Audyense
Freshservice
Customer Support · www.freshservice.com
Overview
Freshservice is an AI-powered IT service management (ITSM) platform from Freshworks, built on ITIL best practices. It unifies incident, change, and problem management with a connected asset database (CMDB) on one platform, aimed at mid-market and enterprise IT teams that need structured service delivery beyond a basic help desk.
The problem Freshservice solves
IT teams running email-based or ad hoc support often lack accountability, SLA tracking, and a connected view of the assets tied to each ticket. Freshservice solves this by combining ITIL-based incident, change, and problem management with a service catalog, SLA management, and a connected CMDB in one platform, so IT departments can move off spreadsheets and inboxes into a structured, auditable service desk.
Decision context
Use these points to test whether the product fits your operation, not just whether it has a long feature list.
- Published starting price: $19 per agent / month. Confirm user, usage, and feature limits for the plan you would actually buy.
- Deployment: cloud. Check security, data-residency, and access requirements for every team that will use it.
- Verified integrations include Slack, Microsoft Teams, Azure Active Directory, Microsoft Intune, Microsoft Active Directory, Azure DevOps. Validate sync direction and plan limits for the connections that matter.
- This record was last checked on 7/25/2026; pricing and features can change.
How to evaluate Freshservice
A listing helps create a shortlist; a trial with the team’s real workflow decides whether the tool fits. Use this reading with the structured facts and confirm changes with the vendor.
Workflow fit
The record describes it as a fit for Mid-market and enterprise IT teams that need full ITIL processes (incident, problem, change, release) beyond a basic help desk., Organizations that want ITSM, asset management (CMDB), and IT operations in one connected platform rather than stitched-together point tools., Teams that need to go live quickly — reviewers cite fast onboarding and setup.. Check that this context matches the volume, roles, and processes your team needs it to support.
Pilot questions
- Can Freshservice complete the critical workflow without manual work outside the product?
- Do the recorded connections (Slack, Microsoft Teams, Azure Active Directory, Microsoft Intune) support the sync direction, permissions, and volume we need?
- What user, usage, storage, support, or security limits appear after the headline starting price?
Evidence and freshness
This record was checked on 7/25/2026. That date tells you when the record was reviewed, not that the vendor has left its terms unchanged since then.
Best for
- Mid-market and enterprise IT teams that need full ITIL processes (incident, problem, change, release) beyond a basic help desk.
- Organizations that want ITSM, asset management (CMDB), and IT operations in one connected platform rather than stitched-together point tools.
- Teams that need to go live quickly — reviewers cite fast onboarding and setup.
Not a fit if
- Teams wanting a genuinely free plan — Freshservice only offers a 14-day trial, no forever-free tier.
- Organizations whose top priority is deep, highly customizable native reporting — this is the most consistently cited weak point across review platforms.
Why it’s listed
- Full ITIL process coverage (incident, problem, change, release) not just basic ticketing.
- Connected asset management (CMDB) alongside the service desk, confirmed on the official pricing page.
Pricing
Starter
$19 per agent / monthEntry ITSM tier for small teams starting service management.
- Knowledge management
- Task management
- Support portal
- Omnichannel support
Growth
$49 per agent / monthAdds structured service delivery for growing teams.
- Everything in Starter
- Service catalog
- SLA management
- On-call management
- Cloud management
Pro
$99 per agent / monthFor teams running full ITIL processes.
- Everything in Growth
- Problem management
- Change management
- Major incident management
- Release management
- Employee journeys
Enterprise
Custom pricingFull platform with AI included at no extra cost.
- Everything in Pro
- Sandbox
- Audit logs
- Freddy AI Agent (Classic)
- Freddy AI Insights included
Features
Integrations
Security & compliance
Pros & cons
Pros
- Clean, intuitive interface with fast admin and end-user onboarding.
- Strong workflow automation that cuts manual ticket routing and escalation work.
- Solid built-in asset management and CMDB alongside ticketing.
- Good value-to-price ratio compared to enterprise ITSM tools like ServiceNow.
Cons
- Reporting is a recurring weak spot — often needs manual export to Excel for real customization.
- Advanced features like change, problem, and release management are gated behind higher-priced tiers.
- Mobile app functionality is more limited than desktop for some reviewers.
- Complex automations and API integrations can surface occasional bugs and lag.
What we found
Reviewers on G2, Capterra, and TrustRadius consistently praise the clean interface, fast onboarding, and strong workflow automation for cutting manual ticket routing. The most repeated criticism across all three platforms is reporting — customization is limited and many reviewers say they end up exporting to Excel for real analysis.
Ratings and review counts come from public review platforms. We link to the original source and keep the underlying review text out of this profile.
User reviews
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