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Freshservice

Enterprise Help Desk & Ticketing Internal IT & Employee Support

Freshworks' ITSM platform with a Freddy AI agent that raises, fulfils, and updates employee requests from inside Slack and Teams.

Best for

IT teams that want ITIL service management with an AI agent that raises, fulfils and updates employee requests inside Slack and Teams, from a published $19 per agent per month with a 14-day trial, hosted in the US, EU, India or Australia.

Look elsewhere if

You are buying customer-facing support: Freshservice is an internal IT and employee service desk, and its automation of resets and access grants depends on the orchestration tier, so check what the entry plan includes.

Pricing
Paid from $19/agent/mo (billed annually)
Founded
2014
Free trial
14-day free trial
How you buy
Self-serve signup
Company
Product of Freshworks (public, NASDAQ: FRSH)
Channels
Slack, Microsoft Teams, Email, Web, Portal
Languages
40+ languages
Data residency
US, EU, India, Australia
Compliance
SOC 2 ISO 27001
Integrations
Slack Microsoft Teams Okta Microsoft Entra ID Jira Zoom Google Workspace Microsoft 365

Freshservice is Freshworks' IT service management platform, built on ITIL practice and covering incident management, a service catalog, asset management, low-code orchestration and intelligent routing. The AI layer is Freddy: a Copilot for agents, an Agent Studio for building automations, and Insights for analytics, with one customer reporting that Freddy Insights cut ticket trend analysis from an hour to three minutes. Freshworks says 80 percent of customers go live in under 90 days, and the platform is used to run consolidated service desks well beyond IT.

Its Slack integration is the best documented of any pick on this page, which matters more than marketing claims. The Freddy AI Agent can be added to a public Slack channel or messaged directly. An employee asking for something from the service catalog gets matched on keywords and walked through raising the request; clicking "Raise a ticket", the thumbs-down, or the ticket emoji produces a ticket form pre-filled with context from the conversation. Support engineers use a /freshservice-ticket slash command to log a Slack conversation as a ticket outright. The app's Home tab shows requesters their own tickets and agents the ones assigned to them, and agents can reply, add private notes and update ticket properties without leaving Slack. Wire Freddy to the orchestration engine and it fulfils rather than just files: password resets, adding employees to email distribution lists, granting access to software tools. The same agent runs in Microsoft Teams.

Freshworks launched on October 13, 2010 from a rented meeting room in Chennai, founded by Girish Mathrubootham and Shan Krishnasamy. Freshservice shipped in January 2014 as the internal IT counterpart to Freshdesk, which is why the founding year recorded here is the product's and not the company's, and it reached a million dollars of revenue within ten months. Named customers include RingCentral, McLaren, Databricks, New Balance, Seagate, TaylorMade, Amerisure, Vermeer and Manchester Metropolitan University.

Pricing is public and per agent, billed annually: Starter $19, Growth $49, Pro $99, Enterprise by quote, with a 14-day trial. Budget past the headline, though. Freddy AI Copilot is a $29 per agent per month add-on available on Pro and above, so a realistic AI-enabled seat is $128 and not $19; Enterprise bundles Freddy AI Agent (Classic) and Freddy AI Insights. Choose Freshservice if you want a genuine ITSM system of record with asset management and change control, and a Slack front end that is documented down to the slash command. Skip it if all you want is an answer bot on top of your existing docs, where a lighter tool will cost far less.

Key features

What the AI can do

Published customer results

Outcomes named customers have reported, as published by the vendor or the customer.

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Frequently asked questions

Who is Freshservice best for?
IT teams that want ITIL service management with an AI agent that raises, fulfils and updates employee requests inside Slack and Teams, from a published $19 per agent per month with a 14-day trial, hosted in the US, EU, India or Australia. Look elsewhere if you are buying customer-facing support: Freshservice is an internal IT and employee service desk, and its automation of resets and access grants depends on the orchestration tier, so check what the entry plan includes.
How much does Freshservice cost?
Freshservice is a paid product. The listed starting price is $19/agent/mo (billed annually). Compare pricing across all listed tools →
What does Freshservice integrate with?
Freshservice integrates with Slack, Microsoft Teams, Okta, Microsoft Entra ID, Jira, Zoom, Google Workspace, and Microsoft 365.
What compliance standards does Freshservice meet?
Based on the vendor's own security and trust pages, Freshservice claims SOC 2 and ISO 27001 compliance. See how that compares across vendors →
Which support channels does Freshservice cover?
Freshservice handles customer conversations over slack, Microsoft Teams, email, web, and portal.
What languages does Freshservice support?
Freshservice supports 40+ languages.
Can Freshservice take actions, or does it only answer questions?
Freshservice can take actions in connected systems, not just answer questions, including password & access resets.
Does Freshservice have a free trial?
Yes: 14-day free trial.
Can I buy Freshservice without talking to sales?
Yes. You can sign up and start on your own.
When was Freshservice founded?
Freshservice was founded in 2014.
What are the best Freshservice alternatives?
Popular alternatives include Atomicwork, ClearFeed, and HaloITSM. See all Freshservice alternatives →

Listing history

Updates to the facts on this page, from vendor changes and our own re-checks.

See every change across the directory →

Sources for the facts on this page

Updated October 2026

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