Freshservice
Freshservice is an AI-powered IT Service Management platform from Freshworks that unifies service, asset, and operations management for 74,000+ businesses. It uses Freddy AI to automate ticketing, deflect tickets, and accelerate IT operations at $510M ARR growing 26% YoY.
- Company typePublic
- Founded2010
- HeadquartersSan Bruno, United States
- Headcount1,001–5,000
- GTM typeB2B
- OfferingSoftware
What Freshservice does
Freshservice is an AI-powered IT Service Management (ITSM) platform developed and operated by Freshworks Inc. (NASDAQ: FRSH), a publicly traded software company headquartered in San Mateo, California, founded in 2010. The platform unifies IT service management, IT asset management (ITAM), and IT operations management (ITOM) on a single architecture, with the proprietary Freddy AI layer providing autonomous agents, generative AI assistance, process automation, knowledge retrieval, and proactive recommendations across service desk, asset, and operations workflows. Variants include Freshservice for MSPs (multi-tenant for managed service providers) and Freshservice for Business Teams (extending service management into HR, Facilities, and Finance). Freshservice is reported within Freshworks' Employee Experience (EX) segment at $510M ARR growing 26% year-over-year, and is trusted by 74,000+ businesses globally, with named enterprise customers including Trainline, ITV, Carrefour, Porsche, Databricks, RingCentral, Seagate, New Balance, University of Oxford, University of Pennsylvania, Georgetown University, Marvel, Aramex, DPD, Village Roadshow, and Manchester Metropolitan University.
The platform monetizes through annual recurring SaaS subscriptions priced per technician or agent, with third-party benchmarks indicating ranges of $1,000-$3,500 annually for 1-4 technicians, $3,500-$7,500 for 5-10 technicians, and $7,500-$25,000 for 10-35 technicians; pricing is not publicly disclosed on the website. Go-to-market combines a product-led growth motion (14-day free trial with no credit card required) with enterprise field sales, inside sales for mid-market, and an expanding channel partner program. Primary competitors include ServiceNow, ManageEngine ServiceDesk Plus, Jira Service Management, and SolarWinds. The company is recognized as a Gartner Magic Quadrant Leader for AI in ITSM, and a Forrester Total Economic Impact study validates 356% ROI in under six months, 98% average employee satisfaction, and 60% annual IT cost reduction across case studies.
In Q4 2025, Freshworks announced a strategic pivot from aggressive growth in Customer Experience toward Employee Experience, with Freshservice positioned as the primary growth engine. Three concrete decisions supported this shift: the launch of Freshdesk Command Center in November 2025, the appointment of Ian Tickle as unified CRO across both CX and EX, and the hiring of Kuntal Vahalia from Anaplan to lead channel partnerships for the EX business unit. AI capability is central to the value proposition, with Freddy AI Agent Studio enabling custom agent development, and quantified outcomes include 66% ticket deflection and a 77% decrease in average resolution time with AI assistance.
Freshservice firmographics
Firmographics- Name
- Freshservice
- Legal name
- Freshworks Inc.
- Website
- https://freshservice.com
- Company type
- Public
- Founded year
- 2010
- Operating status
- Operating
- Headcount range
- 1,001–5,000 employees
- Short description
- Freshservice is an AI-powered IT Service Management platform from Freshworks that unifies service, asset, and operations management for 74,000+ businesses. It uses Freddy AI to automate ticketing, deflect tickets, and accelerate IT operations at $510M ARR growing 26% YoY.
- Ownership category
- akta.pro rank
Freshservice industry classification
Industry- Product category
- IT Service Management (ITSM)
- NAICS
- Computing Infrastructure Providers, Data Processing, Web Hosting, and Related Services (518), Computer Systems Design and Related Services (54151), Computer Facilities Management Services (541513)
- SIC
- Services-Prepackaged Software (7372), Services-Computer Integrated Systems Design (7373)
- akta.pro primary industry
- IT Service Management (ITSM) Platforms (HDAEALAA)
- akta.pro secondary industries
- IT Incident, Problem & Change Management Platforms (HDAEALAI), ITSM Tooling Integration, Automation & Orchestration (BPAEAJAD), Service Catalog, Request Fulfillment & Self-Service Portals (BPAEAJAI), ITSM Platform Implementation & Administration (ServiceNow/JSM/BMC/etc.) (BPAEAJAC), Employee Experience (EX) & Digital Experience Monitoring Support (BPAEAJAO)
Keywords
Where Freshservice is headquartered
LocationHeadquarters
- HQ city
- San Bruno
- HQ country
- United States
- HQ region
- North America
Offices1 record
Markets served
Freshservice business model
Business model- GTM type
- B2B
- Offering type
- Software
- Cost components
- Personnel, Technology or R&D, Marketing or Sales, Infrastructure, Operations
Revenue model
- SaaS Subscription (ITSM Platform): Freshservice generates revenue through annual recurring subscription fees for its AI-powered ITSM platform. Pricing is based on agent/technician counts and team size tiers, with the platform generating $510 million ARR as of 2026, growing 26% YoY.
Pricing tiers
| Model | Billing | Price |
|---|---|---|
| Subscription | Annual | Small Teams (1-4 technicians) |
| Subscription | Annual | Mid-Market (5-10 technicians) |
| Subscription | Annual | Enterprise-Lite (10-35 technicians) |
| Freemium | Pay-as-you-go | Free Trial Available |
Go-to-market motion3 records
Distribution channels4 records
Marketing channels5 records
Freshservice product offering
Product offeringCore offering
Freshservice is an AI-powered IT Service Management (ITSM) platform delivered as a SaaS subscription that unifies IT service desk, IT asset management (ITAM), IT operations management (ITOM), and enterprise service management on a single platform. It is built around the proprietary Freddy AI layer for automation, self-service deflection, agent assistance, and proactive insights, and is sold to mid-market and enterprise IT teams, managed service providers, and adjacent business functions such as HR, facilities, and finance.
Product overview
Freshworks offers a unified product portfolio centered on Freshservice, an AI-powered ITSM platform that combines IT service management, IT asset management (ITAM), IT operations management (ITOM), and enterprise service management in a single solution powered by the Freddy AI layer. The Freshservice ecosystem includes specialized variants: Freshservice for MSPs for managed service providers, and Freshservice for Business Teams for HR/Finance/Facilities workflows. Beyond ITSM, the Freshworks portfolio encompasses customer experience products including Freshdesk Omni (omnichannel CX), Freshdesk (customer support), and Freshchat (live chat), alongside sales and marketing tools Freshsales, Freshsales Suite, and Freshmarketer. All products are unified under the Freddy AI platform and Freshworks Platform infrastructure. The company is strategically pivoting toward Employee Experience (EX) with Freshservice generating $510M ARR at 26% YoY growth, while CX products are managed for lower growth.
Differentiator
Problem solved
Functional benefit
Brands
- Freddy AI: AI-powered layer integrated across Freshworks products including Freshservice for self-service, AI agents, and proactive insights
- Freddy AI Agent Studio
- Freshservice for MSPs
- Freshservice for Business Teams
Products and services
- Freshservice
Quantifiable outcome
- 356% ROI in under 6 months
- +5 more outcomes
Companies that use Freshservice
Customer profileNamed customers20 records
Segments3 records
Ideal customer profiles3 records
Freshservice technology and API
TechnologyTechnology focussed Yes
API detail
- Has API
- No
- API docs
- API detail
Core technology
AI maturity
App detail
AI capability6 records
Feature6 records
Freshservice partnerships and signals
Strategic signalScale indicators8 records
Recent moves6 records
Expansion highlights6 records
Freshservice competitors and assessment
Company assessmentDirect peers
- ServiceNow: ServiceNow is the dominant enterprise ITSM and ESM platform, offering incident, problem, change, and asset management with Now Assist AI. Directly competes with Freshservice for ITSM deals at mid-market and enterprise, with a much larger installed base and broader workflow suite.
- ManageEngine ServiceDesk Plus: ManageEngine ServiceDesk Plus is a long-standing direct ITSM competitor targeting mid-market and enterprise IT teams with incident, asset, and change management. Highly comparable on core ITSM functionality and pricing tier, often cited alongside Freshservice in mid-market evaluations.
- Jira Service Management (Atlassian): Jira Service Management (formerly Jira Service Desk) is a direct ITSM competitor tightly integrated with Atlassian's DevOps tooling, favored by engineering-led organizations. Targets the same mid-market and enterprise ITSM buyers as Freshservice and competes on AI features via Atlassian Rovo.
- BMC Helix ITSM: BMC Helix ITSM (formerly Remedy) is an enterprise ITSM platform serving large IT organizations with incident, problem, change, and CMDB capabilities. Competes with Freshservice in enterprise ITSM modernization deals and has invested heavily in AI (BMC HelixGPT).
- Ivanti Neurons for ITSM: Ivanti Neurons for ITSM is a direct ITSM and IT asset management competitor with a strong foothold in mid-market and enterprise IT, particularly in healthcare and government. AI-driven service management and unified endpoint management overlap directly with Freshservice's positioning.
- SolarWinds Service Desk: SolarWinds Service Desk (formerly Samanage) is an ITSM platform targeting mid-market IT teams with ticketing, asset management, and change management. Comparable to Freshservice on SMB/mid-market positioning and pricing tier.
Broad incumbents
- Zendesk: Zendesk is a broader customer service and employee engagement platform that has expanded into EX/IT workflows through its employee service offering. Not as deep on ITSM as Freshservice, but overlaps in service desk ticketing and employee experience.
Emerging players
- SysAid: SysAid is an ITSM platform targeting mid-market and enterprise IT teams with AI-powered service management and asset management. Overlaps with Freshservice on ITSM core and AI-driven ticket deflection, but smaller scale and less brand recognition.
- InvGate Service Desk: InvGate Service Desk is an ITSM and asset management platform with strong traction in Latin America and growing mid-market presence. Comparable to Freshservice on core ITSM functionality and price-sensitive mid-market positioning.
Regional players
- TOPdesk: TOPdesk is an ITSM and ESM vendor with strong presence in Europe, particularly the Netherlands, Germany, and UK, serving mid-market and enterprise IT teams. Comparable to Freshservice on ITSM core functionality and ESM expansion to HR/Facilities.
Market position
Strengths5 records
Weaknesses5 records
Competitive moat5 records
Key risks5 records
Key highlights7 records
Customer concentration
Freshservice social profiles
Digital presenceFreshservice financial estimates
Financial estimateRevenue estimate
Valuation estimate
Freshservice leadership team
Management profileNumber of profiles
Profiles2 records
Freshservice funding detail
Funding detailFunding overview
Funding rounds
Investors
Funding detail is available on the Subscription and Enterprise plan.Contact sales →
Freshservice M&A and investment
M&A and investmentM&A
Investments
M&A and investment is available on the Subscription and Enterprise plan.Contact sales →
Frequently asked questions about Freshservice
What does Freshservice do?
Freshservice is an AI-powered IT Service Management (ITSM) platform delivered as a SaaS subscription that unifies IT service desk, IT asset management (ITAM), IT operations management (ITOM), and enterprise service management on a single platform. It is built around the proprietary Freddy AI layer for automation, self-service deflection, agent assistance, and proactive insights, and is sold to mid-market and enterprise IT teams, managed service providers, and adjacent business functions such as HR, facilities, and finance.
Is Freshservice a public or private company?
Freshservice is a public company. It is classified as public and is currently operating.
When was Freshservice founded?
Freshservice was founded in 2010. It employs 1,001 to 5,000 people.
Where is Freshservice based?
Freshservice is headquartered in San Bruno, United States, in the North America region.
How does Freshservice make money?
One revenue line is on record: saaS Subscription (ITSM Platform).
Who are Freshservice's main competitors?
Direct peers on record are ServiceNow, ManageEngine ServiceDesk Plus, Jira Service Management (Atlassian), BMC Helix ITSM, Ivanti Neurons for ITSM and SolarWinds Service Desk. Zendesk is listed as a broad incumbent. Emerging players are SysAid and InvGate Service Desk. TOPdesk is listed as a regional player.
Does Freshservice have an API?
No public API is recorded for Freshservice.
What industry is Freshservice in?
Freshservice's product category is IT Service Management (ITSM). Its primary akta.pro industry code is HDAEALAA, IT Service Management (ITSM) Platforms, with a secondary code of HDAEALAI, IT Incident, Problem & Change Management Platforms. Its NAICS code is 518 and its SIC code is 7372.