Freshservice

IT service management from Freshworks: Freshservice gives IT teams incident, problem, change and release handling, a service catalog and Freddy AI.

Freshservice gives IT teams a service desk built around ITIL practice. Employees ask for help through a portal, agents work incidents and requests from a single queue, and changes, problems and releases run as their own processes. It targets IT teams that need requests, outages and system changes tracked and approved in one place. Freshworks, a NASDAQ-listed company in San Mateo, California, publishes it as its IT service management product. Tickets arrive by email, through the support portal or from Slack, and the portal also holds knowledge articles and the service catalog. Starter covers incident, knowledge and task management. Growth adds the service catalog with request forms, SLA management with escalation rules, on-call management and cloud management. Pro brings problem management with workarounds and permanent solutions, change management with Change Advisory Board submission, major incident management, release management, workload management and employee journeys. Workflow Automator builds ticket rules without code, and satisfaction surveys go out automatically when a ticket closes. Analytics offers curated reports on SLA violations and agent performance. Enterprise adds a sandbox, audit logs, Freddy AI Agent (Classic) and Freddy AI Insights, and the Freddy AI Copilot add-on writes ticket summaries and suggests replies and ticket fields. The fit is IT managers, service desk leads and agents at growing companies that want ITIL structure in their incident and change work. Teams that route change requests through a Change Advisory Board, run on-call rotations or keep release calendars get those pieces from the Growth and Pro editions. Smaller desks can begin on Starter and move up an edition as their processes mature. Pricing is per agent by edition, from Starter to Enterprise, and a 14-day trial covers all features before an edition is chosen. Day to day the desk covers employee IT support, request fulfillment through catalog items such as hardware provisioning, software installation and user access management, and change and release planning. Connections to Slack, Microsoft Teams, SurveyMonkey, Jenkins and Automox tie requests, surveys and deployment work to the tools an IT team already runs.