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$19.00/month.

Starting Price:
US$19.00/month See pricing details
Pricing Details:
21-day free trial, no credit card required. Blossom: $19/agent/month (billed yearly). Garden: $49/agent/month (billed yearly). Estate: $79/agent/month (billed yearly). Forest: $99/agent/month (billed yearly). For Blossom, Garden and Estate Plans, you can purchase additional assets at $0.20/asset/month. View Pricing Plans
Free Version:
No
Free trial:
Yes

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Freshservice Reviews

Feature rating

Value for Money
4.5
Functionality
4.5
Ease of Use
4.5
Customer Support
4.5
5 reviews of 228,420 View all reviews
Erick V.
  • Industry: Automotive
  • 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 11/06/2021

Probably the best tool for Help Desk Management

This is probably the best I used for ticketing. The support is really good, the only bad thing is that you have to contact mostly via chat.

Pros

The features it provides are really good. The ticketing flow is easy to follow, we can handle our Service Catalog, integrate with Active Directory, manage Asset Inventory and now we started using the Project management tool.

Cons

The configuration (Initial Setup) is kind of complex. Design the flows is friendly, but complex if you have many rules, but the good thing is that support guides all the way during this process.

Tom L.
  • Industry: Education Management
  • Company size: 1,001-5,000 Employees
  • Used Daily for 2+ years
  • Review Source
Value for Money
4
Features
5
Ease of Use
5
Customer Support
5

5
Reviewed on 20/05/2021

Freshservice Review

I've really enjoyed having Frehservice in our organization. It has made my job as a manager much easier in that I can easily review team performance, post announcements for the organization, and identify trends in issues or requests.

Pros

Freshservice has been a game-changer for our organization. The service catalog and user-friendly interface has allowed our employees to improve their productivity over the past 2+ years we have had the system implemented. The customizable forms and workflow has allowed our IT department to streamline processes and improve efficiency.

Cons

I wish the reporting capabilities were more customizable. There have been a few situations where I reached out to Frehservice for support on reports I needed but found the reports were not possible. The freshservice support team told me my reporting needs would be added to the list of potential "future enhancements'.

Reasons for Choosing Freshservice

Our previous product did not have a customizable system and did not provide our employees with a way to track their tickets once created. It also lacked any type of reporting capabilities.

Reasons for Switching to Freshservice

Cost and ease of customization
Ahmed M.
  • Industry: Information Technology & Services
  • Company size: 10,000+ Employees
  • Used Daily for 2+ years
  • Review Source
Value for Money
4
Features
4
Ease of Use
5
Customer Support
4

4
Reviewed on 29/08/2021

IT Service Level Manager

It is very good for our business we depend on it for reporting and analysis and we take alot of decisions from these reports

Pros

Incident management, Request fillflument ,change management, tracking inventory knowledge base

Cons

Features easy to use but may be need to more clearly for users

Verified Reviewer
  • Industry: Management Consulting
  • Company size: 201-500 Employees
  • Used Daily for 6-12 months
  • Review Source
Value for Money
1
Features
1
Ease of Use
3
Customer Support
4

2
Reviewed on 13/06/2017

No bang for the buck, an overpriced form submission tool that disappoints in reporting and...

Pros

Friendly user interface.
Copy screenshots directly into the form (although there's a bug for the last 3 months that screenshots are displayed double in edit mode.)
Plenty of fields to configure for more complex workflows.

Cons

Default categories and labels with awkward naming (synonymous use of "Tickets" and "Incidents" for "Issues", "Change" for "Change Request", "Problem" for "Bugs")
No possibility to convert issues to change requests. Agent needs to recreate the entire case in the back resulting in significant adminstrative overhead.
Reporting is practically inexistent.
REST API not covering many functions and object attributes. (You cannot substitute reporting externally.)
HTML editor limited and bugged. (CSS code in support articles not supported, Bootstrap not supported, code gets changed or reformatted upon saving articles)
No access to the file and image repository.

Frankly, with every new cosmetic change and "functionality no can do" message from the Team, I am growing more and more wary of this application. At this point, I am thinking of it as an overpriced form tool with practically no reporting, a gimped Knowledge Management base, and an asset list functionality that quickly drains your wallet.
I am spending significant time rewriting issues as change requests in order to subsequently manually attach them to the original issue ticket and explain to the user why I would want to close his ticket after all. Writing knowledge articles is best done in a separate HTML editor. The Text Editor lacks basic functionality, removes formatting and images in unpredictable ways with undoing, and stores images and files in a central repository you have no access to.
You might as well do that with a forms tool readily available on the internet.

Baldeep B.
  • Industry: Computer Networking
  • Company size: 2-10 Employees
  • Used Daily for 2+ years
  • Review Source
Value for Money
5
Features
5
Ease of Use
5
Customer Support
4

5
Reviewed on 18/07/2021

Simple product without a complex helpdesk solution.

Used for 5 years. Don't plan to leave. Has improved over the last year with keyboard shortcuts.

Pros

Office many services
Simple ticket number
Nice way to email and CC email

Cons

Would be good to email a secondary person without emailing the original ticket contact. Otherwise they get more emails than required. Otherwise using a workaround of forward emails to get around this.

Allow some contacts to having options of what emails they want to receive. Sometimes customers use the portal and don't want ticket emails.

System notification emails need an option to switch email to agent. Small bug that is still outstanding.

Unable to set up companies in BULK. You can do this with contacts though.

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