IT Service Management Tool on Cloud

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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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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 Starter 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 freshservice.com 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 - 100 free 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.
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
2000 Orchestration transactions/mo/account

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ProPopular

ITSM + Project Management for large organizations

$89

/agent/month, billed annually

$109/agent/month, billed monthly

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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.
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
Access Controls Pro Define responsibilities for agents across teams and grant them access to only what they need to perform their jobs
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

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Enterprise

Service management solution for enterprises

$109

/agent/month, billed annually

$129/agent/month, billed monthly

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Freddy Virtual Agent on MS Teams with 2000 suggestions/mo/account Bring on-demand self service within MS Teams with a pre-trained NLP engine for quick support and instant resolution. Beta
Freddy Agent Assist Speed up resolution of recurring tickets with Freddy’s predictive intelligence in canned response and article suggestions, and in ticket field predictions 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
HIPAA Compliance
Dedicated Customer Success Manager
20,000 Orchestration transactions/mo/account

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

Suggestion Definition: Solution article or service item suggestion by Freshservice Virtual Agent. We DO NOT count the concierge queries and small talk.