Freshservice

IT service management with incident, asset and workflow tools.

About Freshservice

Freshservice brings service desk, IT asset management and operations workflows into a cloud service management platform. Teams can route incidents, manage changes and problems, maintain asset and configuration records, and automate requests through workflows and a self-service portal. Freddy AI tools can assist agents with ticket summaries and response drafting.

Key Features

Incident, problem and change management
Asset discovery, lifecycle tracking and CMDB
Service catalog and self-service portal
Workflow automation and ticket routing
Freddy AI Copilot for ticket summaries and response drafts

Buyer Guide

MSP Capabilities

MSP mode supports separate client portals and lets technicians manage client tickets from one solution, with agent responsibilities controlled through roles.

Pricing and Purchasing

Starter, Growth and Pro are $19, $49 and $99 per agent/month when billed annually; Enterprise is custom. Freshservice offers a 14-day trial. Freddy AI Copilot is a separate $29/agent/month add-on.

Onboarding and Support

Freshworks provides support, training and certification resources, plus demo and free-trial options. Plan tiers differ in included service-management and AI capabilities.