Freshservice
AI-powered ITSM platform for modern IT teams
Founded
2014
Starting Price
$19
Category
Help Desk & Ticketing
Last updated May 17, 2026
About Freshservice
Freshservice is an AI-powered IT service management (ITSM) platform from Freshworks that unifies service, asset, and operations management. It helps IT and business teams deliver faster, smarter employee support with automation, intelligent ticketing, and built-in Freddy AI capabilities across HR, finance, and facilities workflows.
Pros & Cons
Pros
- Fast to deploy and easy to configure compared to legacy ITSM suites
- Strong AI automation through Freddy AI Agent and Copilot
- Unified ITSM, ITAM, and ITOM in a single platform
- Clean, modern UI well-liked by both agents and end users
- Extensive integrations including Slack, Teams, Jira, and Azure AD
Key Features
AI-Powered Service Desk
Freddy AI Agent and Copilot resolve routine tickets, suggest replies, and surface insights for agents.
Incident & Problem Management
ITIL-aligned workflows for tracking incidents, identifying root causes, and preventing recurrence.
IT Asset Management (ITAM)
Real-time discovery and lifecycle tracking of hardware, software, SaaS, and cloud assets.
Change & Release Management
Structured change approvals, CAB workflows, and release planning to reduce deployment risk.
Service Catalog & Self-Service Portal
Branded employee portal with a curated catalog of IT and business service requests.
Workflow Automator
No-code visual builder for automating ticket routing, approvals, and cross-team handoffs.
IT Operations Management
Alert correlation, on-call scheduling, and intelligent incident response for ITOps teams.
Pricing
Starter
$19/agent/month
- Incident management
- Knowledge base
- Email, phone, chat, and portal support
- ServiceBot
- CSAT surveys
Best For
IT Service Desk
Centralize ticketing across email, chat, portal, and Teams with automated routing and SLAs.
IT Asset Management
Discover and track hardware, software, and SaaS assets with full lifecycle and contract visibility.
Enterprise Service Management
Run HR, facilities, and finance service desks on the same platform as IT for unified employee experience.
Change & Release Management
Plan, approve, and audit infrastructure and application changes with structured CAB workflows.
