Freshservice

Freshservice is the AI-powered IT service management (ITSM) platform from Freshworks, designed to deliver enterprise-grade ITSM without the complexity of legacy tools like ServiceNow. Founded as part of the Freshworks customer experience suite, Freshservice has grown into one of the leading ITSM platforms for mid-market and enterprise organizations, with particular strength among IT teams that find ServiceNow's implementation overhead and pricing prohibitive. Pricing is tiered transparently per agent: Starter at $19/agent/month (annual) covers small IT teams starting their first service desk — incident management, basic SLA management, knowledge base, and Freddy AI Copilot for agents. Growth at $49/agent/month adds problem management, change management, release management, custom dashboards, and automation. Pro at $99/agent/month adds advanced AI (Freddy AI Agent for autonomous ticket resolution), advanced analytics, project management, and CMDB. Enterprise tier is custom-quoted with audit logs, advanced security, and dedicated CSM. Freshservice for Business Teams (HR, Facilities, Finance) and Freshservice for MSPs are priced separately. Freshservice's differentiation versus ServiceNow and Jira Service Management is the implementation simplicity and pricing accessibility: Freshservice deploys in 4-12 weeks versus 6-18 months for ServiceNow, with Pro at $99/agent/month materially cheaper than ServiceNow's typical $100-$300/agent enterprise pricing. The platform supports the full ITSM lifecycle (incident, problem, change, release, asset management) plus expanded capabilities into HR service management, facilities management, and other employee service workflows. Freddy AI capabilities in Freshservice include AI ticket categorization and routing, AI-suggested KB articles for agents, autonomous resolution of common IT requests (password resets, software access requests), AI-powered virtual agents for employee self-service, and predictive analytics for incident trends. The platform integrates with 100+ tools including Slack, Microsoft Teams, Jira, GitHub, and major monitoring tools. Freshworks operates under SOC 2 Type II, ISO 27001, GDPR, and HIPAA compliance.