Freshservice
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$29.00/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
Typical Customers
- Freelancers
- Small Businesses (2-50)
- Mid-size Companies (51-500)
- Large enterprises (500 and more)
Deployment
- Cloud-based
- On-premise
Pricing starting from:
US$29.00/month
- Free Version
- Free Trial
- Subscription
Images
Features
Total features of Freshservice: 131
Alternatives
osTicket
Kayako
Movidesk
ManageEngine Endpoint Central
Reviews
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- Company size: 501–1,000 Employees
- Used Daily for 1+ year
-
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 11/04/2018
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: Real Estate
- Company size: 501–1,000 Employees
- Used Daily for 1-5 months
-
Review Source
Overall rating
- Value for Money
- Ease of Use
- Customer Support
- Likelihood to recommend 10.0 /10
Implementation and Management
Reviewed on 25/09/2020
I had used FreshService in the past at different places of employment and had enjoyed it. This was...
I had used FreshService in the past at different places of employment and had enjoyed it. This was the first time I was tasked with picking a ticketing system for a company. The fact that you get a trial based on the level you want to pay for, can basically have it customized during the trial to see if it's the right fit, extremely helpful and responsive customer service, and its easy to use for all levels of tech comfortability were the big reasons we chose FreshService. Every time I check in with our team of Agents, everyone is extremely happy with the switch and, overall, I am looking forward to the positive changes this is bringing our teams.
Pros
There are several reasons I pushed to choose FreshService over other products. The value of the features I was getting with the ease of set up. Within the trial period, I had most of the set up done before I presented to my department head. The ease of switching from the previous (and archaic) system to FS for our end users was, overall, seamless. The ability to customize the product with minimal knowledge makes it easy to manage and make changes. After reviewing a dozen other ticketing systems, FreshService provided the ease of implementation and change that we were looking for.
Cons
I love Freddy and want to use it however it's limited features over the traditional portal are frustrating. I understand it's a new feature and it's in a state of constant improvement but I wanted to launch with it and was unable to because key features that we needed specifically for our company would not show up. The reports aren't quite what I thought they would be either and I will probably have to do some work with powershell to get the information I really need.
Alternatives Considered
HappyFox Help Desk, Jitbit Helpdesk, Zoho Desk, JIRA Service Management, ServiceNow, Kayako and Zendesk SuiteReasons for Choosing Freshservice
The system we had was a basic portal for entering the request and then it would email it out to everyone. There was no way to properly manage, track, or pull reports on the work being done and tickets were falling through the cracks. It was making everyone's job harder than it needed to be.Reasons for Switching to Freshservice
This list is only a partial list of all the systems I looked at but I had issues with identifying what features each level had, lack of trials, unresponsive or slow customer service were some of the few issues I ran into.
- Industry: Retail
- Company size: 10,000+ Employees
- Used Daily for 1+ year
-
Review Source
Overall rating
- Value for Money
- Ease of Use
- Customer Support
- Likelihood to recommend 3.0 /10
Hossam's Fresh Service Review
Reviewed on 30/08/2021
The overall experience is not that pleasant, it can perform the daily tasks, but not powerful &...
The overall experience is not that pleasant, it can perform the daily tasks, but not powerful & complicated to use, and doesn't have the customization features of creating our own dashboard in an easily manner.
Pros
We have been using fresh service for more than a year, it is ok as a ticketing system & perform the daily task
Cons
It is a complicated system compared to the other one we have been using, we had a problem generating the Team's ticketing report to do the yearly appraisal, so it has failed us in one of the most important yearly assessments, so it is either the Admin knowledge or the system has issues, but in both cases it is a bad experience, unlike other systems we were using
- Industry: Retail
- Company size: 501–1,000 Employees
- Used Daily for 2+ years
-
Review Source
Overall rating
- Value for Money
- Ease of Use
- Customer Support
- Likelihood to recommend 8.0 /10
Favorite ticketing solution so far
Reviewed on 6/10/2022
Overall I am very happy and don't have any plans to change the product
Overall I am very happy and don't have any plans to change the product
Pros
I have used several products before and Freshservice is by far the favorite because it has automation, integrates with many vendors and software that we currently use such as Dell and JAMF
Cons
The Admin setting section is hard to navigate through sometimes and hard to find settings I want
Alternatives Considered
Zendesk SuiteReasons for Choosing Freshservice
Moved from an on-prem ticketing system to cloud. The previous product was not reliable and would crash oftenSwitched From
ManageEngine ServiceDesk PlusReasons for Switching to Freshservice
Better pricing and ticked all the requirements we were after- Industry: Printing
- 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 Helpdesk/Asset Management Review
Reviewed on 3/10/2022
Overall experience has been great. The product continues to evolve as well.
Overall experience has been great. The product continues to evolve as well.
Pros
This software is easy to integrate with other 3rd party applications. It allows for ticket/service automations that can streamline workflows. Asset Management is extremely useful and easy to setup as well.
Cons
Wish you could get more granular with group/user permissions. In some cases, it's all or nothing.
Alternatives Considered
ServiceNow Customer Service ManagementReasons for Choosing Freshservice
Freshservice had many more features available. It was the right choice to fit our growing business.Switched From
Spiceworks Cloud Help DeskReasons for Switching to Freshservice
Functionality and PriceFreshservice 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 View Pricing Plans
- Pricing model: Subscription
- Free Trial: Available
14-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, Docusign, Dropbox Business, FreshBooks, Freshchat, Google Analytics 360, Google Calendar, Google Contacts, Harvest, Jira, LogMeIn Rescue, Microsoft 365, Microsoft Viva Engage, OneLogin, OpsGenie, PagerDuty, Pivotal Tracker, QuickBooks Online Advanced, Salesforce Sales Cloud, Skype for Business, Slack, SugarCRM, SurveyMonkey, TeamViewer Remote, WorkflowMax, Zapier, Zight (formerly CloudApp), 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 Management Software
- Issue Tracking Software
- Complaint Management Software
- Change Management Software
- SaaS Management Software
- IT Documentation Software
- Customer Satisfaction Software
- IT Project Management Software
- IT Service Software
- CMDB Software
- Service Desk Software
- Incident Management Software
