Freshservice review

Freshservice is the cheapest way onto a full ITSM platform here, at $19 per agent per month billed annually for Starter. Every plan includes ServiceBot on Microsoft Teams and Slack, which Freshworks describes as the foundational bot for creating and updating tickets in chat, plus incident and knowledge management. That covers intake well, but the deflection piece sits higher up. The pricing page lists the Freddy AI Agent (Classic) on Enterprise, with 1,200 sessions per license each year, and counts a session as any interaction a unique user has with the agent within 24 hours. Freddy AI Copilot is a $29 per agent add-on for technicians. Service catalog, which access requests usually depend on, starts on Growth at $49. Teams that start small get a mature ITIL desk with a 14 day trial and room to add the AI agent when volume justifies Enterprise.

Who it is for

Small and midsize IT teams that want a full ITIL service desk at a low seat price, with AI available as they grow.

Price

Starter from $19 per agent per month billed annually; Freddy AI Copilot $29 per agent per month; Freddy AI Agent on Enterprise.

$19 /agent/month, billed annually
Quoted from the vendor pricing page on November 7, 2026.

Key features

• ServiceBot on Microsoft Teams and Slack for ticket creation and updates on every plan
• Freddy AI Agent (Classic) and Freddy AI Insights on Enterprise
• Freddy AI Copilot add-on at $29 per agent per month
• Service catalog, SLA management and on-call management from Growth
• Connects AI agents and tools to Freshservice context through MCP

Strengths and weaknesses

• Strength: Lowest published seat price on this list
• Strength: Slack and Teams bot included from Starter
• Strength: 14 day free trial with all features
• Weakness: The Freddy AI Agent is listed only on the custom-priced Enterprise plan
• Weakness: Service catalog needs Growth at $49 per agent
• Weakness: Copilot is a separate $29 per agent add-on

Key facts

• Plans: Starter $19, Growth $49, Pro $99 per agent per month billed annually; Enterprise custom
• Freddy AI Agent sessions: 1,200 per Enterprise license per year
• Session: Any interaction a unique user has with an AI Agent within 24 hours
• Day passes: From $3 for occasional agents
• Free trial: 14 days

Where it ranks

Freshservice is No. 3 in our Best AI IT Service Desk Agents verdict.