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: 137
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: Civil Engineering
- 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 8.0 /10
Freshservice Review
Reviewed on 17/01/2023
We've been using Freshservice since 2020. It is our primary IT helpdesk ticketing system. Setup...
We've been using Freshservice since 2020. It is our primary IT helpdesk ticketing system. Setup was fairly painless, and their support team has been great. We have developed HR/IT onboarding requests, though we'd like to see some more customization there. Asset Management was originally purchased, but we have since dropped it completely. The knowledge base will only be as good as you make it through content updates and documentation efforts.
Pros
Very easy to use and manage for IT admins, and very easy for staff to pick up and use. Lots of additional modules you can add into your console depending on the level of subscription. Highly customizable, though some frustrating restrictions show up from time to time. Support is pretty solid and quick to respond. Lots of free and paid add ons for quality of life improvements available. Active Directory integration works well, as does leveraging our SSO/MFA via Azure.
Cons
Some of the modules are pretty half-baked. On paper they look awesome, but in real world use, they are frustrating or unusable (Asset Management was a module that we dropped after a year and moved to a different platform)
Reasons for Switching to Freshservice
At the time, it came down to look and feel of the platform, as well as some of the additional modules for the cost. Zendesk vs Freshservice was basically a coinflip as we were new to both platforms.
- 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: Environmental Services
- 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
A Deep Dive into Freshservice Performance and Features
Reviewed on 24/08/2023
Overall Freshservice does the job that we needed but not allowing us to use the latest features...
Overall Freshservice does the job that we needed but not allowing us to use the latest features effectively. As the use cases differ from company to company this should be taken into consideration and have a 1 to 1 meeting to help users use the latest features effectively.
Pros
1. Ticket Handling is Simple, effortless and straight forward.2. Automation of tasks can be done easily.3. Contract Management helping us a lot in digitalizing.4. Asset management and tracking is very helpful as we used to excel previously. 5. Build in Knowledge base help us prepare and save documents and procedures for repeated issues.6. SLA Management help us in providing better service to customers
Cons
1. Customer service can be improved. Almost every time when i reach service with an issue, i get an answer that its not possible.2. No options to submit a feature request, Customer service is refusing to take a request.3. Some of the features like Team integration are not usable with the Customer service ID, that feature will help many customers.4. account managers take a lot of time to respond and they dont talk directly they redirect you to customer service without even discussing about the problem.
- 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 afterFreshservice 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
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, OneLogin, OpsGenie, PagerDuty, Pivotal Tracker, QuickBooks Online Advanced, Salesforce Sales Cloud, Skype for Business, Slack, SugarCRM, SurveyMonkey, TeamViewer, WorkflowMax, Yammer, 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
- Asset Tracking Software
- IT Project Management Software
- IT Service Software
- CMDB Software
- Service Desk Software
- Incident Management Software
- MSP Software
- Business Continuity Software
