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, SaaS, Web-based, Android (Mobile), iPhone (Mobile), iPad (Mobile)

About the vendor

  • Freshworks
  • Located in San Mateo, US
  • Founded in 2011
  • Phone Support
  • 24/7 (Live rep)
  • Chat

Countries available

Australia, Austria, Belgium, Brazil, Canada and 39 others

Languages

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

Freshservice pricing

Starting Price:

US$19.00/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 US$19.00/month.

About the vendor

  • Freshworks
  • Located in San Mateo, US
  • Founded in 2011
  • Phone Support
  • 24/7 (Live rep)
  • Chat

Countries available

Australia, Austria, Belgium, Brazil, Canada and 39 others

Languages

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

Freshservice videos and images

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Features of Freshservice

  • Access Controls/Permissions
  • Activity Dashboard
  • Activity Tracking
  • Alerts / Escalation
  • Alerts/Notifications
  • Asset Lifecycle Management
  • Asset Tracking
  • Assignment Management
  • Audit Management
  • Audit Trail
  • Backup and Recovery
  • Barcoding/RFID
  • CMDB
  • Cataloguing/Categorisation
  • Change Management
  • 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
  • Customisable Reports
  • Customisable Templates
  • Dashboard
  • Device Auto Discovery
  • Disaster Recovery
  • Document Management
  • Drag & Drop
  • Electronic Signature
  • Email Management
  • Feedback Management
  • For IT Project Management
  • Help Desk Management
  • IT Asset Management
  • Incident Management
  • Incident Reporting
  • Inventory Management
  • Investigation Management
  • Issue Auditing
  • Issue Management
  • Issue Tracking
  • Knowledge Management
  • License Management
  • Live Chat
  • Location Tracking
  • Maintenance Management
  • Maintenance Scheduling
  • Mobile Access
  • Multi-Channel Communication
  • Multi-Language
  • Performance Metrics
  • Prioritisation
  • Problem Management
  • Real Time Monitoring
  • Relationship Mapping
  • Release Management
  • Remote Monitoring & Management
  • Reporting & Statistics
  • Reporting/Analytics
  • Resource Management
  • Routing
  • Search/Filter
  • Self Service Portal
  • Service Catalogue
  • Service Level Agreement (SLA) Management
  • Status Tracking
  • Supplier Management
  • 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
4.6
Customer Service
4.6
Features
4.3
Value for Money
4.5

Reviews by company size (employees)

  • <50
  • 51-200
  • 201-1,000
  • >1,001
Erick V.
Erick V.
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 last year

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 H.
Sarah H.
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 last week New

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
Head of Application Services (System Administrator & Controlling Function) in Switzerland
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 5 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.

Renan S.
TSM in Brazil
Information Technology & Services, 201-500 Employees
Used the Software for: 1+ year
Reviewer Source

Alternatives Considered:

A review about fresh service

4 last month New

Comments: A solid product with excellent qualities that can help transform how teams work

Pros:

Good tool for team collaboration. It is possible to configure workflows for each of them, projects, queues, etc. It is possible to greatly customize the fields and apply them to workflows, meeting specific needs.

Cons:

Graphing is a bit confusing, and you need to buy higher planes to use the best tools.

Tom L.
IT Support & Operations Manager in US
Education Management, 1,001-5,000 Employees
Used the Software for: 2+ years
Reviewer Source

Alternatives Considered:

Freshservice Review

5 last year

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'.