Freshservice
Freshservice is an AI-powered IT management solution designed to simplify employee experiences.
What Freshservice is
Freshservice is an AI-powered IT management solution designed to simplify employee experiences. Its service desk supports incident, change, and problem management, as well as service catalogs, knowledge management, and SLA policies. Freddy AI includes an agent studio, a copilot for drafting responses and summarizing tickets, and insights to identify trends. Asset management covers lifecycle management, discovery across on-premises, cloud, and hybrid environments, and a continuously updated CMDB. IT operations features include alert and on-call management, major incident management, service health monitoring, and a status page. Freshworks Marketplace offers more than 1,000 ready-to-install integrations, with Microsoft Teams, Slack, TeamViewer, Jira, and Azure AD among those highlighted. Web access, iOS and Android apps, and RESTful API access are listed; API rate limits vary by plan from 100 to 500 calls per minute. Freshworks states that data is encrypted at rest with AES 256-bit encryption and in transit with HTTPS and TLS 1.2.
Good
- Service desk covers incidents, changes, and problems
- Freddy AI drafts responses and summarizes tickets
- Asset discovery spans on-premises, cloud, and hybrid environments
- 14-day trial requires no credit card
Watch out
- No free plan
- Annual billing is required for the $19/mo Starter price
- API rate limits vary by plan
Who it suits
Freshservice suits IT teams managing employee support, assets, and IT operations. It also describes service management for enterprise departments such as HR and Legal.
Verdict
Freshservice combines service-desk, asset, and IT operations functions with AI tools and mobile apps. Its listed starting price is $19/mo with annual billing, and it has a 14-day trial but no free plan.
Plans and prices
From Freshservice's own pricing page, checked 21 Oct 2026.
| Plan | Price | What it gives you |
|---|---|---|
| Starter | $19 a month | Incident management · Knowledge management · Task management · Support portal · annually |
| Growth | $49 a month | Starter features · Service catalog · SLA management · On-call management · Cloud management · annually |
| Pro | $99 a month | Growth features · Problem management · Change management · Major incident management · Workload management · Release management · Employee journeys · annually |
| Enterprise | Priced on request | Pro features · Sandbox · Audit logs · Freddy AI Agent Classic · Freddy AI Insights |
The facts
Each one read from Freshservice's own pages, with the date it was checked.
What it does
- AI
- Freddy AI includes an agent studio, a copilot for drafting responses and summarizing tickets, and insights for identifying trends.checked 29 Sep 2026
- API
- Freshservice exposes REST API operations for reading, adding, modifying and deleting service-desk data; pricing lists plan limits of 100, 200, 400 or 500 calls per minute.checked 21 Oct 2026
- Asset management
- Asset lifecycle, hardware, software and SaaS management track inventory, usage, compliance and retirement.checked 21 Oct 2026
- Change management
- Change management assesses service impact and risks using contextual data before rollout.checked 21 Oct 2026
- Cloud delivery
- Freshservice is delivered as a cloud service accessed through a browser or mobile application.checked 21 Oct 2026
- Compliance
- The pricing comparison lists GDPR and SOC 2 among the security features included across the four plans.checked 29 Sep 2026
- Configuration database
- Its CMDB continuously updates asset, application and service relationships through discovery and mapping.checked 21 Oct 2026
- Developer SDK
- Freshservice provides SDK documentation, API documentation and partner tooling for building apps and integrations.checked 21 Oct 2026
- Documentation
- The support knowledge base includes solution articles for configuring modules such as Knowledge Base, and the developer site provides an A-to-Z app-development guide.checked 21 Oct 2026
- Incident management
- The product can auto-route incidents, provide AI assistance and generate incident reports.checked 21 Oct 2026
- Integrations
- Freshworks says its marketplace has thousands of apps and its broader ecosystem exceeds 1,200 enterprise apps.checked 21 Oct 2026
- IT asset management
- The product describes asset lifecycle management, discovery across on-premises, cloud, and hybrid environments, and a continuously updated CMDB.checked 29 Sep 2026
- IT operations
- ITOM includes alert consolidation, on-call management, major-incident response and service-health monitoring.checked 21 Oct 2026
- IT service management
- Its service desk supports incident, change, and problem management, service catalogs, knowledge management, and SLA policies.checked 29 Sep 2026
- Knowledge management
- The platform provides a centralized knowledge base with AI assistance and usage insights.checked 21 Oct 2026
- Licence
- Freshservice is proprietary commercial software; its Android app separately discloses third-party open-source components and their licences.checked 21 Oct 2026
- Limit: outages
- An independent outage monitor recorded 13 incidents in the prior 90 days, including list-view degradation, workflow errors and service-request failures.checked 21 Oct 2026
- Limit: pricing and tiering
- Reviewers complain that costs rise with agent counts and that advanced automation, asset management and AI require higher-priced tiers.checked 21 Oct 2026
- Limit: reporting and customization
- Reviewers repeatedly report that analytics, dashboards, custom reports, branding and service-catalog customization are less flexible than desired.checked 21 Oct 2026
The company
- Company founded
- Freshworks lists 2010 as its founding year.checked 21 Oct 2026
- Company headquarters
- Freshworks lists its headquarters in San Mateo, California.checked 21 Oct 2026
- Company size
- LinkedIn lists Freshworks in the 1,001–5,000 employee range.checked 21 Oct 2026
Money
- Free plan
- Nochecked 23 Sep 2026
- Limit: support and billing
- Trustpilot reviewers describe slow or ineffective support and disputes involving renewals, license reductions, charges and account suspension.checked 21 Oct 2026
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