Freshservice
Customer self-service software
Enterprise IT management software
Incident management software
IT alerting software
IT service management tools
Service desk software
Email ticketing software
IT call logging software
IT incident management software
IT operations software
Service lifecycle management software
Service planning software
System information software
System management software
- Features
- Ease of use
- Ease of management
- Quality of support
- Affordability
- Market presence
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$19 per agent per month
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What is Freshservice
Freshservice is a cloud-based IT service management (ITSM) and service desk platform used to manage incidents, service requests, problems, changes, and assets. It targets IT operations and support teams that need ticketing, self-service, workflow automation, and reporting in a single system. The product includes a service catalog, knowledge base, SLA management, and integrations with common business and IT tools. It also provides asset discovery and CMDB capabilities to support IT operations and service delivery processes.
Broad ITSM process coverage
Freshservice supports core ITIL-aligned workflows such as incident, service request, problem, change, and release management. It includes a service catalog and approval workflows to standardize common requests. This breadth makes it suitable for organizations that want one platform for multiple IT service processes rather than a standalone ticket inbox.
Integrated self-service and knowledge
The platform provides an end-user portal with a knowledge base and service catalog to deflect repetitive tickets. It supports categorization and article publishing workflows that help teams maintain internal support content. This is useful for IT teams that want to reduce email-driven support and provide a consistent request experience.
Asset and CMDB capabilities
Freshservice includes asset management features such as inventory tracking and discovery options, plus a CMDB for relating assets to services and incidents. This enables support teams to link tickets to devices, users, and configuration items for faster troubleshooting. It also helps with lifecycle tracking for hardware and software assets within the same tool used for service delivery.
Advanced customization can be constrained
Organizations with highly specialized workflows may find limits in how far forms, workflows, and data models can be tailored compared with more developer-centric platforms. Some complex scenarios require workarounds using automation rules or integrations. This can increase administrative effort when processes diverge significantly from standard ITSM patterns.
Alerting depth depends on integrations
While Freshservice can support incident workflows and notifications, deeper on-call scheduling and alert routing typically relies on integration with monitoring and alerting systems. Teams expecting a full, dedicated alerting stack may need additional tools to cover escalation policies and advanced event correlation. This can add integration and operational overhead.
Cost and complexity at scale
As teams add agents, modules (for example, advanced asset/CMDB needs), and integrations, licensing and administration can become more complex. Larger enterprises may need more governance around roles, catalogs, and change controls to keep the system consistent. This can lengthen implementation timelines compared with simpler ticketing-only setups.
Plan & Pricing
| Plan | Price | Key features & notes |
|---|---|---|
| Starter | $19/agent/month (billed annually) | "For small teams starting their first service desk"; includes core ITSM channels (email/phone/chat/widget). Try it Free (14-day trial available). Source: Freshservice pricing page. |
| Growth | $49/agent/month (billed annually) | "For IT teams building foundational practices"; includes more ITSM capabilities and automations. Try it Free (14-day trial available). Source: Freshservice pricing page. |
| Pro | $99/agent/month (billed annually) | "For advancing teams breaking silos"; includes advanced ITSM features. Try it Free (14-day trial available). Source: Freshservice pricing page. |
| Enterprise | Custom (contact sales) | Freddy AI included; enterprise-grade features and custom quoting. Contact sales for pricing. |
Additional official add-ons / notes (from Freshservice support pages):
- Freddy Copilot (add-on): $29/agent/month (annual) or $35/agent/month (monthly). Source: Freshservice support (Freddy Copilot pricing).
- Day Pass (occasional agents for MSPs / Freshservice for MSPs): $7 per agent per day (USD, Core plan day pass); MSP plan pricing differs (e.g., Freshservice for MSPs Core ~ $59/agent/month monthly, $49/agent/month annually). Source: Freshservice for MSPs pricing page and agent types doc.
- Connector App Tasks add-on: $80 for 5k tasks (USD) per billing cycle. Source: Freshservice support (Connector Apps).
Seller details
Freshworks Inc.
San Mateo, CA, USA
2010
Public
https://www.freshworks.com/
https://x.com/FreshworksInc
https://www.linkedin.com/company/freshworks-inc/
