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AIOps platform that correlates alerts from many monitoring tools into incidents, enriches them with context and suggests fixes.
Freshservice AI features, pricing and GDPR (October 2026)
ITSM software from Freshworks with Freddy AI for reply suggestions, ticket summaries, AI agents and ticket trend analysis.
Per userFree trial
from $19 per user/month
Pricing details
According to the pricing page, Starter costs $19, Growth $49 and Pro $99 per agent per month billed annually, Enterprise by quote, as of September 2026. Freddy AI Copilot costs an extra $29 per agent per month.
What is Freshservice?
Freshservice is IT service management software from Freshworks for service desks of all sizes. Its Freddy AI features suggest replies, summarize tickets, answer employee requests through an AI agent and analyze ticket trends.
Freshservice covers incident, problem, change and asset management, a service catalog and self-service portal, and integrations through a marketplace. It belongs to Freshworks, headquartered in San Mateo, California, which reports more than 74,000 business customers across all its products. The Starter, Growth and Pro plans list prices per agent, Enterprise is priced by quote, and all plans can be tested for 14 days.
Freshservice AI features and use cases
- Drafts replies and summaries for agentsFreddy AI Copilot, an add-on for Pro and Enterprise, offers response, summarization, resolution, ticket and knowledge assistants inside the ticket. Agents get a draft answer or a summary of a long thread and resolve cases with less typing.
- Answers employee requestsFreddy AI Agent answers employee questions in self-service and chat without an agent. Enterprise includes 1,200 sessions per year. Simple requests are closed without a ticket reaching the queue.
- Shows ticket trendsFreddy AI Insights, included in Enterprise, analyzes ticket data and points out trends and unusual patterns. IT leads see recurring problems earlier without building their own reports.
What sets Freshservice apart
- Lists prices per agent on its pricing page, with the AI Copilot as a separately priced add-on.
- Customers choose a data center region at signup; the subprocessor list names Microsoft Azure OpenAI with processing in the US, EU, India and Australia.
Where Freshservice is strongest
United States Available internationally
Freshworks has its principal office in San Mateo, California; according to the vendor, more than 20,000 businesses worldwide use Freshservice.
Questions to ask before you buy Freshservice
Budget for the Copilot add-on at $29 per agent per month, since the plan price does not include it. Choose the EU data center at signup, because an account stays pinned to its region. Review the subprocessor list, which names the AI model providers, and the data processing agreement in the trust center.
Using Freshservice in the EU: GDPR and AI Act
- Data locationMultiple regions, EU region available (according to the vendor). Hosting regions: United States, EU, India, Australia, United Arab Emirates.
- Data processing agreementPublic, read it here (opens in a new tab). Subprocessor list (opens in a new tab).
- EU AI ActCheck whether the AI prepares decisions about people. If not, the high-risk rules usually do not apply. The high-risk obligations apply from December 2, 2027 (Digital Omnibus).
General information with sources, not legal advice.
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Questions about Freshservice
Does Freshservice have a free plan?
No. There is no free plan, but every plan can be tested free for 14 days.
Is Freddy AI included in the price?
Partly. Enterprise includes Freddy AI Agent with 1,200 sessions per year and Freddy AI Insights. Freddy AI Copilot is an add-on at $29 per agent per month for Pro and Enterprise.
Can data be hosted in the EU?
Yes. Customers pick the data center region at signup, and the EU is one of the options. Freshworks lists its AI processing regions, including the EU, in its subprocessor list.
Freshservice update historyno updates yet
No changes recorded for Freshservice yet.
Changes the vendor made and confirmed user reports, each checked against the vendor's own pages. We review every tool monthly.
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