FreshService

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

Help Desk Incident Management AI for Customer Service

4.5(1,917 across the web)

What is FreshService?

FreshService is a help desk tool. 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. Key capabilities: Incident management with SLA tracking, Self-service portal for employees, Asset management and discovery, Change and release management, Problem management with root cause analysis. FreshService ships a free plan plus paid tiers that unlock as usage grows. Buyers most often compare FreshService against Zendesk, Freshdesk, Kayako.

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

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 Trial

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

View full pricing

About FreshService

LCLouis CorneloupUpdated May 2, 2026

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.

How we evaluate tools →Source: freshservice.com

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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

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