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Freshservice

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What Freshservice is

Freshservice is an AI-powered IT management service for employee service and IT operations. Its service desk supports incident, change, and problem management, along with service catalogs, knowledge management, and SLA policies. IT asset management covers lifecycle management, discovery across on-premises, cloud, and hybrid environments, and a continuously updated CMDB. IT 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. Freshworks Marketplace lists more than 1,000 integrations, including Microsoft Teams, Slack, TeamViewer, Jira, and Azure AD. Freshservice is available on the web, iOS, and Android, with RESTful API access. Freshworks says data is encrypted at rest with AES 256-bit encryption and in transit with HTTPS and TLS 1.2. Annual billing starts at $19/mo, and a 14-day free trial is offered without a credit card.

Who it suits

Freshservice suits IT teams managing service requests, assets, and operations. It also describes service management for enterprise departments such as HR and Legal.

What it does well

  • Incident, change, and problem management
  • Asset discovery across on-premises, cloud, and hybrid environments
  • More than 1,000 listed integrations
  • 14-day trial requires no credit card

What to know first

  • No free plan
  • Annual billing starts at $19/mo
  • API rate limits vary by plan

Plans

PlanBilled and limitsPrice
Starterannually · Incident management · Knowledge management · Task management · Support portal$19 a month
Growthannually · Starter features · Service catalog · SLA management · On-call management · Cloud management$49 a month
Proannually · Growth features · Problem management · Change management · Major incident management · Workload management · Release management · Employee journeys$99 a month
EnterprisePro features · Sandbox · Audit logs · Freddy AI Agent Classic · Freddy AI InsightsOn request

As freshworks.com lists them, read 21 Oct 2026. The maker's own page has the final word.

Verdict

Freshservice combines service desk, asset, operations, and AI features in one IT management offering. Review the plan-specific API limits and annual pricing when assessing fit.

Facts from Freshservice's own pages

AI
Freddy AI includes an agent studio, a copilot for drafting responses and summarizing tickets, and insights for identifying trends. · freshworks.com, 29 Sept 2026
API
Freshservice exposes REST API operations for reading, adding, modifying and deleting service-desk data; pricing lists plan limits of 100, 200, 400 or 500 calls per minute. · freshworks.com, 21 Oct 2026
Asset management
Asset lifecycle, hardware, software and SaaS management track inventory, usage, compliance and retirement. · freshworks.com, 21 Oct 2026
Change management
Change management assesses service impact and risks using contextual data before rollout. · freshworks.com, 21 Oct 2026
Cloud delivery
Freshservice is delivered as a cloud service accessed through a browser or mobile application. · support.freshservice.com, 21 Oct 2026
Company founded
Freshworks lists 2010 as its founding year. · linkedin.com, 21 Oct 2026
Company headquarters
Freshworks lists its headquarters in San Mateo, California. · linkedin.com, 21 Oct 2026
Company size
LinkedIn lists Freshworks in the 1,001–5,000 employee range. · linkedin.com, 21 Oct 2026
Compliance
The pricing comparison lists GDPR and SOC 2 among the security features included across the four plans. · freshworks.com, 29 Sept 2026
Configuration database
Its CMDB continuously updates asset, application and service relationships through discovery and mapping. · freshworks.com, 21 Oct 2026
Developer SDK
Freshservice provides SDK documentation, API documentation and partner tooling for building apps and integrations. · developer.freshservice.com, 21 Oct 2026
Documentation
The support knowledge base includes solution articles for configuring modules such as Knowledge Base, and the developer site provides an A-to-Z app-development guide. · support.freshservice.com, 21 Oct 2026
Free plan
No · freshworks.com, 23 Sept 2026
Incident management
The product can auto-route incidents, provide AI assistance and generate incident reports. · freshworks.com, 21 Oct 2026
Integrations
Freshworks says its marketplace has thousands of apps and its broader ecosystem exceeds 1,200 enterprise apps. · freshworks.com, 21 Oct 2026
IT asset management
The product describes asset lifecycle management, discovery across on-premises, cloud, and hybrid environments, and a continuously updated CMDB. · freshworks.com, 29 Sept 2026
IT operations
ITOM includes alert consolidation, on-call management, major-incident response and service-health monitoring. · freshworks.com, 21 Oct 2026
IT service management
Its service desk supports incident, change, and problem management, service catalogs, knowledge management, and SLA policies. · freshworks.com, 29 Sept 2026
Knowledge management
The platform provides a centralized knowledge base with AI assistance and usage insights. · freshworks.com, 21 Oct 2026
Licence
Freshservice is proprietary commercial software; its Android app separately discloses third-party open-source components and their licences. · en.wikipedia.org, 21 Oct 2026
Limit: outages
An independent outage monitor recorded 13 incidents in the prior 90 days, including list-view degradation, workflow errors and service-request failures. · isdown.app, 21 Oct 2026
Limit: pricing and tiering
Reviewers complain that costs rise with agent counts and that advanced automation, asset management and AI require higher-priced tiers. · capterra.com, 21 Oct 2026
Limit: reporting and customization
Reviewers repeatedly report that analytics, dashboards, custom reports, branding and service-catalog customization are less flexible than desired. · trustradius.com, 21 Oct 2026
Limit: support and billing
Trustpilot reviewers describe slow or ineffective support and disputes involving renewals, license reductions, charges and account suspension. · trustpilot.com, 21 Oct 2026

Where Freshservice stands on Freedom251

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