Freshservice for MSPs
IT service management tools
- Features
- Ease of use
- Ease of management
- Quality of support
- Affordability
- Market presence
Take the quiz to check if Freshservice for MSPs and its alternatives fit your requirements.
$49 per agent per month
Free Trial
Free version unavailable
Small
Medium
Large
- Accommodation and food services
- Arts, entertainment, and recreation
- Information technology and software
What is Freshservice for MSPs
Freshservice for MSPs is a cloud-based IT service management (ITSM) and service desk product packaged for managed service providers that support multiple customer organizations. It is used to manage incidents, service requests, problems, changes, assets, and knowledge with workflows, SLAs, and reporting. The MSP-oriented edition emphasizes multi-tenant operations (separating clients, users, and configurations) and standardized service delivery across customer environments. It is typically adopted by MSP service desk teams that need ITIL-aligned processes without running on-premises infrastructure.
MSP multi-tenant service delivery
The MSP-focused offering is designed to support multiple customer organizations from one environment while keeping client data logically separated. This helps MSPs standardize ticket handling, SLAs, and workflows across accounts. It also reduces the need to maintain separate service desk instances per customer, which can simplify administration for smaller operations.
Broad ITSM process coverage
Freshservice supports core ITSM workflows such as incident, service request, problem, and change management, along with knowledge management. This breadth can reduce reliance on separate tools for common service desk functions. For teams moving from basic ticketing, the built-in process structure can accelerate adoption of more formal service management practices.
Cloud deployment and integrations
As a SaaS product, Freshservice reduces infrastructure overhead compared with self-hosted service desk deployments. It provides APIs and a marketplace-style integration approach to connect with common business systems and IT tooling. This can help MSPs integrate ticket intake, notifications, and operational data flows without building everything from scratch.
MSP depth varies by need
Some MSPs require deeper PSA-style capabilities (for example, advanced billing, contract management, and time/expense workflows) than an ITSM-first product typically provides. Depending on the edition and configuration, MSPs may still need additional systems for end-to-end managed services operations. This can increase integration and process design effort.
Customization can add complexity
Implementing consistent workflows across many customers often requires careful configuration of catalogs, SLAs, automations, and permissions. As the number of clients and service offerings grows, maintaining standardized yet client-specific variations can become administratively heavy. Organizations may need dedicated platform ownership to keep configurations governed and auditable.
Reporting may require tuning
Out-of-the-box dashboards and reports may not match every MSP’s contractual SLA and customer reporting formats. Teams often need to invest time in building custom reports, aligning data fields, and ensuring consistent categorization across tenants. This is especially relevant when customers expect tailored operational and executive reporting.
Plan & Pricing
| Plan | Price | Key features & notes |
|---|---|---|
| Core | $59 / agent / month (if billed monthly) or $49 / agent / month (billed annually) — prices shown in USD on official site; EUR/GBP/AUD/INR equivalents listed on vendor site. | Includes: Client Management, Knowledge Base, Workflow Automator, Curated Reports, Portal Customization, Business Hours, Incident Management, Self Service Portal, Access Controls, Custom SSL, Multiple SLA Management. Add-ons: Day Passes. No cancellation fees; annual billing accepts bank transfer/check in supported currencies. |
| Day Pass (addon for Occasional Agents) | $7 per agent (one-day pass, non-recurring) — USD; other currencies listed on vendor site. | One-day access for occasional agents. Freshservice for MSPs includes 3 free Day Passes at signup. Day Passes can be purchased in bulk, expire at midnight (agent timezone), and are consumed on days occasional agents log in. |
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/
