Freshservice: AI-Powered IT Service Management
Freshservice helps IT teams manage service delivery and assets. It is designed for organizations looking to consolidate tools into a single platform for IT and business team support.
At a glance
- Category
- Operations
- Best for
- Small IT teams, Enterprise IT organizations, Managed Service Providers (MSPs), Business teams requiring shared service desks
- Pricing
- Paid plans start at $19 per agent per month (billed annually), with Growth and Pro tiers available. Enterprise pricing is custom and includes Freddy AI.
- Key use cases
- Centralizing IT Support, Managing Ticket Volume, Managing IT Infrastructure, Cross-Departmental Service Management
- Integrations
- Microsoft Teams, Slack, Confluence, SharePoint, Google Drive
- Official website
- www.freshworks.com/freshservice/
Freshservice is an IT Service Management (ITSM) platform designed to centralize service, asset, and operations management. It provides tools for managing incidents, problems, and changes, and includes a service catalog for employee requests. The platform is designed to support IT teams ranging from small teams to large enterprises.
For teams focusing on automation, the software includes Freddy AI features, such as an AI agent for front-line assistance and a copilot to support agent productivity. These tools are designed to help deflect routine queries and support agents in resolving tickets.
Beyond core IT functions, the platform supports Enterprise Service Management (ESM), which allows other business departments like HR, Finance, and Facilities to use similar automated processes for their workflows.
Buyers should confirm which tier fits their needs, as advanced AI capabilities and certain enterprise-grade controls are available in the Enterprise plan.
Key Features
Tools to track, manage, and resolve IT incidents and identify the root causes of recurring problems.
Includes an auto-updating CMDB to track hardware, software, and cloud tools.
A conversational AI designed for front-line assistance to handle routine employee requests.
A centralized portal where employees can request services and equipment.
Supports the planning and execution of IT changes to help minimize service disruption.
Allows employees to request help via email, phone, chat, widgets, and integrations with Microsoft Teams and Slack.
Use Cases
Replacing disconnected legacy tools with one platform for service delivery and asset context.
Using AI-powered self-service to help handle routine L1 queries before they reach a human agent.
Tracking asset relationships and visibility to support decision-making and risk mitigation.
Extending IT service workflows to support HR, Finance, and Facilities teams.
Best For
Integrations
Pricing
Paid plans start at $19 per agent per month (billed annually), with Growth and Pro tiers available. Enterprise pricing is custom and includes Freddy AI.
FAQ
Freshservice offers a 14-day free trial providing unrestricted access to all features. After the trial, users can upgrade to a paid plan.
Plans include Starter ($19/agent/month), Growth ($49/agent/month), Pro ($99/agent/month), and a custom-priced Enterprise tier.
Yes, Freshservice supports 'occasional agents' who only need access on a need-to basis, which can be managed using Day Passes.
Source category: Operations
Source subcategory: Collaboration
