Freshservice

Freshservice is Freshworks' cloud-based IT service management platform, built on ITIL best practices. It brings IT service delivery, operations, and asset management onto a single platform for IT teams, with AI features branded Freddy AI (Copilot, Agent, and Insights) handling request interpretation, incident response, and analytics. It also supports enterprise service management across departments such as HR and Finance.

The platform includes custom workflows and custom objects, a marketplace of apps, native integrations with cloud and on-premise applications, messaging and collaboration channels, and a low-code analytics engine. Freddy AI Agent, Copilot, and Insights provide AI capabilities across functions, while the Freshworks admin center handles security and unified administration. Rich APIs and a developer portal support building custom apps and integrations.

Freshservice is intended for IT teams managing service delivery and assets, as well as organizations extending service management to other departments. It is packaged as a cloud platform with editions that scale in capability, and AI features such as Freddy AI Agent are available as usage-based add-ons measured in sessions. A free trial is offered.