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Freshservice

Uncomplicated, AI-powered ITSM for faster, better employee service.

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Quick Info

Starting at $19/agent/month, billed annually
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Overview

Freshservice by Freshworks offers an AI-powered IT Service Management (ITSM) platform designed to simplify and accelerate service delivery for both IT and business teams. It provides a comprehensive suite of tools that enable organizations to manage incidents, service requests, problems, changes, and assets with greater efficiency. The platform's core value proposition lies in its ability to combine powerful ITSM capabilities with an intuitive user experience, making it accessible and effective for a wide range of users.

The tool leverages artificial intelligence to automate routine tasks, provide intelligent insights, and enhance the self-service experience for employees. By consolidating various service management functions into a single, scalable platform, Freshservice helps reduce operational overhead, improve resolution times, and ultimately boost employee satisfaction. It's built to adapt to the evolving needs of modern businesses, ensuring that IT and other support functions can deliver fast, reliable, and high-quality service.

Best For

Managing IT incidents and service requests efficiently.
Automating IT workflows and tasks.
Providing self-service options for employees to resolve common issues.
Onboarding and offboarding employees with automated IT provisioning.
Managing IT assets and configurations.
Delivering support for non-IT business functions (e.g., HR, facilities).

Key Features

AI-powered ITSM capabilities
Unified platform for IT and business teams
Intuitive user interface
Scalable architecture
Employee service delivery tools
IT operations management

Pricing

Starter

$19/agent/month, billed annually
  • IT Service Management (ITSM)
  • Channels - Email, Phone, Chat, Widget
  • ServiceBot on Microsoft Teams and Slack
  • Support Portal
  • Incident Management
  • Knowledge Management
  • Task Management
  • Occasional Agents
  • CSAT Surveys
POPULAR

Growth

$49 /agent
  • IT Service Management (ITSM)
  • Channels - Email, Phone, Chat, Widget
  • ServiceBot on Microsoft Teams and Slack
  • Support Portal
  • Incident Management
  • Knowledge Management
  • Task Management
  • Occasional Agents
  • CSAT Surveys
  • SLA Management
  • Service Catalog
  • Managed Service Provider (MSP) Mode

Pros & Cons

Pros

  • AI capabilities enhance automation and efficiency in service delivery.
  • Unified platform simplifies management for both IT and business services.
  • Intuitive design reduces learning curve and improves user adoption.
  • Scalable solution suitable for growing businesses and large enterprises.
  • Comprehensive ITSM features streamline IT operations.
  • Trusted by a large number of businesses worldwide.

Cons

  • Pricing structure might be complex or expensive for very small businesses.
  • Advanced AI features might require a higher tier subscription.
  • Customization options might have limitations compared to highly specialized enterprise solutions.
  • Integration with niche or legacy systems might require custom development.
  • Steep learning curve for administrators setting up complex workflows for the first time.

Reviews & Ratings

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