Freshservice is a mainstream ITSM platform and system of record, with Freddy AI adding triage, answers, and agent assistance. Dex is an autonomous IT engineer that investigates, plans, and executes the underlying IT work across Microsoft 365 so it never becomes a ticket. Many teams keep Freshservice as their system of record and run Dex in front of it to remove the L1 to L3 workload.
| Parameter | Dex | Freshservice |
|---|---|---|
| Primary role | Autonomous resolution: executes the IT work end to end | System of record: logs, tracks, and manages tickets |
| AI scope | Investigates and executes changes across Microsoft 365 and connected systems | Freddy AI focuses on triage, answers, deflection, and agent assistance |
| Executes IT changes | Yes, directly under a code-level policy engine | Workflow automations and integrations; resolution generally still runs through agents |
| Setup | Free 30-day start; point it at a tenant | ITSM configuration and process setup, typically weeks |
| Pricing model | Per technician who operates Dex; employees never licensed | Per agent, tiered ITSM plans |
| Relationship | Runs in front of the ITSM to resolve work first | Remains the system of record and reporting layer |
Book a live demo and see how Dex investigates, plans, and executes real IT operations across your entire IT environment.
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