General Information

What is the new Freshservice IT Asset Management (ITAM)? 
The new Freshservice ITAM represents an evolution of our asset management suite. By integrating Device42’s deep discovery and dependency mapping directly into the platform, we have created a unified experience that advances how you visualize and manage your technology stack. This allows you to resolve problems more quickly, assess the impact of changes more effectively, and meet regulatory, compliance, and cost requirements faster.

Why is Freshworks introducing the new Freshservice IT Asset Management? 
Building on our acquisition of Device42, we have been working to integrate its industry-leading capabilities into Freshservice. The new ITAM helps you gain complete visibility into assets across hybrid environments, understand relationships and dependencies between assets, and manage your technology landscape from a single unified platform.

What is Device42 and how is it related to this upgrade? 
Device42 is a leader in IT infrastructure management. By bringing Device42 into Freshservice, we offer a depth of infrastructure visibility, asset reconciliation, dependency mapping, and automated discovery that was not previously possible within the platform.

How is the new Freshservice IT Asset Management different from what I have today? 
The new Freshservice ITAM delivers a significant leap in discovery depth and accuracy. It provides advanced dependency mapping that gives your team a real-time, comprehensive picture of how infrastructure components relate to one another, regardless of location.

Does this mean Freshservice IT Asset Management Classic is going away? 
Yes. We will be sunsetting the ITAM Classic product and replacing it with the new ITAM product we are announcing today. We plan to discontinue ITAM Classic in December 2028.

Impact on existing setup

I have an asset pack. How does this change affect my data / configurations? 
There will be no service disruption to your current IT asset management setup, workflows, or data. When your account is ready for the upgrade, our customer success and support teams will guide you through the account setup and ensure a smooth transition.

I use Device42 on-prem integrated with Freshservice. How does this change affect my data and configurations?
There will be no service disruption to your current IT asset management setup, workflows, or data. When your account is ready for the upgrade, our customer success and support teams will guide you through the setup and ensure a smooth transition.

What happens to the current IT asset management experience? 
Your current IT asset management experience, ITAM Classic, is scheduled to be retired in December 2028. We will work closely with you to ensure your upgrade to the new Freshservice IT Asset Management is complete ahead of that date, so there will be no interruption to your service.

Upgrade process

When will my upgrade happen? 
Upgrades for existing customers are being managed on a rolling basis throughout 2026 and early 2027. We will determine your upgrade window based on your contract and technical needs. Once your account is eligible, we’ll reach out to confirm the timeline and provide options for you to reschedule the transition at your convenience, if needed.

Can I choose when my upgrade takes place? 
Yes. We will contact you prior to your eligibility window to confirm your upgrade and provide details on how to reschedule if necessary. Our goal is to make the transition as seamless as possible, and we will work closely with you to accommodate your team's specific scheduling needs.

Why are existing customers being upgraded at a different time than new customers? 
We are using a phased approach to ensure a seamless transition for our existing users. This allows us to prioritize the integrity of your data and configurations while providing your team enough time to become familiar with the enhanced capabilities of the new ITAM experience.

What if I am in the middle of a critical project during the timeframe you propose for my upgrade? 
Your current experience, which we will refer to as ITAM Classic, will remain fully available until December 2028. This provides a long-term window for the transition, and we will work closely with you to support your move.

What will the upgrade process look like? 
The upgrade process is tailored to your specific IT asset management setup. While we expect a seamless transition for the majority of customers, some configuration changes may be required to unlock our deeper discovery and dependency mapping features. To ensure clarity, our team will provide step-by-step instructions customized for your environment well in advance. We will also guide you through the setup of new tools and applications to ensure your live operations continue to run smoothly.

Upgrade support and commercials

Will there be any disruption to my team during the upgrade? 
We are taking a phased approach to minimize disruption. Your dedicated upgrade team will work with you to ensure the transition is seamless.

What support will be available to my team during the upgrade? 
Our support team will be available to guide you through the process and answer any questions along the way.

Who do I contact if something goes wrong during the upgrade? 
Please reach out to your customer success manager or our support team at support@freshservice.com. We will have escalation paths in place to resolve any issues quickly.

Will my pricing change as part of the upgrade? Your pricing will remain the same through the end of your current contract term. 

As part of this upgrade, we are phasing out our legacy billing structure in favor of a new asset unit model. This change will not take place until your first renewal following your move to the new ITAM experience. Meanwhile, you can review Freshservice IT Asset Management Plan to see how the new model works and how it might apply to your environment. Your Customer Success Manager will reach out in advance to discuss your specific account details and partner with you on the transition.