IT Management / IT Service Management (ITSM) Software

Freshservice Review, Pricing, Pros & Cons

Freshservice is Freshworks' IT service management product for internal IT support, service requests, incidents, problems, changes, service catalogs, assets, and employee service delivery.

Research by Global Tool Radar Research SystemEvidence checked: Oct 7, 2026AI-assisted · No Global Tool Radar hands-on testView research methodology

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Buying snapshot

Quick buying snapshot

A compact view of who this tool fits, what it costs, and what to confirm before choosing it.

Best for

An internal IT service desk needs ITIL-aligned incident, request, knowledge, SLA, problem, and change workflows: Freshservice is built on ITIL best practices and the current plan ladder progressively adds service catalog, SLA, problem, change, release, and major-incident capabilities.
The organization wants transparent per-agent pricing for core ITSM tiers: Starter, Growth, and Pro have current public per-agent USD rates, while Enterprise is clearly separated as custom pricing.

More buying conditions

Employees should create and manage IT requests from Microsoft Teams or Slack: ServiceBot on Microsoft Teams and Slack is included across the current IT-team plan comparison.
The organization uses Microsoft Entra ID for SSO: Freshservice has current first-party instructions for SAML SSO using Microsoft Entra ID.
An enterprise IT team needs low-code workflows, advanced reporting, and enterprise-grade service operations: Freshworks explicitly positions Freshservice for enterprise IT teams and provides Pro/Enterprise capabilities for advanced ITSM and governance.
State, local, education, or other public-sector IT teams need a modern ITSM platform without a current federal FedRAMP authorization requirement: Freshservice has a dedicated government offering and current public-sector adoption, while its federal FedRAMP Moderate authorization is still In-Process.

Not for

A U.S. federal procurement requires a fully FedRAMP Moderate-authorized Freshservice environment today: Freshworks' latest public status says Freshservice is FedRAMP Moderate In-Process, not yet fully authorized.

Pricing

Freshservice IT-team plans use per-agent subscription pricing for Starter, Growth, and Pro, with distinct annual-billed and monthly-billed USD states visible in official Freshworks pricing/comparison pages. Enterprise is custom-priced through sales. Billing cadence does not establish a minimum contract commitment.
Freshservice Starter · $19 USD · per agent · per month · Starter USD annual-billing state · billed annually · Freshservice Starter plan for IT teams in the observed USD billing state

Free or trial access

Freshservice offers a 14-day free trial with no credit card required and no stated commitment.

Product scope

Product functionality and purchase scope

Freshservice is Freshworks' AI-powered service-operations platform for internal IT service management, asset management, IT operations, and enterprise service management. The exact IT-team pricing ladder currently contains Starter, Growth, Pro, and Enterprise.

Product checked: Oct 3, 2026

Functionality reviewed

Freshservice for IT teams
Starter, Growth, Pro, and Enterprise IT-team editions
ITSM capabilities including incident, request, knowledge, SLA, service catalog, problem, change, release, and major-incident workflows
Included plan-specific ITOM, ITAM, ESM, automation, API, and AI capabilities shown in the current Freshservice IT-team comparison

Non-target functionality excluded from scoring

Freshservice for Business Teams as a separate commercial product/pricing route
Freshservice for MSPs as a separate commercial product/pricing route
Freshdesk and other Freshworks customer-service products
Third-party marketplace apps as separate products
The 14-day free trial as temporary evaluation access

Pricing plans

Freshservice pricing table

Pricing checked: Oct 3, 2026

Official factConfidence 99%1 linked source

Current IT-team annual-billing prices are Starter USD 19/agent/month, Growth USD 49/agent/month, and Pro USD 99/agent/month, all billed annually; Enterprise is custom-priced. An official comparison page also exposes USD monthly-billing states of 29, 59, and 119 per agent/month for Starter, Growth, and Pro. Freddy AI Copilot is separately priced at USD 29/agent/month billed annually for supported plans, and the plan comparison lists separately purchased automation/action packs. The reviewed pricing pages do not establish a minimum contract term for these plan states.

Official pricing page

Pricing cautions

Annual-billed and monthly-billed USD states differ: Starter, Growth, and Pro have lower per-month rates in the annual-billing state than in the official monthly-billing comparison; buyers should compare the exact billing state.
Enterprise price is custom rather than numeric: The current Enterprise plan is shown as Custom with a Contact us route, so a deterministic public Enterprise amount is unavailable.
Base subscription price does not include every optional AI or automation pack: The current pricing comparison separately prices Freddy AI Copilot and lists separately purchasable orchestration, connector-task, e-signature, and MCP-action packs.
Billing cadence does not establish minimum commitment: The reviewed pages state annual or monthly billing for observed rates but do not state a minimum contract commitment for those plan states.

PlanPriceKey differencesBest for

Freshservice StarterFreshservice Starter for IT teamsSupporting pricing evidence

$19 USD · per agent · per month · Starter USD annual-billing state · billed annually · Freshservice Starter plan for IT teams in the observed USD billing state
$29 USD · per agent · per month · Starter USD monthly-billing state · billed monthly · Freshservice Starter plan for IT teams in the observed USD billing state

Incident management: Included; Starter.
Knowledge management: Included; Starter.
ServiceBot on Microsoft Teams and Slack: Included; Starter.
API access limit: 100 API calls/minute; Starter.

IT teams that need a core service desk with incident management, knowledge management, tasks, support portal, omnichannel support, and workflow automation.

Freshservice GrowthFreshservice Growth for IT teamsSupporting pricing evidence

$49 USD · per agent · per month · Growth USD annual-billing state · billed annually · Freshservice Growth plan for IT teams in the observed USD billing state
$59 USD · per agent · per month · Growth USD monthly-billing state · billed monthly · Freshservice Growth plan for IT teams in the observed USD billing state

Service catalog: Included; Growth.
SLA management: Included; Growth.
On-call management: Included; Growth.
API access limit: 200 API calls/minute; Growth.

Growing IT teams that need Starter capabilities plus a service catalog, SLA management, on-call management, cloud management, and MSP mode.

Freshservice ProFreshservice Pro for IT teamsSupporting pricing evidence

$99 USD · per agent · per month · Pro USD annual-billing state · billed annually · Freshservice Pro plan for IT teams in the observed USD billing state
$119 USD · per agent · per month · Pro USD monthly-billing state · billed monthly · Freshservice Pro plan for IT teams in the observed USD billing state

Problem management: Included; Pro.
Change management: Included; Pro.
Major incident management: Included; Pro.
Freddy AI Copilot: $29/agent/month billed annually; Pro optional AI add-on.
API access limit: 400 API calls/minute; Pro.

Mature ITSM teams that need problem, change, major incident, workload, and release management plus richer employee-service and analytics capabilities.

Freshservice EnterpriseFreshservice Enterprise for IT teamsSupporting pricing evidence

Requires quote · Freshservice Enterprise custom-price state · custom quote · Freshservice Enterprise plan for IT teams

Sandbox: Included; Enterprise.
Audit logs: Included; Enterprise.
Freddy AI Agent (Classic): Included; Enterprise.
API access limit: 500 API calls/minute; Enterprise.

Enterprise IT organizations that need Pro capabilities plus sandbox, audit logs, Freddy AI Agent (Classic), Freddy AI Insights, and higher platform limits.

Plan upgrade triggers

Verified plan boundaries that can change the required edition.

Freshservice Starter Freshservice Growth

Need service catalog, SLA management, on-call management, cloud management, or MSP mode.

Supporting pricing evidence

Freshservice Growth Freshservice Pro

Need problem management, change management, major incident management, workload management, release management, or employee journeys.

Supporting pricing evidence

Freshservice Pro Freshservice Enterprise

Need sandbox, audit logs, Freddy AI Agent (Classic), Freddy AI Insights, or the highest published API limit.

Supporting pricing evidence

License calculator

License cost scenarios

Adjust the license quantity to compare public recurring rates across the available plans.

PlanLicense quantity

PlanPriceMonthly equivalent12-month license-rate estimate

Freshservice StarterStarter USD annual-billing state$19.00 USD / agent / month$95.00 USD$1,140.00 USD

License-rate calculation only. It excludes implementation, migration, training, support, taxes, add-ons, usage charges, and negotiated discounts unless they are explicitly included in the displayed public rate.

What is included, connected, or sold separately

Product scope

What is included, connected, or sold separately

Material capabilities are separated by their verified relationship to the target product.

Freddy AI Copilot optional AI capability on supported upper-tier plansAdd-on

The current pricing page explicitly shows the USD 29/agent/month billed-annually add-on under Pro and Enterprise.

Plan: Freshservice Starter: Not verified · Freshservice Growth: Not verified · Freshservice Pro: Optional add-on · Freshservice Enterprise: Optional add-onFreddy AI Copilot

Official source

SAML single sign-on with Microsoft Entra IDNative integration

Freshservice Support provides current first-party setup instructions.

Microsoft Entra ID

Official source

ServiceBot support in Microsoft Teams and SlackNative integration

The current plan comparison marks ServiceBot on Microsoft Teams and Slack across all four IT-team plans.

Plan: Freshservice Starter: Included · Freshservice Growth: Included · Freshservice Pro: Included · Freshservice Enterprise: IncludedMicrosoft Teams and Slack

Official source

MSP Mode for multiple client portals from Growth upwardPlan-dependent capability

Core Freshservice includes an MSP Mode feature from Growth upward; Freshservice for MSPs is still a separate commercial product.

Plan: Freshservice Starter: Unavailable · Freshservice Growth: Included · Freshservice Pro: Included · Freshservice Enterprise: Included

Official source

Problem, change, major-incident, workload, and release management from Pro upwardPlan-dependent capability

The current comparison shows these advanced ITSM capabilities in Pro and Enterprise.

Plan: Freshservice Starter: Unavailable · Freshservice Growth: Unavailable · Freshservice Pro: Included · Freshservice Enterprise: Included

Official source

Sandbox, audit logs, Freddy AI Agent (Classic), and Freddy AI Insights in EnterprisePlan-dependent capability

These capabilities are shown only in Enterprise on the current plan comparison.

Plan: Freshservice Starter: Unavailable · Freshservice Growth: Unavailable · Freshservice Pro: Unavailable · Freshservice Enterprise: Included

Official source

Service catalog and SLA management from Growth upwardPlan-dependent capability

The current comparison shows service catalog and SLA management beginning with Growth.

Plan: Freshservice Starter: Unavailable · Freshservice Growth: Included · Freshservice Pro: Included · Freshservice Enterprise: Included

Official source

Marketplace integration with Jira Service ManagementThird-party integration

Freshworks Marketplace lists a verified integration published by IntegrateCloud Inc.

Jira Service Management

Official source

Marketplace integration with ServiceNow incidentsThird-party integration

Freshworks Marketplace lists a ZigiOps integration published by Zigiwave.

ServiceNow

Official source

How the score is calculated

Scoring method

How the score is calculated

The score uses the category-specific buying dimensions below and their displayed weights.

This page is based on public product information, official sources, structured feature data, and AI assessment. It is not a hands-on lab test unless explicitly stated. Confidence percentages describe our research indicators, not the probability that a claim is true or a measured accuracy rate.

Evidence confidence: 83%
AI claim confidence: 99%
Required-field evidence status: 100%
Evidence freshness: 100%
Field traceability: 100%
Model agreement: 87%

Why this confidence level

Evidence confidence uses source level and claim-to-source support; AI claim confidence is shown separately.
Required-field evidence status measures whether weighted required claims have evidence links; it does not mean every product behavior was independently verified.
8 of 8 weighted claims have evidence links.
6 A1 documentary official sources and 8 A2 official product sources are linked.
11 independent review sources are retained, including 2 professional sources with an explicit hands-on method.
No weighted claim is past the review window.
No blocking evidence conflict was identified.

Incident resolution workflow25%

Incident management is included in Starter, and the supplied product facts describe incident workflows across the IT service desk; confirm that the team's needed prioritization, escalation, and collaboration rules are covered in its chosen configuration.

Change and problem control20%

Pro includes problem, change, and major-incident management, while these formal processes are not listed for Starter or Growth; teams needing controlled remediation should confirm the Pro process scope and approvals.

Request and service catalog quality20%

Growth includes the service catalog and request-focused fulfillment capabilities, while Starter's documented scope is narrower; teams needing guided catalog requests should validate Growth workflows against their service list.

SLA and escalation automation15%

Growth includes SLA management and on-call management, but the supplied facts do not detail breach warnings, escalation rules, or notification behavior; buyers should test those rules against their service commitments.

ITSM reporting and governance10%

Enterprise includes audit logs and Pro includes workload management, while the supplied facts do not establish the full reporting, SLA-health, or compliance-report scope; buyers needing those controls should confirm availability in the quoted plan.

Knowledge and self-service fit10%

Knowledge management is included in Starter and ServiceBot supports Teams and Slack, giving teams documented knowledge and channel options; validate knowledge discovery and employee self-service behavior for the intended workflows.

Public review signals

Ratings and themes reported by public review sites

Capterra: 4.5/5 (802 reviews); G2: 4.6/5 (1,359 reviews); GetApp: 4.6/5 (802 reviews); PeerSpot: 4.1/5 (40 reviews); Serchen: 5/5 (3 reviews); Software Advice: 4.6/5 (802 reviews); SoftwareReviews: 8.4/10 (85 reviews); SourceForge: 4.4/5 (9 reviews); TrustRadius: 8.3/10 (361 reviews and ratings)

Public review signals updated: Oct 7, 2026

Commonly reported strengths

G2 highlights an intuitive interface and workflow automation.
Capterra highlights centralized collaboration and time-saving workflow automation.

Commonly reported concerns

G2 and Capterra identify limits in reporting depth or flexibility.
Capterra highlights customization and interface restrictions.

Capterra4.5/5

Review count: 802 reviews
Source context: Public ratingExact product

History baseline established · Oct 7, 2026
A trend will appear after the next verified snapshot.

Freshservice Review, Pricing, Pros & Cons

Quick buying snapshot

Product functionality and purchase scope

Freshservice pricing table

Plan upgrade triggers

License cost scenarios

What is included, connected, or sold separately

How the score is calculated

Ratings and themes reported by public review sites

Commonly reported strengths

Commonly reported concerns

Limited review signals

Marketplace app signals

TechRadar and Tech.co favor Freshservice's accessible service and asset workflows

TechRadar finds FreshService combines approachable ITSM workflows with capable automation and asset management.

Tech.co recommends Freshservice for managing fixed IT assets alongside service desk work.

Freshservice tag profile

Freshservice core capabilities

Why it is worth considering

What to confirm before buying

AI buying perspectives

How this page was researched

Freshservice source links

Freshservice FAQ

Common Freshservice comparisons

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