Who Uses Freshservice?

Freshservice's customers include MSP's, financial organizations, educational institutions and several government organizations.

What Is Freshservice?

Freshservice is an online ITSM solution with a fresh twist. It puts a refreshing user experience on top of powerful ticketing and asset management capabilities, and is the most user-friendly app in the space. In addition to core functionalities like Incident, Problem, Change, Release and Asset Management, Freshservice also lets you put your knowledge base on the cloud.

Freshservice Details

Freshworks

http://freshservice.com

Founded 2010

Freshservice Pricing Overview

Freshservice starts at US$19,00/month. Freshservice does not have a free version but does offer a free trial. See additional pricing details for Freshservice below.

Starting Price

US$19,00/month
See pricing details

Pricing Details

21-day free trial, no credit card required.

Free Version

No

Free Trial

Deployment

Cloud, SaaS, Web

Training

In Person

Live Online

Webinars

Documentation

Support

24/7 (Live Rep)

Business Hours

Online

Freshservice Features

Asset Tracking Software
Activity Tracking
Audit Trail
Barcoding/RFID
Check-in/Check-out
Depreciation Management
Disposal Management
Location Tracking
Reservations Management
Change Management
Configuration Management
Data Visualization
Device Auto Discovery
IT Asset Management
Impact Management
License Management
Performance Monitoring
Relationship Mapping
Approval Workflow
Audit Trail
Change Calendar
Change Planning
Compliance Management
Prioritization
Release Management
Task Management
Training Management
Case Management
Complaint Classification
Corrective Actions (CAPA)
Customer Complaint Tracking
Feedback Management
Forms Management
Issue Tracking
Quality Assurance Management
Routing
Self Service Portal
Social Media Monitoring
Survey Management
Alerts / Escalation
Automated Routing
Customizable Branding
Document Storage
Email Integration
IT Asset Management
Interaction Tracking
Knowledge Base Management
Multi-Channel Communication
Network Monitoring
Real-time Chat
Self Service Portal
Service Level Agreement (SLA) Management
Ticket Management
Audit Management
Compliance Tracking
Configuration Management
Contract/License Management
Cost Tracking
Inventory Management
Maintenance Management
Procurement Management
Requisition Management
Supplier Management
Access Controls/Permissions
Capacity Management
Compliance Management
Inventory Management
Issue Auditing
License Management
Maintenance Scheduling
Patch Management
Remote Access/Control
Bug Tracking
Issue Management
Milestone Tracking
Percent-Complete Tracking
Portfolio Management
Prioritization
Product Roadmapping
Requirements Management
Resource Management
Status Tracking
Supports Agile
Supports Scrum
Task Management
Testing / QA Management
Time & Expense Tracking
Contract Management
IT Asset Management
Incident Management
Knowledge Management
Release Management
Self Service Portal
Service Catalog
Service Reporting
Ticket Management
Asset Tracking
Availability Management
Change Management
Configuration Management
Contract/License Management
Incident Management
Problem Management
Project Management
Release & Deployment Management
Self Service Portal
Audit Trail
Corrective Actions (CAPA)
Disaster Recovery
Incident Reporting
OSHA Compliance
Root-Cause Diagnosis
Safety Management
Task Management
Ticket Management
Assignment Management
Dashboard
Escalation Management
Issue Auditing
Issue Scheduling
Knowledge Base Management
Project Management
Recurring Issues
Task Management
Cataloging/Categorization
Collaboration
Content Management
Decision Tree
Discussion Boards
Full Text Search
Knowledge Base Management
Self Service Portal
CMDB
Change Management
IT Asset Management
Incident Management
Knowledge Base
Mobile Access
Procurement Management
Remote Control
SLA Management
Self Service Portal

Freshservice Reviews

Showing 5 of 366 reviews

Overall
4.5/5
Ease of Use
4.6/5
Customer Service
4.7/5
Features
4.3/5
Value for Money
4.5/5

Simple to use and has all the features you actually need.

Reviewed on 2018/10/09
Rich K.
Director of IT
Wholesale, 1 001-5 000 Employees
Used the Software for: 2+ years
Reviewer Source 
5/5
Overall
5/5
Ease of Use
5/5
Features & Functionality
4/5
Customer Support
5/5
Value for Money
Likelihood to Recommend:
Not Likely Extremely Likely

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.

Freshservice Review from a daily user and admin

Reviewed on 2019/08/01
Aleksandr Z.
IT Service Desk Specialist III
Education Management, 51-200 Employees
Used the Software for: 2+ years
Reviewer Source 
4/5
Overall
4/5
Ease of Use
4/5
Features & Functionality
3/5
Customer Support
5/5
Value for Money
Likelihood to Recommend:
Not Likely Extremely Likely

Comments: My overall experience with Freshservice has been really good (despite the cons I listed). The interface from Agent point of view is easy to navigate, the ticket/problem/change management is clear. From an admin point of view, everything is well group under the admin section and even if you don't have experience with Freshservice you will find yourself picking everything up pretty quickly. The mobile app, while clunky, is still a good way to get notified about tickets coming in (especially urgent ones), and checking for replies and approvals. Bonus points for providing single sign on options (SSO). Customization is solid and allows you to integrate your company branding quite well. Good, and easy to create, manage, edit knowledge base system. Requesters have a very easy time creating a ticket in case of an incident. While it can feel frustrating to have to contact Freshservice support for some things, I can say that my overall experience has been very solid with their support and they have even taken and implement a number of our feature requests. I would most certainly recommend this product.

Pros: - Easy to use
- Good platform to manage incidents/problems/changes/releases as well as requests
- Good CMDB for managing company assets
- Pretty simple to perform administrative tasks
- Good customization
- Has mobile app that will notify you when someone performs an action on any of your items (Such as assignment of a ticket, replies, approvals, etc.)
- Had good experience from Freshservice support staff
- Has the ability to integrate into your domain account via Single Sing-On (SSO)
- Good solution for storing your IT Support based knowledge base

Cons: - Customization could be better in some areas
- Some changes require you to contact Freshservice support directly
- Digital asset management is a bit clunky
- Mobile app is not as intuitive as desktop experience and can feel difficult to navigate for some users
- Noticed that at times, usually in the morning hours of EST time zone, Freshservice access cuts out for 5 minutes

Great Overall SASS for IT

Reviewed on 2020/01/02
Brad T.
Help Desk Manager
Automotive, 1 001-5 000 Employees
Used the Software for: 6-12 months
Reviewer Source 
5/5
Overall
5/5
Ease of Use
4/5
Features & Functionality
5/5
Customer Support
5/5
Value for Money
Likelihood to Recommend:
Not Likely Extremely Likely

Pros: Great ITIL based service desk software. It is very easy to set up and use.

Cons: I had chosen this product for CMDB functionality. It worked well overall, but, the software inventory feature has a long way to go to be useful.

Simple Internal Support

Reviewed on 2019/12/04
Verified Reviewer
Director of Information Technology
Nonprofit Organization Management, 13-50 Employees
Used the Software for: 1+ year
Reviewer Source 
5/5
Overall
5/5
Ease of Use
5/5
Features & Functionality
5/5
Customer Support
5/5
Value for Money
Likelihood to Recommend:
Not Likely Extremely Likely

Comments: Freshservice made keeping up with the requests in my workload possible. At the time of implementation I was the only member of our IT Department and after 1 year had closed about 300 tickets myself. After having brought in another person and as we're planning to grow our team even more we are on pace to handle 600+ this year. So many of those requests can and have gotten lost in email in the past, but no more!

Pros: Freshservice is simple to use as an end user submitting tickets and as an agent managing / responding to them. The automation features to automatically close tickets or assign to agents based on category are instrumental in an efficient workflow.

Cons: 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. It feels like it's a few years old but it allows you to get the job done and ultimately that is all that matters.

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

Reviewed on 2017/06/13
Verified Reviewer
Head of Application Services (System Administrator & Controlling Function)
Management Consulting, 201-500 Employees
Used the Software for: 6-12 months
Reviewer Source 
Source: GetApp
2/5
Overall
3/5
Ease of Use
1/5
Features & Functionality
4/5
Customer Support
1/5
Value for Money
Likelihood to Recommend:
Not Likely Extremely Likely

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.