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Who Uses Freshservice?

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

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.

Freshservice Details

Freshworks

https://www.freshworks.com

Founded 2011

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Freshservice pricing overview

See pricing plans

Freshservice does not have a free version but does offer a free trial. Freshservice paid version starts at USD 19.00/month.

Starting Price

USD 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.

Free Version

No

Free Trial

Yes, get a free trial

See pricing plans

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

Freshservice Features

  • API
  • Activity Dashboard
  • Activity Tracking
  • Alerts/Notifications
  • Asset 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

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  • Automatic Backup
  • Backup Log
  • Backup Scheduling
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  • 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

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  • Help Desk Management
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  • Knowledge Base Management
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  • Service Level Agreement (SLA) Management
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  • 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
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  • Issue Tracking
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  • Monitoring
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  • Quality Assurance
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  • Macros/Templated Responses
  • Monitoring
  • Multi-Channel Communication
  • Network Monitoring
  • Performance Metrics
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  • Real Time Notifications
  • Real-Time Chat
  • Remote Access/Control
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  • Customisable Branding
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  • Inventory Management
  • Inventory Tracking
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  • Maintenance Management
  • Maintenance Scheduling
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  • Prioritization
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  • Role-Based Permissions
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  • Service Level Agreement (SLA) Management
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  • Third Party Integrations
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  • Real Time Monitoring
  • Real Time Notifications
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  • Remote Access/Control
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  • Multiple Projects
  • Percent-Complete Tracking
  • Portfolio Management
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  • Progress Tracking
  • Project Management
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  • Project Templates
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  • Real Time Notifications
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  • Resource Management
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  • Supports Agile
  • Supports Scrum
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Freshservice Reviews

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Overall rating

4.5/5
From 387 users reviews

Average score

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

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Read all reviews
Rich K.
Director of IT
Wholesale, 1,001-5,000 Employees
Used the Software for: 2+ years
  • Overall Rating
    5 /5
  • Ease of Use
    5 /5
  • Features & Functionality
    5 /5
  • Customer Support
    4 /5
  • Value for Money
    5 /5
  • Likelihood to Recommend
    10/10
  • Reviewer Source 
  • Reviewed on 09/10/2018

"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.

  • Reviewer Source 
  • Reviewed on 09/10/2018
Mel W.
Operations Support Specialist
Real Estate, 501-1,000 Employees
Used the Software for: 1-5 months
  • Overall Rating
    5 /5
  • Ease of Use
    5 /5
  • Features & Functionality
    4 /5
  • Customer Support
    5 /5
  • Value for Money
    5 /5
  • Likelihood to Recommend
    10/10
  • Reviewer Source 
  • Reviewed on 25/09/2020

"Implementation and Management"

Comments: I had used FreshService in the past at different places of employment and had enjoyed it. This was the first time I was tasked with picking a ticketing system for a company. The fact that you get a trial based on the level you want to pay for, can basically have it customized during the trial to see if it's the right fit, extremely helpful and responsive customer service, and its easy to use for all levels of tech comfortability were the big reasons we chose FreshService. Every time I check in with our team of Agents, everyone is extremely happy with the switch and, overall, I am looking forward to the positive changes this is bringing our teams.

Pros: There are several reasons I pushed to choose FreshService over other products. The value of the features I was getting with the ease of set up. Within the trial period, I had most of the set up done before I presented to my department head. The ease of switching from the previous (and archaic) system to FS for our end users was, overall, seamless. The ability to customize the product with minimal knowledge makes it easy to manage and make changes. After reviewing a dozen other ticketing systems, FreshService provided the ease of implementation and change that we were looking for.

Cons: I love Freddy and want to use it however it's limited features over the traditional portal are frustrating. I understand it's a new feature and it's in a state of constant improvement but I wanted to launch with it and was unable to because key features that we needed specifically for our company would not show up. The reports aren't quite what I thought they would be either and I will probably have to do some work with powershell to get the information I really need.

  • Reviewer Source 
  • Reviewed on 25/09/2020
Verified Reviewer
Head of Application Services (System Administrator & Controlling Function)
Management Consulting, 201-500 Employees
Used the Software for: 6-12 months
  • Overall Rating
    2 /5
  • Ease of Use
    3 /5
  • Features & Functionality
    1 /5
  • Customer Support
    4 /5
  • Value for Money
    1 /5
  • Likelihood to Recommend
    1/10
  • Reviewer Source 
  • Source: GetApp
  • Reviewed on 13/06/2017

"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.

  • Reviewer Source 
  • Source: GetApp
  • Reviewed on 13/06/2017
Karina J.
IT Director
Information Technology & Services, 5,001-10,000 Employees
Used the Software for: 2+ years
  • Overall Rating
    4 /5
  • Ease of Use
    4 /5
  • Features & Functionality
    4 /5
  • Customer Support
    5 /5
  • Value for Money
    4 /5
  • Likelihood to Recommend
    8/10
  • Reviewer Source 
  • Reviewed on 09/02/2021

"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.

  • Reviewer Source 
  • Reviewed on 09/02/2021
Braden J.
IT
Civil Engineering, 201-500 Employees
Used the Software for: 1+ year
  • Overall Rating
    5 /5
  • Ease of Use
    5 /5
  • Features & Functionality
    5 /5
  • Customer Support
    5 /5
  • Value for Money
    4 /5
  • Likelihood to Recommend
    10/10
  • Reviewer Source 
  • Reviewed on 24/09/2020

"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

  • Reviewer Source 
  • Reviewed on 24/09/2020
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