Tool profile
Freshservice: cost, fit and limits
Freshservice is a cloud IT service management product from Freshworks that combines ticketing, a service catalog, a CMDB and IT asset management, priced per agent with Freddy AI features sold as an add-on or in Enterprise.
What to know first
Freshservice runs four plans billed annually per agent: Starter at $19, Growth at $49, Pro at $99 and Enterprise by quote. Asset management is licensed in Asset Units, sold in packs of 500, and the pricing page does not say how many units each plan includes. Freddy AI Copilot costs $29 per agent as an add-on on Pro and is included in Enterprise. A 14-day trial opens all features.
Freshservice at a glance
| Maker | Freshworks Inc., United States |
|---|---|
| Free plan | Free trial only |
| Entry price | $19 per agent per month, billed annually |
| API access | Yes |
| Category | Best AI IT Asset Management Software in 2026, rank 9 of 11 |
| Website | freshworks.com/freshservice/ |
Who Freshservice is best for
IT teams that need a help desk first
Incidents, knowledge and a support portal start at $19 per agent, with asset discovery and a CMDB layered on as the team matures.
Teams with cloud and SaaS sprawl
Automated discovery spans hardware, software, cloud and SaaS, and the page says it helps reclaim unused licenses and retire redundant assets.
Companies wanting AI inside a ticket workflow
Freddy AI Copilot, Agent and Insights are named across Pro and Enterprise, which appeals to teams that want AI on tickets before inventory.
Freshservice plans and pricing
| Plan | Price | What it includes |
|---|---|---|
| Starter | $19 per agent per month, billed annually | Incident, knowledge and task management and the support portal, which covers the basics for a small help desk that has just replaced a shared mailbox. |
| Growth | $49 per agent per month, billed annually | Everything in Starter plus service catalog, SLA management, on-call management and cloud management, so the plan suits teams that need a portal with approvals. |
| Pro | $99 per agent per month, billed annually | Everything in Growth plus problem, change, major incident, workload and release management and employee journeys. Freddy AI Copilot is a $29 per agent add-on. |
| Enterprise | Custom pricing | Everything in Pro plus sandbox, audit logs, Freddy AI Agent (Classic) with 1,200 sessions a year per licence, and Freddy AI Insights. |
Checked October 2026.
What Freshservice does
- Automated asset discovery
- Hardware, software, cloud and SaaS assets are discovered across on-premises, hybrid and cloud setups, which reduces the manual entry that makes registers go stale, which is where stale registers usually start.
- CMDB and dependency mapping
- The CMDB maps dependencies and is described as spotting risks earlier and isolating issues faster. Depth per plan is not tabulated on the asset page.
- Asset Units licensing
- Asset management is metered in Asset Units, sold in packs of 500. The page describes the pack size but not the units included per plan.
- License reclamation
- Licence and asset visibility helps reclaim unused licenses and retire redundant assets, which is where a service-desk-based product can pay back its seat cost, where a service desk product can pay back its seat cost.
- Freddy AI
- Freddy AI Copilot is an add-on at $29 per agent on Pro and included in Enterprise, which also lists Freddy AI Agent (Classic) and Insights. The page does not tie them to asset management.
How Freshservice handles your data
The Freshworks privacy page says personal data may be used for analytics that train its algorithms and for developing products with machine learning, and it does not state whether Freddy AI trains on customer content. Personal data for services is kept up to six years from supply, other personal data generally up to three years. Data is processed in the United States, the UK, the EEA and other countries. Data Privacy Framework certification is stated, while SOC 2 and ISO 27001 are not on the page. Hosted data residency sits on a separate page we did not open.
Where Freshservice falls short in practice
- Asset units unclear. The FAQ describes packs of 500 but never states how many units each plan includes, so a buyer cannot price a large register from the public page alone.
- Copilot costs extra. Freddy AI Copilot adds $29 per agent per month on Pro, which on a ten-agent team is $290 a month on top of the plan price.
- Thin integration list. The asset pages name only Microsoft Teams and Slack, and no inventory-specific connector list was found. Check Intune, Jamf or Okta support in a trial before buying.
Works with
Alternatives to Freshservice
Freshservice: common questions
What is an Asset Unit in Freshservice?
Asset Units are the licensing metric for IT asset management, sold in packs of 500 according to the FAQ. The pricing page does not state how many units each plan includes, so ask sales how many your plan covers and what an extra pack costs before sizing a register.
How much does Freddy AI Copilot cost?
Freddy AI Copilot is an add-on at $29 per agent per month on the Pro plan, and it is included in Enterprise. Enterprise also names Freddy AI Agent (Classic) with 1,200 sessions per year per licence and Freddy AI Insights. The page does not link these directly to asset management.
Does Freshservice have a free plan?
No. A 14-day free trial gives unrestricted access to all features, plus three free occasional-agent Day Passes at sign-up. After that, Starter at $19 per agent per month billed annually is the lowest tier. Use the trial to test discovery on a real site.
Does Freshservice train AI on my data?
The privacy page does not say so for Freddy AI. It does say Freshworks may use personal data for analytics that train its algorithms and to develop products with machine learning. Ask Freshworks in writing whether customer ticket and asset content is excluded from training.
Which plan includes the CMDB and asset discovery?
The asset page lists discovery and CMDB as Freshservice features, but the pricing page lists plan contents by service-desk capability. It shows cloud management arriving at Growth and problem and change at Pro. Confirm in a trial which tier unlocks the asset depth you need.