--- description: Learn more about Freshservice pricing, benefits, and disadvantages for your business in Canada. 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 Canada 2026 --- Breadcrumb: [Home](/) > [Incident Management Software](/directory/31332/incident-management/software) > [Freshservice](/software/132997/freshservice) # Freshservice Canonical: https://www.capterra.ca/software/132997/freshservice Page: 1 / 33\ Next: [Next page](https://www.capterra.ca/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 Software | 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 Software - Assignment Management - Catalog Management - Change Management Software - Change Planning - Chat/Messaging - Collaboration Tools - Configuration Management - Content Management System (CMS) Software - 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 Software - Incident Reporting - Inventory Management Software - Issue Tracking Software - Knowledge Base Management - Knowledge Management Software - License Inventory - License Management Software - License Tracking - Multi-Channel Communication - On Call Scheduling - Patch Management Software - Pre-built Templates - Project Tracking Software - 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 Software - Templates - Ticket Management - Workflow Automation - Workflow Management Software ... 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 Software - Phone Support - 24/7 (Live rep) - Chat ## Category - [Incident Management Software](https://www.capterra.ca/directory/31332/incident-management/software) ## Related Categories - [IT Asset Management Software](https://www.capterra.ca/directory/30077/it-asset-management/software) - [IT Management Software](https://www.capterra.ca/directory/10001/it-management/software) - [Help Desk Software](https://www.capterra.ca/directory/30008/help-desk/software) - [Knowledge Management Software](https://www.capterra.ca/directory/30094/knowledge-management/software) - [IT Service Software](https://www.capterra.ca/directory/30672/it-service/software) ## Alternatives 1. [Freshdesk](https://www.capterra.ca/software/124981/freshdesk) — 4.5/5 (3486 reviews) 2. [Zoho Desk](https://www.capterra.ca/software/169505/zoho-desk) — 4.5/5 (2216 reviews) 3. [Zendesk Suite](https://www.capterra.ca/software/164283/zendesk) — 4.4/5 (4094 reviews) 4. [Milvus](https://www.capterra.ca/software/202528/milvus) — 4.8/5 (298 reviews) 5. [LiveAgent](https://www.capterra.ca/software/102188/liveagent) — 4.7/5 (1789 reviews) ## Reviews ### "Good Software. Astonishingly Bad Billing and Accountability." — 3.0/5 > **Steve** | *August 12, 2026* | Health, Wellness & Fitness | Recommendation rating: 3.0/10 > > **Pros**: Freshservice itself is a capable ITSM platform. The ticketing system is straightforward, the self-service portal is useful, and it provides a good structure for moving IT support away from scattered emails and informal requests. Administration is generally easy and the product met most of our core service-desk requirements. > > **Cons**: The product is considerably better than the company experience surrounding it. Freshworks' billing, account management and customer support have been extremely poor. We paid our first year of service in full in advance. Additional charges later appeared that I believe are incorrect, and I have disputed those charges for months. Despite repeated emails and attempts to obtain a proper reconciliation, Freshworks failed to resolve the matter. Freshworks then disabled access to the prepaid service over the disputed balance. A company selling IT service management software should understand the concepts of escalation, ownership and resolution. My experience with Freshworks demonstrated remarkably little of any of the three. > > The software itself was useful and generally did what we purchased it to do. Unfortunately, the vendor relationship has overshadowed the product. I paid the contracted year in full, disputed additional billing for months, repeatedly attempted to have Freshworks investigate and correct the account, and received no satisfactory resolution. Freshworks ultimately suspended access to service that had already been prepaid. The matter has now been escalated to Freshworks management and Legal, reported to our credit card issuer for review, and submitted as a complaint to the Better Business Bureau. I can separate the product from the vendor: Freshservice is a decent ITSM platform. My experience with Freshworks as a company has been unacceptable. ----- ### "It's great, but could be better." — 4.0/5 > **William** | *May 20, 2026* | Telecommunications | Recommendation rating: 7.0/10 > > **Pros**: The product is fairly versatile, reasonably user friendly. Ticket management is well done. Workflows are good, have great functionality. > > **Cons**: Malfunctioning features, outdated documentation, unclear access to specific items. There's this issue I keep running into where I try to modify a form and it rejects the modification. I'll delete a field for example, and replace it with a different field, but it won't save cause it ignores the delete and remembers the name, so it refuses over duplicate. > > Overall I'm able to do what I need to do. Sometimes I require a compromise and longer method to get it done, but it can get done. The customer support is decent, typically fairly swift and helpful. FreddyAI is not always helpful, often doesn't understand context. ----- ### "User-Friendly, Customizable, and Cost-Effective ITSM Platform, but Need Improvement" — 5.0/5 > **Ifediora** | *May 20, 2026* | Education Management | Recommendation rating: 9.0/10 > > **Pros**: Ease of use and customization. I’m not restricted to out-of-the-box configurations, and the licensing is cost-effective. > > **Cons**: A couple of features appear to be missing from the Assets module. For example, under Contracts, there’s currently no option to mark contracts as retired or archive them once they expire and no longer need renewal. Similarly, under Inventory, there’s no way to archive decommissioned assets to maintain a clean and current CMDB. I hope these features can be added in a future update. > > My overall experience with Freshservice has been positive, particularly in terms of usability, flexibility, ticket management, customer support, and cost-effectiveness for IT Service Management. ----- ### "Freshservice: Easy to Navigate, Powerful Filters, and Customizable Rules with Strong Security" — 4.0/5 > **Mili** | *February 23, 2026* | Education Management | Recommendation rating: 9.0/10 > > **Pros**: What I like most about Freshservice is that it is easy to navigate and simple to use. The filters are very useful and help us find tickets quickly. I also like that we can create our own custom rules and customize the fields on the screen to match our needs. It saves time and makes our work more organized. The system is also secure, which is important for our team. > > **Cons**: It would be beneficial if Freshservice could send a notification when a ticket hasn’t been updated for a certain amount of time. Having a rule or reminder notification like this would help ensure nothing gets overlooked, so we don’t have to manually check constantly. It would also be helpful to receive a weekly email report showing the number of pending tickets. This would give us better visibility into outstanding work and help us stay on top of unresolved issues. > > verall, the experience has been good. We’ve also received feedback from our staff that creating tickets now takes less time compared to the previous system, which they greatly appreciate. ----- ### "From experience" — 4.0/5 > **Simranjit** | *October 16, 2025* | Health, Wellness & Fitness | Recommendation rating: 7.0/10 > > **Pros**: Ticketing system is easy to use and set up. Give option to have knowledge base and photos in it to refer > > **Cons**: most of features costs extra like on onboarding and offboarding, could have better customer support experience from them ----- Page: 1 / 33\ Next: [Next page](https://www.capterra.ca/software/132997/freshservice?page=2) ## Links - [View on Capterra](https://www.capterra.ca/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