Freshservice
UK SOFTWARE PROFILE
Freshservice
Cloud service management spanning requests, assets, operational workflows and optional AI assistance.
One product. Different jobs.
Each score uses that category's criteria. Compare products within a category, rather than comparing scores across unrelated tasks.
Pricing & practicalities
Model your total cost ↗Published starting point
US$19.00
Starter; advanced comparisons span higher editions · Agent / month · annual billing
VAT basis not stated
Starter $19, Growth $49 and Pro $99 per agent/month annually; Enterprise quoted. Check UK taxes.
Check current price ↗Consider before choosing
- Entry pricing excludes advanced workflows.
- AI, asset capacity and Enterprise controls require a configured quote.
Connected workflows
- Microsoft Teams
- Slack
- REST API
Confirm the integration's direction, permissions, plan and sync behaviour with the supplier.
BEHIND THE AI CLAIM
AI capabilities
Freddy supplies summaries, suggested replies and employee self-service.
Documented capabilities
- Ticket summarisation
- Reply assistance
- Conversational service
Plans, limits & questions
- Copilot: $29/agent/month annually, Pro or Enterprise.
- Enterprise Classic AI agent: 1,200 sessions/licence/year; confirm pooling and overages.
Feature-by-feature evidence
IT service management — 20 scored checks
| Capability & demo question | Freshservice100/100 documented fit |
|---|---|
Core workflowEmail request intake5.0 points availableAsk in the demoCreate a ticket from a test email. | ✓ Supported Email intake. 5.0 / 5.0 pointsEvidence ↗ |
Core workflowSelf-service request portal5.0 points availableAsk in the demoSubmit and track a request as an employee. | ✓ Supported Employee portal. 5.0 / 5.0 pointsEvidence ↗ |
Core workflowConfigurable request forms5.0 points availableAsk in the demoShow a form collecting service-specific details. | ✓ Supported Custom fields and business rules. 5.0 / 5.0 pointsEvidence ↗ |
Core workflowSearchable knowledge base5.0 points availableAsk in the demoFind and use a relevant approved article. | ✓ Supported Knowledge management. 5.0 / 5.0 pointsEvidence ↗ |
Core workflowAutomatic ticket assignment5.0 points availableAsk in the demoRoute a sample request to its responsible group. | ✓ Supported Round-robin assignment. 5.0 / 5.0 pointsEvidence ↗ |
Core workflowService-level targets5.0 points availableAsk in the demoShow response and resolution targets on a request. | ✓ Supported SLA policies. 5.0 / 5.0 pointsEvidence ↗ |
Core workflowService performance reporting5.0 points availableAsk in the demoReport a backlog and a service-level result. | ✓ Supported Service analytics. 5.0 / 5.0 pointsEvidence ↗ |
Core workflowIT asset inventory5.0 points availableAsk in the demoFind the device associated with a request. | ✓ Supported Asset management; capacity varies. 5.0 / 5.0 pointsEvidence ↗ |
Core workflowService catalogue5.0 points availableAsk in the demoOrder a defined service from an employee-facing catalogue. | ✓ Supported Service catalogue. 5.0 / 5.0 pointsEvidence ↗ |
Workflow depthConditional approval workflow5.0 points availableAsk in the demoRoute a request to a different approver based on its details. | ✓ Supported Workflow Automator conditional approvals. 5.0 / 5.0 pointsEvidence ↗ |
Workflow depthProblem and root-cause records5.0 points availableAsk in the demoAssociate recurring incidents with a problem record. | ✓ Supported Pro problem management. 5.0 / 5.0 pointsEvidence ↗ |
Workflow depthControlled change workflow5.0 points availableAsk in the demoDemonstrate review, approval and tracking of a change. | ✓ Supported Pro change workflows. 5.0 / 5.0 pointsEvidence ↗ |
Workflow depthConfiguration dependencies5.0 points availableAsk in the demoShow how a service depends on related configuration items. | ✓ Supported Configuration dependency mapping. 5.0 / 5.0 pointsEvidence ↗ |
Workflow depthOn-call escalation5.0 points availableAsk in the demoEscalate a sample alert to the current on-call responder. | ✓ Supported On-call schedules and escalation. 5.0 / 5.0 pointsEvidence ↗ |
Workflow depthRestricted agent responsibilities5.0 points availableAsk in the demoShow a restricted role unable to change unauthorised records. | ✓ Supported Agent roles and restrictions. 5.0 / 5.0 pointsEvidence ↗ |
Workflow depthAdministrative audit history5.0 points availableAsk in the demoFind an administrative change with actor and timestamp. | ✓ Supported Enterprise audit logs. 5.0 / 5.0 pointsEvidence ↗ |
Workflow depthService data API5.0 points availableAsk in the demoRetrieve a request through an authenticated API. | ✓ Supported REST API; edition-specific rate limits. 5.0 / 5.0 pointsEvidence ↗ |
AIAI ticket summaries5.0 points availableAsk in the demoSummarise a long incident without omitting key evidence. | ✓ Supported UK customer documents AI summaries. 5.0 / 5.0 pointsEvidence ↗ |
AIAI response drafting5.0 points availableAsk in the demoDraft a reply grounded in a relevant knowledge article. | ✓ Supported UK customer documents response generation. 5.0 / 5.0 pointsEvidence ↗ |
AIConversational employee service agent5.0 points availableAsk in the demoResolve a routine request and demonstrate escalation. | ✓ Supported Freddy employee conversational support. 5.0 / 5.0 pointsEvidence ↗ |
“Not verified” means the recorded evidence does not settle this specific check. It does not mean the feature is absent. Read the scoring method.