Freshservice

What is Freshservice?

Freshservice is an ITSM tool built on ITIL practices. IT teams log incidents, run changes, problems and releases, and keep assets and dependencies in a CMDB with automated discovery. Employees open requests through a portal, Slack or Microsoft Teams. The same workflows extend to HR and finance for employee onboarding.

Who is it for?

IT departments of 20 to several thousand employees that need ITIL processes and asset tracking. Teams that only need a simple ticket queue and no change management should look at a help desk such as Freshdesk. Change, problem and release management start at Pro.

Pricing

• Starter: $19/agent/mo (annual), includes incident, knowledge and task management and a support portal.
• Growth: $49/agent/mo (annual), adds service catalog, SLA management, on-call management and cloud management.
• Pro: $99/agent/mo (annual), adds problem, change, major incident, workload and release management, and employee journeys.
• Enterprise: quote-based, adds sandbox, audit logs, Freddy AI Agent (Classic) and Freddy AI Insights.
• Add-on: Freddy AI Copilot $29/agent/mo (annual) on Pro and Enterprise.

A 14-day trial is available. Prices checked on 6 October 2026.

Strengths

• CMDB with continuous background asset discovery keeps asset and dependency records current.
• Service catalog and SLA management start at $49/agent/mo.
• Employee onboarding workflows run across IT, HR and Finance.
• Connects to Slack, Microsoft Teams, Zoom, GitHub, Okta, AWS and Azure.

What to consider

• Change, problem and release management require Pro at $99/agent/mo.
• Enterprise has no public price.
• Freddy AI Copilot costs $29/agent/mo extra and is not sold on Starter or Growth.
• Starter has no service catalog or SLA management.

Bottom line

Shortlist Freshservice if you run ITIL processes and want asset discovery bundled. Before buying, list the ITIL modules you need, because they decide whether you pay $49 or $99 per agent.