About Freshservice
Freshservice is a cloud-based service desk and IT service management (ITSM) solution that currently serves more than 10000 SMB, mid-market, and enterprise customers worldwide.
Freshservice is designed, using ITIL best practice, to help IT organizations to focus on what’s most important – exceptional service delivery and customer satisfaction. In addition to supporting their service desk and ITSM needs, these customers choose Freshservice based on ease to use, speed of setup, customer service, and affordability.
Freshservice has an intuitive UI, is effortlessly configurable and customisable to meet customers’ exact requirements, and is easily integrated with other business and IT systems. Native integrations with a number of popular cloud services such as Google Apps, Dropbox, AWS, and Bomgar also speed up deployment and reach.
Freshservice is part of the Freshworks product family, whose flagship product is the leading customer support solution Freshdesk – with more than 100000 customers worldwide, including Cisco, Honda, 3M, The Atlantic, and QuizUp.
Pricing starting from:
US$19,00/month
- Free Version
- Free Trial
- Subscription
Key benefits of Freshservice
- Cloud based and ITIL Ready out of the box
- Refreshing user experience that is miles ahead of age-old service desks
- Built-in asset management capabilities to manage all kinds of digital assets
- Flexible Pricing Plans for all kinds of organizations
Devices
Business size
Markets
United Arab Emirates, Austria, Australia, Belgium, Brazil, Canada, Switzerland, China, Colombia, Costa Rica, Czechia, Germany, Denmark, Spain, Finland, France, United Kingdom, Greece, Hong Kong SAR China, Israel, India, Iceland, Italy, Jamaica, Japan, Luxembourg, Mexico, Malaysia, Netherlands, Norway, New Zealand, Panama, Peru, Poland, Puerto Rico, Portugal, Romania, Russia, Sweden, Singapore, Thailand, Turkey, United States, South Africa and 39 others
Supported Languages
Dutch, English, French, German, Italian, Polish, Portuguese, Russian, Spanish, Swedish and 5 others
Pricing starting from:
US$19,00/month
- Free Version
- Free Trial
- Subscription
Images
Features
Total features of Freshservice: 135
- API
- Access Controls/Permissions
- Active Directory Integration
- Activity Dashboard
- Activity Tracking
- Alerts / Escalation
- Alerts/Notifications
- Approval Process Control
- Approval Workflow
- Asset Lifecycle Management
- Asset Tracking
- Assignment Management
- Audit Management
- Audit Trail
- Backup and Recovery
- Barcoding/RFID
- Billing & Invoicing
- Bug Tracking
- Buy Side (Suppliers)
- CMDB
- CRM
- Call Center Management
- Case Management
- Cataloging/Categorization
- Change Management
- Change Planning
- Change Tracking
- Chat/Messaging
- Client Portal
- Collaboration Tools
- Completion Tracking
- Compliance Management
- Compliance Tracking
- Configuration Management
- Content Management
- Contract Drafting
- Contract Lifecycle Management
- Contract/License Management
- Corrective and Preventive Actions (CAPA)
- Cost Tracking
- Customer Complaint Tracking
- Customizable Branding
- Customizable Fields
- Customizable Forms
- Customizable Reports
- Customizable Templates
- Dashboard
- Data Import/Export
- Data Visualization
- Deadline Management
- Depreciation Management
- Device Auto Discovery
- Disposal Management
- Document Storage
- Drag & Drop
- Electronic Signature
- Email Management
- Email Templates
- Feedback Management
- For IT Project Management
- Forms Management
- Full Text Search
- Gamification
- Help Desk Management
- IT Asset Management
- IT Asset Tracking
- IT Incident Management
- Incident Management
- Incident Reporting
- Inventory Management
- Investigation Management
- Issue Auditing
- Issue Management
- Issue Scheduling
- Issue Tracking
- Knowledge Management
- License Management
- Live Chat
- Maintenance Management
- Maintenance Scheduling
- Mobile Access
- Mobile Alerts
- Monitoring
- Multi-Channel Communication
- Multi-Channel Management
- Multi-Language
- Multi-Location
- Multiple User Accounts
- Network Monitoring
- Patch Management
- Percent-Complete Tracking
- Performance Metrics
- Prioritization
- Problem Management
- Project Management
- Project Time Tracking
- Real Time Monitoring
- Real-Time Chat
- Real-time Updates
- Recurring Issues
- Relationship Mapping
- Release Management
- Remote Access/Control
- Remote Monitoring & Management
- Reporting & Statistics
- Reporting/Analytics
- Request Assignment
- Requirements Management
- Requisition Management
- Resource Management
- Role-Based Permissions
- Routing
- SSL Security
- Scheduled / Automated Reports
- Scheduling
- Search/Filter
- Self Service Portal
- Sell Side (Customers)
- Service Catalog
- Service Level Agreement (SLA) Management
- Service Reporting
- Status Tracking
- Summary Reports
- Supplier Management
- Support Ticket Tracking
- Survey/Poll Management
- Surveys & Feedback
- Task Management
- Task Progress Tracking
- Testing/QA Management
- Third Party Integrations
- Ticket Management
- Widgets
- Workflow Configuration
- Workflow Management
Alternatives
Zendesk
ServiceNow
SolarWinds Service Desk
Autotask PSA
Reviews
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- Industry: Automotive
- Company size: 1 001-5 000 Employees
- Used Daily for 1+ year
-
Review Source
Overall rating
- Value for Money
- Ease of Use
- Customer Support
- Likelihood to recommend 9.0 /10
Probably the best tool for Help Desk Management
Reviewed on 2021/06/11
This is probably the best I used for ticketing. The support is really good, the only bad thing is...
This is probably the best I used for ticketing. The support is really good, the only bad thing is that you have to contact mostly via chat.
Pros
The features it provides are really good. The ticketing flow is easy to follow, we can handle our Service Catalog, integrate with Active Directory, manage Asset Inventory and now we started using the Project management tool.
Cons
The configuration (Initial Setup) is kind of complex. Design the flows is friendly, but complex if you have many rules, but the good thing is that support guides all the way during this process.
- Industry: Construction
- Company size: 201-500 Employees
- Used Daily for 2+ years
-
Review Source
Overall rating
- Value for Money
- Ease of Use
- Customer Support
- Likelihood to recommend 7.0 /10
FreshService Internal Ticket Management System for Gehan Homes
Reviewed on 2021/05/20
We enjoy FreshService for the simplistic ticket management and communication it provides. It is...
We enjoy FreshService for the simplistic ticket management and communication it provides. It is also a secondary database for our asset management to cross reference our main database. We would like to see more curated automated reports for both tickets and assets. We would also like to be able to levarage the change management database, but it does not appear user friendly nor intuitive; so we may need training on this but we do not use it because we dont understand it. We are actively looking for change management.
Pros
Easy to build requestors and submit tickets via email and communicate with the end users we support for our internal helpdesk. Easy to spot trends and ensure service level agreements for ticket response times are measured appropriately.
Cons
The inventory management system at first was very unreliable, sometimes search wouldnt pull up names or info. It seems to have been developed and works much better, but I believe the backend database or tool used could be of better quality. It has come a long way from the beginning and is markedly better.
Alternatives Considered
Zendesk, Spiceworks, Autotask PSA, ManageEngine Desktop Central and ServiceNowReasons for Choosing Freshservice
ManageEngine cost too much for what we were using it for and it was also on premises. We needed something simple and cloud based and cheaper.Switched From
ManageEngine Desktop CentralReasons for Switching to Freshservice
Cost, ease of use, and provided the greatest benefit for a simple ticket and asset tracking system with the "possibility" of future developments in other areas of the system. We know FreshService was and is a growing company so we bet our money on the growth, we have not been disappointed, but of course would like to see more development in the areas of change management and maybe some more asset tracking features. Also, the customer service and support is STELLAR, I would say better than any vendor or product we use previously or currently. Bravo on the customer support, please never change how great that is, its more important than people might think.- Industry: Computer Software
- Company size: 51-200 Employees
- Used Daily for 1+ year
-
Review Source
Overall rating
- Value for Money
- Ease of Use
- Customer Support
- Likelihood to recommend 8.0 /10
Simple & powerful ticket management platform
Reviewed on 2021/12/23
Ideal ticketing and support platform for startups and SMBs!
Ideal ticketing and support platform for startups and SMBs!
Pros
Freshservice was very easy to setup and migrate our operations to.
Onboarding and customer support is pretty impressive given the annual pricing plan is quite low compared to other players in this space.
Data analytics offered by the platform is quite detailed & easy to interpret.
Cons
UI looks a little outdated.
Workflows are great but quite tough to create customized ones, limited flexibility.
Email delivery/notification is a little challenging, face issues with our clients once in a while.
- Industry: Management Consulting
- Company size: 201-500 Employees
- Used Daily for 6-12 months
-
Review Source
Overall rating
- Value for Money
- Ease of Use
- Customer Support
- Likelihood to recommend 1.0 /10
No bang for the buck, an overpriced form submission tool that disappoints in reporting and...
Reviewed on 2017/06/13
Pros
Friendly user interface.
Copy screenshots directly into the form (although there's a bug for the last 3 months that screenshots are displayed double in edit mode.)
Plenty of fields to configure for more complex workflows.
Cons
Default categories and labels with awkward naming (synonymous use of "Tickets" and "Incidents" for "Issues", "Change" for "Change Request", "Problem" for "Bugs")
No possibility to convert issues to change requests. Agent needs to recreate the entire case in the back resulting in significant adminstrative overhead.
Reporting is practically inexistent.
REST API not covering many functions and object attributes. (You cannot substitute reporting externally.)
HTML editor limited and bugged. (CSS code in support articles not supported, Bootstrap not supported, code gets changed or reformatted upon saving articles)
No access to the file and image repository.
Frankly, with every new cosmetic change and "functionality no can do" message from the Team, I am growing more and more wary of this application. At this point, I am thinking of it as an overpriced form tool with practically no reporting, a gimped Knowledge Management base, and an asset list functionality that quickly drains your wallet.
I am spending significant time rewriting issues as change requests in order to subsequently manually attach them to the original issue ticket and explain to the user why I would want to close his ticket after all. Writing knowledge articles is best done in a separate HTML editor. The Text Editor lacks basic functionality, removes formatting and images in unpredictable ways with undoing, and stores images and files in a central repository you have no access to.
You might as well do that with a forms tool readily available on the internet.
- Industry: Education Management
- Company size: 1 001-5 000 Employees
- Used Daily for 2+ years
-
Review Source
Overall rating
- Value for Money
- Ease of Use
- Customer Support
- Likelihood to recommend 10.0 /10
Freshservice Review
Reviewed on 2021/05/20
I've really enjoyed having Frehservice in our organization. It has made my job as a manager much...
I've really enjoyed having Frehservice in our organization. It has made my job as a manager much easier in that I can easily review team performance, post announcements for the organization, and identify trends in issues or requests.
Pros
Freshservice has been a game-changer for our organization. The service catalog and user-friendly interface has allowed our employees to improve their productivity over the past 2+ years we have had the system implemented. The customizable forms and workflow has allowed our IT department to streamline processes and improve efficiency.
Cons
I wish the reporting capabilities were more customizable. There have been a few situations where I reached out to Frehservice for support on reports I needed but found the reports were not possible. The freshservice support team told me my reporting needs would be added to the list of potential "future enhancements'.
Reasons for Choosing Freshservice
Our previous product did not have a customizable system and did not provide our employees with a way to track their tickets once created. It also lacked any type of reporting capabilities.Switched From
CerbReasons for Switching to Freshservice
Cost and ease of customizationFreshservice FAQs
Below are some frequently asked questions for Freshservice.Q. What type of pricing plans does Freshservice offer?
Freshservice offers the following pricing plans:
- Starting from: US$19,00/month View Pricing Plans
- Pricing model: Subscription
- Free Trial: Available
21-day free trial, no credit card required. Blossom: $19/agent/month (billed yearly). Garden: $49/agent/month (billed yearly). Estate: $79/agent/month (billed yearly). Forest: $99/agent/month (billed yearly). For Blossom, Garden and Estate Plans, you can purchase additional assets at $0.20/asset/month.
Q. Who are the typical users of Freshservice?
Freshservice has the following typical customers:
2-10, 11-50, 51-200, 201-500, 501-1 000, 1 001+
Q. What languages does Freshservice support?
Freshservice supports the following languages:
Dutch, English, French, German, Italian, Polish, Portuguese, Russian, Spanish, Swedish
Q. Does Freshservice support mobile devices?
Freshservice supports the following devices:
Android (Mobile), iPhone (Mobile), iPad (Mobile)
Q. What other apps does Freshservice integrate with?
Freshservice integrates with the following applications:
Box, CloudApp, DocuSign, Dropbox Business, FreshBooks, Freshdesk Messaging, Google Analytics, Google Calendar, Google Contacts, Harvest, Jira, LogMeIn Rescue, Microsoft 365, OneLogin, OpsGenie, PagerDuty, Pivotal Tracker, QuickBooks Online Advanced, Salesforce Sales Cloud, Skype for Business, Slack, SugarCRM, SurveyMonkey, TeamViewer, WorkflowMax, Yammer, Zapier, miniOrange
Q. What level of support does Freshservice offer?
Freshservice offers the following support options:
Email/Help Desk, FAQs/Forum, Knowledge Base, Phone Support, 24/7 (Live rep), Chat
Related categories
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