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

Markets

Australia, Austria, Belgium, Brazil, Canada and 43 others

Supported Languages

Dutch, English, French, German, Italian and 5 others

Pricing starting from:

US$29.00/month

  • Free Version
  • Free Trial
  • Subscription

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Features

Total features of Freshservice: 132

  • 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
  • Automated Routing
  • Backup and Recovery
  • Billing & Invoicing
  • Buy Side (Suppliers)
  • CMDB
  • CRM
  • Case Management
  • Catalog Management
  • 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/License Management
  • Corrective and Preventive Actions (CAPA)
  • Cost Tracking
  • Customer Complaint Tracking
  • Customisable Branding
  • Customisable Forms
  • Customisable Reports
  • Customisable Templates
  • Customizable Fields
  • Dashboard
  • Data Import/Export
  • Data Visualisation
  • Device Auto Discovery
  • Disaster Recovery
  • Document Management
  • Document Storage
  • Drag & Drop
  • Electronic Signature
  • Email Management
  • Email Templates
  • Feedback Management
  • For IT Project Management
  • Forms Management
  • Full Text Search
  • Help Desk Management
  • IT Asset Management
  • IT Asset Tracking
  • IT Incident Management
  • Incident Management
  • Incident Reporting
  • Inventory Management
  • Inventory Optimisation
  • Investigation Management
  • Issue Auditing
  • Issue Management
  • Issue Scheduling
  • Issue Tracking
  • Knowledge Base Management
  • 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
  • Patch Management
  • Percent-Complete Tracking
  • Performance Metrics
  • Prioritisation
  • Problem Management
  • Product Identification
  • Project Management
  • Project Tracking
  • Real-Time Chat
  • Real-Time Monitoring
  • 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 Management
  • Support Ticket Tracking
  • Survey/Poll Management
  • Surveys & Feedback
  • Task Management
  • Task Progress Tracking
  • Testing/QA Management
  • Third-Party Integrations
  • Ticket Management
  • Widgets
  • Workflow Management

Alternatives

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Movidesk

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Reviews

Overall rating

4.5 /5
(595)
Value for Money
4.4/5
Features
4.3/5
Ease of Use
4.5/5
Customer Support
4.5/5

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

Showing 5 reviews of 595
Shayla
Shayla
Overall rating
  • Industry: Internet
  • 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

An excellent customer service tool, Freshservice

Reviewed on 15/02/2023

We primarily use this system as our IT support ticketing system. The process of getting set up was...

We primarily use this system as our IT support ticketing system. The process of getting set up was manageable, and their customer service has been fantastic. Even though we'd like to see more individualization in the HR/IT onboarding requests we've developed, we've already done a lot of the groundwork. We had previously invested in Asset Management but have now abandoned it. You get out of the knowledge base what you put into it in terms of content updates and documentation.

Pros

Super simple for both IT managers and regular employees to learn and utilize. According on your membership plan, you have access to a wide variety of optional add-ons for your control panel. Extremely flexible, albeit occasionally annoying limitations surface.

Cons

In comparison to the things it provides, Freshservice's price tag is a touch steep, and the company's support team has occasionally experienced technical difficulties that have slowed its response times.

Jose
Overall rating
  • Industry: Retail
  • Company size: 201–500 Employees
  • Used Daily for 2+ years
  • Review Source

Overall rating

  • Ease of Use
  • Likelihood to recommend 8.0 /10

Great tool for ticket and sprint management

Reviewed on 15/08/2024

Pros

Easy customizable ticket creation options with automated routing and responses. Good analytics for tracking ticket metrics.

Cons

Ticket routing automation requires a lot of setup but worth it once complete.

Adam
Overall rating
  • Industry: Mechanical or Industrial Engineering
  • Company size: 51–200 Employees
  • Used Daily for 6-12 months
  • Review Source

Overall rating

  • Value for Money
  • Ease of Use
  • Customer Support
  • Likelihood to recommend 3.0 /10

Good Entry Level Ticketing and asset management System

Reviewed on 11/09/2023

As a ticketing tool, it is perfectly serviceable. All communication is done within the app, so...

As a ticketing tool, it is perfectly serviceable. All communication is done within the app, so records can be easily maintained.

Pros

It was really easy to use. To Search for any tickets, or for an individual ticket.Has an API that it easy to use. It was used for inventory management. I believe it also has a network scanner.All communication with clients can be done within the App.

Cons

Wasn't Azure compatible, or at least we didn't set up that way, so it was another password to remember.

Tim
Overall rating
  • Industry: Health, Wellness & Fitness
  • Company size: 1,001–5,000 Employees
  • Used Daily for 2+ years
  • Review Source

Overall rating

  • Ease of Use
  • Likelihood to recommend 10.0 /10

Gets the job done

Reviewed on 12/12/2024

Pros

Easy to use and performs basic tasks well

Cons

Not good for inventory management, missing some features

You
Overall rating
  • Industry: Insurance
  • Company size: 501–1,000 Employees
  • Used Daily for 6-12 months
  • Review Source

Overall rating

  • Value for Money
  • Ease of Use
  • Customer Support
  • Likelihood to recommend 7.0 /10

Good Tool!

Reviewed on 24/11/2024

Overall though, Freshservice is a very mature platform for change management and IT ticketing, so...

Overall though, Freshservice is a very mature platform for change management and IT ticketing, so there really isn't anything much to complain about.

Pros

They had a very solid API that you can access and write a wrapper around to automate ticket handeling.

Cons

Some of the pagination features in the API were limiting and the enterprise addition requiring money for extra seats was expensive at times.

Showing 5 reviews of 595 Read all reviews

Freshservice FAQs

Below are some frequently asked questions for Freshservice.

Freshservice offers the following pricing plans:

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: $119/agent/month (billed monthly) or $99/agent/month (billed annually).

Freshservice has the following typical customers:

2–10, 11–50, 51–200, 201–500, 501–1,000, 1,001–5,000

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, 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, Slack, SugarCRM, SurveyMonkey, TeamViewer Remote, WorkflowMax, Zapier, Zight (formerly CloudApp), 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.