Enterprise DNA

Instead of Freshservice

Stop renting Freshservice. Own your IT service system.

We build your version around the services you support, who owns the work and how changes get reviewed. We bring your Freshservice records across and run the agreed system through your Command Centre.

Freshservice Pro lists US$99 per agent per month, billed annually. That is US$1,188 per agent for twelve months, before other charges.

Get your version built See it working
  • check_circleYour data in a database you own
  • check_circleOpen source, no lock-in
  • check_circleBuilt and run by Enterprise DNA

What the subscription buys

Price the service work you actually need

Freshservice combines service records with intake channels, automation and reporting. Decide which parts your business uses before replacing them.

paid

Pro is charged per agent

The published Pro rate is US$99 per agent per month on annual billing. The number of service agents sets the base subscription.

calendar_month

A recurring annual commitment

Twelve months of that Pro rate is US$1,188 per agent. Check your current contract for taxes, discounts and other charges.

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Different plans for different work

Starter lists US$19 and Growth US$49 per agent per month on annual billing. Pro adds the listed problem and change-management capabilities.

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Asset capacity has its own cost

The pricing page describes additional asset units and upgraded asset functionality as extra purchases. Include those in your comparison.

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Change records sit within the paid service

Freshservice Pro includes change and release management. Your replacement needs the approval evidence and operating process your team relies on.

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Leaving needs a record check

Ticket-list exports carry selected ticket fields. Conversations, internal notes and service-request item fields require separate extraction and mapping.

What you can own

A service register built around the next decision

Incidents

Find the work that needs an owner now

Review the same incident through its deadlines, owner and history. The free version uses the response and resolution times you record.

  • check See incidents past both agreed deadlines
  • check Find records quiet for a week
  • check Compare overdue work by owner
  • check Read the local history before drafting an incident brief

Recurring problems

Connect the fault to the equipment and service

Bring incident counts, asset custody and recorded causes into the same review.

  • check Spot assets with repeated open incidents
  • check Compare those incidents with warranty dates
  • check See which critical services have overdue work
  • check Record the cause and workaround before marking a known error

Change review

Know what is still open before approving a change

Review a planned change alongside active incidents on the affected service. Changed plans return for another approval.

  • check Keep the plan, rollback steps and test evidence together
  • check Record a reviewer distinct from the change owner
  • check See active service incidents beside planned work
  • check Produce a change brief with the recorded decision and outcome

Ownership

Keep your service records and review rules

The base combines custody checks, personal-record reviews and paperwork in your business name. Add the fields and checks your operation needs.

  • check Review personal-record retention purpose and dates
  • check Preserve records marked with a hold
  • check Produce incident and asset custody paperwork
  • check Export the complete local register and its recorded activity

Make it yours

Design your own Freshservice replacement

Everything starts from the open-source base. Then it gets your name, the parts you run, your rules and your data from Freshservice. Try it here, and we build the real one.

2. What it runs

3. Make it fit

4. Your colour

Your business · your Freshservice replacement Your version
YB Your business

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Answered from your own database

Build my version

We build it from the open-source base, bring your Freshservice data across and run it for you.

What it looks like

Ask it like you would ask a colleague

Real answers from the demo data that ships with IT Service for Claude Code. It runs in Claude Code inside the Claude app, so it feels like any chat you already use.

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IT Service for Claude Code

Connected to your own database

Which incidents are past their response and resolution deadlines?

T-1

Name
Harbour login failure
Priority
urgent
Owner
Aroha
Response_overdue
true
Resolution_overdue
true
Quiet_days
15

Ask it anything

Questions Freshservice cannot answer

Every one of these is a real question the demo answers today. Yours will be different, and that is the point.

chat_bubble Which incidents missed both response and resolution deadlines?
chat_bubble Which urgent work has gone quiet for a week?
chat_bubble Which expired-warranty assets also have repeated open incidents?
chat_bubble Which services combine critical status with overdue incidents?
chat_bubble Which recurring problems still have open incidents?
chat_bubble Which planned changes affect services with active incidents?
chat_bubble Which owners carry the most overdue tickets?
chat_bubble Which personal records need a retention review?
chat_bubble Which services have no accountable owner?
chat_bubble What happened before an incident was resolved?

Switching

How to switch from Freshservice

A move usually involves exporting selected ticket records, checking the import, mapping the history and rules you need, then validating the new register alongside Freshservice before you switch.

  1. 1

    Export ticket records

    Use Freshservice's ticket CSV export to bring over the selected ticket records you want in the new register. Standard ticket exports do not include conversations or internal notes, so decide whether those need separate handling. The free import is for ticket records from a CSV export. If you need records beyond tickets, confirm what Freshservice can export and what will need separate mapping.

  2. 2

    Test the import

    Run the import's test first, before saving records. It checks dates, headings and repeated records, and validates states and times. Review the results and resolve problems in the export or agree how to handle them before proceeding. Identical repeats are skipped, while changed repeats are rejected, so do not assume every row will be added.

  3. 3

    Load the records

    After the test results are understood, run the import to load the selected ticket records. The import retains original field values, but that does not mean every Freshservice field or workflow has been recreated. Keep a record of what was imported and note any fields, conversations or other history that need separate mapping before you rely on the new register.

  4. 4

    Run both side by side

    Keep Freshservice available while you use the new register alongside it for a short period. Check that imported tickets are present and that your team can follow the intended ownership, response and resolution rules in the new setup. Use this period to find gaps in the records or workflow mapping. The base uses explicit deadlines and does not infer business hours or pause deadlines when a ticket is pending.

  5. 5

    Switch off Freshservice

    Switch off Freshservice only after you have checked the records and agreed the replacement process is ready. Confirm that any conversations, attachments or service-request item details you chose to keep have been mapped, and that the service rules have been reviewed. If you still depend on an employee portal, email intake, discovery, service calendars or connections, scope those needs before ending the old service.

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Where the real effort goes

The import is only part of the work. Most effort usually goes into mapping your own fields and service rules, then deciding how much history to bring. Standard ticket exports exclude conversations and internal notes, and attachments, service-request item details, assets and changes need separate mapping. When Enterprise DNA runs the migration for you, they handle this mapping work with you.

Not ready for a call?

Get your Freshservice switch plan by email

We will send you the step-by-step plan for moving your business off Freshservice, what the move really involves, and how we would do it for you.

One email with your plan. No spam, and you can unsubscribe any time.

Three ways to own it

Start with the free version or have yours built

Open source

Do it yourself

Free, open source

  1. 1 Clone the repo and install its dependencies
  2. 2 Run npm run demo and inspect the fictional service records
  3. 3 Open it with Claude Code, Codex, OpenCode or Cursor
  4. 4 Map your Freshservice ticket CSV and test the import before using real records
Get it on GitHub

Built around your business

We customise it

A setup fee, then a retainer for ongoing work

  • check Your fields, service rules and review process
  • check Your Freshservice history mapped and reconciled
  • check An employee portal or web front end where you need one
  • check A different technical foundation where your business requires it
Get your version built

Omni by Enterprise DNA

We run it for you

One setup fee, then a retainer

  • check Installed and operated through Omni by Enterprise DNA
  • check The agreed intake channels and business connections
  • check Access controls, backups and recovery checks for your team
  • check A person to call when the service process changes
Book a call

Questions

Instead of Freshservice, answered

Does the free version replace every Freshservice feature? expand_more

It covers the service register: incidents, requests, assets, recurring problems and change decisions. Enterprise DNA scopes the employee portal, email intake, discovery, service calendars and connections your operation needs as part of your version.

Can we bring our existing ticket history? expand_more

The free import handles selected ticket records from a CSV export and retains the original field values. It checks dates, headings and repeated records. Conversations, attachments and service-request item details need separate mapping. We reconcile those requirements before a managed migration.

Will our response targets and approvals still mean the same thing? expand_more

The base uses explicit response and resolution deadlines. It does not infer business hours or pause a deadline when a ticket is pending. We map your actual service rules before switching. The base records approval evidence and a different named reviewer, and a changed plan loses approval.

Can Freshservice already answer these reporting questions? expand_more

Freshservice offers analytics and custom reporting. The examples here show the actual questions the free version answers today. Ownership lets you inspect the relationships, change the rules and keep the resulting records.

What does Enterprise DNA charge to build and run ours? expand_more

One setup fee, then a retainer for the agreed ongoing service. Sam scopes the records, migration, interfaces, access and operations with you. The free version has no software licence fee; hosting and agent use have separate costs.

Bring the bill and the service process

Book 30 minutes with Sam. Show him what Freshservice costs, the records you need and where the weekly review breaks down. He will scope your version and what it takes to run it.

Book a call Get the free version

IT Service for Claude Code is free and open source, published by Enterprise DNA.

Done paying for Freshservice?

Get your version built