Freshservice

Freshservice is the AI-powered IT service management platform from Freshworks, built for mid-market and enterprise IT teams that want ITIL-aligned service management without a multi-quarter implementation program. It covers the full ITSM lifecycle across incident, problem, change, release and asset management, and extends into HR, facilities and MSP service delivery. Freshservice publishes a first-party MCP server, generally available from 10 September 2026 on the Growth, Pro and Enterprise plans. It exposes 45 tools across 16 resource types, including tickets, assets, users and agents, onboarding and offboarding, the service catalog, solution articles, workspaces and custom objects. Authentication is by API key or OAuth 2.0. Rate limits are 25, 50 and 100 actions per minute on Growth, Pro and Enterprise respectively. Each account includes 1,200, 6,000 or 12,000 actions a year by tier, and additional packs cost $15 per 1,000 actions. Setup guides cover eight clients: the Claude and Gemini connectors, ChatGPT, Claude Code, Claude Desktop, Cursor, Microsoft Copilot Studio and Visual Studio Code. Freshservice also acts as an MCP client, through installable marketplace apps for Slack, Gmail, Zoom, Box, Calendly, Linear, Notion, Atlassian, ClickUp, GitHub, Docusign and Gusto. Separate AI Actions apps let Freddy agents execute inside external systems, including 56 documented actions for Microsoft Entra ID and 32 for Okta. Pricing is per agent in USD, with both billing rates published. Starter is $19 per agent per month billed annually, or $29 billed monthly, and covers incident, knowledge and task management with a support portal. Growth is $49 annually or $59 monthly, adding a service catalog, SLA management, on-call and cloud management, and the ITAM Growth asset management package with 100 asset units. Pro is $99 annually or $119 monthly, adding problem, change, release, major incident and workload management, employee journeys and project templates. Enterprise is custom-quoted. There is no discount badge on the pricing page, and the real annual saving differs by tier. The entry price does not buy AI. Freddy AI Copilot is a paid add-on sold only on the Pro and Enterprise tiers, at $29 per agent per month billed annually, or $35 monthly. Freddy AI Agent (Classic), the autonomous resolution agent, is Enterprise-only, as are Sandbox, audit logs and Freddy AI Insights. Five further add-ons carry their own prices. E-signature packs are $90 for 30 credits, orchestration transaction packs $250 per 1,000 transactions, and additional project management licenses $15 per user per month. Connector app tasks are $80 per 5,000 after a one-time 500-task credit, and business agent licenses are $49 per agent per month. Enterprises that need extensive ITSM customization may also want to compare ServiceNow, whose certified app ecosystem and configuration depth come with a longer implementation. Teams evaluating autonomous ITSM AI can also assess Aisera and Moveworks, now part of ServiceNow, before committing to the Enterprise tier for Freddy AI Agent access. Compliance is published on the Freshworks trust portal, read against its Freshservice product view. Freshservice holds SOC 2 Type II, ISO 27001 and CCPA from the approved list. Off-list holdings include SOC 1 Type 2, SOC 3, ISO 27701, CSA STAR Level 1, Cyber Essentials and Cyber Essentials Plus, the three Data Privacy Framework listings, and TX-RAMP Level 2, which the portal scopes to Freshservice alone. HIPAA is not available on this product. Freshworks limits its Business Associate Agreement to Freshdesk, Freshchat, Freshcaller and Freshdesk Omnichannel, and states that processing ePHI in its other products is not covered. Generative Freddy features run on Azure OpenAI. Freshworks uses customer data for AI training by default and publishes an opt-out mechanism in its Supplemental Terms. Named customer outcomes include Aramex resolving IT service tickets 35% faster, and Asian Paints reporting 300 to 400% faster implementation with 33% more service registrations. American Oncology Network implemented Freshservice in under 30 days across 100 clinics with a 40-person IT team. Freshworks cites 77% faster resolution as a platform headline. Freshworks says Freshservice is trusted by more than 20,000 businesses worldwide. Current state Q3 2026: the first-party MCP server became generally available on 10 September 2026 on the Growth, Pro and Enterprise plans, and Early Access customers move to standard pricing and limits on 1 October 2026. Freshworks announced a FedRAMP designation for Freshservice at Class C Moderate on 6 August 2026, and the FedRAMP Marketplace lists Freshworks for Government at Initial Implementation with no certification achieved. Freddy AI Copilot remains a $29 per agent per month add-on. Freshworks was named a Leader in the 2026 Gartner Magic Quadrant for IT Service Management Platforms.