PLATFORM PROFILE

Freshservice: ITSM platform profile for mid-market teams (2026)

Freshservice pairs certified ITIL practices and a discovery-fed CMDB with public prices, and now has a business teams offering for HR, finance, facilities and legal.

IN SHORT

Freshservice documents 10 of 13 capabilities in our fact grid, partly documents 2, and 1 are not in our sources. Fits when: IT teams that want certified ITIL practices and published prices, with a route for business teams later. Its main limits: Problem and change management need Pro at $99 per agent a month, and the Freddy AI Copilot is a $29 add-on.

By The Ticket Desk · ITSM Compared · Published 2026-10-11

Desk research from public vendor pages, pricing pages and G2 pages read on 27 September and 11 October 2026. Profiles follow our published method; we did not test the products.

At a glance

Company: Freshworks
Deployment: Cloud (SaaS).
Starting price: $19 per agent per month (Starter, billed annually)
Entry-plan milestones: 2 of 6
Fits when: IT teams that want certified ITIL practices and published prices, with a route for business teams later
Website: Visit Freshservice site

What does Freshservice document?

Free plan or trialDocumented
14-day trial with all features.
Source: Freshservice pricing · Read 11 Oct 2026
Published priceDocumented
Starter $19, Growth $49, Pro $99 per agent a month, annual.
Source: Freshservice pricing · Read 27 Sep 2026
Self-service portal or catalogDocumented
Service catalog and SLA management from Growth.
Source: Freshservice pricing · Read 27 Sep 2026
AI triage and routingPartly
Freddy AI routes issues to the right agent, described in a general service context.
Source: Freshworks Freddy AI · Read 27 Sep 2026
AI agentsDocumented
Freddy AI Agent Studio for building AI agents.
Source: Freshservice product page · Read 27 Sep 2026
Configuration tools for non-specialistsPartly
Agent Studio for agents; workflow configuration for non-specialists is not described.
Source: Freshservice product page · Read 27 Sep 2026
Departments beyond ITDocumented
Freshservice for Business Teams: HR, finance, facilities, legal.
Source: Freshservice for Business Teams · Read 11 Oct 2026
Incident managementDocumented
Incident management from Starter.
Source: Freshservice pricing · Read 27 Sep 2026
Problem managementDocumented
On Pro and Enterprise.
Source: Freshservice pricing · Read 27 Sep 2026
Change managementDocumented
On Pro and Enterprise.
Source: Freshservice pricing · Read 27 Sep 2026
CMDBDocumented
CMDB built by agentless discovery.
Source: Freshservice IT asset management · Read 27 Sep 2026
IT asset managementDocumented
IT asset management with agentless discovery; asset units in packs of 500.
Source: Freshservice IT asset management · Read 27 Sep 2026
Self-managed optionNot in our sources
Not described on the pages we read.

What does Freshservice put on its entry plan?

On the entry plan
On a higher plan or as a paid add-on
Documented, plan not stated
Not documented on the pages we read

On the entry plan
On a higher plan or as a paid add-on
Documented, plan not stated
Not documented on the pages we read

01 TRYOn the entry plan
14-day trial with access to all features.
Source: Freshservice pricing · Read 11 Oct 2026
02 PRICEOn the entry plan
Starter is $19 per agent a month, billed annually.
Source: Freshservice pricing · Read 27 Sep 2026
03 INTAKEOn a higher plan or as a paid add-on
Service catalog and SLA management start on Growth.
Source: Freshservice pricing · Read 27 Sep 2026
04 AUTOMATEOn a higher plan or as a paid add-on
Freddy AI Copilot is a $29 per agent monthly add-on.
Source: Freshservice pricing · Read 27 Sep 2026
05 EXTENDDocumented, plan not stated
Freshservice for Business Teams serves HR, finance, facilities and legal; the plan is not stated.
Source: Freshservice for Business Teams · Read 11 Oct 2026
06 GOVERNOn a higher plan or as a paid add-on
Problem, change and release management are on Pro and Enterprise.
Source: Freshservice pricing · Read 27 Sep 2026

A filled square means the vendor's own pages place that milestone on the entry plan. It shows packaging, not how well the feature works.

What do Freshservice's plans cost?

Plan	Price	Notes
Starter	$19 per agent/month, billed annually	Incident management; no service catalog or SLA management
Growth	$49 per agent/month	Adds service catalog and SLA management; on-call management
Pro	$99 per agent/month	Adds problem, change and release management; major incident management
Enterprise	Not published	Custom quote
Add-on Freddy AI Copilot	$29 per agent/month	Optional AI add-on
Trial	14 days	Free access to all features

Source: Freshservice pricing · Read 27 Sep 2026

List prices as published on the date shown. Taxes, discounts and negotiated terms are not included.

What else do Freshservice's pages say?

ITIL: Freshworks states Freshservice is a Gold Accredited Tool Vendor with certification across 14 ITIL practices, and PinkVERIFY-certified across six ITSM processes.
Source: Freshservice product page · Read 27 Sep 2026
Practices by plan: Problem, change and release management are on Pro and Enterprise; service catalog and SLA management start on Growth.
Source: Freshservice pricing · Read 27 Sep 2026
CMDB: Agentless discovery builds a CMDB with data from devices, software, storage, cloud resources and their interdependencies, plus SaaS license management.
Source: Freshservice IT asset management · Read 27 Sep 2026
AI: Freddy AI Copilot, Freddy AI Agent Studio and Freddy AI Insights; MCP is mentioned.
Source: Freshservice product page · Read 27 Sep 2026
Public sector: Freshworks said on 6 August 2026 that Freshservice reached FedRAMP "In Process" status toward Moderate.
Source: Freshworks press release: FedRAMP In Process for Freshservice (6 Aug 2026) · Read 27 Sep 2026
Business teams: Freshservice for Business Teams serves HR, finance, facilities and legal teams with requests, approvals and tasks with built-in SLAs and routing, and Freshworks says no ITSM implementation is needed; pricing is not shown on that page.
Source: Freshservice for Business Teams · Read 11 Oct 2026
Trial: A 14-day trial with free access to all features.
Source: Freshservice pricing · Read 11 Oct 2026
Plans: On-call management is included from Growth and major incident management on Pro; asset units for ITAM and CMDB are bought in packs of 500.
Source: Freshservice pricing · Read 11 Oct 2026

Where does Freshservice stand out, and where is it limited?

Strengths

Certified ITIL practice coverage and a discovery-fed CMDB at published prices.
A business teams offering for HR, finance, facilities and legal, and a 14-day trial with all features.

Limits

Problem and change management need Pro at $99 per agent a month, and the Freddy AI Copilot is a $29 add-on.
Pricing for the business teams offering is not shown on its page.

How does Freshservice compare with each alternative?

Questions readers ask

How much does Freshservice cost?

$19 per agent per month (Starter, billed annually). Starter: $19 per agent/month, billed annually; Growth: $49 per agent/month; Pro: $99 per agent/month; Enterprise: Not published; Add-on Freddy AI Copilot: $29 per agent/month; Trial: 14 days. Prices as published on the date shown.

Does Freshservice include change management and a CMDB?

Yes, on Pro and Enterprise. Problem, change and release management start on Pro at $99 per agent a month, and agentless discovery feeds a CMDB.

When does Freshservice fit?

IT teams that want certified ITIL practices and published prices, with a route for business teams later. Run the ITSM fit finder with your own answers to see how its documented capabilities match your team.