Freshservice
Freshworks' cloud ITSM suite — ITIL-aligned ticketing, asset management, and Freddy AI for IT teams.
About
Freshservice is Freshworks' cloud-based IT service management platform for internal IT and employee-service teams. It covers incident, problem, change, and release management on ITIL-aligned processes, with asset management and CMDB, a service catalog, SLA management, on-call management, a self-service employee portal, and 360-degree reporting dashboards. AI comes through Freddy: the Freddy AI Copilot ($29/agent/month add-on) and the AI Agent, plus automation via workflow automator and 1,000+ marketplace integrations (Slack, Teams, Azure DevOps, Workday, Salesforce). Pricing per the vendor's own pricing page: Starter $19, Growth $49, Pro $99 per agent/month billed annually, Enterprise custom; no free tier (14-day trial). G2 rates it 4.6/5. Freshworks also acquired the AI-native incident-management platform FireHydrant in early 2026, signaling deeper incident-response investment (reported by industry press). Teams considering it should note that full AI features require Enterprise or paid add-ons, and asset management licensing can add cost.
What it can do
- ITIL-aligned incident, problem, change, and release management
- Asset management with CMDB and software/license tracking
- Self-service portal with service catalog and knowledge base
- Workflow automator and SLA policies for every request type
- Freddy AI Copilot and AI Agent for ticket deflection and agent assistance
- 1,000+ integrations (Slack, Teams, Azure DevOps, GitHub, Workday, Salesforce)
- On-call management, major incident handling, and 360-degree analytics
Setup
- Start the 14-day free trial and configure your IT service portal.
- Import assets into the CMDB and set up the service catalog.
- Define incident, problem, change, and release workflows with SLAs.
- Connect identity providers (SSO) and integrations (Slack, Teams, MDM like Jamf).
- Enable Freddy AI Copilot/Agent and train it on your knowledge base.
Prerequisites
A paid per-agent plan after the trial; an IT team to staff the service desk.
Use cases
Works with
Trust score — 7/10
Scored 7/10 (METRICS tier, metrics-v1). Evidence: Freshworks' ITSM suite with public pricing verified on the vendor page (Starter $19 / Growth $49 / Pro $99), G2 4.6/5, TechRadar positive review, ongoing AI investment (FireHydrant acquisition, 2026). Strengths: strong price-to-feature ratio for mid-market ITSM, genuinely usable no-code admin, 1,000+ integrations. Docked for: (1) full AI features gated behind Enterprise or $29 add-ons; (2) some reviewers report constrained deep customization and Jamf sync quirks; (3) closed-source SaaS. License: proprietary SaaS, closed-source.
How the trust score is built
Full methodology →- Adoption · stars/downloads, log-scaled vs peers
- 8.0/10
- Maintenance · recency, releases, issue load
- 8.0/10
- Openness · license + docs
- 4.0/10
- Manual review · sanity read + red-flag check
- 7.0/10
- · Freshworks ITSM suite; G2 4.6/5; TechRadar positive 2026 review
- · Starter $19 / Growth $49 / Pro $99 per agent/mo (annual); Freddy Copilot $29 add-on
- · FireHydrant acquisition (2026) deepens incident response
Sources
Every fact above was checked against these sources. Where a claim comes from the provider and couldn't be independently verified, the text says so.