17 years helping South African businesses
choose better software
About Freshservice
Manage your Assets from Purchase till Retirement with Ease
It was easy to get started and allowed us to integrate into out ERP software to allow tickets from it.
I feel bad even complaining about it because it's so simple to use but I feel as if the interface could use an update.
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Filter reviews (590)
Simple to use and has all the features you actually need.
Comments: 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.
Alternatives Considered:
Freshservice - Great ITSM tools and keeps on improving.
Comments: 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
Freshservice makes managing IT tickets a breeze, it's so easy to keep track of everything!
Pros:
The interface is user-friendly and the automation features save me a lot of time.
Cons:
I wish the reporting capabilities were more customizable and the mobile app could use some improvements.
Fresh Service review
Comments: I have been using it for almost 4 years and felt in love with it from day one because if its great user experience and easy to use features.
Pros:
Great support team 24/7. Many features that they relevant to an ITSM setup.Always bringing in new features at no extra cost.
Cons:
At times they quick to bring in half bcked features. But must say they are always quick to correct to fix any bugs which comes with a new feature.
Alternatives Considered:
Freshservice is the best ITSM, our users love it!
Comments: 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:
Good value and easy to implement and use
Comments: 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:
A user-friendly all-in-one solution for the servicedesk
Comments:
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.
An excellent customer service tool, Freshservice
Comments: 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.
Alternatives Considered:
An Enterprise-grade IT Management System
Comments: Freshservice helps us drive intelligent decisions by letting us track data and streamline service management across teams using a unified platform for improved visibility and efficiency.
Pros:
Freshservice is innovative and new features and improvements roll out frequently. Most of the ITSM features are flexible and can be modified to meet the end users' needs.
Cons:
Inbuild Reporting and Analytics are complicated and do not always yield the desired results
Freshservice - Fresh thinking, fresh system.
Comments: The interaction with the account team and the ease of migration to the full-blown service was seamless. A really impressive offering, that does what you expect and more.
Pros:
Its simplicity to deploy and customise to your needs is a real bonus for Freshservice, when compared with other offerings in the market.
Cons:
We have no real misgivings on Freshservice.
Alternatives Considered:
Freshservice Review
Comments: We've been using Freshservice since 2020. It is our primary IT helpdesk ticketing system. Setup was fairly painless, and their support team has been great. We have developed HR/IT onboarding requests, though we'd like to see some more customization there. Asset Management was originally purchased, but we have since dropped it completely. The knowledge base will only be as good as you make it through content updates and documentation efforts.
Pros:
Very easy to use and manage for IT admins, and very easy for staff to pick up and use. Lots of additional modules you can add into your console depending on the level of subscription. Highly customizable, though some frustrating restrictions show up from time to time. Support is pretty solid and quick to respond. Lots of free and paid add ons for quality of life improvements available. Active Directory integration works well, as does leveraging our SSO/MFA via Azure.
Cons:
Some of the modules are pretty half-baked. On paper they look awesome, but in real world use, they are frustrating or unusable (Asset Management was a module that we dropped after a year and moved to a different platform)
Alternatives Considered:
A review about fresh service
Comments: A solid product with excellent qualities that can help transform how teams work
Pros:
Good tool for team collaboration. It is possible to configure workflows for each of them, projects, queues, etc. It is possible to greatly customize the fields and apply them to workflows, meeting specific needs.
Cons:
Graphing is a bit confusing, and you need to buy higher planes to use the best tools.
Alternatives Considered:
Happy with Freshservice
Comments: Overall I won't be able to do with all. Everything that is necessary to deliver our services on IT is ran by Freshservcie.
Pros:
I like the fact it is simple in use and that I can offer my clients a solutions/helpdesk functionaliteit for manuals. As well manage my ITIL processes and asssest from 1 solution.
Cons:
I am missing some helpdesk features I had before with Freshdesk. I think I had to 'give' in some of those nice features with the solutions, where you could index a page and make templates.
Great IT software
Comments: love the product, was very easy to set up and integrate into the company, very nice customization options to really make it your own, and anytime we have had an issue we usually get a response very fast from the team so we are never held back for too long on anything!
Pros:
The ease of use is a huge plus to us and to all of the end users, it is very straight forward for everyone to use, well integrated into the company super easily and multiple ways to access via the website, mobile app or even just an email, makes our jobs much easier, and the hardware management is also a huge plus being able to track it all
Cons:
They are working on it now but I wish it had a better tracking of what was installed in certain hardware, at the moment they do not show all of the components just most of the major ones, would be a nice thing to have it all
Alternatives Considered:
Easily worth the price compared to free ticket systems
Comments: Extremely positive. Previously was using HESK as a free ticket system and also demo'd a few other options before settling on Freshservice. The paid features of Freshservice more then pay for themselves.
Pros:
Makes dealing with a large number of tickets very simple and intuitive. Improves response time and productivity of helpdesk.
Cons:
The settings/configuration is not super intuitive.
Hossam's Fresh Service Review
Comments: The overall experience is not that pleasant, it can perform the daily tasks, but not powerful & complicated to use, and doesn't have the customization features of creating our own dashboard in an easily manner.
Pros:
We have been using fresh service for more than a year, it is ok as a ticketing system & perform the daily task
Cons:
It is a complicated system compared to the other one we have been using, we had a problem generating the Team's ticketing report to do the yearly appraisal, so it has failed us in one of the most important yearly assessments, so it is either the Admin knowledge or the system has issues, but in both cases it is a bad experience, unlike other systems we were using
Alternatives Considered:
Hard to find something better
Comments: Moving from a free ticketing solution I found FreshServices provided lots of features to allow us to automated mundane tasks and free up our time to work on more important issues and projects.
Pros:
The vast number of features presented for a fair price. New features and enhancements are being made constantly.
Cons:
Improvements could be made to helpdesk customization. A WYSIWYG interface with the option to go deeper to modify HTML and CSS would be nice.
Everything You Need In A Great Ticketing System
Comments: Excellent, see the Pro section. I wished I could paraphrase everything I wrote in that section to garnish this one, but time is limited.
Pros:
There are multiple things that I like about the Freshservice platform. To start, the ticketing system that they provide is an amazing tool to keep track of issues and resolutions. You can easily search for similar issues and select a wide variety of categorizations to organize your problems and resolutions. I love the private note feature as well, we can suggest solutions to specialists working on solving an issue before it is escalated. Something else I liked about FS is their asset management utility. The Freshservice agent that is installed on the computers make it easier for admins to see who is the last person who signed in to a computer. This helpful in occasions where we have to rule out what computer is assigned to someone when we forget to update the asset. Overall, the Freshservice inventory system is the best I've used in my professional career. Now let's talk about my favorite feature - the API. I was surprised to learn that FS had an API. I was able to thoroughly test their API and develop our own apps. Very pleased with this aspect. I also enjoyed using their admin tools to create workflows, notifications, scenarios to automate and make the ticketing solution more effective. Being able to document things here is also very easy. You can add images, create tags, and alter publications from their editor. Never had any gripes with this. Lots to like here!
Cons:
There are actually very few cons. If there is anything bad to say is that I wished the API returned some more relevant results for what I was looking for. For example, I had to jump through a few more requests that I wanted to convert some values to get something else I needed. Yes, seriously, that's all the bad I can say; we are nerds here at Royal. I was able to code very cool apps with the API.
Feature packed ITSM which has room for improvement.
Comments: Moving from a shared mailbox it has been a lot easier to manage incoming incidents and track who is working on which ticket. Being an ITIL based ITSM we can now properly track system changes and gain approval across the business based on our business processes.
Pros:
Simple to use - one of the main reasons we went with FreshService was that during a trial of many other systems FreshService was by far the easiest to setup and configure. This means more time doing other projects rather than administering the helpdesk system. Powerful Automations - my trial version had the new Smart Workflow addon which made creating complex workflows very easy and simple. There is still room for improvement and some fields cannot be used in automations e.g. Impact or Urgency. Self service catlog - its a nice to have and allows easy segregation of Service Requests compared to Incidents, the custom forms are nice although would be better to dynamic i.e. drop down of all requesters for example. Branding - nice branding options and easy to use giving full access to CSS / HTML although not as easy to manipulate as ZenDesk. Self Service Portal - We haven't rolled this out to end users yet but the portal is easy to use and with the branding options can be customised. The embedded widget is also useful and can be embedded into SharePoint.
Cons:
Reporting - very limited compared to some systems although improvements are on the road map. Software Assets - confusing to use as you have to track each software item as an asset, cannot easily search on what is installed on computers across the database. Again improvements coming on the road map. Dashboard is useless - current implementation of the system gives a very basic overview of the system and an activity log. We don't use it as it doesn't provide any useful information. Certain Form Fields - you cannot change the default fields or even hide them without using JavaScript, this means I have had to create custom fields to tell my agents to ignore certain fields which isn't ideal. Also the categories list is shared among tickets, our change requests differ from our incidents. SLA breaches - compared to ZenDesk it isn't as easy to see when a ticket is due to breach SLA. Currently the ticket interface only shows Resolve Due date and not response due date, the response due just appears in the main ticket view when its close to expiry. Not ideal but workable.
Freshservice is quite a solid ITSM solution in the Cloud, with no investment in IT infrastructure.
Comments: The rapid deployment! Being Cloud, we were ready to start almost from day zero. The learning curve is quite smooth, and it was fairly easy to perform basic to moderate customizations on the portal and forms. Also the automation options were quite easy to follow (we basically used templates of the predefined ones) and one key for more novice users is that Freshservice has tutorials all around the solutions.
Pros:
It's literally "pay and use". Zero footprint in your current IT architecture, everything is habdled via any compatible web browser. And yet it includes advanced ITSM functionalities such as asset management and CMDB, in which you mdeploy Probes and Agents to Windows, Linux and Mac devices to scan and inventory hardware and software. And like every other Freshworks solution, it's very customizable interms of UI, automation and notifications, as well as integrations with third-party solutions and via API for developers.
Cons:
Perhaps adding new modules. Freshservice deals with this by integrations and automations, but out of the included modules (Tickets, Problems, Changes, Releases, CMDB, Projects, Solutions and Reports) you can't, at the moment, add a new one, such as Facilities or HR for example. However, provided that the included modules cover most, if not all, or ITSM's basic needs, and that the mnost generic modules (such as Tickets) are easily adaptable and customizable, that's not much of a problem.
Alternatives Considered:
Easy to use ITSM system that lack proper integration with other platforms.
Comments: Overall Freshservice is an easy to use and deploy platform that will work in small and medium size organizations. It has lots of feature to make repetitive tasks automated.
Pros:
Incident and Service requests is the module I like the most, specially because IT support can
Cons:
Inventory and Software management. The agent installed in workstations sporadically stops working and IT support must install the manually for it to continue reporting on the asset. When deploying hundreds of assets, this becomes very tedious. Also, the Probe used to scan network and synchronize AD with Fresh lack a lot of functionality and it doesn't provide enough information about a multitude of non-workstation assets after scanning.
Offers a lot of features
Comments: It meets our expectations for managing tickets. We have experienced some bugs and they get resolved quickly.
Pros:
We use it for tickets and issue resolution mostly. The software offers contract management, project management, asset management and other features at a very basic state.
Cons:
We tried asset management for a while and it felt extremely short so we had to switch to a different product. Project management we did not even try because it is extremely basic. Maybe they should stick with the core of their product which is tickets and issue resolution.
The Best IT Helpdesk Software
Comments: It has been an overall great experience and I highly recommend it.
Pros:
I love how easy it makes it to manage support tickets and requests; while also being able to handle bug, change and release management for the IT Team.
Cons:
Despite having quite robust automations, some of the automations have limitations that require code or change requests to the FreshService team to be made.
Good solution, quirky business.
Comments: We have been able to make great progress with this platform. It is a powerful ticketing system and the workflow works pretty well. API interaction is available too, and this is more complex and not always documented.
Pros:
Freshservice is a powerful platform and it has LOADS of features and strong no-code workflow management. We've been able to accomplish nearly all of our need functionality with this platform and have a large number of workflows to manage ticket flow.
Cons:
Quirky and many undocumented things going on, tickets and service requests are not the same, analytics are quirky and painfully slow for large data sets. Support is great for simple things, but really disappointing when you have specific issues to your configuration, each time you are educating their team on your problem and they always require you to do the legwork to provide them information.
Functional but has frustrations
Comments: 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.