ITIL Based Incident Management Tool | Freshservice Service Desk

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The right-sized, intelligent service management solution for the modern enterprise

Starter

For getting started

$19

/agent/month, billed annually

$29/agent/month, billed monthly

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Workspaces Create separate workspaces for internal teams to deliver services with security and autonomy
Incident Management Restore a service to normal as quickly as possible with proper logging, analyzing and resolving of incidents
Knowledge Base Publish and maintain a repository of solution articles to common, recurring problems faced by end users and thereby deflect tickets
Self Service Portal Provide a platform for end users to help themselves
SLA Management Enforce different SLA policies for tickets based on departments or groups
Workflow Automator Automate processes and mundane tasks by setting the desired conditions with a simple drag and drop option
Orchestration Automate manual, error-prone, routine tasks that are spread across disparate tools by seamlessly integrating with 3rd party apps for a unified, comprehensive automation engine across the org.
Access Controls Create and define the level of access for each of your agents within a service desk
Analytics Starter Get a complete overview of your service desk performance and drill deeper with run-time filter
Multiple Portal Languages Have localized versions of your support portal to cater to users across languages
Custom SSL Avail one default SSL certificate for your portal on the https://www.freshworks.com/freshservice/ domain
Marketplace Apps Find integrations with popular apps and expand the scope of your service desk
Mobile Apps Access ticket information and take quick actions on the go using freshservice iOS and Android mobile app
1000 Orchestration transactions/mo/account

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Growth

For growing businesses across their LOBs

$49

/agent/month, billed annually

$59/agent/month, billed monthly

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Service Catalog Make requesting for services easier for end users by setting up a hassle-free portal
Asset Management - Includes 100 managed assets Scan and discover all assets in your organization and manage assets throughout their lifecycle
Purchase Order Management Gain complete control over your company's expenses with a streamlined process right from purchase to fulfillment.
Employee Onboarding Onboard your hires in a single click by setting up a seamless process for your stakeholders to contribute and collaborate.
On-call Management
Portal Customization Design your support portal according to your brand guidelines and make it part of your organization's domain
MSP Mode Create multiple support portals for different clients and manage all client tickets from a single application using the MSP plugin
Multiple SLAs Enforce different SLA policies for tickets based on departments or groups
Business Rules Perform condition-based actions on specific fields within a form
Approval Workflows Create approval workflows with powerful automation tools to fulfil requests on time
Business Hours Set up different business hours for your various remote service desk teams to accurately define SLAs and manage expectations
Cloud Management
2000 Orchestration transactions/mo/account

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ProPopular

ITSM + ITOM + Project Management for large organizations

$95

/agent/month, billed annually

$115/agent/month, billed monthly

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Freddy Copilot ADD-ON
Freddy insights ADD-ON
Problem Management Prevent disruptions in businesses and deflect tickets through problem management
Change Management Plan and assess changes with the Change Advisory Board (CAB) before changes are rolled out
Release Management Plan releases by documenting the build and test plans from beginning to end
Project Management Track IT initiatives to deliver outcomes on time, every time with a waterfall, a modern agile, or a hybrid approach.
SaaS Management Discover, Manage and Optimize your SaaS applications in Freshservice Add-on
Software License Management Track the software installed across your organization and compare these installations against the licenses purchased
Contract Management Manage all your vendor contracts right within the service desk
Alert Management Prevent critical outages through alerts that identify events and automates resolutions ahead of time.
Analytics Pro Create custom reports for all service desk scenarios, use advanced filters, group data based on your attributes of choice, and schedule reports
Team Dashboards Align your team's goals by creating new dashboards and sharing them with your team
IP Range Restrictions Increase helpdesk security by controlling who can log into the portal using their IP addresses
5000 Orchestration transactions/mo/account
Service Health Monitoring Transcend to Service Oriented Operations. Track service health and act upon associated alerts and incidents

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Enterprise

Service management solution for enterprises

$119

/agent/month, billed annually

$145/agent/month, billed monthly

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Freddy Virtual Agent on MS Teams and Slack Bring on-demand self service within MS Teams with a pre-trained NLP engine for quick support and instant resolution. Beta
Sandbox Create an out-of-the-box environment to test out workflows and configurations before syncing them to your Freshservice account
Audit Logs Keep track of all the changes that take place under the Admin section of your service desk
20,000 Orchestration transactions/mo/account

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Transaction Definition: Any action taken via the App node in the Workflow Automator.

Get add-ons that help you do more with Freshservice

Freddy Copilot

$29

/agent/month, billed annually

$35

/agent/month, billed monthly

Available on Pro and Enterprise

Learn more about features and pricing

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Personal generative AI assistant for your support team

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Freddy Insights

Purchase at least one license of Freddy Copilot to get complimentary access to Freddy Insights Beta for all your agents.

Available on Pro and Enterprise plans

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Generative AI-powered performance analysis and recommendations for leaders

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Orchestration Transaction Pack

$250

1000 Transactions per pack

Starter, Growth, Pro, Enterprise

Validity: End of Billing cycle

Transaction: Any action taken via the App node in the Workflow Automator

Starter, Growth, Pro, Enterprise

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Asset Pack

$75/mo

for a pack of 500 assets

Unlimited assets at $1500/mo

Available on Growth, Pro, and Enterprise

Growth, Pro, Enterprise

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Additional Project Management Licenses

$15/user/mo

Available on Pro, Enterprise

Invite other team members to collaborate on Projects. These users will have exclusive access to the Project Management module within Freshservice.

Pro, Enterprise

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SaaS Management

$1/employee/month

Available on Pro and Enterprise

Validity: End of Billing cycle

The add-on cost/month is based on the number of employees in an organization

Pro, Enterprise

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Business Agents

$39/agent/mo

500 suggestions per pack

Available on Enterprise

Validity: End of Billing cycle

Suggestion: Solution article or service item suggestion by Freshservice Virtual Agent.

We DO NOT count the concierge queries and small talk.

Pro, Enterprise

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All prices are exclusive of applicable taxes

24 x 7 email support and 24 x 5 phone support included with all plans

Start with a 14-day FREE trial on the ENTERPRISE plan

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Smart Incident Management Tool to increase agent productivity

Trusted by over 40,000 customers

With Freshservice, streamline incident management

anytime, anywhere.

With Freshservice, streamline incident management

anytime, anywhere.

Ticketing Dashboard

Detailed Ticket View

Ticketing Rules

Additional features you’ll love in Freshservice

Seamless collaboration

Mobility

Extensible

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Deliver Hassle-free service

Manage assets from a single pane

Reach users where they are

Make informed decisions

Experience success with Freshservice!

Realize ROI from Day 1

No cost support

14-day FREE trial. No credit card required. Check out our 100% transparent pricing

The right-sized, intelligent service management solution for the modern enterprise

Starter

Growth

ProPopular

Enterprise

Get add-ons that help you do more with Freshservice

Freddy Copilot

Freddy Insights

Orchestration Transaction Pack

Asset Pack

Additional Project Management Licenses

SaaS Management

Business Agents

Start with a 14-day FREE trial on the ENTERPRISE plan

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The Freshservice impact on our customers

Sumit Kohli

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