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What Is Freshservice?

Freshservice is an AI-powered IT Service Management (ITSM) and Enterprise Service Management (ESM) solution designed to simplify and automate your support workflows. By combining enterprise-grade capabilities with a refreshingly user-friendly interface, Freshservice transforms IT from a cost center into an engine of value creation.

Whether you’re an IT help desk, operations team, or a cross-functional department, Freshservice offers a unified platform where you can:

• Automate repetitive tasks with codeless drag-and-drop workflows.
• Collaborate seamlessly across channels—email, chat, Slack and more.
• Monitor assets, incidents, and changes in real time via an auto-updating CMDB.
• Leverage built-in AI (Freddy AI) for self-service, speedy resolutions, and insightful analytics.

In short, Freshservice equips your teams with the tools they need to deliver exceptional service, maximize efficiency, and drive digital transformation—without the headache of complex setups.

Features

Freshservice packs a robust suite of features into an intuitive, AI-enhanced platform. Below is a closer look at the standout offerings that set it apart.

Freddy AI

Freddy AI is Freshservice’s built-in artificial intelligence engine that supercharges your service desk operations.

• Self-service Bot: Empowers users to find answers instantly, reducing ticket volume.
• Agent Assistant: Provides suggested responses and resolutions, cutting average handle time.
• Manager Insights: Generates performance dashboards and recommendations for process improvements.

Omnichannel Support

Keep all communications in one unified view, ensuring nothing slips through the cracks.

• Email & Chat Integration: Manage tickets from email, live chat, and messaging apps like Slack.
• Incident Management: Escalate and track major incidents with real-time alerts.
• Password Resets & Requests: Automate common service requests and speed up resolutions.

IT Service Management (ITSM)

Freshservice delivers a comprehensive ITSM framework that includes incident, problem, change, and release management—all enhanced by powerful automation.

• Automated Workflows: Use drag-and-drop builders to route, escalate, and resolve tickets without code.
• SLA Management: Define and monitor service levels to ensure compliance.
• CMDB: A central configuration management database that tracks hardware, software, and SaaS assets.

IT Operations Management (ITOM)

Consolidate your operational processes into one platform that fosters collaboration between DevOps and IT teams.

• Alert Management: Integrate with monitoring tools to auto-create tickets from alerts.
• Root Cause Analysis: Use AI-powered insights to identify recurring issues.
• Change Enablement: Automate approvals and safety checks to minimize risk.

IT Asset Management (ITAM)

Keep track of every endpoint with real-time visibility across hardware, software, and cloud resources.

• Auto-Discover Assets: Scan networks to populate your CMDB automatically.
• License Compliance: Monitor software usage and avoid audit penalties.
• Procurement Integration: Link purchase modules to manage asset lifecycles end-to-end.

IT Modernization

Modernize your infrastructure and processes to reduce manual work and make data-driven decisions.

• Low-Code Automations: Build complex workflows without writing a single line of code.
• Integrated Apps: Connect with leading enterprise tools—ERP, CRM, HR systems—for seamless data flow.
• Analytics & Reporting: Leverage customizable dashboards to measure efficiency and ROI.

Pricing

Freshservice offers flexible plans designed to scale with organizations of all sizes. Whether you’re a small team or a global enterprise, there’s a plan built to fit your requirements and budget.

Starter Plan

• Who It Suits: Small teams or startups just getting started with ITSM.
• Price: $19 per agent/month (billed annually).
• Key Inclusions:
  • Core ticketing and knowledge base.
  • Email and portal support.
  • SLA management and reporting.

Growth Plan

• Who It Suits: Growing organizations needing more automation and self-service.
• Price: $49 per agent/month (billed annually).
• Key Inclusions:
  • Everything in Starter +
  • Freddy AI for self-service and agent assistance.
  • Automations (up to 100 actions/day).
  • Asset management and basic CMDB.

Pro Plan

• Who It Suits: Mid-sized businesses requiring advanced workflows and integrations.
• Price: $79 per agent/month (billed annually).
• Key Inclusions:
  • Everything in Growth +
  • Advanced automations (up to 1,000 actions/day).
  • Change, release, and problem management.
  • Advanced analytics and reports.

Enterprise Plan

• Who It Suits: Large enterprises needing full-scale ITSM/ITOM and custom SLAs.
• Price: Contact sales for pricing.
• Key Inclusions:
  • Unlimited automations.
  • Premium SLA management.
  • Dedicated account manager.
  • 24×7 enterprise support.

Don’t forget: by choosing an annual plan you can Save up to $300/user with Freshservice annual plans Today—a phenomenal cost-saving opportunity. Ready to lock in this deal? Click here: Freshservice.

Benefits to the User (Value for Money)

Freshservice delivers a host of benefits that ensure you get maximum return on your investment:

• Reduced Ticket Volumes: Automations and self-service slash routine requests by up to 60%, freeing agents for high-value tasks.
• Faster Resolution Times: AI-driven suggestions and unified views cut average resolution times in half, improving user satisfaction.
• Lower Operational Costs: Consolidating tools into one platform reduces licensing fees and maintenance overhead.
• Improved Compliance: Real-time asset tracking and robust SLAs ensure you meet regulatory standards without extra manual effort.
• Scalable Growth: Modular plans let you start small and expand features as your needs evolve, protecting against overpaying.
• Enhanced Visibility: Dashboards and reports provide data-driven insights to optimize processes and ROI.

Customer Support

When it comes to assistance, Freshservice offers a truly global support footprint. Users can access documentation, community forums, and a dedicated help portal 24×7. Live chat and email support are available around the clock for critical issues, ensuring you’re never left waiting during an incident.

For enterprise customers, there’s also phone support and a dedicated account manager to fast-track resolutions. The support team is known for quick response times—typically under 15 minutes for high-priority tickets—and a friendly, knowledgeable approach to troubleshooting complex scenarios.

External Reviews and Ratings

On reputable platforms like G2 and TrustRadius, Freshservice consistently ranks among the top ITSM solutions:

• G2: 4.4/5 stars from 2,000+ reviews—praised for ease of use and robust AI features.
• TrustRadius: 8.5/10 average rating—users highlight seamless automation and great support.
• Capterra: 4.5/5 rating—valued for quick deployment and intuitive UI.

Negative feedback often centers on pricing for smaller teams and occasional learning curve for advanced automations. Freshservice addresses these concerns by offering extensive onboarding resources and flexible plan adjustments to suit tighter budgets.

Educational Resources and Community

Freshservice backs up its platform with a wealth of learning materials:

• Official Blog: Regular posts on ITIL best practices, automation tips, and product updates.
• Video Tutorials: Step-by-step guides on YouTube covering setup, workflows, and advanced features.
• Documentation: Comprehensive knowledge base and API references for developers and admins.
• User Community: Active forums where customers share workflows, custom scripts, and integrations.
• Webinars & Events: Live and on-demand sessions hosted by Freshworks experts and industry leaders.

Conclusion

After exploring every angle of Freshservice—from its AI-powered automations to its comprehensive ITSM and ITOM capabilities—it’s clear that this platform stands out for its simplicity, scalability, and solid ROI. Whether you’re a small help desk or a sprawling enterprise, the ability to Save up to $300/user with Freshservice annual plans Today makes this the ideal moment to act.

If you’re ready to elevate your service management, streamline operations, and seize this limited promo, don’t wait. Try Freshservice Free for 14 days Today by clicking the link below and locking in your discount before it’s gone:

Try Freshservice Free for 14 days Today