Freshworks / freshworks.com
AI-powered IT service management platform providing Freddy AI virtual agent, AI ticket classification, automated workflows, and ITSM for IT teams managing employee service delivery.
Pricing
Free
Free plan
No
Category
Developer Tools
Platforms
3
Free plan
No
API access
No
Open source
No
Platforms
3
Freshservice is Freshworks' IT service management (ITSM) platform — providing AI-powered service desk, incident management, asset management, change management, and problem management for IT teams managing internal employee service delivery. Freddy AI powers the virtual agent — answering employee IT questions, resolving common issues (password resets, software access requests, VPN troubleshooting), and deflecting tickets from human agents. AI Ticket Classification automatically categorises incoming tickets by type, priority, and routing — reducing manual categorisation work and ensuring tickets reach the correct team without human sorting. Auto-Assignment routes tickets to the most appropriate available agent based on skills, workload, and category — ensuring tickets go to the right person first without manual queue management. Workflow Automator provides no-code workflow building — automating repetitive ITSM processes like approval routing, notification sending, and status updates based on triggers and conditions. Asset Management tracks all IT hardware and software — discovery, inventory, and lifecycle management with financial tracking for depreciation. Change Management controls the change advisory board process — planned changes reviewed, approved, and tracked with rollback procedures. Service Catalog provides a self-service portal for common IT requests — employees ordering software, hardware, and access through a structured catalogue. With mid-market to enterprise IT team adoption, Freshservice validates as an accessible ITSM platform within the Freshworks ecosystem.
Freshservice AI runs as llm assistant software built around text workflows. Users typically start with a prompt, upload, or connected data source, and the underlying model handles the heavy lifting before returning a result you can refine or export. It's available on web, ios, and android.
The capabilities that matter most for teams evaluating Freshservice AI.
Virtual agent deflecting common IT tickets through automated resolution — password resets, access requests, and common troubleshooting without human agent involvement.
Automatic ticket categorisation and routing — eliminating manual sorting and ensuring correct team assignment on first touch.
No-code ITSM automation for approval routing and status updates — IT process automation without development resources.
Starter $19/agent/month. Growth $49/agent/month. Pro $95/agent/month. Enterprise $119/agent/month.
Model
Freemium
Starting price
Free
Free trial
Yes
ServiceNow (covered) provides enterprise ITSM. Jira Service Management (rank 957) provides Atlassian-ecosystem ITSM. Ivanti (rank 958) provides ITSM with endpoint management. Zendesk (covered) provides customer-facing support.
A side-by-side look at the closest alternative in this category.
Key facts about model providers, platforms, and team support.
Model Provider
Freshworks Freddy AI
Platforms
Web, iOS, Android
Deployment
SaaS
Integrations
Jira, Slack, Microsoft Teams, Active Directory, API
Team Collaboration
Yes
Launch Year
2023
Compliance signals and data-handling notes as reported by the vendor.
SOC 2 Type II. ISO 27001. GDPR compliant. FedRAMP eligible. Enterprise data handling agreements.
IT service and asset data processed on Freshworks cloud. Freddy AI processes ticket content for classification and resolution.
Verified reviews from signed-in users, stored in the backend and averaged into this tool's rating.
Editorial Verdict
Freshservice is the best AI ITSM for mid-market IT teams wanting Freddy AI ticket deflection, automated classification, no-code workflow automation, and asset management at accessible pricing.
Last verified July 24, 2026.
Starter $19/agent/month. Growth $49/agent/month. Pro $95/agent/month. Enterprise $119/agent/month.
Free (3 agents). Standard $17.65/agent/month. Premium $44.27/agent/month. Enterprise custom.
SOC 2 Type II. ISO 27001. GDPR compliant. FedRAMP eligible. Enterprise data handling agreements.
SOC 2 Type II. ISO 27001. GDPR compliant. FedRAMP High. Enterprise data handling agreements.
IT service and asset data processed on Freshworks cloud. Freddy AI processes ticket content for classification and resolution.
IT service and asset data processed on Atlassian cloud. Atlassian Intelligence AI processes ticket content through Atlassian's AI infrastructure.
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