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 571 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.

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.

Switched From

Spiceworks Cloud Help Desk and OTRS

Reasons for Switching to Freshservice

It was the best option for us.
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.

Shayla
Shayla
  • Industry: Internet
  • Company size: 1,001–5,000 Employees
  • Used Daily for 1+ year
  • Review Source
Value for Money
4
Features
4
Ease of Use
5
Customer Support
4

4
Reviewed on 15/02/2023

An excellent customer service tool, Freshservice

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.

Lillian
Lillian
  • Industry: Hospital & Health Care
  • Company size: 10,000+ Employees
  • Used Daily for 1+ year
  • Review Source
Value for Money
5
Features
4
Ease of Use
5
Customer Support
4

4
Reviewed on 07/08/2023

Freshservice is a top-notch help desk solution

I use Freshservice to stay on top of my workload and respond quickly to any incidents that arise, most of which are related to technology at the company where I work.

Pros

The best thing about Freshservice is how simple and straightforward it is to use, both for end users and for the system administrator. Even first-time users will have no trouble grasping and implementing workflows because to the intuitive nature of the UI.

Cons

Since I use Freshservice on a daily basis for both my job and my company, and since it is so intuitive and simple to operate, I really can't think of anything bad to say about it.

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