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 Cost Overview
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.
Free Version
No
Free Trial
Yes, get a 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
CMDB Software
- Change Management
- Configuration Management
- Data Visualization
- Device Auto Discovery
- IT Asset Management
- Impact Management
- License Management
- Performance Monitoring
- Relationship Mapping
Change Management Software
- Approval Workflow
- Audit Trail
- Change Calendar
- Change Planning
- Compliance Management
- Prioritization
- Release Management
- Task Management
- Training Management
Complaint Management Software
- 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
Help Desk Software
- Alerts / Escalation
- Automated Routing
- Call Center Management
- Customisable Branding
- Document Storage
- Email Integration
- IT Asset Management
- Interaction Tracking
- Knowledge Base Management
- Macros/Templated Responses
- Multi-Channel Communication
- Network Monitoring
- Real-time Chat
- Remote Access/Control
- Reporting/Analytics
- Self Service Portal
- Service Level Agreement (SLA) Management
- Social Media Integration
- Ticket Management
- Workflow Configuration
IT Asset Management Software
- Audit Management
- Compliance Tracking
- Configuration Management
- Contract/License Management
- Cost Tracking
- Inventory Management
- Maintenance Management
- Procurement Management
- Requisition Management
- Supplier Management
IT Management Software
- Access Controls/Permissions
- Capacity Management
- Compliance Management
- Inventory Management
- Issue Auditing
- License Management
- Maintenance Scheduling
- Patch Management
- Remote Access/Control
IT Project Management Software
- 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
IT Service Software
- Contract Management
- IT Asset Management
- Incident Management
- Knowledge Management
- Release Management
- Self Service Portal
- Service Catalog
- Service Reporting
- Ticket Management
ITSM Tools
- Asset Tracking
- Availability Management
- Change Management
- Configuration Management
- Contract/License Management
- Incident Management
- Problem Management
- Project Management
- Release & Deployment Management
- Self Service Portal
Incident Management Software
- Audit Trail
- Corrective and Preventive Actions (CAPA)
- Disaster Recovery
- IT Incident Management
- Incident Reporting
- Investigation Management
- OSHA Compliance
- Safety Incident Management
- Task Management
Issue Tracking Software
- Assignment Management
- Dashboard
- Escalation Management
- Issue Auditing
- Issue Scheduling
- Knowledge Base Management
- Project Management
- Recurring Issues
- Task Management
Knowledge Management Software
- Cataloguing/Categorisation
- Collaboration
- Content Management
- Decision Tree
- Discussion Boards
- Full Text Search
- Knowledge Base Management
- Self Service Portal
MSP Software
- Backup and Recovery
- Billing & Invoicing
- CRM
- Dashboard
- Help Desk
- Issue Management
- Live Chat
- Patch Management
- Project Management
- Remote Access
- Scheduling
Service Desk Software
- CMDB
- Change Management
- IT Asset Management
- Incident Management
- Knowledge Base
- Mobile Access
- Procurement Management
- Remote Control
- SLA Management
- Self Service Portal
Freshservice Alternatives
More Freshservice alternatives
Freshservice Reviews
Showing 5 of 381 reviews
Rich K.
-
Overall Rating5/5
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Ease of Use5/5
-
Features & Functionality5/5
-
Customer Support4/5
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Value for Money5/5
-
Likelihood to Recommend
- 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
Adam P.
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Overall Rating5/5
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Ease of Use5/5
-
Features & Functionality5/5
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Customer Support4/5
-
Value for Money5/5
-
Likelihood to Recommend
- Reviewer Source
- Reviewed on 17/04/2020
"A great helpdesk solution"
Comments: Great benefit to the team, improved communication both internally and externally.
Pros: So sleek and simple to implement. Built in user-portal, reporting, workflows and constant updates make this the best helpdesk software we could find
Cons: A few setup niggles were quickly solved. Sometimes support can be slow, but rarely needed. Updates not always follwoed through
- Reviewer Source
- Reviewed on 17/04/2020
Verified Reviewer
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Overall Rating2/5
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Ease of Use3/5
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Features & Functionality1/5
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Customer Support4/5
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Value for Money1/5
-
Likelihood to Recommend
- 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
Jose Q.
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Overall Rating4/5
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Ease of Use5/5
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Features & Functionality4/5
-
Customer Support4/5
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Value for Money5/5
-
Likelihood to Recommend
- Reviewer Source
- Reviewed on 26/03/2018
"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.
- Reviewer Source
- Reviewed on 26/03/2018
Daniel W.
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Overall Rating4/5
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Ease of Use5/5
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Features & Functionality4/5
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Customer Support3/5
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Value for Money3/5
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Likelihood to Recommend
- Reviewer Source
- Reviewed on 19/03/2018
"The system is easy to use and has an inviting design that everyone can get used to."
Comments:
Our company has very specific requirements and this software is able to fulfill all of them.
We appreciate the continued development and clear control of the system. Management has better control over departmental processes.
The use of this software has shifted our customer service to a higher level.
Pros:
The system is easy to use and has an inviting design that everyone can get used to.
Even after years of use, the system is constantly evolving and improving. Freshservice can always surprise us with new functionality.
The range of features can satisfy every big and small business. Depending on the needs, an appropriate cost plan can be selected.
We greatly appreciate various kinds of reports.
Cons:
Technical support is sometimes really slow. Until recently, we were complaining about the searching, but it was improved in the last update.
The price for a complete set of features is quite high.
- Reviewer Source
- Reviewed on 19/03/2018
