You don’t want a walkthrough of Freshservice’s four plan names. You want to know what a team your size will actually get billed across a year, before you sign anything. Freshworks publishes its per-agent rate right on the pricing page, which puts it ahead of plenty of IT service management (ITSM) vendors that make you talk to sales before you see a number at all. Getting that number is only step one, though.Â
Three things sit behind separate meters that never show up in the headline price: Freddy AI, IT asset management, and workflow automation. Skip past any one of them while comparing Freshservice against the rest of your shortlist, and the number you use to judge it will not match what your actual invoice looks like once your team is live on the platform.Â
This guide breaks down what Freshservice costs across its IT teams, business teams, and MSP pricing tracks, plus its standalone asset management product, what the AI and asset add-ons add up to once a team needs them, and where the numbers land against Desk365, ManageEngine, ServiceNow, and Jira Service Management, so you can weigh Freshservice against the rest of your shortlist on equal footing.Â
How much does Freshservice cost
Freshservice’s four tiers cover different depths of IT service management (ITSM): Starter, Growth, Pro, and Enterprise. The table below shows annual billing, with the monthly rate next to it.
| Plan | Annual (per agent/month) | Monthly (per agent/month) | Adds |
|---|---|---|---|
| Starter | $19 | $29 | Incident management, knowledge base, task management, support portal |
| Growth | $49 | $59 | Service catalog, SLA management, on-call management, cloud management |
| Pro | $99 | $119 | Problem, change, major incident, and workload management |
| Enterprise | Custom | Custom | Sandbox, audit logs, Freddy AI Agent and Insights bundled in |
The gap between monthly and annual billing isn’t the same at every tier, so don’t apply one flat percentage across the board. Starter takes the biggest hit: $19 a month on annual billing versus $29 on monthly is a 53% premium for paying month to month, or a 34% saving for committing to a year. Growth and Pro both carry a smaller gap, about 20% more on monthly billing than annual, or roughly 17% saved by paying annually. Starter is where the annual commitment matters most financially. On Growth and Pro, it’s a real but more modest saving.
Is Freshservice free?
No. Freshservice does not have a permanent free tier the way some competitors do. What it offers instead is a 14-day free trial with no credit card required, and the trial gives unrestricted access to Enterprise-level features so you can test the full platform before you buy.
Nothing you build during the trial carries over automatically once it ends. Workflows, custom fields, and integrations you set up need to be recreated or migrated onto a paid plan, so budget the time for that if you’re testing seriously.
Freshservice plans, tier by tier
Starter
Starter covers incident management, a knowledge base, task management, and a self-service portal. In practice, your team logs tickets, writes help articles, and gives employees one place to submit requests and find answers without filing anything.
There’s no asset management and no service catalog at this tier. If your team’s job starts and ends at closing tickets, Starter does that job and nothing else, which is exactly the point for a small or single-department team not ready to pay for more.
Growth
Growth adds a service catalog, service level agreement (SLA) management, on-call management, and cloud management on top of everything in Starter. It also bundles the IT asset management (ITAM) Growth package, which comes with 100 Asset Units included.
That 100-unit number is smaller than it looks. Freshservice’s asset licensing metric weights devices differently: a desktop or laptop costs one Asset Unit, a server or network device costs four, and a SaaS user costs one. A team with even a modest mix of servers and endpoints can hit that ceiling well before headcount alone would suggest, and pricing guides that describe this as “a 100-device limit” are describing the wrong unit.
Growth has no path to Freddy AI at all, not even as a paid add-on. Freddy AI Copilot only unlocks starting at Pro. A team that upgrades from Starter to Growth purely to get AI assistance will find it isn’t there to buy yet, at any price.
Pro
Pro brings in problem management, change management, major incident management, workload management, and release management, the deepest IT Infrastructure Library (ITIL) toolkit below Enterprise. This is the tier that attracts IT organizations formalizing a change advisory board or a service catalog employees browse before opening a ticket.
At $99 a month per agent on annual billing, Pro costs roughly double Growth and more than five times Starter. Freddy AI still is not included at this price. Add Freddy AI Copilot alongside Pro’s ITIL depth, and that’s another $29 per agent per month, bringing a fully AI-assisted Pro seat to $128 a month. The tier built for formal, structured IT organizations is also the one where AI stops being optional and starts being another line item to negotiate.
Enterprise
Enterprise is custom-quoted, and it’s the only tier where Freddy AI ships without an extra line item. Freddy AI Agent (Classic), Freddy AI Insights, sandbox environments, and audit logs all come bundled in. Each Enterprise license includes 1,200 Freddy AI Agent sessions per year, with prorated limits for shorter billing terms.
That bundling is the strongest argument for Enterprise if AI deflection is central to your plan, since it’s the one tier where you’re not paying a per-agent AI surcharge on top of the base rate.
How much does Freddy AI cost
Freddy AI Copilot, the response, summarization, resolution, ticket, and knowledge assistant that helps agents work faster, costs $29 per agent per month on annual billing, or $35 monthly. It’s sold as an add-on on Pro, and it stays a paid add-on even on Enterprise. Enterprise bundles Freddy AI Agent and Freddy AI Insights into the base price, but Copilot itself is billed separately at every tier where it’s available at all.
Freddy AI Agent (Classic), the requester-facing virtual agent that resolves end-to-end queries in chat, is bundled only into Enterprise and isn’t sold as a standalone add-on on Growth or Pro. If autonomous resolution matters more to your team than agent-side assistance, that’s a meaningful gap to plan around, not a rounding error.
Add-ons that push the price higher
Freshservice’s per-agent rate is genuinely published and easy to find. What’s harder to find on the same page is what several add-ons actually cost once your team needs them.
| Add-on | Cost | Notes |
|---|---|---|
| Freddy AI Copilot | $29/agent/month (annual) | Pro only as an add-on, and still billed separately even on Enterprise. |
| Additional Asset Units | About $125/month per 500 units (third-party reported) | Not listed with a dollar figure on Freshworks' own pricing page. |
| Orchestration transaction packs | $250 per 1,000 transactions | Included allowance runs from 1,000 (Starter) to 20,000 (Enterprise) a month. |
| Business Agent License | $49/agent/month | Pro and Enterprise only, for enterprise service management (ESM) letting HR, facilities, or finance run their own desk. |
| Connector app task packs | $80 per 5,000 tasks | 500 tasks included free, one time. |
| E-signature packs | $90/pack (30 credits) | Per account, not per agent. |
| Additional project management seats | $15/user/month | For non-agent stakeholders needing private project access. |
| Occasional agent day passes | From $3/day | Three free passes included at signup. |
The Asset Unit add-on is the one worth flagging hardest. Freshservice’s pricing page tells you it exists, noting that additional Asset Units “may be purchased for additional cost,” without stating the number.
What a real 20-agent team pays
Sticker price and actual invoice are different numbers once a team picks a plan and adds what it needs. Here’s what a 20-agent IT team pays annually under three common setups, on Freshservice’s own published annual rates.
| Setup | Annual cost |
|---|---|
| Starter, ticketing only | $4,560 |
| Growth, with asset management and SLAs | $11,760 |
| Pro plus Freddy AI Copilot, full ITIL and AI-assisted | $30,720 |
The jump from Starter to a fully AI-assisted Pro setup runs almost seven times for the same headcount. Most teams do not need change management, major incident management, and per-agent AI assistance on day one. Growth, with a targeted add-on or two, covers a lot of ground for a fraction of that number.
Freshservice for Business Teams
Freshservice also sells a separate track built for HR, finance, and other non-IT teams that want their own service desk without an IT-flavored feature set. Freshworks prices it as a single Pro plan, with no Starter or Growth tier underneath it. It’s a useful reminder that the transparency running through this whole guide is specific to the IT-teams product. Each Freshservice track publishes its own number, but they don’t share a page or a discount.
Pro for Business Teams costs $49 a month per agent on annual billing. It bundles a service catalog, workspaces, employee journeys, employee document generation, a workflow automator, multi-channel support, dashboards and reporting, compliance and security, and project management, all in one plan rather than staged across tiers the way the IT-teams product is.
The tradeoff for that simplicity is the missing entry point. IT teams can start at $19 a month on Starter and grow into more capability later. Business Teams starts and stays at $49, whether HR needs the full feature set on day one or not. Add-ons follow the same shape as the IT-teams product: Freddy AI Copilot, e-signatures, connector app tasks, orchestration transaction packs, day passes, and business projects all cost extra on top of that $49 base rate.
Freshservice for MSPs
Managed service providers get a third pricing track, built around running multiple client portals from one account rather than one department’s tickets.
Freshservice for MSPs sells a single Core plan: $49 a month per agent on annual billing, or $59 monthly. That figure comes directly from Freshservice’s own MSP support documentation rather than the main pricing page, which doesn’t list MSP pricing at all. Core includes client management, a knowledge base, a workflow automator, curated reports, portal customization, business hours, incident management, a self-service portal, access controls, custom SSL, and multiple SLA management.
Occasional access works differently here than on the IT-teams product. Freshservice for MSPs prices its day pass add-on at $7 per agent, a one-time, non-recurring charge, against $3 a day pass on the IT-teams side. If an MSP’s business model leans on short-term technician access across client accounts, that per-pass gap compounds faster than the base plan price suggests.
Freshservice IT Asset Management, as a standalone product
Separately from the Asset Units bundled into Growth and above, Freshworks also sells IT asset management as its own product line, for teams that want deep discovery and CMDB work without buying a full service desk seat.
All three tiers, Growth, Pro, and Enterprise, are quote-only on the standalone ITAM pricing page. Freshworks does not publish a per-unit or per-agent price for any of them, and every tier link goes straight to a contact-sales form. Growth covers asset discovery, hardware asset management, lifecycle management, a configuration management database (CMDB), and workflow automation. Pro adds contracts and purchase orders, software asset management, SaaS discovery, and software normalization. Enterprise adds service discovery, application dependency mapping, and business service mapping.
That’s a real gap in transparency for a company that otherwise leads with its per-agent rate. If your team is evaluating standalone IT asset management rather than the asset management bundled into Freshservice Growth, get a quote early.Â
Freshservice versus other ITSM platforms
Freshservice’s entry price sits in the middle of the pack against other help desk and ITSM platforms, for a 10-agent team on annual billing.
| Platform | Entry plan | Monthly cost, 10 seats | Notes |
|---|---|---|---|
| Desk365 | Standard, $12/agent/month | $120 | Ticketing, automation, and SLAs included from the start. |
| ManageEngine ServiceDesk Plus | Standard, $13/technician/month | $130 | Cloud rate, English only, IT ticketing only. |
| Freshservice | Starter, $19/agent/month | $190 | Ticketing only, asset management starts at Growth. |
| Jira Service Management | Standard, $20/agent/month | $200 | Now sold as Service Collection with Assets and Rovo AI bundled. |
| ServiceNow | No published rate | Estimated $700 to $1,000-plus | Foundation-tier estimate only, every deal is a custom quote. |
Worth noting: as of 2026, Atlassian no longer sells Jira Service Management as a standalone product. It’s bundled into a Service Collection alongside Customer Service Management and Assets, at the same per-agent price, so the $20 figure already includes asset and configuration management that Freshservice holds back until Growth. ServiceNow’s estimate above comes from third-party analyst pricing trackers such as eesel AI’s ServiceNow breakdown, since ServiceNow itself publishes no per-user rate to check that estimate against.
Freshservice versus Desk365
Since both are built for IT service management rather than general customer support, Desk365 is one of the more direct comparisons available. Tier for tier, the two line up like this.
| Tier | Freshservice | Desk365 |
|---|---|---|
| Free | No permanent free plan, 14-day trial of Enterprise features | Standard features, up to three agents, lifetime, capped at 50 tickets a month |
| Entry paid | Starter, $19/agent/month | Standard, $12/agent/month |
| Mid | Growth, $49/agent/month, adds asset management (100 Asset Units) and SLAs | Plus, $22/agent/month, adds change and approval management plus AI drafting |
| Top | Pro, $99/agent/month, adds change and problem management, Freddy AI Copilot still $29/agent/month extra | Premium, $32/agent/month, adds asset management plus HIPAA-ready encryption |
The gap that stands out is where change management sits. Freshservice holds it back for Pro, at $99 an agent a month, before any AI add-on. Desk365 includes change and approval workflows starting at its second tier, Plus, at $22 an agent a month. For a 20-agent team, that’s the difference between $23,760 a year on Pro alone and $5,280 a year on Plus for a comparable approval workflow, before Freddy AI even enters the comparison.
Add Freddy AI Copilot to make Pro AI-assisted, and the gap widens further to $30,720 a year, against a platform that folds AI drafting, summarizing, and rephrasing into Plus and Premium already. Desk365’s more autonomous AI Agent runs on a metered credit system, $50 per 1,000 credits, rather than a flat per-agent surcharge, which is worth pricing out against your own ticket volume before assuming either model is cheaper at scale.
Asset management is closer to a wash. Freshservice Growth bundles 100 Asset Units, weighted so that a handful of servers can consume that allowance fast. Desk365 Premium includes asset management without publishing a separate per-unit meter, though it costs $32 an agent a month against Growth’s $49, another gap worth running through your own agent count before you decide either platform is the cheaper one
How to choose the right plan
Start with what your team does today, not what it might need in two years. If agents close tickets and write help articles, Starter or Desk365 Standard both cover it, and upgrading later is straightforward on either platform.
If Freddy AI Copilot or an equivalent AI assistant is central to how your team plans to work, price out the fully loaded cost, not the base tier. A Pro seat with Freddy AI Copilot runs $128 a month before volume discounts. Run that number against Desk365’s Plus or Premium, where AI drafting comes bundled, before assuming the AI-included platform is the more expensive one.
If a change advisory board or formal approval workflow matters to your team now, that single requirement pushes Freshservice to Pro. Price that against a platform that includes change and approval management two tiers earlier before you commit to the jump.
Finally, confirm your expected asset count before you pick a tier. Freshservice’s Asset Unit weighting means server-heavy environments hit Growth’s included allowance faster than a simple device count would suggest, and the additional-unit cost isn’t published on the main pricing page.
AI Agent
Asset Management
Knowledge Base
Automations
SLAs
Customization
Ticket Assignment
Reports & Analytics
Approval Management
Helpdesk Security
Explore All Features
Banking and Finance
Healthcare
MSP
Government 
Non Profit
IT Services
Customer Support
Human Resources
Facilities
