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: Retail
- Company size: 501-1,000 Employees
- Used Daily for 2+ years
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Review Source
Favorite ticketing solution so far
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: Computer & Network Security
- Company size: Self Employed
- Used Daily for 2+ years
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Review Source
Functional but has frustrations
It's definately capable of doing the job and does get frequent improvements but has some frustrations
Pros
Freshservice has most of the features you need. It's customisable and expensible to a point which allows for other features to be added.
Cons
Some of the UX can be frustrating. The search is very lacking and often doesn't find the results you need. The "Solutions" feature for knowledge management is quite basic and can be frustrating to use.
- Industry: Information Technology & Services
- Company size: 1,001-5,000 Employees
- Used Monthly for 1+ year
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Review Source
Good tool for tickets/request
Overall, Freshservice is a great tool. Nice UI and beginner friendly.
Pros
I'm a user and use Freshserbice whenever I encounter issues. I like the platform it is easy to use and you can track your incidents in real-time. Great service
Cons
The Mobile Version or App can be improved
- Industry: Computer Software
- Company size: 5,001-10,000 Employees
- Used Daily for 1-5 months
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Review Source
Best ITSM / ESM tool out there
We are solving 1200 tickets a week with a team of 22, and automating resolution of 320 tickets a week using workflow automator.
We were able to get up and running with Freshservice with only 3 months for planning, build and implementation.
Pros
- Very little initial configuration needed - features work out-of-the-box
- User experience (UX) very very good - modern, quick and easy to use, looks great
- Workflow automations and orchestrations allow significant and valuable automation with little work
- Sandbox mode allows safely making and testing changes, and syncing them into production easily
- Ticket approvals system works very logically and very well
Cons
- Sandbox sync sometimes fails and needs Freshworks support intervention
- Only the main requester can access the ticket, and it's not possible to add others to see the ticket
- No first-party SSO integration - we have to use a 3rd party plugin for SSO & SCIM which only syncs user attributes when they re-login
- Agent permissions are not granular enough to allow us to lock down the number of admins as much as we want
- WYSIWYG editor has quite a few quirks around new lines and styling
