--- description: Learn more about Freshservice price, benefits, and disadvantages for businesses in New Zealand. Read verified software reviews and find tools that fit your business needs. image: https://gdm-localsites-assets-gfprod.imgix.net/images/capterra/og_logo-e5a8c001ed0bd1bb922639230fcea71a.png?auto=format%2Cenhance%2Ccompress title: Freshservice Pricing, Reviews & Features - Capterra New Zealand 2026 --- Breadcrumb: [Home](/) > [Incident Management Software](/directory/31332/incident-management/software) > [Freshservice](/software/132997/freshservice) # Freshservice Canonical: https://www.capterra.co.nz/software/132997/freshservice Page: 1 / 33\ Next: [Next page](https://www.capterra.co.nz/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 792 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** | 792 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 - Access Controls/Permissions - Alerts/Notifications - Approval Process Control - Approval Workflow - Asset Tracking - Assignment Management - Audit Management - Calendar Management - Catalog Management - Change Management - Change Planning - Chat/Messaging - Collaboration Tools - Configuration Management - Content Management - Corrective and Preventive Actions (CAPA) - Customisable Forms - Customisable Templates - Disaster Recovery - Documentation Management - Electronic Signature - Full Text Search - IT Reporting - Incident Management - Incident Reporting - Issue Tracking - Knowledge Base Management - Knowledge Management - License Inventory - License Management - License Tracking - Multi-Channel Communication - Patch Management - Pre-built Templates - Project Tracking - Real-Time Chat - Real-Time Monitoring - Release Management - Remote Access/Control - Remote Monitoring & Management - Secure Data Storage - Self Service Portal - Service Level Agreement (SLA) Management - Status Tracking - Survey/Poll Management - Task Management - Team Collaboration - Ticket Management - Workflow Automation - Workflow Management ... and 56 more features ## 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 - [Incident Management Software](https://www.capterra.co.nz/directory/31332/incident-management/software) ## Related Categories - [IT Asset Management Software](https://www.capterra.co.nz/directory/30077/it-asset-management/software) - [IT Management Software](https://www.capterra.co.nz/directory/10001/it-management/software) - [Help Desk Software](https://www.capterra.co.nz/directory/30008/help-desk/software) - [Knowledge Management Software](https://www.capterra.co.nz/directory/30094/knowledge-management/software) - [IT Service Software](https://www.capterra.co.nz/directory/30672/it-service/software) ## Alternatives 1. [Freshdesk](https://www.capterra.co.nz/software/124981/freshdesk) — 4.5/5 (3470 reviews) 2. [Zendesk Suite](https://www.capterra.co.nz/software/164283/zendesk) — 4.4/5 (4090 reviews) 3. [Milvus](https://www.capterra.co.nz/software/202528/milvus) — 4.8/5 (298 reviews) 4. [LiveAgent](https://www.capterra.co.nz/software/102188/liveagent) — 4.7/5 (1787 reviews) 5. [JIRA Service Management](https://www.capterra.co.nz/software/138769/jira-service-management) — 4.5/5 (775 reviews) ## Reviews ### "The best ITSM tool in all the areas that matter." — 5.0/5 > **Mark** | *16 March 2026* | Information Technology & Services | Recommendation rating: 10.0/10 > > **Pros**: Ease of use reduces operational cost, and increases ROI on CSI and automation initiatives. Integrations are simple to implement. Very responsive support team\! > > **Cons**: Integrations are not always clear, often rely on third parties (not clear how they are involved with your data either). Out of the box integrations not as braod as some competitors. The available licensing is not as flexible as other tools. Access permissions (e.g., what parts of the system you can administer) are not granular (e.g., need to be admin to do simple things like add Vendor). Base-level CMDB functionality could be better - especially for software. > > Overall it is the best ITSM tool I have ever used. It is the best combination of price, ease of use and extensibility. ----- ### "Frank's Review" — 4.0/5 > **Frank** | *20 January 2026* | Higher Education | Recommendation rating: 8.0/10 > > **Pros**: The Service Desk and Asset Management modules are great to use. It gives better insight into assets. > > **Cons**: The reporting and analytics are a bit difficult to configure and don't give enough options to do in-depth filtering. > > Very happy with the product overall. The connector apps are very useful - especially for asset matching to vendors warranty sites like with Dell. ----- ### "Freshservice amazing platform waiting to be use at his full percentage" — 4.0/5 > **Marcela** | *25 May 2026* | Automotive | Recommendation rating: 8.0/10 > > **Pros**: Freshservice it's easy to customize and have a lot of potential as for companies and employees. Also, customer support is good very attentive and ready to help with each question of project. > > **Cons**: One of the main challenges was not fully understanding how to utilize the application to its maximum potential, which limited the value we could gain from Freshservice. > > Overall, my experience with Freshservice has been positive. As a company administrator, I rely on the platform daily to manage service requests, workflows, and system configurations. It provides a solid set of features that support IT service management and helps streamline operations. While there is still room to improve our understanding of all its capabilities, it has been an effective tool in supporting our day-to-day processes ----- ### "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. ----- ### "Good support easy to use and highly automation" — 4.0/5 > **Farheen** | *7 August 2026* | Computer Software | Recommendation rating: 9.0/10 > > **Pros**: I found customer support is very good and very easy and user friendly to me and our employees. Also, the reports are very usefull > > **Cons**: honestly it is very costly we wanted to move to higher plan where we can user AI but it is costly to afford > > Overall experience is good with lower plan also we manage so many things specially ticket management is very powerful and creating workflow also very easy ----- Page: 1 / 33\ Next: [Next page](https://www.capterra.co.nz/software/132997/freshservice?page=2) ## Links - [View on Capterra](https://www.capterra.co.nz/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