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, documented for the Freshservice Enterprise plan through an Early Access Program. It exposes 37 tools spanning tickets, assets, agents and requesters, onboarding and offboarding, the service catalog, solution articles and workspaces. Authentication is by API key or OAuth 2.0, with published limits of 100 tool calls per minute and 5,000 actions per month during early access. Setup guides cover seven clients: the Claude and Gemini connectors, Claude Code, Claude Desktop, Cursor, Microsoft Copilot Studio and Visual Studio Code. Freshservice also acts as an MCP client, through installable marketplace apps for Linear, Notion, Atlassian, ClickUp and Dust. Separate AI Actions apps let Freddy agents execute inside external systems, including 56 documented actions for Microsoft Entra ID and 32 for Okta. G2 lists 21 vendor-verified integrations. 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 management, a knowledge base and SLA management. Growth is $49 annually or $59 monthly, adding problem, change and release management, a service catalog and automation. Pro is $99 annually or $119 monthly, adding project and workload management, CMDB, cloud management and a sandbox. 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 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 priced separately. Freshservice is not the right fit for enterprises needing the deepest ITSM customizability. ServiceNow's certified app ecosystem and configuration depth serve complex enterprise IT organizations better, at longer implementation time. Teams evaluating the most advanced autonomous ITSM AI should also assess Aisera and Moveworks 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. It publishes two different customer counts on its own site, 20,000+ on the Freshservice product page and 74,000+ on the pricing page. Current state Q3 2026: the first-party MCP server remains in Beta through an Early Access Program on the Enterprise plan. Freshworks announced FedRAMP In-Process designation for Freshservice at Class C Moderate on 6 August 2026, with no authorization yet 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.