Freshservice

Freshservice is an AI-powered IT management solution for employee service, IT service management, and IT operations. Its service desk handles incidents, changes, and problems, with service catalogs, knowledge management, and SLA policies. Asset tools cover lifecycle management, discovery across on-premises, cloud, and hybrid environments, and a continuously updated CMDB. Operations features include alert and on-call management, major incident management, service health monitoring, and a status page. Freddy AI includes an agent studio, a copilot for drafting responses and summarizing tickets, and insights for identifying trends. The Freshworks Marketplace lists more than 1,000 integrations, including Microsoft Teams, Slack, TeamViewer, Jira, and Azure AD. Freshservice has web access, iOS and Android apps, and RESTful API access; API rate limits vary by plan from 100 to 500 calls per minute. Data encryption at rest and in transit is listed, as are GDPR and SOC 2. Annual billing starts at $19 a month with Starter. A 14-day free trial is available without a credit card.

Freshservice brings service desk, asset management, and IT operations functions into one service, with AI tools and mobile apps. Its annual entry price is $19 a month, and the trial lasts 14 days.

Freshservice is aimed at IT teams managing employee support, assets, and operations. It also describes service management for enterprise departments such as HR and Legal.

Overview

Freshservice is an IT service management platform for teams that need employee support, asset tracking, and IT operations in the same system. It suits growing IT departments and organizations extending service management to teams such as HR and Legal. Its breadth is a strength, though the more complete service workflows are reserved for higher-priced plans.

Key features

Service desk and employee support

The service desk covers incident, change, and problem management, service catalogs, knowledge management, and SLA policies. Support portals, approval workflows, and employee-facing service management help connect requests to internal processes. The plan split matters: Starter includes knowledge and task management, a support portal, and omnichannel support; service catalogs and SLA management arrive with Growth, while problem and change management are Pro features. Teams that need those workflows should factor the higher tiers into their choice.

AI, assets, and operations

Freddy AI includes an agent studio, a copilot that drafts responses and summarizes tickets, and insights for identifying trends. Asset management spans lifecycle work and discovery across on-premises, cloud, and hybrid environments, backed by a continuously updated CMDB. IT operations features include alert and on-call management, major incident management, service health monitoring, and a status page. Together, these capabilities make Freshservice a broader operational platform than a basic request queue.

Integrations and security

Freshworks’ Marketplace offers more than 1,000 ready-to-install integrations, including Microsoft Teams, Slack, TeamViewer, Jira, and Azure AD. Data is encrypted at rest with AES 256-bit encryption and in transit using HTTPS and TLS 1.2. GDPR and SOC 2 appear across the four plan tiers. RESTful API access is included, with rate limits ranging from 100 to 500 calls per minute depending on plan; teams with high-volume integrations should account for that tier-based ceiling.

Pricing

Freshservice is paid software with no free plan. Its 14-day free trial requires no credit card, giving teams a short window to assess whether the service desk and operational scope fit their needs.

Starter’s lower price comes with a narrower workflow set: service catalog and SLA management require Growth, and problem, change, and major incident management require Pro. Annual billing applies to the three published prices. The plans also vary in API rate limits, from 100 to 500 calls per minute, so integration needs may affect which tier is practical.

Platforms

Freshservice is available on web, iOS, and Android, and provides API access. Mobile apps give employees and IT teams a way to use the service beyond a desktop browser; API rate limits vary by plan.

Who it's for

Freshservice is a strong fit for IT teams that want service desk work tied to asset discovery, a CMDB, and operational monitoring. Its support for service management in HR and Legal also makes it relevant to organizations building shared employee services. Teams that need only a basic help desk, or need catalog, SLA, problem, and change workflows at the lowest tier, should compare the cost of moving up before committing.

Pros and cons

• Broad operational scope: service desk, asset lifecycle and discovery, CMDB, alert management, and service health features sit within one product.
• Useful AI toolkit: Freddy AI supports response drafting, ticket summaries, agent building, and trend insights.
• Large integration catalog: more than 1,000 ready-to-install integrations include common collaboration and IT tools.
• Important workflows are tiered: catalog and SLA management start at Growth, while problem and change management start at Pro.
• No free plan: teams can try the product for 14 days, then need a paid plan.
• API ceilings vary: the plan-dependent limit of 100 to 500 calls per minute may constrain high-volume integrations.

Alternatives

For a different approach to AI-focused employee service, consider Moveworks, which uses custom pricing and offers scalable packages tailored to business requirements.

Zendesk Employee Service is another paid option with a free trial; its Suite Team plan is $29, while Suite Enterprise includes a sandbox, custom agent roles, customizable reporting, audit logs, and department spaces.

For change-management needs, Giva ChangeManager offers a Professional plan at $76 a year, billed annually, for up to 10 agents and 1,500 end users or customers, with three service desks and three email inboxes.

HaloITSM charges £66 a month per agent, billed annually, with one price for all features and named or concurrent licences. SolarWinds Service Desk starts at $39 a month per technician, billed annually, with unlimited users; its Advanced plan is $99 a month on annual billing.

TOPdesk offers an Essential plan at £51 per agent per month, with unlimited assets, tickets, and end users, plus 100GB of storage and a 2GB file upload limit.

Teams seeking a free entry point may prefer ManageEngine ServiceDesk Plus, which has a free plan and paid Standard and Professional plans at $13 and $27 a month, respectively. SysAid is another paid option, with a Professional plan at $89 a month that includes 250 managed assets.

Readers comparing products by category can also browse AI IT Service Desk Software, IT Service Catalog Software, IT Vendor Management Software, CMDB Software, Enterprise Service Management Software, and IT Release Management Software.

Verdict

Choose Freshservice if your IT team wants employee service management connected to assets, configuration data, and IT operations, with AI tools and a substantial integration catalog. Its clearest advantage is that range in a single platform. Look elsewhere if you need a free plan or require the full service-management workflow at a lower tier; the key catalog, SLA, problem, and change capabilities raise the price as needs grow.