FreshService

Name: FreshService
Brand: FreshService
Price: 19 USD
Rating: 4.5 (1917 reviews)

Claim this tool Editor reviewed

AI-powered ITSM platform for simple, scalable IT service and business team collaboration.

Help Desk Customer Support AI Assistants Incident Management

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4.5(1,917 across the web)

FreemiumVisit Website

Reviews onG2CapterraSourceForge

1917 reviews tracked·2 press mentions

The 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?

Editorial review

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

LCLouis CorneloupUpdated May 26, 2026 · how we evaluateSourcefreshservice.com ↗

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)

FreshService holds an aggregate rating of 4.5 out of 5 from 1,917 reviews across G2, Capterra and SourceForge, last checked March 18, 2026.

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 Trial

Pricing checked Aug 26, 2026

Starter

$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

Calculate your cost View full pricing

Is FreshService worth the price?

80/100

FreshService's pricing, starting at $19/month for Starter and scaling to $119/month for Enterprise, is competitive for an AI-powered ITSM platform.

The Growth tier at $49/month offers good value with essential ITSM features. This pricing model is best for small to large businesses seeking a scalable, feature-rich ITSM solution.

Hidden Costs & Gotchas

Monthly billing is at higher rates

Per-agent pricing scales quickly

AI features only in Pro tier and above

Enterprise features are significantly more expensive

How FreshService Compares to Competitors

Compared to Jira Service Management, FreshService's Growth tier at $49/month offers a more comprehensive feature set than Jira's Standard tier ($20/agent/month) which lacks advanced ITSM. ServiceNow, while more robust, typically starts at a much higher price point, making FreshService a more accessible alternative for many organizations.

Reviews

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4.5/5

Across 1,917 verified user reviews on G2, Capterra, SourceForge

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Best FreshService Alternatives

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FreshService FAQ

How does Freshservice leverage AI to improve IT service delivery?

Freshservice integrates its built-in Freddy AI to provide smart assistance across the platform. This AI helps employees with instant support, assists IT agents with ticket resolution, and offers IT leaders actionable insights to proactively address issues and trends.

Which teams benefit most from using Freshservice?

Freshservice is designed for IT teams, business teams, and departments like HR and Finance that need to streamline service delivery. It caters to employees seeking support, IT agents managing tickets, and IT leaders requiring operational insights.

How is Freshservice priced?

Freshservice offers a free tier for basic usage, allowing users to get started without initial cost. For more extensive features and higher usage, paid plans are available, which scale with organizational needs.

Can Freshservice help manage IT assets and operations?

Yes, Freshservice includes robust IT Asset Management (ITAM) and IT Operations Management (ITOM) functionalities. These features enable organizations to track assets, manage infrastructure, and streamline IT operations effectively within a single platform.

What kind of trade-offs should be considered when implementing Freshservice?

Organizations should consider that Freshservice's per-agent pricing can increase costs for larger teams. Additionally, some advanced features and deeper customization options are only available in higher-tier plans.

How does Freshservice compare to Zendesk for IT service management?

Freshservice is recognized for its strong ITIL alignment out of the box and intuitive interface, making it easy to learn and implement. It also offers good value compared to traditional enterprise tools like ServiceNow, which can be a differentiator from competitors like Zendesk.

Source: freshservice.com

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