Comparison
Freshservice vs NetZen AI: ITSM, AI and MSP Operations
By NetZen AIPublished Sources reviewed
Freshservice publishes its prices: Starter US$19, Growth US$49 and Pro US$99 per agent per month billed annually, Enterprise by quote with Freddy AI included, and Freddy AI Copilot as a US$29 per agent per month add-on on lower plans (freshworks.com/freshservice/pricing, read 2 November 2026). Freddy AI Agent handles employee requests; Freddy AI Insights reports.
NetZen puts one AI on the ticket and the device inside a platform that is the service desk, the RMM and the PSA, at one published price per technician, with no AI add-on.
Features and pricing
AI packaging, device work, PSA and price, with sources beside each claim.
Freshservice publishes its plan prices and the Copilot add-on. “Not verified” is an open question, not a missing feature.
AI on the ticket
Freddy AI Copilot assists agents (add-on, US$29 per agent per month; included on Enterprise); Freddy AI Agent answers employees; Freddy AI Insights reports.
Documented
Freshservice pricingNetZen AI
The AI opens the ticket from Teams, Slack, Google Chat, email, web chat or phone, asks what your intake policy asks, answers from that client’s knowledge and keeps it on one ticket; a technician gets the findings.
Documented
NetZen service deskAI on the device
Freshservice manages assets and integrates with endpoint tools; its pages describe no endpoint agent that runs fixes.
Not verified
FreshserviceNetZen AI
The AI reads the device through NetZen’s own agent (Windows, macOS, Linux) and runs the fixes you enabled, with the approver you set per automation; every run is recorded.
Documented
NetZen AI RMMService desk
Incidents, requests, changes, assets, self-service and a portal for one organization; MSP mode exists for service providers.
Documented
FreshserviceNetZen AI
Tickets, SLAs, client portal and every channel per client, built for MSPs serving many organizations.
Documented
NetZen service deskBilling and PSA
No agreements, time to invoice or accounting; an MSP keeps its PSA.
Documented
FreshserviceNetZen AI
Included: tickets, SLAs, client portal, agreements, time, quotes, invoices, QuickBooks Online and Xero.
Documented
NetZen pricingPricing and packaging
Starter US$19, Growth US$49, Pro US$99 per agent per month billed annually; Enterprise by quote with Freddy AI included; Freddy AI Copilot US$29 per agent per month on other plans; 14-day trial.
Documented
Freshservice pricingNetZen AI
US$100 per technician a month, published, with AI, service desk, RMM and PSA included. Devices, clients and end users are not billed.
Documented
NetZen pricing| Capability | Freshservice | NetZen AI |
|---|---|---|
AI on the ticket | Freddy AI Copilot assists agents (add-on, US$29 per agent per month; included on Enterprise); Freddy AI Agent answers employees; Freddy AI Insights reports. Documented Freshservice pricing | The AI opens the ticket from Teams, Slack, Google Chat, email, web chat or phone, asks what your intake policy asks, answers from that client’s knowledge and keeps it on one ticket; a technician gets the findings. Documented NetZen service desk |
AI on the device | Freshservice manages assets and integrates with endpoint tools; its pages describe no endpoint agent that runs fixes. Not verified Freshservice | The AI reads the device through NetZen’s own agent (Windows, macOS, Linux) and runs the fixes you enabled, with the approver you set per automation; every run is recorded. Documented NetZen AI RMM |
Service desk | Incidents, requests, changes, assets, self-service and a portal for one organization; MSP mode exists for service providers. Documented Freshservice | Tickets, SLAs, client portal and every channel per client, built for MSPs serving many organizations. Documented NetZen service desk |
Billing and PSA | No agreements, time to invoice or accounting; an MSP keeps its PSA. Documented Freshservice | Included: tickets, SLAs, client portal, agreements, time, quotes, invoices, QuickBooks Online and Xero. Documented NetZen pricing |
Pricing and packaging | Starter US$19, Growth US$49, Pro US$99 per agent per month billed annually; Enterprise by quote with Freddy AI included; Freddy AI Copilot US$29 per agent per month on other plans; 14-day trial. Documented Freshservice pricing | US$100 per technician a month, published, with AI, service desk, RMM and PSA included. Devices, clients and end users are not billed. Documented NetZen pricing |
Sources and review scope
Sources checked . Freshservice pricing page (freshworks.com/freshservice/pricing, read 2026-11-02); NetZen service desk, RMM, automation and pricing.
Published by NetZen AI from public vendor materials. We have not run a comparative benchmark. Sources appear beside each claim. “Not verified” means an open question, not a missing feature.
AI security and governance
The AI asks before it acts.
It reads the device and the ticket, proposes only the fixes you enabled, and waits for the approver you chose. Every run is recorded.
1. It reads
The ticket, the device and that client’s knowledge.
2. It asks
The requester, your technicians or the site manager, as you set per fix.
3. It records
The run, the approval and the result, on the ticket or in History.
Who each platform fits
Choose around who the product is built for, what its AI may do, and what the quote adds up to.
When Freshservice fits
You are an internal IT team that wants ITSM with asset management and an AI copilot, and can budget the plan plus the Copilot add-on per agent.
Device work happens in a separate RMM you keep, and a technician runs the fixes.
When NetZen AI fits
You are an MSP serving many clients and want the AI, the desk, the RMM and the PSA in one published price with no add-on.
You want the AI to reach the device through its own agent and run the fix you approve.
What changes day to day
On Freshservice an agent works the ticket with Freddy’s summaries and suggestions, and opens the RMM to work the device. On NetZen the AI has read the device and tried the enabled fix by the time a technician opens the ticket, and the time on it feeds the invoice.
For an MSP the comparison is the Pro plan plus Copilot plus the RMM and PSA you keep, against one technician price.
Add the AI line, the RMM and the PSA before you compare. Then run one real ticket through both.
Worked for five agents
Pro plus Copilot, beside one price
Freshservice Pro with Freddy AI Copilot is 5 × (US$99 + US$29) = US$640 a month billed annually, plus the RMM and PSA you keep. NetZen is 5 × US$100 = US$500 a month with the AI, the RMM and the PSA in it.
In the customer’s words
The customer’s own words, not a benchmark against Freshservice.
What impressed me was NetZen’s ability to integrate the AI into the ticketing, have it triage the request and help diagnose the machines. It was exactly what we were looking for.
Frequently asked questions
Yes. Freddy AI Copilot (add-on, US$29 per agent per month; included on Enterprise), Freddy AI Agent for employee requests and Freddy AI Insights, per the pricing page read 2 November 2026.
Starter US$19, Growth US$49 and Pro US$99 per agent per month billed annually; Enterprise by quote; Copilot US$29 per agent per month on non-Enterprise plans (freshworks.com/freshservice/pricing, 2 November 2026).
No. The AI is in the US$100 per technician a month, with devices, clients and end users never billed.
Yes: agreements, time, quotes, projects and invoices, with QuickBooks Online and Xero, in the technician price.