15 years helping Australian businesses
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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.

Where can Freshservice be deployed?

Cloud-based
On-premises

About the vendor

  • Freshworks
  • Located in San Mateo, US
  • Founded in 2011

Freshservice support

  • Phone Support
  • 24/7 (Live rep)
  • Chat

Countries available

Australia, Austria, Belgium, Brazil, Canada and 40 others

Languages

Dutch, English, French, German, Italian and 5 others

Freshservice pricing

Starting Price:

USD 29.00/month
  • 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 29.00/month.

About the vendor

  • Freshworks
  • Located in San Mateo, US
  • Founded in 2011

Freshservice support

  • Phone Support
  • 24/7 (Live rep)
  • Chat

Countries available

Australia, Austria, Belgium, Brazil, Canada and 40 others

Languages

Dutch, English, French, German, Italian and 5 others

Freshservice videos and images

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Features of Freshservice

  • API
  • Access Controls/Permissions
  • Activity Dashboard
  • Activity Tracking
  • Alerts/Escalation
  • Alerts/Notifications
  • Approval Workflow
  • Asset Lifecycle Management
  • Asset Tracking
  • Assignment Management
  • Audit Management
  • Audit Trail
  • Automated Routing
  • Backup and Recovery
  • Barcoding/RFID
  • CMDB
  • Cataloguing/Categorisation
  • Change Management
  • Change Planning
  • Change Tracking
  • Chat/Messaging
  • Collaboration Tools
  • Completion Tracking
  • Compliance Management
  • Compliance Tracking
  • Configuration Management
  • Content Management
  • Contract Drafting
  • Contract Lifecycle Management
  • Contract/License Management
  • Corrective and Preventive Actions (CAPA)
  • Cost Tracking
  • Customer Complaint Tracking
  • Customisable Branding
  • Customizable Fields
  • Customizable Reports
  • Customizable Templates
  • Dashboard
  • Data Visualization
  • Device Auto Discovery
  • Disaster Recovery
  • Document Management
  • Document Storage
  • Drag & Drop
  • Electronic Signature
  • Email Management
  • Feedback Management
  • For IT Project Management
  • Help Desk Management
  • IT Asset Management
  • IT Asset Tracking
  • Incident Management
  • Incident Reporting
  • Inventory Management
  • Inventory Optimization
  • Investigation Management
  • Issue Auditing
  • Issue Management
  • Issue Tracking
  • Knowledge Base Management
  • Knowledge Management
  • License Management
  • Live Chat
  • Location Tracking
  • Maintenance Management
  • Maintenance Scheduling
  • Mobile Access
  • Multi-Channel Communication
  • Multi-Language
  • Multi-Location
  • Patch Management
  • Performance Metrics
  • Prioritization
  • Problem Management
  • Product Identification
  • Project Tracking
  • Real Time Monitoring
  • Real-Time Chat
  • Relationship Mapping
  • Release Management
  • Remote Monitoring & Management
  • Reporting & Statistics
  • Reporting/Analytics
  • Resource Management
  • Routing
  • Scheduling
  • Search/Filter
  • Self Service Portal
  • Service Catalog
  • Service Level Agreement (SLA) Management
  • Status Tracking
  • Supplier Management
  • Support Ticket Management
  • Surveys & Feedback
  • Task Management
  • Third Party Integrations
  • Ticket Management
  • Widgets
  • Workflow Configuration
  • Workflow Management

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Reviews of Freshservice

Average score

Overall
4.5
Ease of Use
4.5
Customer Service
4.6
Features
4.3
Value for Money
4.4

Reviews by company size (employees)

  • <50
  • 51-200
  • 201-1,000
  • >1,001
Erick
Erick
Client Technologies Manager in US
Verified LinkedIn User
Automotive, 1,001–5,000 Employees
Used the Software for: 1+ year
Reviewer Source

Probably the best tool for Help Desk Management

5.0 2 years ago

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.

Sarah
Sarah
System Administrator in US
Verified LinkedIn User
Information Technology & Services, 10,000+ Employees
Used the Software for: 2+ years
Reviewer Source

You can do a lot of great things with Freshservice

4.0 last year

Comments: Complete platform for IT service management and reporting on client needs. It gives me the ability to develop material that can be provided as assistance to customers, as well as report back internally to the team and to top board management.

Pros:

I appreciate that it is not only affordable, but also demonstrates a lot of value due to the fact that it comes with a lot of features considering how much it costs. FreshService is capable of competing with ServiceNow in terms of IT service management, and I am accustomed to utilizing ServiceNow.

Cons:

The constraints placed on portal design, in addition to the requirement of having HTML coding skills. I have not been able to determine whether or not it is possible for us to have parent portal sites that include kid pages, and the process of developing these pages will require experience in coding.

Verified Reviewer
Verified LinkedIn User
Management Consulting, 201–500 Employees
Used the Software for: 6-12 months
Reviewer Source
Source: GetApp

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

2.0 6 years ago

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.

Lillian
Lillian
Human Resources Generalist in US
Verified LinkedIn User
Hospital & Health Care, 10,000+ Employees
Used the Software for: 1+ year
Reviewer Source

Freshservice is a top-notch help desk solution

4.0 4 months ago

Comments: 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.

Verified Reviewer
Verified LinkedIn User
Information Technology & Services, 1,001–5,000 Employees
Used the Software for: 1+ year
Reviewer Source

Freshservice is the best ITSM, our users love it!

5.0 last year

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: 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 and OTRS

Reasons for Switching to Freshservice: It was the best option for us.