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Methodology
Freshservice
4.6
( 1,147 )
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At a Glance
Overview
Fastmail is a subscription-based hosted email service and productivity suite emphasizing privacy, open standards, and interoperability. It provides email hosting with custom domains, integrated calendar, contacts, file storage, aliases and catch-alls, robust search, rules, offline access, officia... Learn more
Capabilities
- AI Enabled
- API Available
- Open Source
- CLI Available
No images available
Freshservice is a cloud-based IT Service Management (ITSM) and enterprise service management (ESM) platform that supports ITIL-aligned best practices. It combines ticketing, incident/problem/change/release management, service catalog and request fulfillment, self-service portal and knowledge base... Learn more
Capabilities
- AI Enabled
- API Available
- Open Source
- CLI Available
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Pricing
Free trial available
Free plan available
Billing type
Recurring Subscription
Basic
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Standard
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Professional
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Individual
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Duo
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Family
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Free trial available
Free plan available
Billing type
Recurring Subscription
Starter
$29.00
/ month
Growth
$59.00
/ month
Pro
$109.00
/ month
Enterprise
Contact Us
Pros and Cons
- Strong privacy policy: no ads, no data mining; masked email.
- Open protocols and good interoperability (JMAP, IMAP, CalDAV, CardDAV).
- Comprehensive feature set across tiers: search, rules, scheduled send, snooze.
- Official apps across platforms with offline support.
- Flexible plans (mix & match users, family/duo/individual options).
- Pricing is higher than many competitors.
- No evidence of full zero-knowledge end-to-end encryption across all data.
- Some reviews note lack of live chat support.
- Higher-end features (retention, large storage) reserved for top Professional plan.
- Comprehensive ITIL process coverage (Incident, Problem, Change, Release, CMDB) in one platform
- Strong workflow automation / orchestration features with predictable transaction-based pricing
- AI-powered virtual agent (Freddy) and copilot with multilingual support and human escalation paths
- Flexible licensing with Day Passes for occasional agents and differentiation between business/regular agents
- Large ecosystem of integrations and apps via Freshworks Marketplace
- No on-premises deployment option (cloud-only)
- Many advanced modules require Pro or Enterprise tiers, increasing overall cost for full feature sets
- Some features (e.g., certain change risk assessments/surveys) noted as planned/future releases
- Limited visibility into monthly-billed prices and monthly billing can be significantly higher
- Some UI customization flexibility is limited (e.g., sidebar order)
Reviewer's Segments
Small Business
76.47%
Mid Market
23.53%
Enterprise
0.0%
Small Business
18.31%
Mid Market
61.9%
Enterprise
19.79%
Deployment
- Cloud based
- Desktop based
- Mobile based
- On-premise
- Cloud based
- Desktop based
- Mobile based
- On-premise
Support
- 24/7 (Live rep)
- Chat
- Email/Help Desk
- FAQs/Forum
- Knowledge Base
- Phone Support
- 24/7 (Live rep)
- Chat
- Email/Help Desk
- FAQs/Forum
- Knowledge Base
- Phone Support
Training
- Documentation
- Videos
- Documentation
- Videos
Integrations
Total integrations:
1
- Box
- DocuSign
- Dropbox
- Eset Endpoint Antivirus
- FreshBooks
- Freshdesk
- Freshdesk Contact Center
- Freshteam
- Google Workspace
- Helpdesk
- Microsoft 365
- ServiceNow
- Slack
- Smartsheet
Total integrations:
14
- Box
- DocuSign
- Dropbox
- Eset Endpoint Antivirus
- FreshBooks
- Freshdesk
- Freshdesk Contact Center
- Freshteam
- Google Workspace
- Helpdesk
- Microsoft 365
- ServiceNow
- Slack
- Smartsheet
Top Alternatives
Categories
No common categories found.
Company Details
- By Fastmail Pty. Ltd.
- Located in Melbourne, Victoria, Australia
- Founded in 1999
- By Freshworks Inc.
- Located in San Mateo, California, United States
- Founded in 2010
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