What Is Freshservice?
Freshservice is an intelligent, right-sized ITSM solution that delivers exceptional employee experiences with an intuitive, scalable, no-code solution. With its state-of-the-art AI and ML capabilities, Freshservice helps organizations ease an IT agents workload and improve their productivity by automating mundane tasks. In addition to its AI capabilities, Freshservice is flexible and scalable enough to be used by both: companies relying on legacy systems and modern enterprises.
Who Uses Freshservice?
Freshservice's customers include MSP's, financial organizations, educational institutions and several government organizations.
Freshservice Details
Freshworks
Founded in 2011
Freshservice pricing
Starting Price:
- Yes, has free trial
- No free version
Freshservice does not have a free version but does offer a free trial. Freshservice paid version starts at USD 19.00/month.
Pricing plans get a free trialFreshservice Details
Freshworks
Founded in 2011
Freshservice videos and images
Freshservice deployment and support
Support
- Email/Help Desk
- FAQs/Forum
- Knowledge Base
- Phone Support
- 24/7 (Live rep)
- Chat
Deployment
- Cloud, SaaS, Web-based
- Android (Mobile)
- iPhone (Mobile)
- iPad (Mobile)
Training
- In Person
- Live Online
- Webinars
- Documentation
- Videos
Features of Freshservice
Asset Tracking Software
- API
- Activity Dashboard
- Activity Tracking
- Alerts/Notifications
- Asset Lifecycle Management
- Asset Tracking
- Audit Management
- Audit Trail
- Barcode / Ticket Scanning
- Barcode Recognition
- Barcoding/RFID
- Calendar Management
- Check-in/Check-out
- Compliance Management
- Contract/License Management
- Cost Tracking
- Customisable Forms
- Customizable Fields
- Customizable Reports
- Data Import/Export
- Depreciation Management
- Dispatch Management
- Disposal Management
- Document Management
- Equipment Maintenance
- Equipment Tracking
- Fixed Asset Management
- Historical Reporting
- IT Asset Tracking
- Inventory Management
- Inventory Tracking
- Location Tracking
- Maintenance Management
- Maintenance Scheduling
- Mobile Access
- Monitoring
- Multi-Location
- Purchase Order Management
- RFID Scanning
- Reminders
- Reporting & Statistics
- Reporting/Analytics
- Reservations Management
- Search/Filter
- Status Tracking
- Tagging
- Third Party Integrations
- User Management
- Work Order Management
- Workflow Management
Business Continuity Software
- API
- Activity Dashboard
- Alerts/Notifications
- Audit Management
- Automatic Backup
- Backup Log
- Backup Scheduling
- Backup and Recovery
- Compliance Management
- Compression
- Continuous Backup
- Customizable Reports
- Data Import/Export
- Data Recovery
- Data Replication
- Data Storage Management
- Data Synchronization
- Disaster Recovery
- Document Storage
- Email Alerts
- Encryption
- File Transfer
- Incident Management
- Incremental Backup
- Local Server Options
- Mobile Alerts
- Monitoring
- Multiple Format Support
- Multiple System Support
- Optical Character Recognition
- Performance Metrics
- Policy Management
- Real Time Monitoring
- Real Time Notifications
- Real Time Reporting
- Remote Server Options
- Reporting & Statistics
- Retention Policy
- Risk Alerts
- Risk Assessment
- SSL Security
- Search/Filter
- Secure Data Storage
- Status Tracking
- Storage Quantity Control
- Task Management
- Third Party Integrations
- Version Control
- Web Access / Restoration
- Workflow Management
CMDB Software
- API
- Access Controls/Permissions
- Active Directory Integration
- Activity Dashboard
- Activity Tracking
- Alerts / Escalation
- Alerts/Notifications
- Asset Lifecycle Management
- Change Management
- Client Portal
- Collaboration Tools
- Compliance Management
- Configurable Workflow
- Configuration Management
- Contract/License Management
- Customisable Forms
- Customizable Fields
- Customizable Reports
- Data Import/Export
- Data Mapping
- Data Visualization
- Device Auto Discovery
- Drag & Drop
- Email Management
- Help Desk Management
- IT Asset Management
- IT Asset Tracking
- Impact Management
- Incident Management
- Inventory Management
- Knowledge Base Management
- License Management
- Performance Monitoring
- Prioritization
- Problem Management
- Relationship Mapping
- Reporting & Statistics
- Request Assignment
- SSL Security
- Scheduled / Automated Reports
- Self Service Portal
- Service Level Agreement (SLA) Management
- Single Sign On
- Support Ticket Management
- Support Ticket Tracking
- Surveys & Feedback
- Task Management
- Third Party Integrations
- Widgets
- Workflow Management
Change Management Software
- API
- Active Directory Integration
- Activity Dashboard
- Activity Tracking
- Alerts/Notifications
- Approval Process Control
- Approval Workflow
- Audit Management
- Audit Trail
- Calendar Management
- Change Management
- Change Planning
- Change Tracking
- Collaboration Tools
- Commenting/Notes
- Compliance Management
- Configurable Workflow
- Configuration Management
- Customisable Branding
- Customisable Forms
- Customizable Fields
- Customizable Reports
- Dashboard Creation
- Document Management
- Forms Management
- Incident Management
- Knowledge Base Management
- Learning Management
- Multi-Language
- Prioritization
- Problem Management
- Projections
- Real Time Analytics
- Real Time Notifications
- Real Time Reporting
- Release Management
- Reporting & Statistics
- Rules-Based Workflow
- SSL Security
- Self Service Portal
- Service Level Agreement (SLA) Management
- Single Sign On
- Support Ticket Management
- Support Ticket Tracking
- Surveys & Feedback
- Task Management
- Task Progress Tracking
- Third Party Integrations
- Training Management
- Workflow Management
Complaint Management Software
- API
- Access Controls/Permissions
- Activity Dashboard
- Activity Tracking
- Alerts / Escalation
- Assignment Management
- Audit Trail
- Canned Responses
- Case Management
- Chat/Messaging
- Collaboration Tools
- Corrective and Preventive Actions (CAPA)
- Customer Complaint Tracking
- Customer Service Analytics
- Customisable Branding
- Customisable Forms
- Customizable Reports
- Customizable Templates
- Data Import/Export
- Email Management
- Email Templates
- Feedback Management
- Forms Management
- Interaction Tracking
- Issue Management
- Issue Tracking
- Knowledge Base Management
- Live Chat
- Monitoring
- Multi-Channel Communication
- Multi-Channel Management
- Prioritization
- Quality Assurance
- Real Time Notifications
- Real Time Reporting
- Real-time Updates
- Reporting & Statistics
- Reporting/Analytics
- Routing
- SSL Security
- Self Service Portal
- Service Level Agreement (SLA) Management
- Social Media Integration
- Social Media Monitoring
- Support Ticket Management
- Support Ticket Tracking
- Survey/Poll Management
- Surveys & Feedback
- Tagging
- Third Party Integrations
- Widgets
- Workflow Management
Contract Management Software
- API
- Access Controls/Permissions
- Activity Dashboard
- Activity Tracking
- Alerts/Notifications
- Approval Process Control
- Audit Management
- Audit Trail
- Buy Side (Suppliers)
- CRM
- Completion Tracking
- Compliance Management
- Compliance Tracking
- Configurable Workflow
- Contact Management
- Contract Drafting
- Contract Lifecycle Management
- Contract/License Management
- Customisable Branding
- Customizable Fields
- Customizable Reports
- Customizable Templates
- Data Extraction
- Data Import/Export
- Digital Signature
- Document Management
- Document Storage
- Document Templates
- Drag & Drop
- Electronic Signature
- Full Text Search
- Government Contracts
- Lifecycle Management
- Monitoring
- Pre-built Templates
- Real Time Data
- Real Time Notifications
- Reminders
- Reporting & Statistics
- Reporting/Analytics
- Search/Filter
- Sell Side (Customers)
- Specialty Contracts
- Status Tracking
- Task Management
- Team Collaboration
- Template Management
- Third Party Integrations
- Version Control
- Workflow Management
Help Desk Software
- API
- Access Controls/Permissions
- Activity Dashboard
- Activity Tracking
- Alerts / Escalation
- Alerts/Notifications
- Automated Routing
- CRM
- Call Center Management
- Chat/Messaging
- Client Portal
- Customer Database
- Customer History
- Customisable Branding
- Customisable Forms
- Customizable Fields
- Customizable Reports
- Customizable Templates
- Data Import/Export
- Document Storage
- Email Management
- Email Templates
- Feedback Management
- Help Desk Management
- IT Asset Management
- Interaction Tracking
- Knowledge Base Management
- Live Chat
- Macros/Templated Responses
- Monitoring
- Multi-Channel Communication
- Network Monitoring
- Performance Metrics
- Prioritization
- Real Time Notifications
- Real-Time Chat
- Remote Access/Control
- Reporting & Statistics
- Reporting/Analytics
- Self Service Portal
- Service Level Agreement (SLA) Management
- Social Media Integration
- Support Ticket Management
- Support Ticket Tracking
- Surveys & Feedback
- Third Party Integrations
- Ticket Management
- Workflow Configuration
- Workflow Management
IT Asset Management Software
- API
- Access Controls/Permissions
- Activity Dashboard
- Activity Tracking
- Alerts/Notifications
- Asset Lifecycle Management
- Asset Tracking
- Audit Management
- Audit Trail
- Barcode / Ticket Scanning
- Change Management
- Compliance Management
- Compliance Tracking
- Configurable Workflow
- Configuration Management
- Contract/License Management
- Cost Tracking
- Customisable Branding
- Customisable Forms
- Customizable Fields
- Customizable Reports
- Dashboard Creation
- Data Import/Export
- Data Visualization
- Email Management
- IT Asset Tracking
- Incident Management
- Inventory Management
- Inventory Tracking
- Knowledge Base Management
- Maintenance Management
- Maintenance Scheduling
- Monitoring
- Prioritization
- Problem Management
- Procurement Management
- Real Time Reporting
- Reporting & Statistics
- Reporting/Analytics
- Requisition Management
- Role-Based Permissions
- Self Service Portal
- Service Level Agreement (SLA) Management
- Supplier Management
- Support Ticket Management
- Support Ticket Tracking
- Task Management
- Third Party Integrations
- User Management
- Workflow Management
IT Management Software
- API
- Access Controls/Permissions
- Activity Dashboard
- Activity Tracking
- Alerts / Escalation
- Alerts/Notifications
- Audit Management
- Audit Trail
- Capacity Management
- Change Management
- Chat/Messaging
- Compliance Management
- Configurable Workflow
- Configuration Management
- Customisable Branding
- Customizable Reports
- Dashboard
- Data Import/Export
- Data Visualization
- Event Logs
- IT Asset Tracking
- IT Reporting
- Incident Management
- Inventory Management
- Issue Auditing
- Knowledge Management
- License Management
- Maintenance Scheduling
- Monitoring
- Patch Management
- Performance Metrics
- Real Time Data
- Real Time Monitoring
- Real Time Notifications
- Real Time Reporting
- Real-time Updates
- Remote Access/Control
- Remote Monitoring & Management
- Reporting & Statistics
- SSL Security
- Self Service Portal
- Server Monitoring
- Service Level Agreement (SLA) Management
- Single Sign On
- Task Management
- Third Party Integrations
- Ticket Management
- Uptime Reporting
- User Management
- Workflow Management
IT Project Management Software
- API
- Access Controls/Permissions
- Activity Dashboard
- Activity Tracking
- Bug Tracking
- Calendar Management
- Charting
- Collaboration Tools
- Commenting/Notes
- Customizable Fields
- Customizable Reports
- Deadline Management
- Document Management
- Drag & Drop
- Email Management
- For IT Project Management
- Gantt/Timeline View
- Issue Management
- Milestone Tracking
- Multiple Projects
- Percent-Complete Tracking
- Portfolio Management
- Prioritization
- Product Roadmapping
- Progress Tracking
- Project Management
- Project Planning
- Project Templates
- Project Time Tracking
- Project Tracking
- Project Workflow
- Projections
- Real Time Data
- Real Time Notifications
- Real Time Reporting
- Real-time Updates
- Reporting & Statistics
- Requirements Management
- Resource Management
- Search/Filter
- Status Tracking
- Supports Agile
- Supports Scrum
- Task Management
- Task Planning
- Task Progress Tracking
- Task Scheduling
- Testing/QA Management
- Third Party Integrations
- Time & Expense Tracking
- Workflow Management
IT Service Software
- API
- Activity Dashboard
- Alerts/Notifications
- Change Management
- Client Portal
- Compliance Management
- Configuration Management
- Contract/License Management
- Customisable Forms
- Drag & Drop
- Help Desk Management
- IT Asset Management
- Incident Management
- Inventory Management
- Knowledge Management
- Prioritization
- Problem Management
- Project Management
- Real Time Monitoring
- Real Time Notifications
- Real Time Reporting
- Release Management
- Resource Allocation & Planning
- SSL Security
- Self Service Portal
- Service Catalog
- Service History
- Service Level Agreement (SLA) Management
- Service Request Management
- Support Ticket Management
- Surveys & Feedback
- Task Management
- Third Party Integrations
- Ticket Management
- Workflow Management
ITSM Tools
- API
- Access Controls/Permissions
- Active Directory Integration
- Activity Dashboard
- Activity Tracking
- Alerts / Escalation
- Alerts/Notifications
- Approval Process Control
- Asset Lifecycle Management
- Asset Tracking
- Audit Management
- Availability Management
- CRM
- Capacity Management
- Change Management
- Chat/Messaging
- Client Portal
- Configurable Workflow
- Configuration Management
- Contract/License Management
- Customisable Branding
- Customisable Forms
- Customizable Fields
- Customizable Reports
- Customizable Templates
- Dashboard Creation
- Drag & Drop
- Email Management
- Help Desk Management
- IT Asset Tracking
- Incident Management
- Inventory Management
- Knowledge Base Management
- Monitoring
- Multi-Channel Communication
- Prioritization
- Problem Management
- Project Management
- Release Management
- Reporting & Statistics
- Role-Based Permissions
- Self Service Portal
- Service Catalog
- Service Level Agreement (SLA) Management
- Support Ticket Management
- Support Ticket Tracking
- Surveys & Feedback
- Task Management
- Third Party Integrations
- Workflow Management
Incident Management Software
- API
- Activity Dashboard
- Alerts / Escalation
- Alerts/Notifications
- Audit Management
- Audit Trail
- Communication Management
- Communications Management
- Compliance Management
- Contact Management
- Corrective and Preventive Actions (CAPA)
- Customisable Forms
- Customizable Fields
- Customizable Reports
- Customizable Templates
- Data Visualization
- Disaster Recovery
- Document Management
- Email Alerts
- Event Logs
- Forms Management
- IT Incident Management
- Incident Management
- Incident Reporting
- Inspection Management
- Investigation Management
- Issue Management
- Maintenance Scheduling
- Mobile Alerts
- Monitoring
- Multi-Channel Communication
- Multi-Language
- OSHA Compliance
- On Call Scheduling
- Real Time Monitoring
- Real Time Notifications
- Real Time Reporting
- Real-time Updates
- Reminders
- Reporting & Statistics
- Risk Alerts
- Risk Analytics
- Risk Assessment
- Safety Incident Management
- Single Sign On
- Status Tracking
- Task Management
- Third Party Integrations
- Training Management
- Workflow Management
Inventory Management Software
- API
- Accounting Integration
- Activity Dashboard
- Alerts/Notifications
- Barcode / Ticket Scanning
- Barcode Recognition
- Billing & Invoicing
- Cost Tracking
- Customer Database
- Customizable Reports
- Data Synchronization
- Forecasting
- Inventory Auditing
- Inventory Control
- Inventory Management
- Inventory Optimization
- Inventory Replenishment
- Inventory Tracking
- Invoice Management
- Kitting
- Manufacturing Inventory Management
- Mobile Access
- Multi-Channel Management
- Multi-Currency
- Multi-Location
- Order Management
- Order Tracking
- Point of Sale (POS)
- Product Identification
- Purchase Order Management
- Purchasing & Receiving
- Real Time Data
- Real Time Reporting
- Real-time Updates
- Reorder Management
- Reporting & Statistics
- Reporting/Analytics
- Retail Inventory Management
- Returns Management
- Sales Orders
- Sales Reports
- Search/Filter
- Shipping Management
- Status Tracking
- Stock Management
- Supplier Management
- Third Party Integrations
- Vendor Managed Inventory
- Warehouse Management
- eCommerce Management
Issue Tracking Software
- API
- Access Controls/Permissions
- Activity Dashboard
- Activity Tracking
- Alerts / Escalation
- Alerts/Notifications
- Assignment Management
- Chat/Messaging
- Collaboration Tools
- Commenting/Notes
- Configurable Workflow
- Customisable Branding
- Customisable Forms
- Customizable Fields
- Customizable Reports
- Customizable Templates
- Dashboard
- Drag & Drop
- Email Management
- Help Desk Management
- Issue Auditing
- Issue Management
- Issue Scheduling
- Issue Tracking
- Knowledge Base Management
- Monitoring
- Multi-Channel Communication
- Prioritization
- Project Management
- Projections
- Real Time Notifications
- Real Time Reporting
- Real-time Updates
- Recurring Issues
- Reporting & Statistics
- Role-Based Permissions
- Rules-Based Workflow
- SSL Security
- Self Service Portal
- Service Level Agreement (SLA) Management
- Support Ticket Management
- Support Ticket Tracking
- Surveys & Feedback
- Tagging
- Task Management
- Task Progress Tracking
- Third Party Integrations
- Ticket Management
- Widgets
- Workflow Management
Knowledge Base Software
- API
- Alerts/Notifications
- Cataloguing/Categorisation
- Chatbot
- Collaboration Tools
- Commenting/Notes
- Content Library
- Customisable Branding
- Customizable Templates
- Dashboard
- Document Storage
- Drag & Drop Editor
- Email Alerts
- Feedback Management
- Full Text Search
- Knowledge Management
- Live Chat
- Mobile Alerts
- Mobile Interface
- Multi-Language
- Online Forums
- Pre-built Templates
- Real Time Notifications
- Real Time Reporting
- Reporting & Statistics
- Reporting/Analytics
- Rich Text Editor
- SEO Management
- Self Service Portal
- Social Media Integration
- Templates
- Text Editing
- Third Party Integrations
- User Management
- WYSIWYG Editor
- Web Notifications
- Website Integration
- Widgets
- Wiki
Knowledge Management Software
- API
- Access Controls/Permissions
- Active Directory Integration
- Activity Dashboard
- Activity Tracking
- Alerts/Notifications
- CRM
- Calendar Management
- Cataloguing/Categorisation
- Categorisation/Grouping
- Chat/Messaging
- Collaboration Tools
- Commenting/Notes
- Communication Management
- Configurable Workflow
- Content Library
- Content Management
- Customisable Branding
- Customisable Forms
- Customizable Fields
- Customizable Reports
- Customizable Templates
- Data Import/Export
- Decision Support Systems
- Discussions / Forums
- Document Management
- Document Storage
- Drag & Drop
- Email Management
- File Management
- Full Text Search
- Gamification
- Knowledge Base Management
- Live Chat
- Multi-Language
- Online Forums
- Projections
- Real Time Notifications
- Reporting & Statistics
- SSL Security
- Self Service Portal
- Self-Learning
- Single Sign On
- Social Media Integration
- Surveys & Feedback
- Tagging
- Text Editing
- Third Party Integrations
- Widgets
- Workflow Management
MSP Software
- API
- Active Directory Integration
- Activity Dashboard
- Activity Tracking
- Anti Virus
- Audit Management
- Audit Trail
- Automatic Backup
- Backup and Recovery
- Billing & Invoicing
- CRM
- Compliance Management
- Configuration Management
- Contract/License Management
- Customisable Branding
- Customizable Reports
- Dashboard
- Data Import/Export
- Data Visualization
- Event Logs
- Help Desk Management
- IT Asset Tracking
- Incident Management
- Inventory Management
- Issue Management
- Live Chat
- Maintenance Scheduling
- Monitoring
- Patch Management
- Performance Metrics
- Policy Management
- Project Management
- Real Time Analytics
- Real Time Data
- Real Time Monitoring
- Real Time Reporting
- Real-time Updates
- Remote Access/Control
- Remote Monitoring & Management
- Reporting & Statistics
- SSL Security
- Scheduling
- Self Service Portal
- Server Monitoring
- Service Level Agreement (SLA) Management
- Summary Reports
- Support Ticket Management
- Task Management
- Third Party Integrations
- Workflow Management
Remote Support Software
- API
- Access Controls/Permissions
- Activity Dashboard
- Activity Tracking
- Audit Management
- Audit Trail
- CRM
- Chat/Messaging
- Collaboration Tools
- Communication Management
- Compliance Management
- Customisable Branding
- Customizable Reports
- Diagnostic Tools
- File Sharing
- File Transfer
- Live Chat
- Monitoring
- Multi-Channel Communication
- Multiple User Accounts
- Performance Metrics
- Real Time Data
- Real Time Monitoring
- Real Time Notifications
- Real-Time Chat
- Real-time Updates
- Remote Access/Control
- Remote Monitoring & Management
- Remote Update / Installation
- Reporting & Statistics
- Reporting/Analytics
- SSL Security
- Screen Sharing
- Secure Login
- Self Service Portal
- Server Monitoring
- Session Recording
- Session Transfer
- Single Sign On
- Summary Reports
- Support Ticket Management
- Surveys & Feedback
- Third Party Integrations
- Two-Factor Authentication
- Two-Way Audio & Video
- Unattended Access
- User Management
- Video Conferencing
- Video Support
- Workflow Management
Service Desk Software
- API
- Activity Dashboard
- Activity Tracking
- Alerts / Escalation
- Alerts/Notifications
- Analytics
- Asset Lifecycle Management
- Benchmarking
- CMDB
- Change Management
- Chat/Messaging
- Configuration Management
- Contract/License Management
- Customer Support
- Customisable Branding
- Customizable Reports
- Customizable Templates
- Email Management
- Email Templates
- IT Asset Management
- IT Risk Management
- Incident Management
- Inventory Management
- Knowledge Base Management
- Live Chat
- Localization Automation
- Mobile Access
- Multi-Channel Communication
- Prioritization
- Problem Management
- Procurement Management
- Project Management
- Real Time Notifications
- Real Time Reporting
- Release & Deployment
- Remote Access/Control
- Reporting & Statistics
- Scheduled / Automated Reports
- Self Service Portal
- Service Catalog
- Service Level Agreement (SLA) Management
- Support Ticket Management
- Surveys & Feedback
- Task Management
- Third Party Integrations
- Virtual Assistant
- Workflow Management
Software License Manager
- API
- Access Controls/Permissions
- Activity Dashboard
- Activity Tracking
- Ad hoc Reporting
- Alerts/Notifications
- Approval Process Control
- Asset Lifecycle Management
- Audit Management
- Audit Trail
- Barcode / Ticket Scanning
- Categorisation/Grouping
- Compliance Management
- Configuration Management
- Contract/License Management
- Copy Protection
- Cost Tracking
- Customizable Fields
- Customizable Reports
- Data Import/Export
- Historical Reporting
- IT Asset Tracking
- Inventory Management
- Inventory Tracking
- License Inventory
- License Tracking
- Monitoring
- Node Management
- Packaging Software
- Portable License
- Product Activation
- Purchase Order Management
- Real Time Data
- Real Time Monitoring
- Real Time Notifications
- Real Time Reporting
- Reporting & Statistics
- Reporting/Analytics
- Risk Assessment
- Role-Based Permissions
- SSL Security
- Self Service Portal
- Subscription Management
- Third Party Integrations
- Transaction History
- Trial License
- Usage Tracking/Analytics
- User Management
- Vendor Management
- Workflow Management
Alternatives to Freshservice
More Freshservice alternatives
Erick V.
Probably the best tool for Help Desk Management
Comments: 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.
Freshservice Review
Comments: 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'.
Alternatives Considered: Zendesk, ServiceNow Customer Service Management and ManageEngine ServiceDesk Plus
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.
Switched From: Cerb
Reasons for Switching to Freshservice: Cost and ease of customization
Karan P.
Simple & powerful ticket management platform
Comments: Ideal ticketing and support platform for startups and SMBs!
Pros:
Freshservice was very easy to setup and migrate our operations to. Onboarding and customer support is pretty impressive given the annual pricing plan is quite low compared to other players in this space. Data analytics offered by the platform is quite detailed & easy to interpret.
Cons:
UI looks a little outdated. Workflows are great but quite tough to create customized ones, limited flexibility. Email delivery/notification is a little challenging, face issues with our clients once in a while.
Verified Reviewer
No bang for the buck, an overpriced form submission tool that disappoints in reporting and integration
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.
Verified Reviewer
Easily worth the price compared to other ticket systems.
Pros:
After following a demo given by enthusiastic and cooperative Freshservice employees, we were sure of our choice. The tooling is intuitive, user-friendly, responds quickly and very easy to set up. There are plenty of things that can be adapted to the needs of the company. There are a number of options within the tooling that have certainly increased the efficiency of our employees and in the way customers create their own tickets. The support and technical staff are excellent and an example for other companies!
Cons:
The change module may be further expanded. A feature request has been created for this and the latest information shows that a number of improvements will be made this year.
Alternatives Considered: Kaseya VSA, TOPdesk, Zendesk and Jira
Reasons for Switching to Freshservice: Before Freshservice, we used a tooling that was almost unusable, slow and cumbersome to use. No more innovations were made. The switch to Freshservice was a relief for our users, but certainly for our customers. Where we regularly received complaints about our ticket system before using Freshservice, we no longer receive any complaints.
