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Freshservice

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AI-powered ITSM platform for incident, asset and change management

Change and Configuration Management Software HR Service Delivery Software IT Service Management software Ticketing Management Software
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  • Deployment Cloud Based
  • Starting price $19/agent/month
  • Free trial Available
  • Best for Startups, SMEs, Agencies

What is Freshservice?

Freshservice is Freshworks' cloud-based IT service management platform, aligned with ITIL practices across incident, problem, change and asset management, service catalog, and workflow automation. It uses Freddy AI to handle ticket triage, summarization and agent recommendations, plus a 24/7 virtual agent available in Slack and Microsoft Teams. Configuration management (CMDB), a self-service portal and advanced reporting round out the platform for IT and broader enterprise service teams.

Freshservice is priced per agent per month, billed annually, across four tiers: Starter at $19, Growth at $49, Pro at $99, and a custom-quoted Enterprise tier that includes Freddy AI. There is no permanent free plan, but new users get a 14-day free trial with unrestricted access to evaluate the product before choosing a paid tier. Paying monthly instead of annually typically costs 15 to 20 percent more per seat.

Key Features of Freshservice

Freshservice lists 8 documented features, including Incident, problem and change management, IT asset management with automated discovery and lifecycle tracking and Service catalog and self-service portal. The list below covers what the product does rather than how it is marketed.

  • Incident, problem and change management
  • IT asset management with automated discovery and lifecycle tracking
  • Service catalog and self-service portal
  • Freddy AI for ticket triage, summarization and recommendations
  • 24/7 virtual agent in Slack and Microsoft Teams
  • Workflow Automator and Orchestration Center for cross-tool automation
  • Configuration management database (CMDB)
  • Advanced reporting and multi-location support

Freshservice Pricing

Freshservice lists 4 plans without published figures. Pricing is quoted on request.

Starter

$19/agent/month

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Billed annually; core ITSM including incident management, SLA management and knowledge base

Growth

$49/agent/month

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Billed annually; adds asset management, service catalog and approval workflows

Pro

$99/agent/month

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Billed annually; adds problem, change and release management plus advanced analytics

Enterprise

Custom

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Custom pricing; includes Freddy AI and enterprise-wide service management features

Freshservice Specifications

Freshservice is available on web app and has iOS and Android apps. It offers an API and has a free trial.

Deployment
  • Cloud Based
Billing cycle
Yearly
Desktop
  • Web App
Mobile
  • iOS
  • Android
Languages
  • English
Built for
  • Startups
  • SMEs
  • Agencies
  • Enterprises
Support
  • Email
  • Phone
  • Live Support
  • Training
  • Tickets
Integrations
Slack, Microsoft Teams, and a wide range of apps through the Freshworks Marketplace
Public API
Yes
Free trial
Yes
Free plan
No
Runs in browser
Yes
Customisable
Yes
Website
freshworks.com

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Freshservice FAQs

No, Freshservice does not have a permanent free plan, but it offers a 14-day free trial with unrestricted access to all features.

Annual billing runs $19/agent/month for Starter, $49 for Growth, $99 for Pro, and custom pricing for Enterprise.

Yes, but paying monthly instead of annually typically costs 15 to 20 percent more per seat.

Freddy AI is Freshservice's built-in AI assistant that handles ticket triage, summarization and recommendations for agents, and powers a 24/7 virtual agent.

Yes, asset management with automated discovery and lifecycle tracking is available starting from the Growth plan.