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FreeITSM
What it is
FreeITSM is an open-source IT service management platform with 23 integrated modules for running a service desk. Its Tickets module handles email through Microsoft 365 and Google Workspace mailboxes, with assignment, prioritisation, replies, attachments, and audit trails. The Assets module tracks physical and virtual assets and can discover VMware virtual machines through vCenter. Other listed tools include risk assessment, approval workflows, change calendars, and change audit trails. Optional AI features can provide knowledge answers, clean up ticket replies, assist with forms, author workflows, and detect problems. They require a customer-provided key for Anthropic, OpenAI, or OpenRouter; provider usage may cost extra, and the user pays those charges. FreeITSM can run with Docker on Linux or Windows, or be hosted through IIS with PHP or WAMP and MySQL 8.0+ or MariaDB 10.5+. It is free forever with no premium tiers. The maker describes it as a solo project without formal support and directs users to GitHub for bug reports and ideas.
For and against
For
- 23 integrated IT service management modules
- Ticketing integrates with Microsoft 365 and Google Workspace
- Tracks physical and virtual assets
- Free forever with no premium tiers
Against
- No formal support is offered
- Optional AI provider usage may cost extra
- Self-hosting requires compatible server software and a database
The verdict
FreeITSM offers service desk, asset, and change-management capabilities without a software charge. Teams should account for self-hosting work and the lack of formal support before relying on it.
Who it suits
FreeITSM is for IT professionals looking for an open-source service desk platform. It may suit teams able to host and maintain the software themselves.
Plans and prices
FreeITSM Free
all features included · no per-user fees · no premium tier · self-hosting required
Read 14 Oct 2026 · freeitsm.co.uk
FreeITSM
Free forever · no premium tiers · AI provider usage may cost extra
Read 30 Sep 2026 · freeitsm.co.uk
On the record
- AI data handling
- AI calls are opt-in; prompts go only to the configured provider, keys are AES-256-GCM encrypted in the local database, and FreeITSM says it has no prompt telemetry or cloud middleman.freeitsm.co.uk · read 14 Oct 2026
- AI features
- Opt-in AI features include knowledge answers, ticket reply cleanup, form assistance, workflow authoring, and problem detection, using a customer-provided key for Anthropic, OpenAI, or OpenRouter.freeitsm.co.uk · read 30 Sep 2026
- AI providers
- AI features support customer-supplied Anthropic, OpenAI or OpenRouter keys, with provider and model selected separately for each feature.freeitsm.co.uk · read 14 Oct 2026
- API
- An external API endpoint allows automated agents to submit software inventory data.freeitsm.co.uk · read 30 Sep 2026
- API documentation
- The built-in API workbench provides searchable endpoint documentation, live responses and code examples in seven languages.github-wiki-see.page · read 14 Oct 2026
- Asset management
- Assets tracks custody, locations, warranties and QR labels and can synchronize VMware vCenter, Proxmox, VMware Cloud Director and Intune data.github.com · read 14 Oct 2026
- Assets
- The Assets module tracks physical and virtual assets and can discover VMware virtual machines through vCenter.freeitsm.co.uk · read 30 Sep 2026
- Audience
- The maker describes it as a platform built by an IT professional for IT professionals to run a service desk.freeitsm.co.uk · read 30 Sep 2026
- Browser extension
- A Manifest V3 Chrome/Edge extension shows Watchtower counts, polls every 1–30 minutes and uses a bearer API key.github-wiki-see.page · read 14 Oct 2026
- Change management
- Change Management includes CAB voting, risk assessment, calendars, activity timelines and post-implementation review.github.com · read 14 Oct 2026
- CMDB
- The CMDB stores typed configuration items with relationships, impact analysis and AI summaries.github.com · read 14 Oct 2026
- Company facts
- The official pages describe an individual developer and do not state a legal company name, funding, employee count or founded year.freeitsm.co.uk · read 14 Oct 2026
- Costs
- FreeITSM itself is free, while AI services accessed through it may charge per token or request and are paid by the user.freeitsm.co.uk · read 30 Sep 2026
- Documentation depth
- The GitHub wiki covers installation, architecture, security, REST API usage, OpenAPI generation and module-specific endpoint guides.github.com · read 14 Oct 2026
- Hosting
- FreeITSM can be launched with Docker on Linux or Windows, or manually hosted on a web server using IIS with PHP or WAMP and MySQL 8.0+ or MariaDB 10.5+.freeitsm.co.uk · read 30 Sep 2026
- Independent community comment
- A Reddit commenter presenting the project said it may meet ITSM requirements and highlighted encryption, MFA, role-based permissions, audit logs and a pure PHP/JavaScript/MySQL stack.reddit.com · read 14 Oct 2026
- Independent listing status
- SourceForge lists FreeITSM as web-based, MIT-licensed, PHP/JavaScript software and showed zero downloads during the week captured.sourceforge.net · read 14 Oct 2026
- Integrated modules
- The home page lists 26 modules including tickets, assets, knowledge, changes, problems, calendar, reporting, software, forms, contracts, CMDB, workflows and projects.freeitsm.co.uk · read 14 Oct 2026
