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.
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
Typical Customers
- Freelancers
- Small Businesses (2-50)
- Mid-size Companies (51-500)
- Large enterprises (500 and more)
Deployment
- Cloud-based
- On-premise
Images
Features
Total features of Freshservice: 138
Alternatives
SysAid
Movidesk
Kayako
osTicket
Reviews
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- Company size: 501–1 000 Employees
- Used Daily for 1+ year
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Review Source
Overall rating
- Value for Money
- Ease of Use
- Customer Support
- Likelihood to recommend 10.0 /10
Great tool for tracking issues, managing assets, staying compliant
Reviewed on 2018/04/11
It allowed us to determine the number of IT staff needed to support a growing company. It also...
It allowed us to determine the number of IT staff needed to support a growing company. It also allowed us to track changes for SOC II compliance.
Pros
FreshService is a simple to use system that has allowed us to manage IT issues, assets, and changes within a quickly growing company. Prior to the implementation of FreshService we were unable to appropriately identify our staffing needs or areas of concern due to the lack of ability to track issues across the entire organization. With FreshService implemented we're now able to put metrics to the volume of support our team provides to the company. We're tracking assets across multiple states. And we're tracking changes within our environment for SOC II compliance.
Cons
I wish there were some built-in features which made viewing issues by Location easier. Currently, it appears that Locations can be linked to Requesters which implies issues by Location. However, it would be ideal to be able to quickly see and change the Location the issue is occurring. This would lead to reporting mechanisms that would allow us to see which Locations have the highest number of issues.
- Industry: Computer Software
- Company size: 5 001–10 000 Employees
- Used Daily for 1-5 months
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Review Source
Overall rating
- Value for Money
- Ease of Use
- Customer Support
- Likelihood to recommend 10.0 /10
Best ITSM / ESM tool out there
Reviewed on 2022/10/12
We are solving 1200 tickets a week with a team of 22, and automating resolution of 320 tickets a...
We are solving 1200 tickets a week with a team of 22, and automating resolution of 320 tickets a week using workflow automator.
We were able to get up and running with Freshservice with only 3 months for planning, build and implementation.
Pros
- Very little initial configuration needed - features work out-of-the-box
- User experience (UX) very very good - modern, quick and easy to use, looks great
- Workflow automations and orchestrations allow significant and valuable automation with little work
- Sandbox mode allows safely making and testing changes, and syncing them into production easily
- Ticket approvals system works very logically and very well
Cons
- Sandbox sync sometimes fails and needs Freshworks support intervention
- Only the main requester can access the ticket, and it's not possible to add others to see the ticket
- No first-party SSO integration - we have to use a 3rd party plugin for SSO & SCIM which only syncs user attributes when they re-login
- Agent permissions are not granular enough to allow us to lock down the number of admins as much as we want
- WYSIWYG editor has quite a few quirks around new lines and styling
Alternatives Considered
ServiceNowReasons for Choosing Freshservice
- Jira Service Management requires significant building and configuration, and out-of-the-box Freshservice is pre-configured ready to go, and any configuration you do is a bonus, not a requirement. - Jira's user experience is very outdated and slow, wasting our agents' and requesters' time.Switched From
JIRA Service ManagementReasons for Switching to Freshservice
- ServiceNow requires even more building and configuration than Jira, and requires programming using AngularJS, a now deprecated framework, and we would need to hire programmers who specialise in it and configuring ServiceNow - ServiceNow's user experience is also pretty outdated and slow compared to Freshservice- Industry: Environmental Services
- Company size: 501–1 000 Employees
- Used Daily for 2+ years
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Review Source
Overall rating
- Value for Money
- Ease of Use
- Customer Support
- Likelihood to recommend 7.0 /10
Good solution, quirky business.
Reviewed on 2022/10/06
We have been able to make great progress with this platform. It is a powerful ticketing system and...
We have been able to make great progress with this platform. It is a powerful ticketing system and the workflow works pretty well. API interaction is available too, and this is more complex and not always documented.
Pros
Freshservice is a powerful platform and it has LOADS of features and strong no-code workflow management. We've been able to accomplish nearly all of our need functionality with this platform and have a large number of workflows to manage ticket flow.
Cons
Quirky and many undocumented things going on, tickets and service requests are not the same, analytics are quirky and painfully slow for large data sets. Support is great for simple things, but really disappointing when you have specific issues to your configuration, each time you are educating their team on your problem and they always require you to do the legwork to provide them information.
- Industry: Information Technology & Services
- Company size: 51–200 Employees
- Used Daily for 1+ year
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Review Source
Overall rating
- Value for Money
- Ease of Use
- Customer Support
- Likelihood to recommend 9.0 /10
Fresh Service - A collaborative App for IT business
Reviewed on 2022/11/26
Fine and good customer support.Worthy Service App comparatively our previous applications
Fine and good customer support.Worthy Service App comparatively our previous applications
Pros
* Auto ticket generation and Mail notifications are good* Complete ticket tracking, User logon traces*Multiple User accounts with different data access* Customer support is extremely good
Cons
* Duplicate ticket generations are there when there are slight mail subject changes* Auto Application version updates without any prior information* Bug is there when exporting date-based export
- Industry: Higher Education
- Company size: 201–500 Employees
- Used Daily for 2+ years
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Review Source
Overall rating
- Value for Money
- Ease of Use
- Customer Support
- Likelihood to recommend 10.0 /10
Good value and easy to implement and use
Reviewed on 2022/09/27
We have been happy with Freshservice and consider it a good value in comparison to some of the...
We have been happy with Freshservice and consider it a good value in comparison to some of the other Desks out there that provide similar service. We particular enjoy features like round robin ticket assignment, asset discovery and tracking, and providing a Knowledge Base for both Users (Requesters) and Agents.
Pros
We rely on the ticket system primarily to manage steps to resolution and archive past interactions and solutions. FreshService provides this functionality with little back-end effort on our part. Though somewhat limited, we do appreciate the ability to customize our portal.
Cons
Adding MSP's can be a confusing process. As it stands, you have to open a trial account then merge it into your main Desk. Last time we did this, FreshService failed to convert the account properly and we ended up being billed for the "trial" account. It took us several weeks to get the billing resolved. I recommend working with a live agent right off the bat to make this happen as smoothly as possible.
Alternatives Considered
HappyFox Help Desk, ManageEngine ServiceDesk Plus, Spiceworks, Vivantio and Zendesk SuiteReasons for Switching to Freshservice
Freshservice offered more features for less than comparable services. The Agent and Administrator online interface is also aesthetically appealing and easy to tailor to our needs.Freshservice 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$29,00/month
- Pricing model: Subscription
- Free Trial: Available
21-day free trial, no credit card required. Starter: $29/agent/month (billed monthly) or $19/agent/month (billed annually). Growth: $59/agent/month (billed monthly) or $49/agent/month (billed annually). Pro: $115/agent/month (billed monthly) or $95/agent/month (billed annually). Enterprise: $145/agent/month (billed monthly) or $119/agent/month (billed annually).
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, 1 001–5 000
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, Freshchat, Google Analytics 360, Google Calendar, Google Contacts, Harvest, Jira, Microsoft 365, OneLogin, OpsGenie, PagerDuty, Pivotal Tracker, QuickBooks Online Advanced, Rescue, 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
See all software categories found for Freshservice.
- Knowledge Management Software
- Help Desk Software
- ITSM Tools
- IT Asset Management Software
- IT Software
- Issue Tracking Software
- Complaint Management Software
- Change Management Software
- Asset Tracking Software
- IT Project Management Software
- IT Service Software
- CMDB Software
- Service Desk Software
- Incident Management Software
- MSP Software
- Business Continuity Software
