{
 "schema_version": "1.0",
 "id": "freshservice",
 "name": "Freshservice",
 "research_status": "researched",
 "vendor_domain": "freshservice.com",
 "category": "IT & Productivity",
 "task": "A help desk, tickets or a shared inbox",
 "summary": "AI-powered IT service management (ITSM) from Freshworks: cloud help desk, ticketing, asset management and workflow automation to run IT support and internal service desks without heavy ITIL overhead.",
 "best_for": "IT teams that want proper ITSM (incidents, assets, changes, service catalog) running in weeks, without enterprise-suite implementation pain",
 "skip_if": "you need a simple shared helpdesk (Freshdesk-class is cheaper) or you're at the scale where ServiceNow's depth is required",
 "honest_knock": "The $19 headline rarely survives contact with a real deployment: the ITSM features most IT teams buy for (change/problem management, deeper analytics) live at Pro, and so does Freddy AI Copilot, a $29-an-agent add-on offered only on Pro and Enterprise. Orchestration runs and, from Growth up, 100 asset units come included; you pay extra only past those allowances. Price the tier that contains your must-haves plus the add-ons you would switch on, not the starter row. Within that honesty, it's one of the fastest ITSM tools to actually stand up.",
 "pricing": {
  "status": "public",
  "entry_price": "$19",
  "entry_price_terms": "per agent a month, billed annually ($29 billed monthly)",
  "from_price_usd_month": 19.0,
  "plans": [
   {
    "name": "Starter",
    "price": "$19/agent/mo billed annually or $29 monthly",
    "includes": "100 asset units not included; ITAM Growth package not included"
   },
   {
    "name": "Growth",
    "price": "$49 or $59",
    "includes": "Includes ITAM Growth package and 100 asset units"
   },
   {
    "name": "Pro",
    "price": "$99 or $119",
    "includes": "Includes ITAM Growth package, 100 asset units; Freddy AI Copilot add-on available"
   },
   {
    "name": "Enterprise",
    "price": "no published price",
    "includes": "Custom, Contact us; Freddy AI Agent (Classic) 1,200 sessions/licence/year included, plus Freddy AI Insights"
   }
  ],
  "plans_source": "summarised from pricing.notes; every plan name and amount appears verbatim in those notes",
  "notes": "(price re-verified 2026-09-29 against the vendor's own pricing page) Per agent, read 29 Sep 2026 on freshworks.com/freshservice/pricing/: Starter $19/agent/mo billed annually or $29 monthly; Growth $49 or $59; Pro $99 or $119. Enterprise is quote-only again: the card now reads 'Custom' with a 'Contact us' button. The page's own plan data still carries $139 annual and $167 monthly for it, but with a hidePrices flag set and 'Custom' as the display text, so those two numbers are not an offer (on 1 Sep 2026 they were printed). Monthly billing costs 53% more on Starter and about 20% more on Growth and Pro. The same plan data carries a euro set -- Starter EUR 15 annual / EUR 25 monthly, Growth 40/50, Pro 84/102 -- in which the Starter monthly surcharge is 67%, not 53%. Add-ons and allowances: Freddy AI Copilot $29/agent/mo, offered on the Pro and Enterprise cards only and still an add-on on Enterprise even though that card now says 'Freddy AI included' (what is included there is the Freddy AI Agent (Classic) at 1,200 sessions per Enterprise licence per year, plus Freddy AI Insights); orchestration transactions included at 1,000/2,000/5,000/20,000 per account per month with extra packs at $250 per 1,000; MCP actions allowanced at 1,200, 6,000 or 12,000 a year with packs at $15 per 1,000; an e-signature pack at $90 for 30 signature credits; project management licences at $15/user/mo; a Business Agent licence for non-IT teams at $49/agent/mo on Pro and Enterprise only; connector app tasks at $80 per 5,000 after a one-time 500 free. Growth, Pro and Enterprise include the ITAM Growth package and 100 asset units (Starter does not); further units are sold in packs of 500. Three free Day Passes for occasional agents at signup, more from $3. 14-day free trial with all features. FAQ: upgrades apply instantly, downgrades and cancellations only at the end of the term.",
  "verified_at": "2026-09-29",
  "source_url": null,
  "schema_offer": {
   "price": 29.0,
   "currency": "USD",
   "description": "Starter, per agent, billed monthly — $19 per agent is the annual rate. Read on the vendor's own pricing page on 2026-09-29.",
   "page": "https://officesoftwaremarketplace.com/freshservice-review.html"
  },
  "source_quotes": null,
  "recent_change": null,
  "price_history": null
 },
 "free_plan": false,
 "free_plan_evidence": null,
 "cost_traps": [
  {
   "id": "per_seat",
   "label": "Per-seat pricing",
   "evidence": "(price re-verified 2026-09-29 against the vendor's own pricing page) Per agent, read 29 Sep 2026 on freshworks.com/freshservice/pricing/: Starter $19/agent/mo billed annually or $29 monthly; Growth $49 or $59; Pro $99 or $119.",
   "verified_at": "2026-09-29",
   "source_url": null
  },
  {
   "id": "usage_metered",
   "label": "Usage-metered",
   "evidence": "Add-ons and allowances: Freddy AI Copilot $29/agent/mo, offered on the Pro and Enterprise cards only and still an add-on on Enterprise even though that card now says 'Freddy AI included' (what is included there is the Freddy AI Agent (Classic) at 1,200 sessions per Enterprise licence per year, plus Freddy AI Insights); orchestration transactions included at 1,000/2,000/5,000/20,000 per account per month with extra packs at $250 per 1,000; MCP actions allowanced at 1,200, 6,000 or 12,000 a year with packs at $15 per 1,000; an e-signature pack at $90 for 30 signature credits; project management licences at $15/user/mo; a Business Agent licence for non-IT teams at $49/agent/mo on Pro and Enterprise only; connector app tasks at $80 per 5,000 after a one-time 500 free.",
   "verified_at": "2026-09-29",
   "source_url": null
  },
  {
   "id": "addons_extra",
   "label": "Key features are paid add-ons",
   "evidence": "The $19 headline rarely survives contact with a real deployment: the ITSM features most IT teams buy for (change/problem management, deeper analytics) live at Pro, and so does Freddy AI Copilot, a $29-an-agent add-on offered only on Pro and Enterprise.",
   "verified_at": "2026-09-29",
   "source_url": null
  }
 ],
 "compare_with": {
  "name": "Jira Service Management or ServiceNow",
  "why": "JSM undercuts for dev-centric teams; ServiceNow rules the enterprise: Freshservice wins the mid-market on speed-to-value"
 },
 "links": {
  "record": "https://aibuildermarketplace.com/api/v1/products/freshservice.json",
  "review": "https://officesoftwaremarketplace.com/freshservice-review.html",
  "marketplace": "https://aibuildermarketplace.com/marketplace/freshservice/",
  "vendor_site": "https://freshservice.com"
 },
 "purchase": {
  "seller": "the vendor",
  "how": "AIBuilder Marketplace does not sell this software. Sign up, start a trial or buy on the vendor's site.",
  "handoff_url": "https://affiliatepartner-freshservice.freshworks.com/fllek8c4eikg",
  "affiliate": true,
  "disclosure": "Where purchase.affiliate is true, purchase.handoff_url is an affiliate link: AIBuilder Marketplace may earn a commission at no extra cost to the buyer. Commission never changes what a record says, and products are not ranked by commission. Where it is false the link is the vendor's plain site."
 },
 "provenance": {
  "research": "hand-researched dossier, read on the vendor's own pages",
  "researched_since": "2026-07",
  "method": "https://aibuildermarketplace.com/how-we-review/",
  "license": "CC BY 4.0. Credit 'AIBuilder Marketplace' with a link to https://aibuildermarketplace.com/atlas/.",
  "note": "A rebuild is not a new measurement: pricing.verified_at is the date that matters."
 },
 "cost": {
  "status": "available",
  "engine": "https://aibuildermarketplace.com/agents/#cost",
  "rules": {
   "currency": "USD",
   "unit": "agent",
   "axis": "users",
   "rules_verified_at": "2026-09-29",
   "plans": [
    {
     "id": "starter",
     "name": "Starter",
     "model": "per_unit",
     "annual_month": 19,
     "monthly": 29,
     "evidence": "Starter $19/agent/mo billed annually or $29 monthly"
    },
    {
     "id": "growth",
     "name": "Growth",
     "model": "per_unit",
     "annual_month": 49,
     "monthly": 59,
     "evidence": "Growth $49 or $59"
    },
    {
     "id": "pro",
     "name": "Pro",
     "model": "per_unit",
     "annual_month": 99,
     "monthly": 119,
     "evidence": "Pro $99 or $119"
    },
    {
     "id": "enterprise",
     "name": "Enterprise",
     "model": "quote",
     "evidence": "Enterprise is quote-only again"
    }
   ],
   "addons": [
    {
     "id": "freddy-ai-copilot",
     "label": "Freddy AI Copilot",
     "per": "unit",
     "price_month": 29,
     "billing": "unspecified",
     "only_on": [
      "pro",
      "enterprise"
     ],
     "evidence": "Freddy AI Copilot $29/agent/mo, offered on the Pro and Enterprise cards only"
    }
   ],
   "not_computable": [
    "Orchestration transactions, MCP actions, asset units and app tasks beyond the included allowances are sold in packs; see pricing.notes."
   ]
  },
  "growth": {
   "annual": {
    "product_id": "freshservice",
    "currency": "USD",
    "axis": "users",
    "unit": "agent",
    "billing": "annual",
    "rows": [
     {
      "units": 1,
      "cheapest_plan": "starter",
      "cheapest_plan_name": "Starter",
      "total_month": 19.0,
      "billed": {
       "amount": 228.0,
       "every": "year"
      },
      "ranges": [],
      "per_plan": {
       "starter": 19.0,
       "growth": 49.0,
       "pro": 99.0,
       "enterprise": "quote"
      }
     },
     {
      "units": 2,
      "cheapest_plan": "starter",
      "cheapest_plan_name": "Starter",
      "total_month": 38.0,
      "billed": {
       "amount": 456.0,
       "every": "year"
      },
      "ranges": [],
      "per_plan": {
       "starter": 38.0,
       "growth": 98.0,
       "pro": 198.0,
       "enterprise": "quote"
      }
     },
     {
      "units": 3,
      "cheapest_plan": "starter",
      "cheapest_plan_name": "Starter",
      "total_month": 57.0,
      "billed": {
       "amount": 684.0,
       "every": "year"
      },
      "ranges": [],
      "per_plan": {
       "starter": 57.0,
       "growth": 147.0,
       "pro": 297.0,
       "enterprise": "quote"
      }
     },
     {
      "units": 5,
      "cheapest_plan": "starter",
      "cheapest_plan_name": "Starter",
      "total_month": 95.0,
      "billed": {
       "amount": 1140.0,
       "every": "year"
      },
      "ranges": [],
      "per_plan": {
       "starter": 95.0,
       "growth": 245.0,
       "pro": 495.0,
       "enterprise": "quote"
      }
     },
     {
      "units": 10,
      "cheapest_plan": "starter",
      "cheapest_plan_name": "Starter",
      "total_month": 190.0,
      "billed": {
       "amount": 2280.0,
       "every": "year"
      },
      "ranges": [],
      "per_plan": {
       "starter": 190.0,
       "growth": 490.0,
       "pro": 990.0,
       "enterprise": "quote"
      }
     },
     {
      "units": 15,
      "cheapest_plan": "starter",
      "cheapest_plan_name": "Starter",
      "total_month": 285.0,
      "billed": {
       "amount": 3420.0,
       "every": "year"
      },
      "ranges": [],
      "per_plan": {
       "starter": 285.0,
       "growth": 735.0,
       "pro": 1485.0,
       "enterprise": "quote"
      }
     },
     {
      "units": 20,
      "cheapest_plan": "starter",
      "cheapest_plan_name": "Starter",
      "total_month": 380.0,
      "billed": {
       "amount": 4560.0,
       "every": "year"
      },
      "ranges": [],
      "per_plan": {
       "starter": 380.0,
       "growth": 980.0,
       "pro": 1980.0,
       "enterprise": "quote"
      }
     },
     {
      "units": 25,
      "cheapest_plan": "starter",
      "cheapest_plan_name": "Starter",
      "total_month": 475.0,
      "billed": {
       "amount": 5700.0,
       "every": "year"
      },
      "ranges": [],
      "per_plan": {
       "starter": 475.0,
       "growth": 1225.0,
       "pro": 2475.0,
       "enterprise": "quote"
      }
     },
     {
      "units": 50,
      "cheapest_plan": "starter",
      "cheapest_plan_name": "Starter",
      "total_month": 950.0,
      "billed": {
       "amount": 11400.0,
       "every": "year"
      },
      "ranges": [],
      "per_plan": {
       "starter": 950.0,
       "growth": 2450.0,
       "pro": 4950.0,
       "enterprise": "quote"
      }
     },
     {
      "units": 100,
      "cheapest_plan": "starter",
      "cheapest_plan_name": "Starter",
      "total_month": 1900.0,
      "billed": {
       "amount": 22800.0,
       "every": "year"
      },
      "ranges": [],
      "per_plan": {
       "starter": 1900.0,
       "growth": 4900.0,
       "pro": 9900.0,
       "enterprise": "quote"
      }
     }
    ],
    "switch_points": [],
    "conflicts": [],
    "unknowns": [
     "Orchestration transactions, MCP actions, asset units and app tasks beyond the included allowances are sold in packs; see pricing.notes."
    ]
   },
   "monthly": {
    "product_id": "freshservice",
    "currency": "USD",
    "axis": "users",
    "unit": "agent",
    "billing": "monthly",
    "rows": [
     {
      "units": 1,
      "cheapest_plan": "starter",
      "cheapest_plan_name": "Starter",
      "total_month": 29.0,
      "billed": {
       "amount": 29.0,
       "every": "month"
      },
      "ranges": [],
      "per_plan": {
       "starter": 29.0,
       "growth": 59.0,
       "pro": 119.0,
       "enterprise": "quote"
      }
     },
     {
      "units": 2,
      "cheapest_plan": "starter",
      "cheapest_plan_name": "Starter",
      "total_month": 58.0,
      "billed": {
       "amount": 58.0,
       "every": "month"
      },
      "ranges": [],
      "per_plan": {
       "starter": 58.0,
       "growth": 118.0,
       "pro": 238.0,
       "enterprise": "quote"
      }
     },
     {
      "units": 3,
      "cheapest_plan": "starter",
      "cheapest_plan_name": "Starter",
      "total_month": 87.0,
      "billed": {
       "amount": 87.0,
       "every": "month"
      },
      "ranges": [],
      "per_plan": {
       "starter": 87.0,
       "growth": 177.0,
       "pro": 357.0,
       "enterprise": "quote"
      }
     },
     {
      "units": 5,
      "cheapest_plan": "starter",
      "cheapest_plan_name": "Starter",
      "total_month": 145.0,
      "billed": {
       "amount": 145.0,
       "every": "month"
      },
      "ranges": [],
      "per_plan": {
       "starter": 145.0,
       "growth": 295.0,
       "pro": 595.0,
       "enterprise": "quote"
      }
     },
     {
      "units": 10,
      "cheapest_plan": "starter",
      "cheapest_plan_name": "Starter",
      "total_month": 290.0,
      "billed": {
       "amount": 290.0,
       "every": "month"
      },
      "ranges": [],
      "per_plan": {
       "starter": 290.0,
       "growth": 590.0,
       "pro": 1190.0,
       "enterprise": "quote"
      }
     },
     {
      "units": 15,
      "cheapest_plan": "starter",
      "cheapest_plan_name": "Starter",
      "total_month": 435.0,
      "billed": {
       "amount": 435.0,
       "every": "month"
      },
      "ranges": [],
      "per_plan": {
       "starter": 435.0,
       "growth": 885.0,
       "pro": 1785.0,
       "enterprise": "quote"
      }
     },
     {
      "units": 20,
      "cheapest_plan": "starter",
      "cheapest_plan_name": "Starter",
      "total_month": 580.0,
      "billed": {
       "amount": 580.0,
       "every": "month"
      },
      "ranges": [],
      "per_plan": {
       "starter": 580.0,
       "growth": 1180.0,
       "pro": 2380.0,
       "enterprise": "quote"
      }
     },
     {
      "units": 25,
      "cheapest_plan": "starter",
      "cheapest_plan_name": "Starter",
      "total_month": 725.0,
      "billed": {
       "amount": 725.0,
       "every": "month"
      },
      "ranges": [],
      "per_plan": {
       "starter": 725.0,
       "growth": 1475.0,
       "pro": 2975.0,
       "enterprise": "quote"
      }
     },
     {
      "units": 50,
      "cheapest_plan": "starter",
      "cheapest_plan_name": "Starter",
      "total_month": 1450.0,
      "billed": {
       "amount": 1450.0,
       "every": "month"
      },
      "ranges": [],
      "per_plan": {
       "starter": 1450.0,
       "growth": 2950.0,
       "pro": 5950.0,
       "enterprise": "quote"
      }
     },
     {
      "units": 100,
      "cheapest_plan": "starter",
      "cheapest_plan_name": "Starter",
      "total_month": 2900.0,
      "billed": {
       "amount": 2900.0,
       "every": "month"
      },
      "ranges": [],
      "per_plan": {
       "starter": 2900.0,
       "growth": 5900.0,
       "pro": 11900.0,
       "enterprise": "quote"
      }
     }
    ],
    "switch_points": [],
    "conflicts": [],
    "unknowns": [
     "Orchestration transactions, MCP actions, asset units and app tasks beyond the included allowances are sold in packs; see pricing.notes."
    ]
   }
  }
 },
 "unknowns": [
  "Contract terms (cancellation, data export, data location, minimum seats) are not researched as separate fields; pricing.notes mentions them only where the vendor's pricing page does.",
  "Being verified: free trial and refund terms are not yet matched to a verbatim line on the vendor's own pages. Not matched does not mean there is none."
 ],
 "verification": {
  "price": "read",
  "free_trial": "being_verified",
  "refund": "being_verified"
 },
 "status_page": null,
 "task_evidence": {
  "structured_checks": [],
  "sessions": [
   {
    "source": "session",
    "product_name": "Freshservice",
    "product_id": "freshservice",
    "run_date": "2026-10-08",
    "session_type": "hands_on",
    "what": "A 14-day trial of Freshservice for Business Teams on the Pro plan, set up for an HR team. Note the variant: this is Freshworks' service desk for HR, finance and facilities, priced separately from the IT edition whose plans this review lists. We sent six HR requests by email to the desk's default address: a missing payslip, a parental-leave request with a date, 'URGENT: my salary was not paid today' (rent due tomorrow), a request to change the bank account for salary payments, a remote-work policy question, and the payslip email a second time as a duplicate. We changed no default setting first, so this is what a team gets on day one.",
    "findings": [
     "Email-to-ticket worked: all six emails became tickets (CASE-1 to CASE-6) within seconds, and the sender got a 'Ticket Received' confirmation for each within the same minute.",
     "Every ticket came in at priority Low with the same deadlines: first response by 13 October, five days and seven hours after we wrote, and resolution by 20 October. That includes the unpaid-salary email, which the subject line itself marked URGENT. Out of the box nothing reads urgency from the text; you have to build rules for it.",
     "Freddy AI Copilot, available in the Pro trial, summarised the urgent ticket correctly in two lines and named the urgency ('an urgent need as his rent is due tomorrow'). The summary did not change the priority or the deadline: the AI saw what the triage did not act on.",
     "The duplicate was not caught. The second identical payslip email opened its own ticket, and its Related tickets tab read 'No related tickets yet'.",
     "The bank-account change, a request payroll teams treat as a fraud risk, was handled like any other ticket: same priority, no verification step, no flag."
    ],
    "not_tested": [
     "the IT edition, the paid plans after the trial, the employee portal, approvals, automation rules we could have written ourselves, and replies sent from the desk"
    ],
    "report": null,
    "disclosure": null,
    "evidence_status": null,
    "result": "reported",
    "note": "Findings as written up after the session; no pass/fail per task was scored.",
    "in_catalog": true
   }
  ]
 },
 "open_questions": [
  {
   "question_id": "freshservice:cancellation_terms",
   "key": "cancellation_terms",
   "question": "Can a customer cancel at any time, and what happens to an annual plan that is cancelled mid-term?",
   "status": "open"
  },
  {
   "question_id": "freshservice:data_export",
   "key": "data_export",
   "question": "Which data can a customer export, in which formats, on which plans?",
   "status": "open"
  },
  {
   "question_id": "freshservice:data_location",
   "key": "data_location",
   "question": "Where is customer data stored, and can a customer choose the region?",
   "status": "open"
  },
  {
   "question_id": "freshservice:pricing_gap_1",
   "key": "pricing_gap_1",
   "question": "Our price check could not put a number on this part of the cost: Orchestration transactions, MCP actions, asset units and app tasks beyond the included allowances are sold in packs. Can you publish the price or the rule?",
   "status": "open"
  }
 ],
 "vendor_answers": [],
 "agent_channels": {
  "vendor_mcp": {
   "what": "MCP integration that lets Cursor or Claude connect securely to your Freshservice environment.",
   "plan": "Early Access Program: beta, Enterprise plan only, and on request via your technical account manager or support.",
   "status": "EAP beta",
   "source": "https://support.freshservice.com/support/solutions/articles/50000012678-model-context-protocol-mcp-integration-in-freshservice-eap-",
   "checked": "2026-07-28",
   "note": "The vendor's own MCP server, from our MCP research; it works with your own account at the vendor."
  },
  "agent_checkout": {
   "status": "not_found",
   "detail": "No explicit support for purchases by AI agents on the vendor's own pages.",
   "checked_at": "2026-10-07",
   "method": "homepage, /pricing and the pricing page we cite, read as plain HTML (no JavaScript) and searched for explicit support of purchases by AI agents: Agentic Commerce Protocol, Instant Checkout, Agent Payments Protocol, buy in ChatGPT, agentic checkout"
  }
 },
 "task_scope": {
  "scope": "it_service_desk",
  "label": "Internal IT service desk (ITSM)",
  "why": "AI-powered IT service management (ITSM) from Freshworks: cloud help desk, ticketing, asset management and workflow automation to run IT support and internal service desks without heavy ITIL overhead.",
  "source": "our dossier",
  "phrases": [
   "it service",
   "itsm",
   "service desk",
   "it support",
   "it helpdesk",
   "it help desk",
   "internal it",
   "asset management",
   "incident management"
  ]
 }
}