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.
Pros
Simple to use - one of the main reasons we went with FreshService was that during a trial of many other systems FreshService was by far the easiest to setup and configure. This means more time doing other projects rather than administering the helpdesk system.
Powerful Automations - my trial version had the new Smart Workflow addon which made creating complex workflows very easy and simple. There is still room for improvement and some fields cannot be used in automations e.g. Impact or Urgency.
Self service catlog - its a nice to have and allows easy segregation of Service Requests compared to Incidents, the custom forms are nice although would be better to dynamic i.e. drop down of all requesters for example.
Branding - nice branding options and easy to use giving full access to CSS / HTML although not as easy to manipulate as ZenDesk.
Self Service Portal - We haven't rolled this out to end users yet but the portal is easy to use and with the branding options can be customised. The embedded widget is also useful and can be embedded into SharePoint.
Cons
Reporting - very limited compared to some systems although improvements are on the road map.
Software Assets - confusing to use as you have to track each software item as an asset, cannot easily search on what is installed on computers across the database. Again improvements coming on the road map.
Dashboard is useless - current implementation of the system gives a very basic overview of the system and an activity log. We don't use it as it doesn't provide any useful information.
Certain Form Fields - you cannot change the default fields or even hide them without using JavaScript, this means I have had to create custom fields to tell my agents to ignore certain fields which isn't ideal. Also the categories list is shared among tickets, our change requests differ from our incidents.
SLA breaches - compared to ZenDesk it isn't as easy to see when a ticket is due to breach SLA. Currently the ticket interface only shows Resolve Due date and not response due date, the response due just appears in the main ticket view when its close to expiry. Not ideal but workable.
We are back "with the times" compared to our previous ticket system.
Pros
The FreshService interface is pleasant and pretty intuitive to work with. We had been using a different ticket system for more than a decade. Nonetheless, the switch to FreshService was relatively smooth for the whole team. I think the major reason is that the interface feels rather natural or comfortable to work with.
The same kind of intuitiveness is also seen under the hood (Admin panel), which is where a lot of other systems fall short. Even though Fresh Service packs a ton of features under the hood, you are not battling against a maze of intertwined difficult-to-manage configurations. I personally don't need to do a lot of changes in the configuration (I'm rather the "backup" for those kind of things), but when I do, it doesn't take me too long to find out where I need to adapt what setting.
I had to contact Fresh Service support a few times and so far always got a satisfactory reply in a decent reply time.
Cons
With all of the above said, it also lacks some features you could see as "basic" or "take for granted" here and there.
Agents can't configure an "out-of-office" period themselves.
There's no possibility to set up a custom dashboard per agent.
My major pet peeve is the text editor, which options are very limited (can't send a reply with a paragraph in fixed with font, can't edit the source ...) and which sometimes behaves unexpectedly (some odd behaviour with linebreaks, weird cursor position when pasting text ...)
And finally, while there is integration with Jira, I have the feeling it tends to break quite easily. We've probably had it more half- or not-working-at-all than working as it should. This makes it unreliable, requires manual effort and follow-up and really undoes the usefulness of having integration at all.
The rapid deployment! Being Cloud, we were ready to start almost from day zero. The learning curve is quite smooth, and it was fairly easy to perform basic to moderate customizations on the portal and forms. Also the automation options were quite easy to follow (we basically used templates of the predefined ones) and one key for more novice users is that Freshservice has tutorials all around the solutions.
Pros
It's literally "pay and use". Zero footprint in your current IT architecture, everything is habdled via any compatible web browser. And yet it includes advanced ITSM functionalities such as asset management and CMDB, in which you mdeploy Probes and Agents to Windows, Linux and Mac devices to scan and inventory hardware and software. And like every other Freshworks solution, it's very customizable interms of UI, automation and notifications, as well as integrations with third-party solutions and via API for developers.
Cons
Perhaps adding new modules. Freshservice deals with this by integrations and automations, but out of the included modules (Tickets, Problems, Changes, Releases, CMDB, Projects, Solutions and Reports) you can't, at the moment, add a new one, such as Facilities or HR for example. However, provided that the included modules cover most, if not all, or ITSM's basic needs, and that the mnost generic modules (such as Tickets) are easily adaptable and customizable, that's not much of a problem.
The pricing for this product is very competitive which is great for the IT budget and value for dollar represent a good deal. I find the Support team is very helpful and responsive. This is not a complex product to set up but does take a little time to figure out how things work within Freshservice. I am very please overall.
Pros
SaaS based product so no on premises hardware or software. Setup is more than 10 minutes that some of the marketing indicates, but definitely not a complex setup. Once you understand the workflow things become fairly intuitive in setting up the software. The ability to process tickets from one screen, enabling you to reply, enter case notes and disposition the ticket from one screen is very good. Like anything there is a learning curve involved, but it becomes very straightforward to Administer. This is very important as I am handling issues, closing tickets and assisting end users so I do not have the time to spent an hour a day doing routine maintenance tasks. The technical support team is also very helpful.
Cons
Most of the issues have not been with things that do not work as much as do not conform to our individual work flows and processes. A few things that are challenges include that pasting into tickets using the portal does not work. Any screen shots or images depicting issues and end user is facing need to be added as attachments. By default you are given a long and not intuitive URL for your Portal. While you can create a custom URL it requires purchasing an SSL certificate or the connection is not secure. If a User submits a ticket via email and at a later time tries to create an account on the Portal it will advise them that the email is in use. To resolve this they just need to request a password reset, but it is not intuitive to the User, they think something is wrong.
I really like Fresh Service (and before it, Fresh Desk). I keep trying to find a reason to switch to Zendesk because of the possibilities with their integrations but keep abandoning the trial. I would have to reproduce in Zendesk what I currently have in Freshservice in order to start experimenting with the possibilities. That's where the problems start. All the things I have in Freshservice are add-ons in Zendesk that cost extra and don't work the same way. If you have a fairly small team, we have 4 IT personnel for a 24/7 $400 million dollar company, this is your solution.
Pros
Layout is clean and easy to understand. Has fun 'gamify' system which lets my techs compete with with other for prizes with the system keep score. This is available on our subscription level. Also has SLA monitoring for those pesky KPI requirements. Can setup a catalog of services and items for end users to 'order' with a workflow approval process. Can integrate with chat and phone. Great all around alternative to Zendesk. Doesn't nickel and dime you to have basic features.
Cons
List of Integration possibilities are pretty small in comparison and hasn't really grown in the several years we have been using it.
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.
- 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
Are you an IT Admin that’s tired of handling the monotonous routines in your service desk? Well, then here’s a software that you can look for relief. Freshservice is a simple yet powerful ITIL solution that not only automates your IT tasks but is also fun to use. The cloud-based solution comes with advanced ticketing and asset management capabilities bundled in an intuitive User Interface that’s super easy to use, right from start.
With core functionalities like incident, problem, change, service catalog, release and asset management, Freshservice has been able to position itself as a go-to resource for businesses of all sizes, looking to provide excellent service to their customers and inside teams.
Freshservice is a cloud-based ITIL service desk that replaces most ITSM tools. A plug-and-play application, Freshservice allows IT admins to track and manage the assets owned by their organizations. Using Freshservice, admins are also able to create product configurations and inventory lists to identify the impact of assets like software licenses, hardware, and even laptops and servers.
Having a robust ITIL service desk enables companies to run more efficiently, and it ensures that important assets aren’t misplaced or mismanaged. Additionally, Freshservice offers automation features that organizations are able to use to speed up workflows. Rather than spending hours assigning, categorizing, and prioritizing tickets each day, admins can sit back while tickets assign, categorize, and prioritize themselves. Admins can also trigger specific actions for important events, like sending an email notification whenever a ticket is re-opened.
Freshservice’s asset management tools help administrators keep track of everything from Ethernet cables to print cartridges. Tracking the location and status of each asset makes it easier for admins to distribute these assets immediately when the need arises.
Rather than requiring you to manually upload new assets to the system, Freshservice handles the process automatically. The solution’s discovery probe automatically updates newly-added assets and fills out forms based on the data entered about similar assets in the past. The solution also organizes hardware, software licenses, network infrastructure, and consumables in one place.
Freshservice’s incident management module includes features that enable admins to pick up tickets, delegate tasks, and organize problems into separate buckets. At the heart of the incident management feature is a powerful ticketing solution. Service requests are never misplaced, and conversations never fall through the cracks.
The next time an employee has a problem—for example, maybe his printer isn’t working—have the person to submit an incident request to your support desk. You can prioritize the ticket and assign it to an admin who is qualified to help with the issue, and you can also add notes to remind yourself about the status of the incident. Freshservice even offers tools that you can use to track the time you’ve spent working on a specific incident or request.
Individual incidents are often related to larger problems within an organization. Freshservice lets you tie the two things together. For example, you could link an individual incident like an employee’s email login difficulty with a larger problem, like an email server outage.
Within the problem management module, you’ll see a complete timeline of every activity related to the problem. This timeline can be reviewed by multiple people, which means admins aren’t working in silos as they rush to fix the issues slowing down their organizations. Permanent solutions or temporary workarounds can be attached to specific problems, expediting the resolution process if the problem ever arises again in the future.
Freshservice provides a number of tools built to improve the lives of change managers and change technicians. Using Freshservice, these professionals can track changes, research linked problems, and formulate detailed plans for how they are going to implement the release of company-wide updates in an organized fashion.
Improve your chances of a successful rollout with thorough planning. Freshservice provides you with a place to analyze risks before changes go into place. You can also implement custom workflows and a detailed approvals process to collect as much feedback from superiors as possible before moving forward with controversial plans.
Decrease the workload you face as a service desk agent by developing a knowledge base. By uploading FAQs and articles that detail how users can resolve their own common issues, you are helping people to help themselves.
Instead of sitting down and creating a massive knowledge base all at once, Freshservice provides users with tools for updating their knowledge bases on the fly. Convert support solutions into knowledge base articles without leaving the ticket view. You can also use tags and folders to keep articles organized as your knowledge base grows.
Service Level Management (SLA) is a key functionality of any help desk. Freshservice aims to streamline the user experience and reduce time to resolution with the ability to set custom service levels for specific users.
The SLA Management feature allows IT members to sort users, and their associated service levels, by source, product or specific user group. This means they can ensure that priority user problems are dealt with in the right order.
Add more fun into your job with Freshservice’s gamification tool. With integrated game mechanic, team leaders and managers can keep their teams motivated and incentivized. Through this tool, each support ticket becomes an opportunity to climb the leaderboard.
Freshservice Arcade turns everyday tasks into game-like missions, create Quests to ensure top priority tasks get done in a more timely fashion. Various badges are rewarded to the best performing agents and proudly displayed on their help desk profiles.
Freshservice aims to simplify the jobs of operations teams and the reduce the headaches associated with rolling out changes with the Release Management tool. All changes can be linked together and scheduled at the same time prior to a release, this ensures all possible changes are accounted for and nothing falls through the cracks.
Release Management in Freshservice allows you to backtrack all changes that have been added to a release. The system then automatically sends out notifications to those who have requested the chnages as soon as these changes are rolled out.
Freshservice’s mobile service desk app allows agents to do their jobs from any location. Agents can manage tickets, resolve issues, track assets, provide services and change requests from their mobile devices. Furthermore, the mobile app enables users to get the support they need through their iPhone and Android devices.
The Freshservice mobile app serves users, agents, technicians and managers alike. Managers can use the app to assign tasks and track your teams work, agents can handle priority tickets on-the-go and customers can access self-service tools using the Solutions tab.
Freshservice offers native integrations with popular web-based services including FreshBooks, Atlassian JIRA, and LogMeIn Rescue.
Freshservice offers four levels of pricing plans, starting with a free plan for companies with up to three agents and up to 100 assets. At the other end of the pricing spectrum, businesses can select the Estate plan at $99 per agent, per month, billed annually.
Cloud-based ITIL service desk solution
Automates IT tasks and provides ticketing and asset management capabilities
Core functionalities include incident, problem, change, release and asset management
Go-to resource for companies looking to provide excellent customer service
Developed for businesses of all sizes
Below are some frequently asked questions for Freshservice.
Freshservice offers the following pricing plans:
Starting from: $19/month
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.
Freshservice offers the following features:
Freshservice has the following typical customers:
Large Enterprises, Mid Size Business, Non Profit, Public Administrations, Small Business
Freshservice supports the following languages:
Dutch, English, French, German, Italian, Polish, Portuguese, Russian, Spanish, Swedish
Freshservice has the following pricing plans:
Subscription
Freshservice supports the following devices:
Android, iPhone, iPad
Freshservice integrates with the following applications:
Asset Panda, Azuqua, Bitium, Capabiliti, Cloud Elements, LogMeIn Rescue, Mobility Portal Server, Opsgenie, Pipeliner CRM, Workato
Freshservice offers the following support options:
FAQs, Forum, Knowledge Base, Online Support, Phone Support, Video Tutorials
Moving from a shared mailbox it has been a lot easier to manage incoming incidents and track who is working on which ticket. Being an ITIL based ITSM we can now properly track system changes and gain approval across the business based on our business processes.