.getapp.za.com/software/9448/zendesk) — 4.4/5 (4090 reviews) 3. [Milvus](https://www.getapp.za.com/software/132287/milvus) — 4.8/5 (298 reviews) 4. [LiveAgent](https://www.getapp.za.com/software/91301/liveagent) — 4.7/5 (1787 reviews) 5. [JIRA Service Management](https://www.getapp.za.com/software/91811/jira-service-management) — 4.5/5 (776 reviews) ## Reviews ### "Simple IT service tool that works well for teams" — 4.0/5 > **Hana** | *16 May 2026* | Accounting | Recommendation rating: 8.0/10 > > **Pros**: What I like most about Freshservice is that it is easy to use and well organized. It helps manage IT tickets and requests in a clear way, so nothing gets lost. The interface is simple and easy to understand, even for new users. > > **Cons**: What I like least is that some advanced features are only available in higher-priced plans. It can also feel a bit limited for very complex workflows or large companies. > > My overall experience with Freshservice has been positive. It is a reliable tool for handling support requests and basic IT service management. It helps teams stay organized and respond faster to issues. However, it may not be the best option for very advanced or highly customized setups. ----- ### "Solid ITSM tool, automation makes a real difference" — 5.0/5 > **Ajay** | *02 July 2026* | Information Services | Recommendation rating: 7.0/10 > > **Pros**: We've been using Freshservice for almost 2 years now across our IT support team, and honestly it's become one of those tools we don't even think twice about anymore, it just works. The ticket management system is probably my favorite part; everything is organized in a way that actually makes sense, and our resolution times have noticeably improved since we moved to it. What I really appreciate is how easy it was to get the team onboarded, we didn't need a ton of training, most people picked it up within a few days. The workflow automation has honestly saved us so much manual work. We've set up automated ticket routing and escalation rules that used to take someone sitting there manually assigning tickets, and now it just happens. Asset management is another strong point for us, being able to track hardware/software assets alongside tickets in one place instead of juggling separate spreadsheets has made audits way less painful. Customer support from Freshservice's side has also been solid whenever we've run into issues, responsive and they actually solve the problem instead of just sending generic articles. > > **Cons**: If I'm being honest, the reporting/analytics dashboard could use more customization, we sometimes have to export data and build our own reports in Excel to get the exact view we need for management. Also, the mobile app feels a bit clunky compared to the desktop version, especially when trying to update tickets on the go. Pricing tiers can also get expensive once you start needing the more advanced automation and asset management features, so smaller teams might feel that jump. Overall though, none of these are dealbreakers, after 2 years, it's still our go-to tool and I'd recommend it to any team looking to get their IT service management organized. > > Been using Freshservice for our IT team and honestly it's made day to day support so much easier. Ticket management is solid, everything stays organized and resolution times have gone down since we started using it. The automation is probably my favorite part, ticket routing and escalations just happen on their own now instead of someone manually assigning stuff. Asset tracking is also handy, having hardware and software info right next to the tickets saves a lot of back and forth during audits. Not everything's perfect though. Reporting could be more flexible, we usually export stuff to Excel to build the reports we actually need. Mobile app is a bit clunky too when you're trying to update something quickly on the go. Pricing goes up once you add the automation and asset features, so worth keeping in mind if you're a smaller team. Still, it's the tool we rely on daily and I'd recommend it if you want your support process to feel less chaotic. ----- ### "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. ----- ### "My honest review for Fresh service" — 4.0/5 > **Marika** | *15 May 2026* | Maritime | Recommendation rating: 8.0/10 > > **Pros**: One of the features I really love in Freshservice is the execution scenarios that can be manually configured to help automate tasks and make ticket handling much faster and more efficient. I also appreciate the new AI capabilities, especially the AI-generated email responses, which help improve response time, consistency, and overall productivity for Service Desk operations. > > **Cons**: One area I would like to see improved in Freshservice is the Knowledge Base functionality. It would be beneficial to have more category and classification options to better organize KB articles, especially for larger environments with multiple support groups and services. Additionally, adding more customization and formatting features would help make KB articles more visually appealing, engaging, and easier for end users to follow. > > My overall experience with Freshservice has been very positive, although there are still areas that could be improved. One enhancement that would be very helpful is more flexible and user-friendly reporting, especially for tracking updated or worked-on tickets. For example, having an easier way to generate reports showing all tickets an agent has touched within a weekly or monthly period would greatly improve operational visibility and performance tracking. Currently, this option seems limited or not easily accessible within Analytics. ----- ### "A powerful, game-changing helpdesk that streamlined our entire workflow" — 5.0/5 > **Ekta** | *24 July 2026* | Information Services | Recommendation rating: 9.0/10 > > **Pros**: The ticket management and automation features are absolute lifesavers. Setting up routing rules and automated workflows took very little time compared to our old system, which drastically cut down our first-response times. > > **Cons**: Honestly, the initial setup and customization options can feel a bit overwhelming. There are so many modules and configurations that it took our team a couple of weeks to fully wrap our heads around everything. > > Switching over to Freshservice has been a massive upgrade for our daily IT operations. It brings everything - from asset management to customer support, into one clean, easy-to-use workspace. Our team actually enjoys using it, and the return on investment in terms of sheer efficiency has been well worth it. ----- Page: 1 / 33\ Next: [Next page](https://www.getapp.za.com/software/91351/freshservice?page=2) ## Links - [View on GetApp](https://www.getapp.za.com/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