Freshservice
IT service desk for employee requests, assets and changes
Freshservice report card
Fair · out of 4.0 · graded Oct 18, 2026
Best for IT teams handling their own staff's requests
Freshservice is the help desk your IT team uses for everyone else in the company: "my laptop's broken", "I need access to the finance drive", plus the assets and changes behind them. It follows ITIL and the phone app is well liked. But it's not for customer support, and change management only arrives on Pro at $99 an agent.
Who Freshservice is for
- Great if your IT team is drowning in "can you reset my password" emails
- Handy when you need to track laptops and software licenses alongside the tickets
- Good for IT providers looking after several client companies at once
Who Freshservice is not for
- Skip it if you're answering customers rather than staff, which is what Freshdesk is for
- Pricey if you need change management, as that starts on Pro at $99 an agent a month
- Tight if you lean on automations, as actions in other apps cap at 1,000 a month on Starter
Why Freshservice gets a 2.4
Five grades, each with its reason. The GPA is their average: an A is 4 points, an F is none.
- CValue for moneyGraded against its own alternatives, as it's an IT desk for staff. Starter is $19 an agent a month billed yearly ($29 monthly), level with Freshdesk and Zendesk. But a service catalog and SLAs need Growth at $49, and change and problem management need Pro at $99.
- CFree plan and trialNo free plan, but a 14-day free trial with every feature switched on. That's long enough to put a week of real IT requests through it.
- CFeaturesIt does the IT desk job fully: tickets from email, chat, a portal or Teams and Slack, asset tracking, on-call, and problem, change and release management on Pro. But it's built for your own staff rather than customers, which is a different job from this category's.
- BEase of use4.54 from 2,440 App Store ratings. Expect some setting up, though: portals, service catalogs, approvals and asset records all need building before IT runs on it.
- BPlatforms and integrationsWeb, iPhone and Android, with Microsoft Teams, Slack, Jira, TeamViewer, Azure AD and SecPod. There's no desktop app, which keeps it off an A.
What these grades rest on. Graded from this listing, whose facts were read from Freshworks' own pages on 18 October 2026, and its App Store rating. Not based on using the product, and shorter than our full reviews. How we review and grade.
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<a href="https://toolgpa.com/tools/freshservice#review"><img src="https://toolgpa.com/badge/freshservice.svg" alt="Freshservice: 2.4 GPA on ToolGPA" width="196" height="56"></a>Where Freshservice stands among help desk and live chat tools
Freshservice's GPA of 2.4 is higher than 6 of the 22 other help desk and live chat tools we grade, and level with 7.
It stands best on ease of use (B, above 18 of 22) and worst on features (C, above 0).
Its paid plans start at $19 a month for each person, against a middle price of $21.59 for the category: 6 of the 21 others that charge start lower.
On features, ease of use and platforms it scores 2.7 out of 4. 1 tool scores higher and costs less.
Each grade against the category
Every bar is all 23 help desk and live chat tools we grade, cut by the letter each got. Freshservice’s own letter is outlined.
- CValue for moneyAbove 6 of 22, level with 6
- CFree plan and trialAbove 1 of 22, level with 19
- CFeaturesAbove 0 of 22, level with 10
- BEase of useAbove 18 of 22, level with 2
- BPlatforms and integrationsAbove 0 of 22, level with 18
Price against what you get
Each dot is one of 22 help desk and live chat tools. Further left costs less, and higher up scores better on features, ease of use and platforms. Point at a dot to see which tool it is.
Features, ease of use and platforms, averaged
What paid plans start at, a month (each step along is roughly double) →
- The best score at each price
- Has a free plan
- No free plan
Keep Freshservice, or make your own?
Keep it
To replace Freshservice you would be making an AI model answering your customers from your own help articles. That is not a weekend's work, with an AI app builder or without one.
That makes this kind of software worth paying for, not this one in particular: 9 of the 22 other help desk and live chat tools grade higher. It costs $228 a year.
What you could make
- Help desk and help center: an app builder makes these well.
What you could not
- An AI model answering your customers from your own help articles.
- Connections to other products, each kept working as those products change.
- A real app for iOS and Android. Something home-made would be a web page.
- It is priced for each person, which means accounts and billing for a team.
- AI features, unless you pay a model provider for each request yourself.
- Hooks into the device itself: widgets.
What this rests on. Freshservice’s listing: what it does, where it runs, what it plugs into and what it costs. It is a judgement about the kind of software this is. We have not built a replacement for it, and making your own means looking after it too. How we decide, and every tool’s verdict.
What is Freshservice?
Freshservice is an IT service desk from Freshworks for the requests employees send to their IT team: incidents, service requests, changes and the assets behind them. It follows ITIL practices, adds a service catalog, on-call tools and change management on higher plans, and can be shared with HR, facilities and finance teams. It is sold per agent, with a 14-day trial and no free plan.
Freshservice is a paid product with a free trial, starting at $19 per agent / month, billed annually ($29 billed monthly). See every plan
Good for
- IT teams handling employee incidents, requests and changes
- Companies that want ITIL processes and asset tracking in one tool
- Service providers running IT support for several client companies
Worth knowing
- It is an IT service desk for a company's own staff, narrower than the customer help desks here; Freshworks sells Freshdesk for customer support.
- There is no free plan: a 14-day trial, then Starter at $19 per agent / month billed annually. Enterprise is priced through sales.
- Problem, change and release management start on Pro at $99 per agent / month billed annually; Freddy AI Copilot is $29 per agent / month on top.
- Orchestration past the monthly allowance costs $250 per 1,000 actions. Occasional agents use Day Passes from $3 after 3 free ones.
Key features
- Incident and request tickets
- Employees raise issues by email, phone, chat, a portal widget or a ServiceBot in Microsoft Teams and Slack, and agents work them as tickets.
- Service catalog and portal
- From Growth, a shopping-style catalog for requests such as hardware or access. Starter and Growth have one support portal; Pro and Enterprise up to 50.
- ITIL processes
- Pro adds problem, change, release and major-incident management, with a change advisory board, change calendars and service health monitoring.
- IT asset management
- A configuration database tracks hardware and software, licensed in asset units sold in packs of 500. The mobile app adds assets by scanning barcodes and QR codes.
- Workflow automation
- A drag-and-drop Workflow Automator with multi-step approvals. Actions in other apps are capped from 1,000 a month on Starter to 20,000 on Enterprise.
- Freddy AI
- Copilot drafts replies, ticket summaries and help articles for $29 per agent a month on Pro and Enterprise; Enterprise includes the Freddy AI Agent for chat.
Freshservice pricing
- Starts at
- $19 per agent / month, billed annually ($29 billed monthly)
- Free plan
- None
- Free trial
- 14-day free trial with access to every Freshservice feature
| Plan | Price | What you get |
|---|---|---|
| Starter | $19per agent / month, billed annually ($29 billed monthly) | Incident, knowledge and task management, one support portal, a ServiceBot in Teams and Slack, and 1,000 orchestration actions a month. |
| Growth | $49per agent / month, billed annually ($59 billed monthly) | Adds a service catalog, SLA policies, MSP mode for several clients, on-call and cloud management, time tracking and 2,000 orchestration actions. |
| Pro | $99per agent / month, billed annually ($119 billed monthly) | Adds problem, change, release and major-incident management, workload management, employee journeys, a status page and up to 50 portals. |
| Enterprise | Custom | Sold through sales. Adds a sandbox, audit logs, Freddy AI Insights and the Freddy AI Agent with 1,200 sessions per license a year. |
Read from freshworks.com on Oct 18, 2026. Prices change, so confirm with Freshservice before you buy.
Ways to pay less
- Annual discountLower per-agent price with annual billing
The pricing page lists Starter at $19 per agent a month billed annually against $29 monthly, Growth at $49 against $59 and Pro at $99 against $119.
Stated on freshworks.com
How people rate the Freshservice app
4.5
out of 5 for the iPhone and iPad app
- 5 stars79%
- 4 stars9%
- 3 stars4%
- 2 stars2%
- 1 star6%
2,440 ratings on the App Store in the United States, read Oct 18, 2026. It rates the app, not everything the product does. See the listing
Works with
- Microsoft Teams
- Slack
- Jira
- TeamViewer
- Azure AD
- SecPod
Freshservice alternatives
- Freshservice vs Freshdesk
Free trial · from $19/mo
- Freshservice vs Zendesk
Free trial · from $19/mo
- Freshservice vs Zoho Desk
Free plan · from $7/mo
- Freshservice vs Deskpro
From $39/mo
Common questions
Is Freshservice free?
No, Freshservice is a paid product, but you can try it first. 14-day free trial with access to every Freshservice feature.
How much does Freshservice cost?
Freshservice lists 4 plans. Starter: $19 per agent / month, billed annually ($29 billed monthly). Growth: $49 per agent / month, billed annually ($59 billed monthly). Pro: $99 per agent / month, billed annually ($119 billed monthly). Enterprise: custom pricing. Prices were read from freshworks.com on Oct 18, 2026.
What platforms does Freshservice work on?
Freshservice is available on Web, iOS and Android.
Does Freshservice offer any discounts?
Freshservice publicly lists the following: Lower per-agent price with annual billing.
How is Freshservice rated?
Freshservice's iPhone and iPad app averages 4.5 out of 5 from 2,440 ratings on the App Store in the United States, as read on Oct 18, 2026. That is the store's rating of the app, not a score from us.
Does Freshservice have a Windows app?
No Windows app was listed when its pages were read on Oct 18, 2026. Freshservice is listed for Web, iOS and Android.
Does Freshservice have a macOS app?
No macOS app was listed when its pages were read on Oct 18, 2026. Freshservice is listed for Web, iOS and Android.
Is Freshservice open source?
Freshservice is not described as open source on its own site, as read on Oct 18, 2026.
What does Freshservice integrate with?
Freshservice's listing names Microsoft Teams, Slack, Jira, TeamViewer, Azure AD and SecPod. A listing names up to eight integrations, so it may connect to more.
Who makes Freshservice?
Freshservice is made by Freshworks Inc.
What are the alternatives to Freshservice?
The closest alternatives to Freshservice in our directory are Freshdesk, Zendesk, Zoho Desk and Deskpro. Each one has a side-by-side comparison with Freshservice.
How does Freshservice compare with other help desk and live chat tools?
Freshservice's GPA of 2.4 is higher than 6 of the 22 other help desk and live chat tools we grade, and level with 7. It stands best on ease of use (B, above 18 of 22) and worst on features (C, above 0).
Is Freshservice good value for money?
ToolGPA grades Freshservice C for value for money. Its paid plans start at $19 a month for each person, against a middle price of $21.59 for the category: 6 of the 21 others that charge start lower. On features, ease of use and platforms it scores 2.7 out of 4. 1 tool scores higher and costs less.
Could I make my own version of Freshservice?
To replace Freshservice you would be making an AI model answering your customers from your own help articles. That is not a weekend's work, with an AI app builder or without one. That makes this kind of software worth paying for, not this one in particular: 9 of the 22 other help desk and live chat tools grade higher. It costs $228 a year. What you could not make: An AI model answering your customers from your own help articles. Connections to other products, each kept working as those products change. A real app for iOS and Android. Something home-made would be a web page. It is priced for each person, which means accounts and billing for a team. This is a judgement from its listing. We have not built one.
Sources for this page
The prices, plans, platforms and features above were read from these pages on Oct 18, 2026. What people say is linked where it appears.