Freshservice review

Freshservice is the ITSM tool we would hand to an IT team that has outgrown a shared inbox but has no appetite for a year-long rollout. Starter, at $19 per agent per month billed annually, covers incidents, a knowledge base, tasks and a support portal. Growth, at $49, adds the pieces most internal IT teams ask for next: a service catalog, SLA management, on-call schedules and cloud management. Pro, at $99, brings problem, change, release and major incident management plus employee journeys for onboarding and offboarding, which takes it into proper ITIL territory. Enterprise adds a sandbox, audit logs and Freddy AI features at a quoted price. The catch is that each step is a big jump in price per agent, and the catalog sits one tier above the entry plan. Freddy AI Copilot is a $29 per agent add-on on the lower plans. Even so, it is the most complete published price list in this category.

Who it is for

Small and midsize IT teams that want ITIL processes running within weeks at a published per-agent price.

Price

Starter $19 per agent per month billed annually; Growth $49; Pro $99; Enterprise on quote.

$19 /agent/month, billed annually Solid foundations for rapid growth Starter
Quoted from the vendor pricing page on November 9, 2026.

Key features

• Incident, knowledge and task management with a support portal on Starter
• Service catalog, SLA management and on-call management on Growth
• Problem, change, release and major incident management on Pro
• Employee journeys for onboarding and offboarding on Pro
• Freddy AI Copilot add-on at $29 per agent per month

Strengths and weaknesses

• Strength: All four tiers are listed with public prices
• Strength: Email, phone, chat and widget channels
• Strength: Change and problem management in a mid-tier plan, not only enterprise
• Weakness: No permanent free plan
• Weakness: Service catalog and SLAs start on the $49 Growth plan
• Weakness: Freddy AI Copilot costs extra below Enterprise

Key facts

• Plans: Starter, Growth, Pro, Enterprise
• Entry price: $19 per agent per month, annual
• AI add-on: Freddy AI Copilot, $29 per agent per month

Where it ranks

Freshservice is No. 1 in our Best IT Service Management Software verdict.