AI-powered ITSM platform for simple, scalable IT service and business team collaboration.
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1917 reviews tracked·2 press mentionsThe Bottom Line
Entry price
From $19/mo (free plan available)
Biggest pro
Intuitive interface - easy to learn
Biggest con
Per-agent pricing adds up with large teams
TL;DR - FreshService
- Cloud-based IT service management (ITSM) platform by Freshworks
- ITIL-ready with incident, problem, change, and asset management
- Starts at $19/agent/month with 21-day free trial
Pricing: Free plan available
Best for: Growing teams
4.5/5 across review platforms
What is FreshService?
Freshservice is an AI-powered IT Service Management (ITSM) platform designed to help IT and business teams deliver faster and better employee service. It offers a comprehensive suite of tools for service desk management, asset tracking, and infrastructure management, all integrated with built-in AI capabilities. The platform aims to simplify complex IT operations, making it easy to implement and manage without the typical complexity of traditional enterprise tools.
Freshservice caters to a wide range of users, from employees seeking instant support to IT agents needing assistance with ticket resolution, and IT leaders requiring actionable insights. Its Freddy AI provides smart assistance tailored to each role, enhancing productivity, deflecting tickets through self-service, and surfacing trends before issues escalate. The platform also includes IT Asset Management (ITAM), IT Operations Management (ITOM), and Enterprise Service Management (ESM) functionalities, allowing for streamlined service delivery across various departments like HR and Finance. It emphasizes enterprise-grade impact through cost reduction, increased speed, and improved employee experience.
Available on: Web
Pros & Cons
Pros
- Intuitive interface - easy to learn
- Strong ITIL alignment out of the box
- Excellent mobile apps
- Good value compared to ServiceNow
- AI-powered virtual agent (Freddy)
Cons
- Per-agent pricing adds up with large teams
- Some advanced features only in higher tiers
- Reporting could be more powerful
- Limited customization in lower tiers
Ratings Across the Web
4.5(1,917 reviews)
Ratings aggregated from independent review platforms. Learn more
Key Features
Incident management with SLA trackingSelf-service portal for employeesAsset management and discoveryChange and release managementProblem management with root cause analysisKnowledge base for IT documentationWorkflow automationIntegration with 1000+ apps
Pricing Plans
Free TrialStarter
$19/month
Per agent, billed annually
- Incident management
- Knowledge base
- Self-service portal
- Workflow automator
Growth
$49/month
Per agent, billed annually
- All Starter features
- Asset management
- Change management
- Problem management
- SLA management
Pro
$95/month
Per agent, billed annually
- All Growth features
- Release management
- Project management
- Contract management
- Freddy AI
Enterprise
$119/month
Per agent, billed annually
- All Pro features
- Sandbox
- Audit logs
- Custom roles
- IP whitelisting
Reviews
4.5/5
Across 1,917 verified user reviews on G2, Capterra, SourceForge
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FreshService FAQ
How does Freshservice leverage AI to improve IT service delivery for employees?
Freshservice utilizes Freddy AI to provide instant, accurate support to employees directly within platforms like Slack and MS Teams. This AI-powered self-service capability helps deflect tickets by 66%, offering immediate answers and reducing wait times without language barriers.
What specific benefits does Freddy AI offer to IT agents using Freshservice?
Freddy AI assists IT agents by automating routine tasks and handling busywork, allowing agents to focus on resolving more complex issues. This enhancement in productivity contributes to a 77% decrease in Average Resolution Time (ART) and helps prevent agent burnout.
Beyond IT Service Management, what other enterprise functions can Freshservice support?
Freshservice extends its capabilities to Enterprise Service Management, allowing for the transformation of service delivery across various teams. This includes automating processes for departments such as HR, Facilities, and Finance, streamlining operations beyond traditional IT.
How does Freshservice ensure comprehensive visibility and management of IT assets?
Freshservice offers IT Asset Management that automates real-time tracking of hardware, software, and cloud tools. It maintains an auto-updating Configuration Management Database (CMDB) to provide complete visibility and facilitate seamless IT management, especially when integrated with solutions like Device42.
What is the reported return on investment (ROI) for businesses implementing Freshservice?
Businesses using Freshservice have reported a 356% ROI in under six months. This is achieved by boosting productivity, eliminating the need for legacy tools, and significantly improving overall IT efficiency.
Source: freshservice.com