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

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 and Preventive Actions (CAPA)
Disaster Recovery
IT Incident Management
Incident Reporting
Investigation Management
OSHA Compliance
Safety Incident Management
Task 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

Vendor has not completed this information.

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 368 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
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
Adam P.
IT Ops
Real Estate, 1,001-5,000 Employees
Used the Software for: 1+ year
  • 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 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
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
Jose Q.
Support Services Manager
13-50 Employees
Used the Software for: 2+ years
  • Overall Rating
    4/5
  • Ease of Use
    5/5
  • Features & Functionality
    4/5
  • Customer Support
    4/5
  • Value for Money
    5/5
  • Likelihood to Recommend
    9/10
  • 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.
IT infrastructure & Product Manager
Used the Software for: 2+ years
  • Overall Rating
    4/5
  • Ease of Use
    5/5
  • Features & Functionality
    4/5
  • Customer Support
    3/5
  • Value for Money
    3/5
  • Likelihood to Recommend
    8/10
  • 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