Freshservice

4.5
Overall rating
Reviews

4.5
Overall rating
Reviews

About Freshservice

Freshservice is a cloud-based IT Help Desk and service management solution that enables organizations to simplify their IT operations. The solution offers features that include a ticketing system, self-service portal and knowledge-base. The solution also provides a mobile app for iOS and Android that allows IT administrators to service requests remotely. Freshservice provides ITIL-ready components that help administrators manage assets, incidents, problems, change and releases. The Asset Management component helps organizations exercise control over their IT assets. Software/ hardware assets can be added, tagged, tracked and delinked, ensuring asset visibility and awareness. Freshservice also offers gamification module called "Arcade". This module enables IT agents to score points and gamify IT related tasks. The solution allows administrators to generate pre-defined reports for incidents and changes using various filters. Freshservice can be integrated with third-party apps for managing the service desk. Freshservice is available on an annual subscription basis that includes support via email and phone.
Freshservice Software - Freshservice IT helpdesk dashboard
Freshservice Software - Freshservice change management
Freshservice Software - Freshservice problem management
Freshservice Software - Freshservice IT helpdesk tickets view
Freshservice Software - Freshservice IT asset management
Freshservice Software - Freshservice admin console
Freshservice Software - Freshservice IT helpdesk dashboard - thumbnail
Freshservice Software - Freshservice change management - thumbnail
Freshservice Software - Freshservice problem management - thumbnail
Freshservice Software - Freshservice IT helpdesk tickets view - thumbnail
Freshservice Software - Freshservice IT asset management - thumbnail
Freshservice Software - Freshservice admin console - thumbnail

Freshservice pricing

Freshservice does not have a free version but does offer a free trial. Freshservice paid version starts at US$29.00/month.

Starting Price:
US$29.00/month
Free Version:
No
Free trial:
Yes

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Freshservice Reviews

Feature rating

Value for Money
4.4
Functionality
4.3
Ease of Use
4.5
Customer Support
4.6
5 reviews of 575 View all reviews
Rich
Rich
  • Industry: Wholesale
  • Company size: 1,001–5,000 Employees
  • Used Daily for 2+ years
  • Review Source
Value for Money
5
Features
5
Ease of Use
5
Customer Support
4

5
Reviewed on 09/10/2018

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.

Tony
  • Industry: Automotive
  • Company size: 501–1,000 Employees
  • Used Daily for 1+ year
  • Review Source
Value for Money
3
Features
4
Ease of Use
5
Customer Support
4

4
Reviewed on 05/01/2024

Freshservice - Great ITSM tools and keeps on improving.

I really like Freshservice and it keeps being improved. They continually innovate and adding AI that can do ticket translations and summaries is really good for us as an international company. Support has been fantastic also.

Pros

The ease of deployment for Freshservice was great. We were quickly up and running and the automation features are really good. They have recently also improved the AI capabilities which is good to see and constantly seem to improve the product.

Cons

Reporting can be complicated. We had issues with line managers trying to create their own reports and then questioning the results as the criteria can be complex to understand. They have inbuild basic reports and these are OK

Reasons for Choosing Freshservice

Jira was too complicated and costly compared to the features that you get. Integrations also seemed to cost extra for each integration that you needed. It was not well received by our helpdesk team and they have really loved the change.

Reasons for Switching to Freshservice

ServiceNow was excellent but was too costly once we got quotes for this. ManageEngine was not as good at integrating with the platforms that we used and Freshservice hit the sweet spot between the 2 competing products.
Chris
  • Industry: Education Management
  • Company size: 1,001–5,000 Employees
  • Used Daily for 2+ years
  • Review Source
Value for Money
3
Features
3
Ease of Use
4
Customer Support
2

3
Reviewed on 09/10/2022

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.

Yasceine
  • Industry: Computer Networking
  • Company size: 51–200 Employees
  • Used Daily for 1+ year
  • Review Source
Value for Money
5
Features
4
Ease of Use
4
Customer Support
4

4
Reviewed on 24/04/2024

Freshservice HelpDesk Overview

It is a friendly-use module, easy to manage.

Pros

focus on simplicity and ease of use
customization options

Cons

the discount policy which stipulates that one cannot get a discount if the user number is less than 20 user.

Verified Reviewer
  • Industry: Information Technology & Services
  • Company size: 1,001–5,000 Employees
  • Used Daily for 1+ year
  • Review Source
Value for Money
5
Features
5
Ease of Use
5
Customer Support
5

5
Reviewed on 13/09/2022

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.

Alternatives Considered

Jira and ManageEngine ServiceDesk Plus

Reasons for Choosing Freshservice

OTRS was very difficult to configure and sometimes you couldn't find the way to configure it to fit with your requirements. Spiceworks is for little companys.

Reasons for Switching to Freshservice

It was the best option for us.

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