Freshservice is a cloud IT service management platform from Freshworks covering incidents, changes, assets and an ITIL-aligned service desk, priced per agent starting at $19 a month billed annually. It has an MSP mode for running multiple client organisations from one account, though it is built as ITSM software rather than a dedicated MSP PSA.
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Freshservice is a cloud-based IT service management platform from Freshworks for internal IT teams and managed service providers running an ITIL-aligned service desk. It covers incident, problem, change and release management, a configurable service catalogue and self-service portal, IT asset management with a CMDB, and contract management for tracking vendor and software licence renewals alongside the assets they cover. Freshservice includes an MSP mode that lets a single account manage multiple client organisations as separate companies with their own branded portals and support addresses, and a separate multi-account option where each client gets a fully isolated Freshservice account while the MSP is billed only for the agents who work across the group. This makes Freshservice usable by MSPs, though it remains an ITSM product built around a single organisation's IT operations rather than a PSA built around client contracts and recurring billing.
Pricing is published per agent per month: $19 on the Starter plan, $49 on Growth and $99 on Pro, all billed annually, with a custom-priced Enterprise tier above that (checked September 2026). Monthly billing costs more than the annual rate shown. A 14-day free trial gives full access to features before signing up, and Freshservice has no permanent free tier. Freshservice integrates with identity providers including Microsoft Entra ID (Azure AD) and Okta, collaboration tools such as Slack and Microsoft Teams, Jira for development handoff, and RMM platforms including NinjaOne through native or marketplace-listed connectors, alongside an orchestration engine for building further workflow automations. Freshworks, the vendor, was founded in 2010 as Freshdesk in Chennai, India, and is now headquartered in San Mateo, California. An MSP considering Freshservice should check whether its ITSM-first feature set covers the billing and client-contract handling a dedicated PSA would provide, and confirm which pricing tier includes the specific automation, asset and API limits it needs, since these vary between the Starter, Growth and Pro plans.
Freshservice is ITSM software with an MSP mode added on, not a PSA built for MSP billing and client contracts from the ground up, so most MSPs will find it lighter on invoicing and recurring revenue management than ConnectWise PSA, Autotask or HaloPSA. It suits an MSP that wants ITIL-aligned processes, a strong CMDB and asset management, and is willing to run billing separately, or an internal IT team evaluating it purely as a service desk. Its published per-agent pricing and 14-day trial make it easy to test before committing. On a trial, check whether the tier you need includes contract management, orchestration transaction limits and the RMM integrations you actually use, since these vary between the Starter, Growth and Pro plans.
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|---|---|---|
| Ticketing with SLA timers | yes | Incident management with SLA policies and escalation. |
| Contract and agreement management | yes | Tracks vendor, lease and software licence contracts against assets, not client billing agreements. |
| Time tracking and timesheets | yes | Time entries and timers on tickets, tasks, problems and changes, with billable/non-billable timesheet reports. |
| Billing and invoicing | no | No client billing or invoicing module; Freshservice is ITSM rather than a billing-led PSA. |
| Project management | yes | Project module available as a separately licensed add-on at $15 per user per month. |
| Client self-service portal | yes | Self-service support portal; MSP mode adds branded portals per client company. |
| Built-in knowledge base | yes | |
| RMM integration | yes | Native NinjaOne connector; other RMMs via marketplace or orchestration workflows. |
| Accounting integration | no | No native QuickBooks or Xero integration documented by the vendor. |
| Reporting and dashboards | yes | |
| Mobile app | yes | iOS and Android apps. |
| Workflow and ticket automation | yes | Orchestration Center workflow automator, with monthly transaction limits by plan. |
| Asset and configuration tracking | yes | CMDB and IT asset management, including software asset tracking, is a core module. |
Freshservice is an ITSM (IT service management) platform built for a single organisation's service desk, incident, change and asset management, not a PSA built around client billing and contracts. It does have an MSP mode that lets one account manage several client organisations with their own portals, which is why some MSPs use it, but it does not include the invoicing or recurring-revenue features found in a dedicated PSA such as ConnectWise PSA or HaloPSA.
Freshservice is priced per agent per month, starting at $19 on the Starter plan, rising to $49 on Growth and $99 on Pro, all billed annually (checked September 2026). There is also a custom-quoted Enterprise tier above Pro. Monthly billing, where offered, costs more than the annual rate shown here.
Yes, Freshservice offers an MSP mode that lets a single account manage multiple client companies with separate branded portals and support email addresses, and a separate multi-account option that gives each client a fully isolated Freshservice account while the MSP is billed only for the agents working across the group. This is documented by Freshworks itself rather than being a third-party add-on.
Freshservice offers a 14-day free trial with full access to all its features, allowing prospective users to evaluate the platform before purchase. It has no permanent free version once the trial ends. Ongoing use requires a paid, per-agent subscription on one of Freshservice's published pricing tiers.
Yes, Freshservice has a native integration with NinjaOne that can create and update Freshservice tickets from NinjaOne alerts and match NinjaOne devices to Freshservice assets. Other RMM and IT tools connect through the Freshworks Marketplace or Freshservice's Orchestration Center, so MSPs should confirm their specific RMM is supported before switching.
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