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Cloud IT service management with ITAM and workflow automation
Updated
Freshservice is a cloud IT service management (ITSM) platform from Freshworks for IT teams that run a service desk, manage changes, and track assets. It covers incident, problem, change, and release management, a service catalog, a knowledge base, and workflow automation, with Freddy AI features on higher tiers. It also supports enterprise service management beyond IT.
Employees raise requests through a portal, email, chat, or Microsoft Teams and Slack, and the service desk routes them to agents with SLAs and automation. IT teams link incidents to problems and changes, keep assets in a configuration database, and use the knowledge base to deflect repeat questions. Reports track resolution times and satisfaction scores.
Freshservice is used by IT teams at small, mid-sized, and large organizations that want a service desk without the setup burden of heavier platforms. Managed service providers use MSP mode, and other departments such as HR or facilities can run request workflows. Occasional agents can be added with day passes starting at $3.
Freshservice is priced per agent per month, billed annually: Starter at $19, Growth at $49, and Pro at $99. Enterprise is custom. The Freddy AI Copilot add-on costs $29 per agent per month, and day passes for occasional agents start at $3. The vendor offers a 14-day trial of all features and lists no free plan.
Freshservice's featured integrations are Microsoft Teams, Slack, Jira, Azure AD, SecPod, and TeamViewer. The vendor also lists a marketplace of more than 1,000 integrations and Connector Apps for data sync with external applications.
Jira Service Management suits teams already on Atlassian and developer-centric workflows. Zendesk is stronger in customer support, with ITSM added through its platform. ServiceNow is a larger enterprise platform with greater customization and more implementation effort. SysAid is another mid-market ITSM tool with a focus on IT asset management.
Pricing Model
SUBSCRIPTION
Starting Price
$19/mo
Free Options
Free trial
| Feature | Starter | Growth | Pro | Enterprise |
|---|---|---|---|---|
| Per agent per month, billed annually | , | |||
| Incident and knowledge management | , | , | , | |
| 1 support portal | , | , | , | |
| ServiceBot on Teams and Slack | , | , | , | |
| Service catalog | , | , | , | |
| SLA management | , | , | , | |
| On-call and cloud management | , | , | , | |
| MSP mode | , | , | , | |
| Problem, change, and release management | , | , | , | |
| Up to 50 portals | , | , | , | |
| Intelligent routing | , | , | , | |
| Sandbox | , | , | , | |
| Audit logs | , | , | , | |
| Freddy AI | , | , | , | |
| Experience Level Agreements | , | , | , |
Other
DevOps
Communication
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API Types
SDK Availability
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Developer Features
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Compliance Standards
SOC 2 Type II
EnterpriseISO 27001
EnterpriseGDPR Compliant
GlobalHIPAA
HealthcarePCI DSS
FinanceCCPA
PrivacyFedRAMP
GovernmentCSA STAR
CloudDeployment & Data
Data Residency Options
Verify with vendor for your specific region requirements.
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