ByHeather MacAvelia·Last verified Jun 24, 2026

Freshservice

Name: Freshservice
Price: 19 USD
Author: Freshworks

★4.0/ 5

by Freshworks

Independently Reviewed

Visit freshservice.com →

AI-powered ITSM platform with Freddy AI Copilot and autonomous AI Agent (Enterprise). Starter $19, Growth $49, Pro $99/agent/mo annual. 74,000+ businesses.

From

$19

subscription ↗

GitHub

—

Stars

4.6 / 5

1,336 reviews ↗

MCP

Compatible

Freshservice is the AI-powered IT service management platform from Freshworks, designed to deliver enterprise-grade ITSM without the complexity and cost of legacy tools like ServiceNow. With 74,000+ businesses worldwide, Freshservice serves mid-market and enterprise IT teams with particular strength among organizations that find ServiceNow's implementation overhead and pricing prohibitive. Pricing is tiered transparently per agent with both monthly and annual billing. Starter at $19/agent/month annual covers small IT teams with incident management, basic SLA management, knowledge base, and Freddy AI Copilot. Growth at $49/agent/month adds problem management, change management, release management, custom dashboards, and automation. Pro at $99/agent/month adds advanced analytics, project management, CMDB, sandbox access, and workload management. Enterprise tier is custom-quoted with Freddy AI Agent (Classic) for autonomous ticket resolution, audit logs, advanced security, and dedicated CSM. Each Enterprise license includes 1,200 Freddy AI Agent sessions per year. Freddy AI capabilities are tiered across plans. Freddy AI Copilot (agent assist with suggested KB articles, ticket categorization, and draft responses) is available on Starter through Pro. Freddy AI Agent (Classic), the autonomous resolution agent that handles common IT requests including password resets, software access requests, and employee self-service queries end-to-end, is Enterprise-only. Freddy AI Insights for analytics and trend detection is also available at higher tiers. Freshservice's differentiation versus ServiceNow and Jira Service Management is implementation simplicity and pricing accessibility. Freshservice deploys in 4-12 weeks versus 6-18 months for ServiceNow. Pro at $99/agent/month covers full ITSM capabilities at materially less than ServiceNow's typical $100-$300+/agent enterprise pricing. Documented customer outcomes include 23% ticket deflection, 81% reduction in resolution times, 60% IT cost reduction, and 405 working days saved annually. The platform supports the full ITSM lifecycle including incident, problem, change, release, and asset management, plus HR service management, facilities management, and MSP support. Freshservice is not the right fit for enterprises needing the deepest ITSM customizability: ServiceNow's 1,500+ certified app ecosystem and extensive configuration capabilities serve complex enterprise IT organizations better at higher cost and implementation time. Teams prioritizing the most advanced autonomous ITSM AI should evaluate Aisera (now Automation Anywhere) or Moveworks before committing to Freshservice's Enterprise tier for Freddy AI Agent access. Q2 2026 state: Freddy AI Agent (Classic) confirmed as Enterprise-only with 1,200 sessions/year included. Freddy AI Copilot available on Starter through Pro. 74,000+ businesses confirmed on pricing page. SOC 2 Type II, ISO 27001, GDPR, and HIPAA compliance confirmed via Freshworks Trust Center.

Pricing

subscription · $19

View pricing ↗

Segment

enterprise

Setup

easy

Verified

Jun 24, 2026

Transparency

Partial

Contract

Monthly or Annual

Data training

Not Disclosed

Autonomy

Human Optional

Capabilities

ticket-resolutionautonomousworkflow-buildercrm-syncreporting

Pros & Limitations

Editorial assessment

Pros

✓Materially faster implementation than ServiceNow: Freshservice deploys in 4-12 weeks versus 6-18 months for ServiceNow, dramatically reducing project risk and time-to-value for IT teams under pressure to modernize ITSM without sustained multi-year transformation programs.
✓Transparent tiered pricing with a 14-day free trial: Starter at $19/agent/month through Pro at $99/agent/month gives IT teams clear cost visibility at each capability level, with documented outcomes including 81% resolution time reduction and 60% IT cost savings at customer deployments.
✓Full ITSM lifecycle plus enterprise service management expansion: incident, problem, change, release, and asset management in one platform plus HR, facilities, and MSP modules lets IT organizations standardize service delivery across the entire organization rather than buying point solutions per department.

Limitations

⚠Freddy AI Agent for autonomous ticket resolution is Enterprise-only with a session cap: 1,200 sessions/year per Enterprise license means teams on Starter through Pro get agent assist only, not autonomous resolution, requiring an upgrade for full AI deflection capabilities.
⚠Less customizability than ServiceNow at enterprise scale: Freshservice is opinionated about ITSM workflows which enables fast deployment but becomes a constraint for complex enterprise IT organizations needing ServiceNow's extensive custom workflow configuration and 1,500+ certified app ecosystem.
⚠AI feature pace lags AI-native ITSM challengers: Freddy AI is competent but Aisera (now Automation Anywhere) and Moveworks push autonomous IT resolution boundaries faster with dedicated agentic AI investment for complex multi-step IT request automation.

Technical Details

Deployment

webapi

Model architectureProprietary

Avg setup time4-12 weeks (sales-led discovery, ITSM workflow configuration, asset import, integration with monitoring tools, agent training)

Autonomous rateFreddy AI Agent (Classic) on Enterprise autonomously handles common IT requests including password resets, software access, and employee self-service queries. Enterprise includes 1,200 sessions/year. Documented outcomes include 23% ticket deflection and 81% reduction in resolution times at customer deployments.

Integrations

SlackMicrosoft TeamsJiraGitHubZapierAzure ADOktaSalesforce

Security

SOC 2 Type IIISO 27001GDPRHIPAA