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Freshservice

freshworks.com

From $19/mo Free trial WebiOSAndroidAPI
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Spec score 9.0 #1 of 47 in HR Case Management Software

What it is

Freshservice is an IT management service for employee service and IT operations. Its service desk covers incident, change and problem management, service catalogs, knowledge management and SLA policies. IT asset management includes asset lifecycle management, discovery across on-premises, cloud and hybrid environments, and a continuously updated CMDB. Operations features include alert and on-call management, major incident management, service health monitoring and a status page. Freddy AI includes an agent studio, a copilot for drafting responses and summarizing tickets, and insights for identifying trends. Freshworks Marketplace lists more than 1,000 integrations, including Microsoft Teams, Slack, TeamViewer, Jira and Azure AD. Freshservice offers web access, iOS and Android apps, and RESTful API access; API rate limits vary by plan from 100 to 500 calls per minute. Freshworks states that data is encrypted at rest with AES 256-bit encryption and in transit with HTTPS and TLS 1.2. GDPR and SOC 2 are listed across the four plans. Annual billing starts at $19 a month, and a 14-day trial is offered without a credit card.

Spec sheet

What it does
Freshservice is Freshworks' cloud-based AI service-operations and IT service-management platform covering IT service, operations, asset management and enterprise service delivery.Read 21 Oct 2026 · gartner.com
Purpose
Freshservice is an AI-powered IT management solution designed to simplify employee experiences.Read 29 Sep 2026 · freshworks.com
Free plan
NoRead 23 Sep 2026 · freshworks.com
Trial
The integrations page advertises a 14-day free trial with no credit card required.Read 29 Sep 2026 · freshworks.com
Paid from
19Read 23 Sep 2026 · freshworks.com
API
Freshservice exposes REST API operations for reading, adding, modifying and deleting service-desk data; pricing lists plan limits of 100, 200, 400 or 500 calls per minute.Read 21 Oct 2026 · freshworks.com
Integrations
Freshworks says its marketplace has thousands of apps and its broader ecosystem exceeds 1,200 enterprise apps.Read 21 Oct 2026 · freshworks.com
Security
Freshworks states that data is encrypted at rest with AES 256-bit encryption and in transit with HTTPS and TLS 1.2.Read 29 Sep 2026 · freshworks.com
Compliance
The pricing comparison lists GDPR and SOC 2 among the security features included across the four plans.Read 29 Sep 2026 · freshworks.com
AI
Freddy AI includes an agent studio, a copilot for drafting responses and summarizing tickets, and insights for identifying trends.Read 29 Sep 2026 · freshworks.com
Asset management
Asset lifecycle, hardware, software and SaaS management track inventory, usage, compliance and retirement.Read 21 Oct 2026 · freshworks.com
Change management
Change management assesses service impact and risks using contextual data before rollout.Read 21 Oct 2026 · freshworks.com
Cloud delivery
Freshservice is delivered as a cloud service accessed through a browser or mobile application.Read 21 Oct 2026 · support.freshservice.com
Company founded
Freshworks lists 2010 as its founding year.Read 21 Oct 2026 · linkedin.com
Company headquarters
Freshworks lists its headquarters in San Mateo, California.Read 21 Oct 2026 · linkedin.com
Company size
LinkedIn lists Freshworks in the 1,001–5,000 employee range.Read 21 Oct 2026 · linkedin.com
Configuration database
Its CMDB continuously updates asset, application and service relationships through discovery and mapping.Read 21 Oct 2026 · freshworks.com
Developer SDK
Freshservice provides SDK documentation, API documentation and partner tooling for building apps and integrations.Read 21 Oct 2026 · developer.freshservice.com
Documentation
The support knowledge base includes solution articles for configuring modules such as Knowledge Base, and the developer site provides an A-to-Z app-development guide.Read 21 Oct 2026 · support.freshservice.com
Incident management
The product can auto-route incidents, provide AI assistance and generate incident reports.Read 21 Oct 2026 · freshworks.com
IT asset management
The product describes asset lifecycle management, discovery across on-premises, cloud, and hybrid environments, and a continuously updated CMDB.Read 29 Sep 2026 · freshworks.com
IT operations
ITOM includes alert consolidation, on-call management, major-incident response and service-health monitoring.Read 21 Oct 2026 · freshworks.com
IT service management
Its service desk supports incident, change, and problem management, service catalogs, knowledge management, and SLA policies.Read 29 Sep 2026 · freshworks.com
Knowledge management
The platform provides a centralized knowledge base with AI assistance and usage insights.Read 21 Oct 2026 · freshworks.com
Licence
Freshservice is proprietary commercial software; its Android app separately discloses third-party open-source components and their licences.Read 21 Oct 2026 · en.wikipedia.org
Limit: outages
An independent outage monitor recorded 13 incidents in the prior 90 days, including list-view degradation, workflow errors and service-request failures.Read 21 Oct 2026 · isdown.app
Limit: pricing and tiering
Reviewers complain that costs rise with agent counts and that advanced automation, asset management and AI require higher-priced tiers.Read 21 Oct 2026 · capterra.com
Limit: reporting and customization
Reviewers repeatedly report that analytics, dashboards, custom reports, branding and service-catalog customization are less flexible than desired.Read 21 Oct 2026 · trustradius.com
Limit: support and billing
Trustpilot reviewers describe slow or ineffective support and disputes involving renewals, license reductions, charges and account suspension.Read 21 Oct 2026 · trustpilot.com
Maker legal name
Freshworks Inc. is the public company identified as Freshservice's maker.Read 21 Oct 2026 · linkedin.com
Mobile and API
The pricing comparison lists Freshservice apps for iOS and Android and RESTful API access, with API rate limits varying by plan from 100 to 500 calls per minute.Read 29 Sep 2026 · freshworks.com
Notable update
2026 product updates added Journey Request ticket linking, controlled Freddy AI Agent rollout and SharePoint sync insights.Read 21 Oct 2026 · freshworks.com
Omnichannel support
Employees can request help through email, portals, Slack and Microsoft Teams while agents use a unified conversation view.Read 21 Oct 2026 · freshworks.com
Praise: automation and ticketing
Reviewers commonly praise ticket handling, workflow automation, service catalogs, integrations and self-service portals.Read 21 Oct 2026 · g2.com
Praise: ease of use
Reviewers repeatedly praise the intuitive interface, quick setup, short learning curve and straightforward administration.Read 21 Oct 2026 · trustradius.com
Problem management
Problem management links incidents and uses timeline-based root-cause analysis with AI insights.Read 21 Oct 2026 · freshworks.com
Rating on Apple App Store
4.5 out of 5 from 2.4K ratingsRead 21 Oct 2026 · apps.apple.com
Rating on Capterra
4.5 out of 5 from 805 reviewsRead 21 Oct 2026 · capterra.com
Rating on G2
4.6 out of 5 from 1,320 reviewsRead 21 Oct 2026 · g2.com
Rating on Gartner Peer Insights
4.4 out of 5 from 1,219 ratingsRead 21 Oct 2026 · gartner.com
Rating on Google Play
4.2 out of 5 from 5.14K reviewsRead 21 Oct 2026 · play.google.com
Rating on Software Advice
4.5 out of 5 from 805 reviewsRead 21 Oct 2026 · softwareadvice.com
Rating on Trustpilot
2.2 out of 5 from 102 reviewsRead 21 Oct 2026 · trustpilot.com
Rating on TrustRadius
8.4 out of 10 from 367 reviews and ratingsRead 21 Oct 2026 · trustradius.com
Security compliance
Freshworks' trust center lists SOC 2 Type 2, SOC 3, ISO/IEC 27001:2022, ISO/IEC 27701:2019, PCI DSS 4.0 and other attestations.Read 21 Oct 2026 · trust.freshworks.com
Security controls
The trust center documents audit logging, multi-factor authentication, role-based access control, encryption at rest and encryption in transit.Read 21 Oct 2026 · trust.freshworks.com
Service catalog
A unified service catalog and self-service portal let employees submit and track requests.Read 21 Oct 2026 · freshworks.com
System requirements
The web app supports the latest two versions of Chrome, Firefox, Safari and Edge; mobile support is iOS 10+ and Android 7.1.1+.Read 21 Oct 2026 · support.freshservice.com
Who it serves
Freshservice is positioned for IT teams and also describes service management for enterprise departments such as HR and Legal.Read 29 Sep 2026 · freshworks.com
Workflow automation
No-code workflows, orchestration and machine learning automate approvals, requests and incident resolution.Read 21 Oct 2026 · freshworks.com

Plans and prices

Starter $19 a month billed annually Knowledge management · Task management · Support portal · Omnichannel support Read 23 Sep 2026 · freshworks.com
Growth $49 a month billed annually Service catalog · SLA management · On-call management · Cloud management Read 23 Sep 2026 · freshworks.com
Pro $99 a month billed annually Problem management · Change management · Major incident management · Workload management · Release management · Employee journeys Read 23 Sep 2026 · freshworks.com
Starter $19 a month annually Incident management · Knowledge management · Task management · Support portal Read 21 Oct 2026 · freshworks.com
Growth $49 a month annually Starter features · Service catalog · SLA management · On-call management · Cloud management Read 21 Oct 2026 · freshworks.com
Pro $99 a month annually Growth features · Problem management · Change management · Major incident management · Workload management · Release management · Employee journeys Read 21 Oct 2026 · freshworks.com
Enterprise Priced on request Pro features · Sandbox · Audit logs · Freddy AI Agent Classic · Freddy AI Insights Read 21 Oct 2026 · freshworks.com

Every Freshservice plan and price →

Strong points and limits

Strong points

  • Service desk covers incidents, changes and problems.
  • Asset discovery spans on-premises, cloud and hybrid environments.
  • Freddy AI includes ticket drafting and summarization.
  • Marketplace lists more than 1,000 integrations.
  • A 14-day trial requires no credit card.

Limits

  • No free plan.
  • Starter costs $19 a month, billed annually.
  • API limits vary by plan from 100 to 500 calls per minute.

Who it suits

It suits IT teams handling service desk, asset and IT operations work. Freshworks also positions service management for enterprise departments such as HR and Legal.

Freshservice in depth

Read the full write-up

Overview

Freshservice brings employee service management, IT assets, and IT operations into one system. It best suits IT teams that need to connect request handling with asset and incident workflows, though broader capabilities arrive on higher-priced plans. Its scope also reaches enterprise departments such as HR and Legal.

The central trade-off is breadth versus tiering: a team can cover service desk, assets, and operations in one product, but service catalog and SLA management start at Growth, while problem and change management start at Pro.

Key features

Service desk and employee support

Incident, change, and problem management sit alongside service catalogs, knowledge management, and SLA policies. The support portal and omnichannel support give employees ways to seek help, while approval workflows, an employee portal, and single sign-on support structured service delivery. Starter includes knowledge and task management, a support portal, and omnichannel support; teams needing catalogs and SLAs must move to Growth, and those managing problems and changes need Pro.

AI, assets, and operations

Freddy AI combines an agent studio with a copilot for drafting responses and summarizing tickets, plus insights intended to surface trends. These tools can help teams handle ticket work and spot patterns, but the feature set does not make AI a substitute for the service processes themselves.

Asset lifecycle management, discovery across on-premises, cloud, and hybrid environments, and a continuously updated CMDB make Freshservice more than a ticketing system. Operations capabilities include alert and on-call management, major incident management, service health monitoring, and a status page. That range is useful for teams connecting service support to infrastructure operations, although the major incident capability is a Pro feature.

Integrations and security

The Freshworks Marketplace offers more than 1,000 ready-to-install integrations, with Microsoft Teams, Slack, TeamViewer, Jira, and Azure AD among the highlighted options. Freshworks states that data is encrypted at rest with AES 256-bit encryption and in transit with HTTPS and TLS 1.2. GDPR and SOC 2 are included among the security features across all four plans.

Pricing

Freshservice is paid software with no free plan. Annual billing starts at $19 a month, and the 14-day free trial requires no credit card. The trial is a useful way to evaluate the product before committing, but teams should compare their workflow needs with the plan gates rather than assume the entry tier covers full service management.

Starter — $19 a month, billed annually. Includes knowledge management, task management, a support portal, and omnichannel support. It fits teams formalizing employee support, but does not include service catalog or SLA management.

Growth — $49 a month, billed annually. Adds service catalog, SLA management, on-call management, and cloud management. This is the more relevant tier for teams coordinating service levels and operational coverage.

Pro — $99 a month, billed annually. Adds problem management, change management, major incident management, workload management, release management, and employee journeys. It fits organizations managing change and incidents across a more involved service operation, but is a substantial step up from Starter.

Enterprise — custom pricing. Includes sandbox, audit logs, Freddy AI Agent (Classic), and Freddy AI Insights. It is aimed at organizations needing those controls and AI capabilities; the plan's price is custom.

All four plans include iOS and Android apps and RESTful API access. API limits vary by plan from 100 to 500 calls per minute, so integrations with heavier API demand should account for the tier-specific ceiling.

Platforms

Freshservice runs on the web and offers apps for iOS and Android, plus API access. The mobile apps suit staff and service teams who need access away from a desk; the API provides a route to connect other systems, subject to the plan's rate limit.

Who it's for

Freshservice is a strong fit for IT departments that want service desk workflows alongside asset discovery and IT operations, rather than separate point tools. Its employee support capabilities can also suit enterprise service management across functions such as HR and Legal. Teams that only need a basic portal and knowledge workflow may find Starter sufficient; teams requiring change control, problem management, or major incident handling should budget for Pro.

Pros and cons

Pro: Service desk, asset lifecycle, discovery, CMDB, and IT operations capabilities span the lifecycle from employee request to service health.

Pro: The Marketplace's 1,000+ integrations and named connections to tools such as Teams, Slack, Jira, and Azure AD give teams multiple integration options.

Pro: iOS and Android apps, API access, and a no-card 14-day trial make it practical to evaluate and connect across common access patterns.

Con: Key workflows are tiered: service catalog and SLA management start at Growth, while problem and change management start at Pro.

Con: API rate limits vary from 100 to 500 calls per minute by plan, which may constrain high-volume integrations on lower tiers.

Con: Enterprise uses custom pricing, making it less straightforward to budget than the three published annual monthly prices.

Alternatives

Consider Desk Support Monkey if open-source software and self-hosting under the AGPL license matter more than Freshservice's bundled asset and operations scope; it also has a free plan.

Zendesk Employee Service is another paid, multi-platform option, with Suite Team at 29.00 USD and a Suite Enterprise tier that includes sandbox, custom agent roles, customizable reporting, audit logs, and department spaces.

Zammad may suit teams prioritizing a self-hosted option or a low-cost entry point: its Starter v2 is €7 a month billed annually, hosted, and capped at five agents.

Console is another paid service-desk option.

Giva ChangeManager is an alternative for teams comparing change-management products.

HaloITSM may appeal to buyers seeking one plan with all features included; its plan is £66 a month per agent, billed annually.

InvGate Service Desk is worth considering for organizations looking at self-hosted or Linux-supported deployments; its Pro price is $500 a year per agent and starts at $2,500/year.

SolarWinds Service Desk is another paid, multi-platform choice, with Essentials at $39 a month per technician, billed annually, and unlimited users.

Readers comparing particular capabilities can also browse AI IT Service Desk Software, IT Vendor Management Software, IT Service Catalog Software, Enterprise Service Management Software, IT Change Management Software, and IT Release Management Software.

Verdict

Freshservice is a good choice for IT teams that want employee service workflows tied to asset management and IT operations, with room to extend service management to departments such as HR and Legal. Its breadth and integration options are the main reasons to choose it. Look elsewhere if you need full change and problem management at the lowest tier, or if you want predictable pricing for Enterprise features.

Verdict

Freshservice combines service desk, asset and operations capabilities with Freddy AI and a large listed integration marketplace. Annual billing starts at $19 a month, with a 14-day trial available.

Where Specifiction places it

Alternatives to FreshserviceAll alternatives →