ITIL-aligned IT service management platform for internal employee support and IT operations
Freshservice is Freshworks' IT service management (ITSM) platform, focused on internal IT helpdesk and employee support rather than customer-facing support. It provides ITIL-aligned incident, change, problem, and asset management — with a service catalog, AI-powered virtual agent, and automation workflows designed for IT departments managing employee requests, software deployments, and infrastructure incidents.
Freshservice is a strong fit if its core strengths match your workflow, budget, and support needs. Use the quick signals below before opening the full review.
Freshservice serves a different market than Freshdesk — where Freshdesk handles external customer support, Freshservice handles internal employee IT support. Its ITIL-aligned workflows, service catalog, and asset management are designed for IT departments rather than customer service teams.
Freshservice provides out-of-box ITIL process templates — incident management (detect, log, categorise, resolve), change management (risk assessment, approval workflow, CAB), problem management (root cause analysis, workaround, known error), and release management. IT departments adopting ITIL do not need to build these workflows from configuration; they adjust the pre-built templates to their specific processes.
Freshservice's service catalog allows employees to request IT services through a self-service portal — hardware procurement, software access, VPN setup, account creation. Each service item has a defined workflow, approval chain, and SLA. Employees receive updates as their request progresses. The catalog reduces unstructured IT requests (email, Slack, verbal) in favour of structured, trackable service items with consistent handling.
Freshservice tracks IT assets — laptops, servers, software licences, contracts — with relationship mapping showing which assets are associated with which incidents and changes. When a server goes down, the asset record shows which services depend on it and which recent changes might have caused the incident. This dependency mapping supports faster root cause analysis and impact assessment.
Score: 7.0/10 — Best Freshworks ITSM platform for internal IT helpdesk; ITIL complexity and IT-specific focus are not appropriate for customer-facing support.
$19/mo
$228/mo billed annually
$49/mo
$588/mo billed annually
$95/mo
$1,140/mo billed annually
$119/mo
$1,428/mo billed annually
Freshservice is best for IT departments managing internal employee support — password resets, access requests, device management — who need ITIL process structure, Organisations implementing or formalising ITIL processes and needing a platform that enforces the framework rather than requiring custom configuration, Freshdesk customers who want to add internal IT service management to the same Freshworks platform without switching vendors.
No. Freshservice does not currently list a permanent free plan in ToolRankr data.
Paid plans start at $19/mo.
Freshservice is reviewed using ToolRankr's scoring model for ease of use, value, features, support, and overall quality. Affiliate links may earn a commission, but sponsored labels do not change editorial scoring.
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