2020-09-30T08:03:30Z
Miriam Tover - PeerSpot reviewer
Service Delivery Manager at PeerSpot (formerly IT Central Station)
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What is your experience regarding pricing and costs for Freshservice?

Hi,

We all know it's really hard to get good pricing and cost information.

Please share what you can so you can help your peers.

12
PeerSpot user
12 Answers
RL
Information manager
Real User
Top 20
2022-09-20T22:56:46Z
Sep 20, 2022

Our licensing fee for Freshservice is $2,500 a year.

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BW
Business Systems Analyst at a transportation company with 5,001-10,000 employees
Real User
Top 5Leaderboard
2022-09-14T16:40:36Z
Sep 14, 2022

There are some additional costs but not that many. For example, we have unlimited assets, which is something for which we pay extra. We also paid for additional orchestration. I would rate it a three out of five in terms of pricing. They are right in the middle.

Curtis Braun - PeerSpot reviewer
Principal Consultant at Advc8 Consulting
Consultant
Top 10
2022-09-12T16:35:20Z
Sep 12, 2022

I'm not sure of the exact cost. I recall it being pretty small.

Eslam Adel - PeerSpot reviewer
Senior IT Service Delivery Specialist at Toshiba elaraby egypt
Real User
Top 10
2022-09-06T14:14:23Z
Sep 6, 2022

It is $34 per license, per agent. Currently, we don't see any add-ons at extra fees.

RV
Infrastructure Architect -Application Dynamics at Kyndryl
Real User
Top 5
2022-09-02T15:17:05Z
Sep 2, 2022

The licensing is based on how many agents you have or need to manage tickets. The licensing can be based on a monthly or yearly renewal. Different payment options are available. The pricing is available on their website. The pricing plans and everything is available. The cost is completely based on which plan you choose, as there are around four categories. The cost is completely based on the features the company must have.

ES
IT Project Manager at a computer software company with 10,001+ employees
Real User
Top 20
2022-08-31T14:05:14Z
Aug 31, 2022

We would prefer if the pricing was a bit lower. The solution may be around 20,000 euros a year. I'm not sure if there are any extra fees or items that need to be purchased on top of the standard costs.

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Mark Freemantle - PeerSpot reviewer
Head of PMO at University of Utah Hospital
Real User
Top 10
2022-08-19T08:54:09Z
Aug 19, 2022

It was a middle tier. It wasn't an expensive one. It was a tier model usage. Licensing costs varied between admin users and regular users.

TA
Infrastructure Management at a financial services firm with 51-200 employees
Real User
Top 20
2022-08-03T11:29:57Z
Aug 3, 2022

The price of Freshservice could improve, it is expensive. I rate the price of Freshservice a four out of five.

JV
Director de Servicios Profesionales at a tech services company with 11-50 employees
Real User
Top 10
2022-02-20T17:23:55Z
Feb 20, 2022

One of the key benefits of Freshservice is license management. Asset management has the possibility to keep track of licenses and that's very useful. The price of the solution is very good. We pay for a license annually. There are no additional costs to the license. That's one of the advantages that we've observed. There are different versions of the solution, but it's clear what you receive in those versions. You don't have to ask anything else. You may have to add integration with other solutions or tools. However, the functionality of the solution is very complete, there is nothing to add. Freshservice is for ITSM, HR, and project management. The other one, which is Freshdesk is for customer service management. That is very clear.

BJ
Senior Helpdesk at a non-profit with 51-200 employees
Real User
Top 20
2021-11-04T22:32:34Z
Nov 4, 2021

Its price is great. Its pricing is supposedly a lot less than ServiceNow and other alternatives.

Cesar Quiroz - PeerSpot reviewer
CIO at Grupo Kasto
Real User
Top 5
2020-12-30T06:22:29Z
Dec 30, 2020

The pricing information is on their website. It's my understanding that their Pro Plan, for example, is around $89/month. There aren't additional costs on top of this. The price you see on the website is the price they charge and the price you pay.

NP
Network Analyst at a real estate/law firm with 1-10 employees
Real User
2020-09-30T08:03:30Z
Sep 30, 2020

It is good for the price you pay. It has different plans. If you need all features, you need to go for a higher plan. Currently, with the second tier plan, you cannot completely separate the group of agents. So, the agent in each group can see another person's ticket. You also cannot modify the rules based on the viewable, readable stuff and cannot have a custom role in this plan. If you want to do that, you have to go for a higher plan. It works in our case because it doesn't matter if the other group can see our ticket because it doesn't contain anything sensitive. We also didn't need the project or change management features. That's why we didn't go with a higher plan.

Related Questions
it_user434868 - PeerSpot reviewer
Senior Director of Delivery at a tech services company with 51-200 employees
Sep 20, 2022
Hi Everyone, What do you like most about Freshservice? Thanks for sharing your thoughts with the community!
2 out of 13 answers
NP
Network Analyst at a real estate/law firm with 1-10 employees
Sep 30, 2020
We find its ability to track what's going on with each request very valuable. We are also able to merge ticket requests and assign them to different groups in the company. We have another department that uses the same system.
Cesar Quiroz - PeerSpot reviewer
CIO at Grupo Kasto
Dec 30, 2020
The overall functionality of the product is excellent.
Miriam Tover - PeerSpot reviewer
Service Delivery Manager at PeerSpot (formerly IT Central Station)
Sep 20, 2022
Please share with the community what you think needs improvement with Freshservice. What are its weaknesses? What would you like to see changed in a future version?
2 out of 13 answers
NP
Network Analyst at a real estate/law firm with 1-10 employees
Sep 30, 2020
They can improve the search. While searching the inventory, when I cancel a selected category, the search box disappears, and I have to reload the page. It is a small glitch. Currently, we can have only one plan per subscription. All users have to be on the same plan. We can't have two users for plan A and five users for plan B. It might be good if there was an option to have different plans within one subscription so that you can assign each agent to the corresponding plan.
Cesar Quiroz - PeerSpot reviewer
CIO at Grupo Kasto
Dec 30, 2020
While we're just starting with project management, I foresee some limitations with it two or three years down the line. The functionality we will likely need just isn't there right now. It's still very, very basic in terms of the offering. For example, measuring progress can be tricky. If you finish the sub-tasks and not the main task, it doesn't calculate the project's progress correctly. It would be nice if there were some standard KPIs around, for example, performance or support. It would help with budgeting. The product should look at BCM or ServiceNow and see if there are features that would make nice additions. It would help them stay competitive.
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