Freshservice
Freshworks' IT service management platform with incident, problem, change and asset management, a service catalog and Freddy AI, priced per agent with tiered automation limits.
- Free trial
- Per-seat pricing
- Cloud
- AI features
- Independent sources
- Verified 23 Oct 2026Sources are dated on this profile
- 6 sourcesLinked, typed and dated
- Independent third-party sourcesHow this profile was compiled
- Not an endorsementStack18 has not tested this product
What is Freshservice?
Freshservice is Freshworks' ITSM and service desk platform for IT, HR and facilities teams. It offers incident, problem, change and release management, a service catalog, asset management and automation, with Freddy AI available as an add-on or on Enterprise. Plans are Starter ($19), Growth ($49) and Pro ($99) per agent per month on annual billing, or $29, $59 and $119 monthly, plus custom Enterprise pricing and a 14-day free trial.
- Best forIT teams that want modern ITSM with problem, change and asset management
- Team size fitSmall teams, Mid-size teams, Large enterprises
- PricingNo free plan; 14-day free trial. Per agent per month billed annually: Starter $19, Growth $49, Pro $99; monthly billing is $29, $59 and $119. Enterprise is custom. Freddy Copilot adds $29.
- Main limitationThere is no free plan, and AI features such as Freddy Copilot are paid add-ons even at the Pro tier.
- AlternativesJira Service Management, Zendesk, Freshdesk, Zoho Desk, Help Scout
Freshservice overview: who it is for and what it does.
Freshservice is positioned as a modern, easier alternative to ServiceNow and a more ITIL-oriented option than customer support tools such as Freshdesk. Independent guides describe it as the ITSM tool teams buy to escape ServiceNow quotes and Jira complexity. Starter is for small teams moving from shared inboxes to a real service desk; Growth adds a service catalog, approvals, problem management, automation and asset management with 100 managed assets; Pro delivers full ITSM with change, release and project management, a CMDB, workload management and intelligent routing; and Enterprise adds the Freddy AI suite and enterprise governance.
Pricing is per agent per month and annual billing saves roughly 20 to 35 percent. The published ladder is Starter $19, Growth $49 and Pro $99 on annual billing and $29, $59 and $119 monthly. Enterprise is custom, and third-party data places it around $109 to $119 per agent per month on annual terms. HR, finance or facilities staff can use Business Agent licences at $39 per agent per month on Growth and above. A 15-agent IT team on Growth at the annual rate pays about $735 a month before add-ons.
The real cost depends on AI and automation meters. Freddy AI Copilot is a $29 per agent per month add-on on annual billing ($35 monthly), available only on Pro and Enterprise, which raises a Pro seat to about $128. Freddy AI Agent is included with Enterprise at 1,200 sessions per license per year, with overage by quote. Orchestration transactions are capped at 1,000, 2,000, 5,000 and 20,000 a month on Starter, Growth, Pro and Enterprise, with overage fees. Several of these sources come from eesel, a competing AI helpdesk vendor, so buyers should confirm add-on prices and limits with Freshworks.
Main problem it solves
Gives IT and business teams a structured service desk with ITIL processes, asset tracking and automation, without the cost and complexity of legacy ITSM suites.
Typical customer segment
Small and mid-size IT teams, internal service desks and growing organisations that want a modern ITSM platform.
Target users
- IT service desk agents and managers
- IT teams moving from shared inboxes to a service desk
- HR, finance and facilities teams using Business Agent licences
- Organisations replacing ServiceNow or legacy ITSM tools
Primary use cases
- IT incident and request management
- Problem, change and release management
- Asset and CMDB tracking
- Service catalog and approvals
- Workflow and orchestration automation
- AI agent and Copilot assistance
What makes it distinct
- ITIL-aligned processes at a mid-market price
- Four plan tiers from $19 per agent with asset management from Growth
- Business Agent licences for non-IT departments
- Freddy AI Agent included on Enterprise
Freshservice features explained.
Service desk and ITSM processes
- Ticketing, SLAs and CSAT
- Incident ticketing, SLA management and CSAT surveys are included from the entry plan, with a service catalog available as plans grow.
- Service catalog and approvals
- Growth adds a service catalog, approvals and problem management for structured service delivery.
- Change and release management
- Pro adds change management, release management, project management and workload management for full ITSM maturity.
- Intelligent routing
- Intelligent routing is listed on Pro and above to direct tickets to the right agent.
Assets and automation
- Asset management and CMDB
- Growth includes asset management with 100 managed assets, and Pro adds a CMDB.
- Workflow automation
- Workflow automation is available on Growth and above, with orchestration transactions metered by plan.
- Orchestration transactions
- Monthly orchestration allowances are 1,000 on Starter, 2,000 on Growth, 5,000 on Pro and 20,000 on Enterprise, with overage fees.
- Business Agent licences
- Business Agent licences for non-IT teams cost $39 per agent per month and are available on Growth, Pro and Enterprise.
Freddy AI
- Freddy AI Copilot (add-on)
- Copilot assists agents with ticket summaries and drafting for $29 per agent per month annually, on Pro and Enterprise only.
- Freddy AI Agent (Enterprise)
- Freddy AI Agent handles conversations autonomously and is included on Enterprise with 1,200 sessions per licence per year.
- Freddy AI Insights
- Predictive analytics through Freddy AI Insights is listed as part of the Enterprise AI suite.
- Sandbox and audit logs
- Sandbox and audit logs are listed on higher plans, though sources differ on whether they start at Pro or Enterprise.
Freshservice pricing and plans.
Figures reported consistently by independent sources; vendor page not reviewed directly. Checked 23 Oct 2026 against Macha · Unthread · CostBench.
Pricing model
Per agent per month by plan (Starter, Growth, Pro, Enterprise) with annual billing about 20 to 35 percent cheaper, paid AI add-ons, metered orchestration and Business Agent licences.
Free plan
No
Free trial
Yes
Freshservice plans and prices (USD)
Starter
$19 per agent per month billed annually; $29 billed monthly
Annual or monthly
Incident ticketing, SLAs, CSAT surveys and workflow automation; 1,000 orchestration transactions a month.
Growth
$49 per agent per month billed annually; $59 billed monthly
Annual or monthly
Adds service catalog, problem management, approvals and asset management with 100 managed assets; 2,000 orchestration transactions.
Pro
$99 per agent per month billed annually; $119 billed monthly
Annual or monthly
Adds change and release management, project management, CMDB, workload management and intelligent routing; 5,000 orchestration transactions.
Enterprise
Custom; third-party estimates $109 to $119 per agent per month on annual terms
Annual contract
Includes Freddy AI Agent (1,200 sessions per licence per year), Freddy AI Insights, enterprise search and 20,000 orchestration transactions.
The $19, $49 and $99 annual and $29, $59 and $119 monthly prices appear consistently across more than eight independent 2026 sources (including Macha, Unthread, CostBench, Dupple and Xurrent). Enterprise pricing is custom and the $109 to $119 estimate is third-party. Freddy AI Copilot is $29 per agent per month annually or $35 monthly and only on Pro and Enterprise; Business Agent licences cost $39. Several detailed add-on and limit figures come from eesel, a competing AI helpdesk vendor, and plan limits differ in places between sources.
Prices change. Confirm current plans and terms on the vendor's site before you decide.
Visit official website (external) ↗See alternativesFreshservice integrations, API and platforms.
Important integrations
- Orchestration and workflow automation
- Freddy AI
- Business Agent licences for non-IT teams
Supported platforms
- Web
API
API and marketplace details were not reviewed in the sources used.
Data import and export
Import and migration tooling was not separately reviewed.
Specific connectors and marketplace apps were not verified or tested.
Balanced and sourced.
Each point cites a source. Editorial summaries are not customer reviews.
Strengths
- Four clear tiers from $19 to $99 per agent make ITSM budgeting simpler than quote-only suites. [1]
- Pro delivers full ITIL processes including problem, change and release management. [1]
- Growth adds asset management with 100 managed assets and a service catalog. [2]
- Business Agent licences let HR, finance and facilities teams use the platform at a reduced $39 per agent. [4]
- A 14-day free trial is available for evaluation. [6]
Limitations
- There is no free plan, and AI features such as Freddy Copilot are paid add-ons even at the Pro tier. [2]
- Freddy Copilot adds $29 per agent per month, which raises a Pro seat to about $128. [5]
- Orchestration transactions are capped by plan, with overage fees for heavy automation. [4]
- Freddy AI Agent is limited to 1,200 sessions per licence per year on Enterprise, with overage by quote. [4]
- Few teams pay only the published starting price once assets, add-ons and AI are included. [2]
Best for
- IT teams that want modern ITSM with problem, change and asset management
- Organisations replacing a shared inbox or legacy help desk
- Teams that want to extend the service desk to HR and facilities
May be less suited to
- Customer support teams that need a CX-first help desk rather than ITSM
- Teams that need AI included at the entry tiers
Alternatives to Freshservice.
Jira Service Management
Atlassian's service desk and ITSM platform for IT, HR and business teams, with request portals, SLAs…
Explore →Related productZendesk
A customer service platform with ticketing and omnichannel Suite plans priced per agent, and AI agents…
Explore →Related productFreshdesk
A cloud customer support platform from Freshworks with Growth, Pro and Enterprise plans per agent, a limited…
Explore →Related productZoho Desk
Zoho's help desk software with a free plan for three agents, per-agent paid plans from $7 and native Zoho…
Explore →Related productHelp Scout
An email-style shared inbox for customer support with Docs and Beacon chat, per-user plans from a free tier…
Explore →Freshservice compared with similar customer support software.
Summaries come from each profile. This is a side-by-side aid, not a ranking.
| Product | Pricing model | Free plan | Channels | Automation | AI features |
|---|---|---|---|---|---|
| Freshservice | Per agent by plan; Freddy AI and Business Agent add-ons | No; 14-day trial | Service portal, email and chat for ITSM | Workflow and orchestration (metered by plan) | Freddy AI Copilot (add-on) and AI Agent (Enterprise) |
| Chatwoot | Per agent by plan; Captain AI credits (usage-based) | Yes (Hacker, 2 agents) and free self-hosted edition | Live chat on free plan; all channels on paid plans | Automation rules and teams from Business | Captain AI assistant, copilot and triage (credits) |
| Crisp | Flat monthly price per workspace | Yes, 2 seats | Live chat and shared email inbox; omnichannel inbox on Essentials | Chat triggers and workflow builder (Essentials) | AI chatbot on Essentials and Plus, with usage limits |
| Freshchat | Per agent by plan; Freddy AI Agent billed per session | Yes (up to 10 agents) | Web chat free; WhatsApp, Messenger and others from Growth | Assignment rules, routing and workflows from Growth | Freddy AI Agent (sessions) and Copilot (add-on) |
| Freshdesk | Per agent per month; AI sessions extra | Free Program: 1-2 agents for 6 months | Email-first; multichannel via Omni | Automation and SLAs from Growth | Freddy AI Copilot and AI Agent add-ons |
| Front | Per seat per month; AI add-ons per seat or per conversation | No free plan reported | Email, SMS, chat and messaging; WhatsApp as add-on | Rules and workflows by plan (about 10 on Starter) | Copilot, Smart QA and Autopilot as paid add-ons (reported) |
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Freshservice questions and answers
What is Freshservice?
Freshservice is Freshworks' ITSM and service desk platform. It provides incident, problem, change and release management, a service catalog, asset management, automation and Freddy AI for IT, HR and facilities teams.
How much does Freshservice cost?
Freshservice costs $19 (Starter), $49 (Growth) and $99 (Pro) per agent per month billed annually, or $29, $59 and $119 billed monthly. Enterprise pricing is custom.
Does Freshservice have a free plan or trial?
There is no free plan, but Freshservice offers a 14-day free trial.
Is Freddy AI included in Freshservice?
Freddy AI Agent is included with Enterprise, with 1,200 sessions per licence per year. Freddy AI Copilot is a $29 per agent per month add-on on Pro and Enterprise.
What is the difference between Freshservice Growth and Pro?
Pro adds change management, release management, project management, a CMDB, workload management and intelligent routing, and raises orchestration transactions from 2,000 to 5,000 a month.
Can HR and finance teams use Freshservice?
Yes. Business Agent licences are available at $39 per agent per month on Growth, Pro and Enterprise for non-IT departments.
Is Freshservice an alternative to ServiceNow?
Independent guides describe Freshservice as the ITSM tool teams buy to escape ServiceNow quotes and Jira complexity, with a simpler mid-market price ladder.
What are alternatives to Freshservice?
Common alternatives include Jira Service Management, Zendesk, Freshdesk, Zoho Desk and Help Scout.
What integrations does Freshservice support?
Documented integrations and ecosystem items include Orchestration and workflow automation, Freddy AI, Business Agent licences for non-IT teams. API details: API and marketplace details were not reviewed in the sources used.
What are the limitations of Freshservice?
There is no free plan, and AI features such as Freddy Copilot are paid add-ons even at the Pro tier. Freddy Copilot adds $29 per agent per month, which raises a Pro seat to about $128. Orchestration transactions are capped by plan, with overage fees for heavy automation.
Which platforms does Freshservice run on?
Freshservice is documented as available on: Web.
When was the Freshservice profile last verified?
Sources for this profile were last reviewed on 23 Oct 2026. 6 sources are listed under Sources, and prices and plans can change, so confirm with the vendor.
Where this information comes from.
- Freshservice pricing explained Macha Third-party Accessed 23 Oct 2026
- Freshservice pricing in 2026: complete cost breakdown and plan guide Unthread Third-party Accessed 23 Oct 2026
- All Freshservice plans and pricing CostBench Third-party Accessed 23 Oct 2026
- Freshservice AI cost in 2026: a transparent pricing guide eesel AI Third-party Accessed 23 Oct 2026
- Freshservice enterprise pricing explained: a complete 2026 guide eesel AI Third-party Accessed 23 Oct 2026
- Freshservice pricing 2026 AI Productivity Third-party Accessed 23 Oct 2026
Secondary-source profile. Vendor pages were not reviewed directly for this profile. Facts and prices are corroborated across independent third-party sources and may differ from the vendor's current pages. Confirm with the vendor before buying.
Freshworks' own pricing page was not retrieved as text, so this profile uses independent 2026 sources that agree on the four-tier list prices; several add-on and limit details come from eesel, a competing AI helpdesk vendor. Enterprise pricing is custom and plan limits vary in places between sources. Product behaviour was not tested.
Stack18 has not tested this product or received anything from the vendor for this profile. Editorial summaries of vendor information are not endorsements. Confirm details with the vendor before buying.
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