Modern, AI-powered ITSM
Transform IT into a strategic business driver with a unified, AI-powered ITSM platform that is easy to use and built for growth.Modern ITSM for today's digital workplace
Explore the comprehensive ITSM capabilities that transform how IT delivers value to your organization.
Streamline service delivery, boost efficiency, and scale effortlessly with an ITIL-aligned solution, enhanced with AI-powered experiences. With an intuitive interface, ensure rapid adoption and drive operational impact across the business.
ITIL overview
Tangible impact, backed by outcomes
Improve service quality and staff productivity with AI-powered ITSM
96%
Resolution SLA rate74%
First contact resolution66%
Ticket deflection with Freddy AI Agent77%
Decrease in ART with Freddy AI CopilotExplore Freddy AI in action
Resolve service requests end to end with AI Agents
Freddy AI Agent Studio enables you to create domain-specific AI Agents that take action across systems to complete requests end to end, using your workflows, knowledge sources, and business rules to deliver accurate, controlled outcomes.
Explore Freddy AI Agent StudioEnhance agent productivity with AI-powered assistance
Freddy AI Copilot is an AI-powered companion that delivers exceptional service experiences by simplifying workflows, boosting service efficiency, reducing agent workloads, and supercharging overall productivity.
Explore Freddy AI Agent StudioEquip decision makers with actionable insights
Freddy AI Insights delivers timely, out-of-the-box insights by analyzing service desk data to surface trends, anomalies, and outliers. Get proactive updates such as rising resolution times or root causes behind SLA violations, to act quickly and prevent escalation.
Explore Freddy AI Agent StudioFreshservice capabilities
Simplify the complex — powerful IT capabilities with intuitive design and built-in intelligence to help teams move faster and smarter.
Freddy AI
Enable self service for employees, assist agents and offer proactive insights for leaders.
IT Asset Management
Automate real time tracking across hardware, software, and cloud tools in an auto-updating CMDB.
IT Operations Management
Streamline IT ops with end-to-end visibility, intelligent alerts, and faster resolutions.
Enterprise Service Management
Transform service delivery across teams with automated processes for HR, Facilities, Finance, and more.
Omnichannel
Let employees request help on any channel, instantly alert agents, and speed up responses and fixes.
Reporting & Analytics
Get clear visibility into service performance, experience, and AI impact with dashboards, reports, and actionable insights.
Join 74,000+ companies uncomplicating their IT service & support
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Freshservice has helped us cut IT costs by 60% annually while improving service quality and speed.
With Freshservice on our side, the transportation team can now resolve incoming requests in 15 minutes, versus three months.
If you can draw it on a piece of paper, I can probably do that on Freshservice for you. So if you want automation, draw me some squares, and tell me what happens between those squares. I'll work through it, and we can build that in.
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Trusted by IT teams worldwide. Recognized for usability, reliability, and customer satisfaction.
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Freshservice Benchmark Report 2025
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Forrester Total Economic Impact™ study
The leading IT analyst firm shows a 356% ROI from Freshservice in this research study.
Freshworks on Freshservice
Learn how Freshworks scaled from a startup to an enterprise by implementing Freshservice.
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See how Freshservice’s IT modules work together to streamline service delivery and improve efficiency.Get started with Freshservice
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Frequently Asked Questions
What is Freshservice ITSM, and how does it streamline IT support?
Freshservice ITSM is an AI-powered service management platform that centralizes ticketing, asset tracking, and workflows. It streamlines IT support by enabling teams to restore service faster, reduce manual effort, and scale operations efficiently.
How does Freshservice ITSM align with ITIL best practices?
Freshservice aligns with ITIL by offering built-in modules for incidents, problems, changes, and releases, along with CAB reviews where required. It also provides best-practice guidance to help teams standardize processes and improve service quality.
What core Freshservice ITSM features support incident, problem, and change management?
Freshservice supports ITIL processes through SLA and OLA policies for incident response, root cause analysis workflows, and change management linkages for effective problem resolution. It also provides structured change approvals with CAB, rollout, and backout plans, keeping IT operations reliable and compliant.
Does Freshservice ITSM include a service catalog and self-service portal?
Yes, Freshservice includes a searchable service catalog and a branded self-service portal for employees. These tools make it easy for users to request services, reduce dependency on IT teams, and speed up fulfillment.
How does Freshservice ITSM use AI to improve IT helpdesk efficiency?
Freshservice uses Freddy AI to handle ticket triage, summarization, and recommendations for agents. It also provides a 24/7 virtual agent in Slack and Microsoft Teams that helps employees resolve issues instantly, eliminating the need to fill out forms.
Can Freshservice ITSM handle asset and CMDB capabilities?
Yes, Freshservice includes IT Asset Management and a modern CMDB to track configuration items (CIs). It centralizes asset data, maps relationships, and links assets to tickets and changes for better impact analysis.
Does Freshservice ITSM support workflow automations and orchestration?
Yes, Freshservice offers automation through Workflow Automator and Supervisor Rules for event- and time-based actions. It also provides the Orchestration Center to run automated steps across third-party tools such as Okta, Azure AD, AWS, and Slack.
What integrations does Freshservice ITSM offer with third-party tools?
Freshservice integrates with a wide marketplace of third-party tools, including native connectors for Slack, Jira, DocuSign, and Azure AD. It also extends functionality with orchestration apps for identity, cloud, and collaboration systems.