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ITSM software from Freshworks with Freddy AI for reply suggestions, ticket summaries, AI agents and ticket trend analysis.
Matrix42 AI features, pricing and GDPR (October 2026)
Service management and endpoint platform from Frankfurt with AI agents, AI-assisted triage and a free choice of AI models.
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Pricing: Contact for pricing
No prices published. Quote based on company size, scope and customization, as of September 2026. The pricing page offers a 30-day free trial.
What is Matrix42?
Matrix42 is a German platform for IT and enterprise service management, asset and endpoint management. Its AI layer, Matrix42 Intelligence, adds AI agents, conversational self-service and AI-assisted triage, with customers choosing the AI models.
The platform combines service management, software and SaaS asset management, a CMDB, unified endpoint management, identity governance, remote assistance and endpoint data protection. Matrix42 was founded in 1992, is headquartered in Frankfurt am Main and reports more than 600 employees and 4,300 customers. It offers three operating models: Matrix42 Cloud, a private cloud managed by Matrix42, and on-premises.
Matrix42 AI features and use cases
- Resolves routine requestsAI agents in Matrix42 Intelligence handle routine requests and automate recurring tasks so employees get help without waiting for an agent. The service desk keeps its time for cases that need a person.
- Supports conversational self-serviceConversational AI lets employees describe their problem in plain language in the self-service portal. This lowers the barrier to self-service and reduces the number of simple tickets.
- Speeds up triage for agentsAI-assisted triage helps service desk agents classify and route incoming tickets. Tickets reach the right team sooner, and agents spend less time on sorting.
What sets Matrix42 apart
- Customers choose which AI models to use, build their own use cases and decide where their data goes, according to Matrix42 (AI Your Way).
- Available as Matrix42 Cloud, managed private cloud or on-premises, with software built, hosted and supported in Europe according to the vendor.
Where Matrix42 is strongest
Matrix42 is headquartered in Frankfurt am Main, reports more than 4,300 customers and has offices in Austria and Switzerland.
Questions to ask before you buy Matrix42
Matrix42 does not publish prices, which depend on company size and scope. The AI page does not name specific models or hosting locations, so clarify which models you will use and where prompts are processed. Request a data processing agreement under GDPR Art. 28. In Germany, involve the works council if AI analyses of tickets or endpoints can reveal the behavior of individual employees.
Using Matrix42 in the EU: GDPR and AI Act
- Data locationMultiple regions, EU region available (according to the vendor).
- Data processing agreementNot published by the vendor: ask for one (Art. 28 GDPR).
- 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.
Matrix42 reviews
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Questions about Matrix42
Can I test Matrix42?
Yes. The pricing page offers a free 30-day trial. Prices are only available as a quote.
Can Matrix42 run on-premises?
Yes. Besides Matrix42 Cloud and a private cloud managed by Matrix42, customers can run the software in their own data center with support from the vendor.
Which AI models does Matrix42 use?
Matrix42 says customers can select their own models under its AI Your Way approach. The public AI page did not name specific models in our September 2026 review.
Matrix42 update historyno updates yet
No changes recorded for Matrix42 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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