Freshservice

About Freshservice

Freshservice is Freshworks' IT Service Management platform built for internal IT teams. Where Freshdesk handles customer-facing support, Freshservice manages the requests, incidents, and assets that keep your company running — employee onboarding, hardware requests, software access, and infrastructure incidents all flow through a single, organized system. The platform is built around ITIL best practices with modules for incident management, problem management, change management, and asset management out of the box. Agents get a unified inbox with SLA enforcement, automated routing, and escalation policies so nothing slips through the cracks. The AI layer — Freddy AI — handles ticket categorization, suggests solutions from your knowledge base, and flags anomalies before they become outages. Freshservice integrates with Slack, Microsoft Teams, Jira, and the broader Freshworks suite so employees can file IT requests without leaving the tools they already use. For growing teams, the asset management module tracks every piece of hardware and software license in one place, reducing the shadow IT sprawl that emerges as companies scale. Pricing is per-agent and steps up with advanced automation, change management, and project management features. The 14-day trial lets you evaluate the full feature set before committing.

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