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: Higher Education
- Company size: 201–500 Employees
- Used Daily for 2+ years
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Review Source
Good value and easy to implement and use
We have been happy with Freshservice and consider it a good value in comparison to some of the other Desks out there that provide similar service. We particular enjoy features like round robin ticket assignment, asset discovery and tracking, and providing a Knowledge Base for both Users (Requesters) and Agents.
Pros
We rely on the ticket system primarily to manage steps to resolution and archive past interactions and solutions. FreshService provides this functionality with little back-end effort on our part. Though somewhat limited, we do appreciate the ability to customize our portal.
Cons
Adding MSP's can be a confusing process. As it stands, you have to open a trial account then merge it into your main Desk. Last time we did this, FreshService failed to convert the account properly and we ended up being billed for the "trial" account. It took us several weeks to get the billing resolved. I recommend working with a live agent right off the bat to make this happen as smoothly as possible.
Alternatives Considered
HappyFox Help Desk, ManageEngine ServiceDesk Plus, Spiceworks, Vivantio and Zendesk SuiteReasons for Switching to Freshservice
Freshservice offered more features for less than comparable services. The Agent and Administrator online interface is also aesthetically appealing and easy to tailor to our needs.- 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: Entertainment
- Company size: 501–1,000 Employees
- Used Weekly for 2+ years
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Review Source
Review of Freshservice
Very good experience. But when our organization became bigger and more systems were buildt, we found freshservice didn't have enough capability for integration. So it's hard to keep FreshService in our IT eco system
Pros
Intuitive UI. Easy to self-study and self-deploy. Global wide search is very useful as well
Cons
Not enough integration. Can't connect with other systems
- Industry: Publishing
- Company size: 201–500 Employees
- Used Daily for 2+ years
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Review Source
A user-friendly all-in-one solution for the servicedesk
I am really happy I rolled out FreshService 2 months before Covid-19 forced all to work remote. We were able to support users from home ( IT was at home as well ) without issues.
FreshService contains a Solutions (knowledge-) base, users can request hard- and software like shopping online, very intuitive and user friendly
Pros
The ease to set it up : you can do it yourself without technical support. It comes with an app so it works on mobile devices as well, convenient if the laptop stops working.
Cons
You cannot change the webportal to your liking unless you have webdesign skills.
