# Freshservice

> IT service desk for employee requests, assets and changes

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.

- **Category:** Help Desks & Live Chat
- **Made by:** Freshworks Inc.
- **Website:** https://www.freshworks.com/freshservice/
- **Runs on:** Web, iOS, Android
- **Facts last checked:** Oct 18, 2026

## Pricing

Freshservice is a paid product with a free trial, starting at $19 per agent / month, billed annually ($29 billed monthly).

- **Pricing model:** Free trial
- **Free plan:** None.
- **Free trial:** 14-day free trial with access to every Freshservice feature.

| Plan | Price | What you get |
| --- | --- | --- |
| Starter | $19 per 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 | $49 per 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 | $99 per 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 https://www.freshworks.com/freshservice/pricing/ on Oct 18, 2026. Prices change, so confirm with Freshservice before buying.

## Ways to pay less

- **Lower per-agent price with annual billing** (Annual discount): 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. Source: https://www.freshworks.com/freshservice/pricing/

## 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.

## 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.

## ToolGPA grades

**GPA: 2.4 out of 4**, graded Oct 18, 2026. 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.

- **Value for money: C.** Graded 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.
- **Free plan and trial: C.** No 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.
- **Features: C.** It 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.
- **Ease of use: B.** 4.54 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.
- **Platforms and integrations: B.** Web, iPhone and Android, with Microsoft Teams, Slack, Jira, TeamViewer, Azure AD and SecPod. There's no desktop app, which keeps it off an A.

These are ToolGPA's own grades. 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.

## Where it 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.

The category's chart of price against score: https://toolgpa.com/charts/customer-support

## Keep it, 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.

- You could make: Help desk and help center: an app builder makes these well.
- You could not: An AI model answering your customers from your own help articles.
- You could not: Connections to other products, each kept working as those products change.
- You could not: A real app for iOS and Android. Something home-made would be a web page.
- You could not: It is priced for each person, which means accounts and billing for a team.
- You could not: AI features, unless you pay a model provider for each request yourself.
- You could not: Hooks into the device itself: widgets.

A judgement by ToolGPA from this listing, by rules that are the same for every tool. Nothing was built to test it.

## What people say

- **App Store rating of the iPhone and iPad app:** 4.5 out of 5 from 2,440 ratings in the United States, read Oct 18, 2026. This is the store's rating of the app, not a score from ToolGPA. Source: https://apps.apple.com/us/app/id891265220

## Works with

Microsoft Teams, Slack, Jira, TeamViewer, Azure AD, SecPod

**Tags:** Help desk, Help center, AI features, AI support agent, Workflow automation

## Alternatives

- [Freshdesk](https://toolgpa.com/tools/freshdesk): Email ticketing help desk with a knowledge base and AI agents. [Compare](https://toolgpa.com/compare/freshdesk-vs-freshservice)
- [Zendesk](https://toolgpa.com/tools/zendesk): Ticketing, messaging, help center and AI agents for support teams. [Compare](https://toolgpa.com/compare/freshservice-vs-zendesk)
- [Zoho Desk](https://toolgpa.com/tools/zoho-desk): Low-cost ticketing help desk with a free plan for three users. [Compare](https://toolgpa.com/compare/freshservice-vs-zoho-desk)
- [Deskpro](https://toolgpa.com/tools/deskpro): Help desk for cloud or self-hosted use, with seat minimums. [Compare](https://toolgpa.com/compare/deskpro-vs-freshservice)

## Sources

The prices, plans, platforms and features above were read from these pages on Oct 18, 2026:

- https://www.freshworks.com/freshservice/pricing/
- https://www.freshworks.com/freshservice/
- https://www.freshworks.com/freshservice/integrations/
- https://apps.apple.com/us/app/freshservice/id891265220
- https://play.google.com/store/apps/details?id=com.freshservice.helpdesk&gl=US&hl=en

Page: https://toolgpa.com/tools/freshservice
Listed by ToolGPA (toolgpa.com).