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Freshdesk

Freshworks' sales CRM with built-in phone, email and AI

Overview

Freshservice is the IT service management product of Freshworks Inc., a Nasdaq-listed company that reports to the SEC from San Mateo, California[5]. Freshworks recorded revenue of US$838.8 million in 2025, up from US$720.4 million in 2024; the figure covers all its products, including the Freshdesk customer support line[5].

Freshservice is sold in four tiers that map closely to the ITIL process set. Starter covers incident, knowledge and task management with a support portal; Growth adds a service catalog, SLA management, on-call management and cloud management; Pro adds problem, change, major incident, release and workload management plus employee journeys; Enterprise adds a sandbox, audit logs and Freddy AI Agent and Insights[4]. This structure lets a team begin with ticketing and add formal change and problem processes later without migrating.

Freddy AI, Freshworks’ AI layer, is included in Enterprise, while Freddy AI Copilot is an add-on at US$29 per agent per month on Pro[4]. The trade-off is that change and problem management, which many organisations consider core ITSM, sit only in the US$99 Pro tier and above, and the most useful AI features carry extra cost below Enterprise.

Freshdesk features

  • Incident, knowledge and task management in every tier
  • Service catalog and SLA management from Growth
  • On-call and cloud management
  • Problem, change, release and major incident management on Pro
  • Sandbox and audit logs on Enterprise
  • Freddy AI Copilot add-on
  • CMDB linked to service desk
  • Device42 discovery and dependency mapping

Freshdesk pricing

Starter US$19, Growth US$49 and Pro US$99 per agent per month, billed annually; Enterprise is quote-based. Freddy AI Copilot is US$29 per agent per month on Pro. A 14-day free trial gives unrestricted access to all features.

Freshdesk strengths and limitations

Strengths

  • Published per-agent prices
  • Clear upgrade path from ticketing to full ITIL
  • 14-day trial with all features
  • Quick to configure compared with enterprise suites
  • All three tiers have a published price
  • AI agent sessions included in every paid plan

Limitations

  • Change and problem management only from Pro (US$99)
  • AI Copilot is a paid add-on below Enterprise
  • Monthly-billing prices not shown on the pricing page
  • Less suited to very large, heavily customised estates
  • No free plan listed on the 2026 pricing page
  • Monthly-billing prices are not shown on the main pricing table

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