About Freshservice
Freshservice pricing
Freshservice does not have a free version but does offer a free trial. Freshservice paid version starts at US$29.00/month.
Alternatives to Freshservice
Freshservice Reviews
Feature rating
- Industry: Wholesale
- Company size: 1,001–5,000 Employees
- Used Daily for 2+ years
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Review Source
Simple to use and has all the features you actually need.
I really like Fresh Service (and before it, Fresh Desk). I keep trying to find a reason to switch to Zendesk because of the possibilities with their integrations but keep abandoning the trial. I would have to reproduce in Zendesk what I currently have in Freshservice in order to start experimenting with the possibilities. That's where the problems start. All the things I have in Freshservice are add-ons in Zendesk that cost extra and don't work the same way. If you have a fairly small team, we have 4 IT personnel for a 24/7 $400 million dollar company, this is your solution.
Pros
Layout is clean and easy to understand. Has fun 'gamify' system which lets my techs compete with with other for prizes with the system keep score. This is available on our subscription level. Also has SLA monitoring for those pesky KPI requirements. Can setup a catalog of services and items for end users to 'order' with a workflow approval process. Can integrate with chat and phone. Great all around alternative to Zendesk. Doesn't nickel and dime you to have basic features.
Cons
List of Integration possibilities are pretty small in comparison and hasn't really grown in the several years we have been using it.
- Industry: Information Technology & Services
- Company size: 10,000+ Employees
- Used Daily for 2+ years
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Review Source
You can do a lot of great things with Freshservice
Complete platform for IT service management and reporting on client needs. It gives me the ability to develop material that can be provided as assistance to customers, as well as report back internally to the team and to top board management.
Pros
I appreciate that it is not only affordable, but also demonstrates a lot of value due to the fact that it comes with a lot of features considering how much it costs. FreshService is capable of competing with ServiceNow in terms of IT service management, and I am accustomed to utilizing ServiceNow.
Cons
The constraints placed on portal design, in addition to the requirement of having HTML coding skills. I have not been able to determine whether or not it is possible for us to have parent portal sites that include kid pages, and the process of developing these pages will require experience in coding.
- Industry: Education Management
- Company size: 1,001–5,000 Employees
- Used Daily for 2+ years
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Review Source
Great software, spotty support
I have had several tickets so far where the second level support team have sworn could not work or told me that the functionality is not possible, forcing me to push back on them. At this point they suddenly realise that the product can actually do what I have said all along it should, only a bug is in the way.
On at least one occuration, they acknowledged a bug, spent weeks ignoring it, then when I asked for an update swore it wasn't a bug at all and I was just doing things wrong.... thus forcing me to escalate the case. In fact, on one occassion they submitted a set of incorrect repro steps, then blamed *me* for the mistake they made and told me there wasn't any problem!
Pros
FreshService is one of those frustrating products where the potential is so high and overall execution is done very well, but is let down by ridiculous bugs and even worse support. If Fresh could get to grips with this then I'd score them *very* highly. Unfortunately, they have not proven to be able to achieve this.
Cons
Reporting is dire. Bugs galore in modules you would not expect. Obvious features are missing, you try to work around them... and encounter a bug.
- Industry: Education Management
- Company size: 201–500 Employees
- Used Daily for 1+ year
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Review Source
FreshService keeping ITSM fresh in modern systems
Over the course of a couple of years, we struggled to find the right ITSM solution that keeps it friendly for our end users to report issues while providing powerful tools for administrators to be ahead of the curve. FreshService brought a lot more than ITSM to the table. FreshService brings features for IT Operations, such as Service monitoring or alerts, to Asset management that integrates with our MDM solution—making the switch to FreshService has been easy, and adopting new best practices to provide an even better experience overall.
Pros
The biggest pro that FreshService brings to our organization is having a single pane of glass for all the information I need. From keeping track of incoming tickets into the system to monitoring important assets, FreshService has made it easy and simple to move into the product.
Cons
I feel that if I name any feature here that I don't like, the next month, they will have an update to make it better. That being said, because they are fast moving forward, that can interfere with workflows or automation you have in place since they introduce new ways to do "X Y Z," but it retires "A B C" in the process.
- Industry: Information Technology & Services
- Company size: 1,001–5,000 Employees
- Used Daily for 1+ year
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Review Source
Freshservice is the best ITSM, our users love it!
After using several ITSM tools, Freshservie deployment was very easy and it fits 100% with our needs at an affordable price.
Pros
Ticket management is great by itself but if you uses it with workflow automation it's awesome.
You can configure as many user portal as you want and it was a requirement.
Inventory is also great module.
Project management help us not only in the helpdesk team but also in other areas of the department.
Cons
The knowledge base could be better. You can't create more than two category levels and sometimes is not enough.
