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

S M L

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

Supported Languages

Dutch, English, French, German, Italian, Polish, Portuguese, Russian, Spanish, Swedish

Pricing starting from:

US$19,00/month

  • Free Version
  • Free Trial
  • Subscription

Images

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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

4,4
#1 Alternative to Freshservice
Zendesk's fully customizable help desk solution makes things easy on your customers, sets your teams up for success,...

ServiceNow

4,5
#2 Alternative to Freshservice
ServiceNow is an IT service application platform-as-a-service provider that offers a range of ITSM products to ...

SolarWinds Service Desk

4,6
#3 Alternative to Freshservice
SolarWinds Service Desk is a fully integrated service desk and asset management solution that allows IT and other...

Autotask PSA

4,2
#4 Alternative to Freshservice
Autotask PSA is an intelligent IT business management platform providing a singular view across the entire business...

Reviews

Overall rating

4,5 /5
(425)
Value for Money
4,5/5
Features
4,3/5
Ease of Use
4,6/5
Customer Support
4,6/5

Already have Freshservice?

Software buyers need your help! Product reviews help the rest of us make great decisions.

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Showing 5 reviews of 425
Erick V.
Overall rating
  • 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.

Benjamin J.
Overall rating
  • 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.

Reasons 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.

Reasons 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.
Karan P.
Overall rating
  • 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.

Verified Reviewer
Overall rating
  • 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.

Tom L.
Overall rating
  • 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'.

Alternatives Considered

Zendesk and ManageEngine ServiceDesk Plus

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

Cerb

Reasons for Switching to Freshservice

Cost and ease of customization
Showing 5 reviews of 425 Read all reviews

Freshservice FAQs

Below are some frequently asked questions for Freshservice.

Freshservice offers the following pricing plans:

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 has the following typical customers:

2-10, 11-50, 51-200, 201-500, 501-1 000, 1 001+

Freshservice supports the following languages:

Dutch, English, French, German, Italian, Polish, Portuguese, Russian, Spanish, Swedish

Freshservice supports the following devices:

Android (Mobile), iPhone (Mobile), iPad (Mobile)

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

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.