Freshservice. Service, assets and operations on the same data layer.
Freshservice is Freshworks’ AI-powered service management platform, built on ITIL best practices. IT service management (ITSM), asset management (ITAM), operations management (ITOM) and enterprise service management (ESM) run on a shared data layer.
At the centre, the structure Freshworks describes as a single platform and shared data layer. Around it: request channels (portal, email, Teams, Slack); ITSM (incident, problem, change); ITAM (assets, CMDB, discovery); ITOM (alerts, on-call, status page); ESM (Workspaces, Journeys); Freddy AI (Agent, Copilot, Insights).
Fact sheet
- ITSM · ITAM · ITOM · ESM
- Freshworks Inc. · San Mateo, USA · NASDAQ: FRSH
- Starter · Growth · Pro · Enterprise; ITAM is packaged separately
- Freshservice · Freshservice for Business Teams · Freshservice for MSPs
- Accreditation in 14 ITIL practices · PinkVERIFY in 6 ITSM processes (Freshworks data)
- Leader in the Gartner 2026 Magic Quadrant for ITSM Platforms (Freshworks announcement)
- Cloud (SaaS) · data centre: US, EUC, AU, IND
Request a live demo
Fill in the form to see the solution with your own processes; it comes preselected in the form, and our team contacts you to arrange the demo.
Request a demo02Who it is for
IT teams first; then HR, finance, facilities and legal.
Freshservice is positioned for organisations that want to start from the IT service desk and open the same platform to non-IT teams. According to Freshworks, 80% of customers go live in under 90 days.
03Which business problems it solves
The inventory is invisible, incidents are resolved late, teams work apart.
As an IT organisation grows, asset information scatters, alert noise hides the real incident and cross-department processes are left to email. Freshservice addresses these problems with the following capabilities:
04Core capabilities
From ITIL processes to asset and operations management.
From detection to permanent resolution
Incident response with automatic routing, unified monitoring, on-call routing and war rooms; post-incident reports with AI. Incident management from Starter, Major Incident management from Pro.
ITIL-based control processes
Root-cause analysis and known errors; a change calendar with maintenance windows, change freeze periods and CAB approval; impact analysis through the CMDB; release planning. The three processes are on the Pro and Enterprise plans.
Standard requests, measurable targets
Auto-populated forms and access-controlled catalogue items; requests from Slack and Microsoft Teams. Multiple SLA policies from Growth, experience targets (XLA) on Enterprise only.
From discovery to the dependency map
Agentless discovery, cloud APIs, CMDB and asset lifecycle. The ITAM Pro package adds contracts, purchase orders, software asset management and SaaS discovery; ITAM Enterprise adds service discovery and an application dependency map.
Alerts, on-call and status page
On-call and cloud management from Growth; alert management, service health and the status page from Pro. Escalation goes through Teams, Slack, WhatsApp, in-app notification, SMS, phone and email.
Workflow Automator and Orchestration Center
Drag-and-drop workflows; cross-system actions such as user provisioning and password resets. Monthly orchestration transactions are limited to 1,000, 2,000, 5,000 and 20,000 from Starter to Enterprise.
Separate workspaces for non-IT teams
Separate data, SLAs, workflows and notifications per department. Workspaces on all plans; access by non-members, account administrators included, can be restricted.
Project portfolio and analytics
Agile, waterfall and hybrid projects; Gantt and kanban views; natural-language reports and anomaly detection. Sandbox and audit logs on Enterprise.
Images from the product
Alerts are grouped and tied to one incident. 
From discovery to dependency map: affected assets in view. 
Incident ticket: priority, SLA due times and conversation on one record. 
Workflow automation: trigger, condition, action.
Freshworks customers
05How it works
Separate record types, processes aligned with ITIL.
Freshservice’s working model can be summarised in five steps:
1. Channels · 2. Separate record types · 3. SLA and priority · 4. Automation · 5. ITIL alignment
06Modules and functional areas
Four areas, six feature groups.
Freshworks summarises the product in four areas: ITSM, ITAM, ITOM and ESM. The features page adds Freddy AI and platform capabilities to these.
- IT Service ManagementIncidentProblemChangeMultichannel supportService catalogueKnowledge baseSLAProjectsWorkflowsXLASmart routing
- Freddy AIFreddy AI Agent StudioFreddy AI CopilotFreddy AI Insights
- IT Asset ManagementAsset lifecycleDiscoveryCMDBDependency mapIP addressesPurchase ordersContractsSoftwareSaaS
- IT Operations ManagementAlertsOn-callMajor incidentsService healthStatus page
- Enterprise Service ManagementWorkspacesJourneysDocument managementSupport portalWorkflow automationKnowledge base
- Freshworks PlatformAnalyticsSandboxMobile appMarketplace
07Industries
Six industries, manufacturing included.
Freshworks describes Freshservice’s use cases for six industries on separate pages. For managed service providers (MSPs), it offers a separate product edition.
08Integration and API
REST API, MCP, orchestration and the Marketplace.
Freshservice connects to external systems through REST API v2, MCP, the Orchestration Center and Marketplace apps. Because call and transaction limits vary by plan, the integration scope should be determined together with the plan choice.
Access into Freshservice from outside: REST API v2 (API key; 100–500 calls a minute depending on the plan), MCP (API key or OAuth; 1,200–12,000 actions a year), Marketplace apps (Microsoft, monitoring, cloud) and ServiceBot in Teams and Slack. Flow out of Freshservice: the Orchestration Center, which runs actions in external systems (1,000–20,000 transactions a month); ITOM escalation via Teams, Slack, WhatsApp, SMS and phone; a Freshdesk account, only in the same data centre.
Freshservice API v2
JSON access to tickets, problems, changes, assets, the CMDB, projects, the service catalogue and approvals; authentication with an API key. The per-minute limit is 100, 200, 400 and 500 calls from Starter to Enterprise. API V1 was retired on 31 May 2023.
Freshservice MCP for AI tools
Became generally available on 10 Sep 2026; authentication by API key or OAuth. Depending on the plan, 25, 50 or 100 actions a minute and 1,200, 6,000 or 12,000 actions a year.
Orchestration Center
External-system actions such as user provisioning and password resets run from within the workflow; the monthly transaction quota depends on the plan.
Teams, Entra ID, Intune, Active Directory, Office 365, Azure DevOps
Microsoft apps in the Marketplace; ServiceBot enables raising requests from within Teams and Slack on all plans.
Monitoring, collaboration and cloud
Jira, Datadog, Slack, Zoom, GitHub, Okta, AWS, Google Cloud, Azure, Qualys, TeamViewer, BeyondTrust and monday.com; Workday on the Business Teams edition.
Freshdesk connection
The Freshservice–Freshdesk integration requires both accounts to be in the same data centre region. As Freshdesk’s UAE region does not exist in Freshservice, the region decision must be made for both products together.
09AI and automation
Freddy AI: AI agents, an agent assistant and insight.
In Freshservice, Freddy AI consists of three components: agents that converse with employees, Copilot, which helps the agent, and Insights, which offers the manager insight. On the Enterprise plan, Agent (Classic) and Insights are included; Copilot is purchased as an add-on on Pro and Enterprise.
AI agents that run workflows
Building agents with your own workflows, knowledge sources and rules; more than 30 ready-made IT and HR workflows. According to Freshworks’ data, the agents work in more than 40 languages in the portal, Teams and Slack.
Included on the Enterprise plan
On Enterprise it includes 1,200 sessions a year per licence. Email AI Agent supports Turkish; Enterprise Search searches content in SharePoint, Confluence and Google Drive.
Agent productivity
Ticket summaries, reply drafts, similar-ticket and field suggestions, article generation, live translation and post-incident reports. An add-on on Pro and Enterprise.
Trend and anomaly alerts
Real-time analytics in natural language and anomaly detection on key metrics; included on the Enterprise plan.
The automatic resolution rates Freshworks publishes are vendor data; they should be measured with a pilot on your own ticket mix. According to the Trust Center FAQ, the generative capabilities run on Azure OpenAI models. The scope of Agent Studio’s governance and analytics controls must be confirmed at proposal stage.
10Deployment · security · releases
A cloud service; the data centre is chosen on every plan.
Freshservice is a cloud service operated by Freshworks. Data location, compliance and plan scope should be settled before the purchase decision.
Four plans; each adds to the one before. Starter: incident management, Workspaces and SSO, data centre choice. Growth: service catalogue, SLA management, on-call and cloud management. Pro: problem, change and release management; major incident management and Journeys; alert management, service health and the status page. Enterprise: XLA; sandbox and audit logs; Freddy AI Agent (Classic) and Insights included.
11Decision criteria
When it is a strong candidate.
The criteria below are derived from the capabilities Freshworks publishes; whether they hold for your organisation is established in Assess.
When it is a strong candidate
Which record types the service processes are run with, and which plan scope is needed, is established with evidence in Assess.
12Questions
Frequently asked before a decision.
Answers about the product rest on the vendor’s official sources; for the current state, see the sources section.
Freshworks describes Freshservice as a platform built on ITIL best practices and states accreditation in 14 ITIL practices and PinkVERIFY certification in six ITSM processes. Which practice is on which plan can be seen on the pricing page; the certification scope should be requested in writing.
Yes. Turkish (tr) is among the 36 languages Freshservice supports; the interface is displayed in the language chosen by the signed-in user. Multiple portal languages are offered on all plans, and Email AI Agent supports Turkish.
Both are Freshworks products. Freshdesk is for support teams serving external customers; Freshservice is for the services IT and business teams provide to employees. The two products can be integrated; this requires the accounts to be in the same data centre region.
Yes. With Workspaces, separate workspaces are opened for HR, finance, facilities and legal; the Business Teams edition provides service delivery without requiring an ITSM setup. The Business Agent licence for non-IT users is offered on the Pro and Enterprise plans.
The ITSM plans include the ITAM Growth package and 100 ITAM Growth asset units. Contracts and purchase orders, software asset management and SaaS discovery are in ITAM Pro; service discovery, the application dependency map and the business service map are in the ITAM Enterprise package.
Yes. According to Freshworks, Freshservice offers a searchable service catalogue and a branded self-service portal where employees request services, which reduces dependence on the IT team.
Freshservice’s AI, Freddy AI, triages and summarises tickets and gives agents recommendations. A virtual agent in Slack and Microsoft Teams helps employees resolve issues without filling in forms.
Yes. Workflow Automator and Supervisor rules automate event-based and time-based actions. The Orchestration Center runs automated steps in third-party tools such as Okta, Azure AD, AWS and Slack.
According to Freshworks, Freshservice integrates with a wide marketplace that includes native connectors for Slack, Jira, DocuSign and Azure AD. Orchestration apps for identity, cloud and collaboration systems are also available.
According to Freshworks, signing up gives 14 days of unrestricted access to all Freshservice features; after that, a suitable plan is chosen.
Yes. In Freshservice an agent can be full-time or occasional. People who need the service desk only now and then use Day Passes; three are included free at sign-up.
As a Freshworks partner, MindDX sells licences and provides implementation services for Freshservice. Assessment, design, integration scoping, training and support are also among the roles it can take on; which of them it takes on in your project is written explicitly into the proposal, together with the validated scope.
This page gives no product price, licence, edition fee or duration. They are shared by a consultant after the scope has been validated.
13Related content and sources
Related solution categories
Related insights
All insightsSources and verification
14How to start with MindDX
The road to this product does not start with the product.
The service management decision is made in your processes, not in a demo. Assess shows, with reasons, whether the need is met by standard capability and settles what changes, why and in which order as a validated scope; the implementation proposal comes out of that scope.
As a Freshworks partner, MindDX sells licences and provides implementation services for Freshservice. Which roles MindDX takes on in your project — licence, assessment (Assess · Checkup / Discover / Audit), fit / gap analysis, solution design, implementation, integration scoping, process redesign, training and support — is written explicitly into the proposal, together with the validated scope.
Freshservice is not a MindDX Platform module and there is no technical integration between the Platform and Freshservice. The Platform governs selection and readiness with evidence: assessment, requirements, evidence, BPMN design and decision → design → test → acceptance traceability.
MindDX Platform