--- description: Learn more about Freshservice price, benefits, and disadvantages for businesses in South Africa. Read reviews from verified users and discover similar tools. image: https://gdm-localsites-assets-gfprod.imgix.net/images/capterra/og_logo-e5a8c001ed0bd1bb922639230fcea71a.png?auto=format%2Cenhance%2Ccompress title: Freshservice Price, Reviews & Features - Capterra South Africa 2026 --- Breadcrumb: [Home](/) > [Help Desk Software](/directory/30008/help-desk/software) > [Freshservice](/software/132997/freshservice) # Freshservice Canonical: https://www.capterra.co.za/software/132997/freshservice Page: 1 / 33\ Next: [Next page](https://www.capterra.co.za/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 **4.6/5** by 803 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** | **4.6/5** | 803 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**: 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 - 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) - Customizable Forms - Customizable Templates - Disaster Recovery - Documentation Management - Electronic Signature - Full Text Search - IT Asset Tracking - IT Reporting - Incident Management - Incident Reporting - Inventory Management - Investigation Management - Issue Tracking - Knowledge Base Management - Knowledge Management - License Inventory - License Management - License Tracking - Multi-Channel Communication - On Call Scheduling - Patch Management - Pre-built Templates - Project Tracking - Real-Time Chat - Real-Time Monitoring - Remote Access/Control - Remote Monitoring & Management - Risk Assessment - Secure Data Storage - Self Service Portal - Status Tracking - Survey/Poll Management - Task Management - Templates - Ticket Management - Workflow Automation ... and 56 more features ## Integrations (69 total) - ADP Workforce Now - AWS Lambda - Adobe Acrobat Sign API - Amazon Redshift - Azure DevOps Server - BambooHR - BigQuery - Box - ClickUp - Copper - Device42, A Freshworks Company - Docusign - Dropbox - Dynamics 365 - FreshBooks ... and 54 more integrations ## Support Options - Email/Help Desk - FAQs/Forum - Knowledge Base - Phone Support - 24/7 (Live rep) - Chat ## Category - [Help Desk Software](https://www.capterra.co.za/directory/30008/help-desk/software) ## Related Categories - [IT Asset Management Software](https://www.capterra.co.za/directory/30077/it-asset-management/software) - [IT Management Software](https://www.capterra.co.za/directory/10001/it-management/software) - [Help Desk Software](https://www.capterra.co.za/directory/30008/help-desk/software) - [Knowledge Management Software](https://www.capterra.co.za/directory/30094/knowledge-management/software) - [IT Service Software](https://www.capterra.co.za/directory/30672/it-service/software) ## Alternatives 1. [Freshdesk](https://www.capterra.co.za/software/124981/freshdesk) — 4.5/5 (3487 reviews) 2. [Zoho Desk](https://www.capterra.co.za/software/169505/zoho-desk) — 4.5/5 (2216 reviews) 3. [Zendesk Suite](https://www.capterra.co.za/software/164283/zendesk) — 4.4/5 (4094 reviews) 4. [Milvus](https://www.capterra.co.za/software/202528/milvus) — 4.8/5 (298 reviews) 5. [LiveAgent](https://www.capterra.co.za/software/102188/liveagent) — 4.7/5 (1789 reviews) ## Reviews ### "Freshservice - a game changer" — 5.0/5 > **Werner** | *17 February 2026* | Nonprofit Organization Management | Recommendation rating: 8.0/10 > > **Pros**: The Ease of getting it set up and the impact it made on our day to day IT support process - the Knowledge base is also a winner and we love the custom portal. > > **Cons**: Some of the app integrations are complicated to set up and can be a little janky at times. There are also some finer automation things that take some time to learn. > > Overall we are happy with the product and we are exploring the different modules and building it out further as it has so many aspects to it. ----- ### "Efficient, User-Friendly ITSM Tool with Strong Automation Capabilities" — 5.0/5 > **Praphul Kumar** | *17 March 2026* | Insurance | Recommendation rating: 8.0/10 > > **Pros**: Freshservice offers great value for money considering the wide range of features it provides, especially for ITSM operations. As a Senior System Admin managing the tool independently, I’ve found it very easy to use and highly customizable. The interface is intuitive, which makes onboarding new users simple. Workflow automation, SLA management, and service catalog setup have significantly improved efficiency and reduced manual effort. Task and workflow management are strong, allowing me to streamline processes across different teams effectively. It also supports decent collaboration by keeping all ticket communication and updates centralized. > > **Cons**: There are occasional bugs and glitches, especially when dealing with complex automations or API integrations. Reporting and advanced customization could be improved further, as some use cases require workarounds. Customer support is helpful but can sometimes take time to resolve more technical or edge-case issues, which can be challenging when you’re the only one managing the system. > > Overall, my experience has been very positive. Handling the entire platform alone as a Tech Lead has been manageable due to its ease of use and automation capabilities. It has helped improve operational efficiency, reduce turnaround time, and bring better structure to ticket and service request management. While there are areas for improvement, especially around advanced features and stability, it remains a reliable and powerful ITSM solution. ----- ### "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. ----- ### "Freshservice" — 5.0/5 > **Verified Reviewer** | *09 September 2026* | Computer Software | Recommendation rating: 8.0/10 > > **Pros**: The freshservice tool is the best itsm tool, very easy to use and the guides and product information is easily available and good customer support team. > > **Cons**: The change management and other capabilities needs improvement, they are very basic unlike the advanced ITSM features on the tool. ----- ### "Great for a first bike, but you'll grow out of it." — 3.0/5 > **Jason** | *29 May 2026* | Construction | Recommendation rating: 7.0/10 > > **Pros**: The turnkey nature of Freshservice is highly desirable for teams and organizations that can't justify spending either a lot of time or payroll on a full/part-time developer. The low to no code environment allows for you to immediate spin up modules and begin processing incidents, requests, etc. The built-in analytics tools allow you to create customized dashboards and reporting for strategic planning on operational metrics. > > **Cons**: As with any turnkey SaaS product its greatest strengths are also the product's greatest weakness. Want to take Fresh's framework and tweak it a bit to meet your needs? Nope. Do you want to customize components of a module entirely operating within the expected limitations of an ITIL product? Negative. Have a feature request? You can submit to the backlog but it might be years before a version of it becomes a reality. > > It's an excellent tool if you're looking for low maintenance/hassle with an ITIL-aligned ITSM tool. But the moment you want to become a power user and start customizing and evolving the tool to meet your specific needs, you either need to be prepared for disappointment or evaluate something more powerful. ----- Page: 1 / 33\ Next: [Next page](https://www.capterra.co.za/software/132997/freshservice?page=2) ## Links - [View on Capterra](https://www.capterra.co.za/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