Freshservice
Cloud IT service desk from Freshworks with ITIL modules, asset management and AI.
- Verified facts
- 4 of 4
- Alternatives ranked
- 2
- Approved reviews
- 0
- Visits sent from here
- 0
About Freshservice
Freshservice is Freshworks' IT service management product, the internal-IT counterpart to its Freshdesk customer support tool. It covers incident management, a self-service portal and knowledge base on the entry plan, then adds a service catalog, SLAs, on-call scheduling and cloud management, and on higher tiers problem, change and release management, IT asset management and project tools. An MSP mode lets managed service providers run separate portals for each client. The Freddy AI features handle ticket summaries and suggestions, with a copilot sold as a per-agent add-on. It is aimed at mid-sized companies that want ITIL processes without the cost and setup time of ServiceNow. Pricing is per agent per month with four tiers and a 14-day free trial; there is no free plan. It is cloud-only, with web and mobile apps.
Best for: Mid-sized IT teams and MSPs wanting ITIL service management that is quick to set up.
Pros and cons
What works
- Published per-agent pricing with a 14-day trial
- Problem, change and release management on higher tiers
- MSP mode for serving multiple clients
Why people leave
- No free plan
- Change and problem management need the Pro tier or above
- AI copilot is a paid add-on per agent
Top Freshservice alternatives
See all 2- 1
Jira Service Management68.8Strong choice for IT teams in the Atlassian stack, with a free tier for small teams.
- 2
Zendesk57.2Simpler ticketing that also works for internal help desks without ITIL overhead.
Why people left Freshservice
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Reviews
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Freshservice: common questions
Is Freshservice free?
No, Freshservice is a paid product. Starting price: $19/agent/month, billed annually (checked on Freshservice's own site).
Is Freshservice open source?
No, Freshservice is not open source.
What platforms does Freshservice run on?
Freshservice is available for Web, iOS and Android.
What are the best alternatives to Freshservice?
The highest-ranked Freshservice alternatives right now are Jira Service Management and Zendesk. See the full ranked list for pricing, platforms and verified facts.