What is Freshservice?
Pros from reviewers
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Easy to Use: Freshservice has a clean and easy-to-understand layout, making it user-friendly for both IT staff and end users
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Gamification Feature: The software includes a fun 'gamify' system that allows IT staff to compete for rewards, enhancing motivation and productivity
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Customizable and User-Friendly: Freshservice allows for customization of the portal and provides a Knowledge Base for both Users and Agents, enhancing the user experience
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Cost-Effective: Compared to other similar service desks, Freshservice offers more features at a lower cost, making it a cost-effective solution for businesses.
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SLA Monitoring and Service Catalog: Freshservice offers SLA monitoring for KPI requirements and a service catalog for end users to 'order' items, streamlining the workflow approval process
Cons from reviewers
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Limited reporting capabilities: Freshservice's reporting capabilities have been described as poor and not customizable enough to meet specific needs. Users have reported instances where they needed support on reports from Freshservice, but found that the reports they needed weren't possible.
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Limited customization capabilities: Freshservice's customization options, particularly for the HR/IT onboarding requests and web portal, are somewhat limited and may require web design skills or additional effort to tailor the system to specific needs.
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Inconsistent customer support: Several users have reported inconsistent and unsatisfactory customer support from Freshservice. Issues range from slow response times, incorrect resolutions, and lack of understanding of the product, to unprofessional behavior and lack of accountability.
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Integration difficulties: Freshservice has been reported to lack necessary integration capabilities as organizations expand and develop more systems. This lack of integration can make it challenging to maintain Freshservice within an IT ecosystem.
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Bugs and technical issues: Users have reported numerous bugs and technical issues in unexpected modules of Freshservice. These issues, coupled with poor support in addressing them, have led to frustration and dissatisfaction among users.
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Main features
Starting Price
Free Plan
Advanced reporting & analysis
IT Asset Management
Gamification
ITSM software
Service desk IT
Starting Price
$15
/ user / month
Free Plan
No
Advanced reporting & analysis
IT Asset Management
Gamification
ITSM software
Service desk IT
90% off the Pro plan for 1 year on Freshservice
Get 90% off the Pro plan for 1 year on Freshservice and up to $100,000 savings with Secret.
How Freshservice compare to similar software?
Product
Price
$15
/ user / month
Free plan
No
Main features
Pros
Cons
Alternatives
Deal
90% off the Pro plan for 1 year on Freshservice
Save up to $100,000
Freshservice offers a more affordable and user-friendly ticket management system that is particularly suitable for small to medium-sized organizations. It provides basic ticket management capabilities that allow IT teams to efficiently handle and resolve customer requests and incidents. In terms of reprts, the platform focuses on simplicity making it easy to access the needed data, with predefined reports and dashboards. Moreover, the powerful API that Freshservice offers, enables creation of customized integrations despite the fact it offers integration options with popular aplications like Slack, Teams, Google Calendar, etc. Such integrations are offered through a separate tab within the platform. Finally, the pricing model offered is pretty straightforwad and includes core ITSM capabilities. You have the option of trialing the platform for free, before you decide to commit to longer term.
ServiceNow, on the other hand, offers a comprehensive system for managing tickets that...
Freshservice
Intelligent, flexible and intuitive ITSM software
90% off the Pro plan for 1 year on Freshservice
Save up to $100,000
ServiceNow
All-in-one enterprise service management software
Freshservice and Jira are two service desk tools that businesses can use to handle requests, resolve incidents, and track tickets.
Freshservice stands out because it offers channels of communication such as chat, voice calls, email, and an online portal. This allows for communication-related to incidents. It also. Routes communications based on the seriousness of the problem and keep a record of all incidents for reference. Additionally, Freshservice uses AI technology to identify trends and underlying issues by automatically connecting incidents with patterns and problems for further investigation. Freshservice offers a set of asset management tools built on top of an integrated Configuration Management Database (CMDB). It facilitates the creation of a source CMDB for hardware, software, and SaaS assets by utilizing real-time connectors with discovery solutions, identity providers, and endpoint management tools. With its platform, Freshservice allows management of the entire...
Freshservice
Intelligent, flexible and intuitive ITSM software
90% off the Pro plan for 1 year on Freshservice
Save up to $100,000
Jira
Streamline your workflow and unleash your productivity
Freshservice is a cloud-based ITSM tool suitable for small to large enterprises, offering a user-friendly interface and comprehensive functions like IT asset management, incident resolution, workflow automation, and a knowledge base. It excels in responding to tickets faster with canned responses and providing a basic ticket dashboard view for sorting and filtering tickets. Freshservice offers a free plan for up to 10 agents and pricing starting from $19 per agent per month, with a 21-day free trial. Freshdesk provides unique interfaces for each communication channel, including chat, phone, and ticketing. As a result, agents encounter a fragmented experience, constantly switching between various applications, tabs, and systems in order to locate the necessary information or context required to assist customers.
On the other hand, Zendesk provides diverse filtering for ticket dashboard views and offers advanced self-service capabilities through options like Guide Lite, with workflow...
Freshservice
Intelligent, flexible and intuitive ITSM software
90% off the Pro plan for 1 year on Freshservice
Save up to $100,000
Zendesk
Create a customer success support suite that is accessible and available to your customers at all times.
Who is Freshservice best for according to our reviewers?
Remote Workers: Freshservice is suitable for remote workers, offering a user-friendly interface and an app for mobile devices. It allows users to request hardware and software as if they were shopping online
IT Managers: Freshservice simplifies the role of IT managers by providing tools to review team performance, make announcements, and identify trends. It also offers customizable forms and workflows to streamline processes
Large Organizations: Freshservice may not be ideal for large organizations that require extensive integration capabilities. As organizations expand and develop more systems, Freshservice's lack of necessary integration capabilities may become a limitation.
IT Support Teams: Freshservice is a valuable tool for IT support teams, offering a ticketing system, asset discovery and tracking, and a Knowledge Base. However, customization of the portal can be challenging
Small IT Teams: Freshservice is ideal for small IT teams, providing a clean layout and easy-to-understand interface. It offers features like SLA monitoring, a service and item catalog, and integration with chat and phone
90% off the Pro plan for 1 year on Freshservice
Get 90% off the Pro plan for 1 year on Freshservice and up to $100,000 savings with Secret.
Freshservice Reviews
4.0
Freshservice rating
4.5
Ease of use
4.5
Customer service
4.4
Value for money
4.3
Likelihood to recommend
4.3
Features
29 Freshservice Reviews
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Cordelia S
Exceeding Expectations: My Rewarding Experience with FreshWorks CRM
My experience with FreshWorks CRM has been incredibly enlightening and rewarding. Initially, I was attracted by their promises of effortless recurring ticket creation and seamless integration with FreshDesk. Once the sales transaction was completed, it became clear that these were not just promises, but realities. When I encountered issues and reached out for help, I was met with a comprehensive and highly efficient support system. Even better, when I pointed out areas for improvement and suggested changes, I was met with open ears and a proactive response. My emails and calls were promptly attended to, and it was evident they were genuinely interested in addressing my concerns and improving the situation. This level of customer service and accountability is absolutely commendable. It's heartening to see a company that initially seemed reliable exceed their promises and take responsibility for their continuous improvement. My experience with FreshWorks CRM has been a dream, and I strongly encourage others to consider engaging with them.
October 20, 2024
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Emma Johnson
Freshservice: A Comprehensive ITIL-Aligned Service Management Solution
As an IT consultant, I recommend Freshservice to my clients for its comprehensive ITIL-aligned service management features. Its problem management and change management modules are particularly impressive
October 12, 2024
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Charles C
Initial Support Challenges, But Greatly Improved Now!
My main issue with Freshservice was with their Support. I felt I knew more about the system than they did, which was frustrating. It often took several conversations before they escalated the issue or found someone who understood my needs. However, their support has significantly improved in the last six months.
October 7, 2024
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Ashley M
Freshservice - Innovative Approach, Streamlined System
My interaction with the account team and the migration to the full service was seamless. I was highly impressed with Freshservice's offerings, which surpassed my expectations. Its ease of deployment and customization gives it a significant edge over other market offerings. I have no real complaints about Freshservice. I switched to Freshservice because I needed a more robust tool that provides comprehensive ITIL functionality.
September 28, 2024
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Barrett S
Huge Potential, Yet Glitchy with Terrible Support.
I have been using Freshservice for the past 2 years. Despite its many options and integrations, it is one of the most problematic tools I have ever used. We have encountered numerous issues with the product, such as non-functioning integrations or tickets not being created during the onboarding workflow. Dealing with Freshservice's support has been another challenge. We have submitted several tickets regarding these issues, but the responses have been unsatisfactory, often suggesting we 'test it again', stating they 'cannot find anything in the logs', or admitting 'there is nothing we can do'. For an enterprise ITSM solution, I find these responses unacceptable. While I believe the tool has potential, the numerous bugs and poor level of support are making us consider switching to a different platform.
September 24, 2024
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Raymond Davis
Enhanced Team Productivity: Freshservice's Collaborative Features
As a team leader, the collaborative features of Freshservice have enhanced our team's productivity. The ability to assign tasks and track progress in real time is commendable
September 14, 2024
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Paul A
Freshservice: A Superior Tool for Customer Service Excellence
I primarily use Freshservice as my IT support ticketing system. The setup process was manageable and the customer service has been excellent. I wish there was more customization in the HR/IT onboarding requests, but I've already laid a lot of groundwork. I previously invested in Asset Management but have since moved away from it. The quality of the knowledge base depends on the effort you put into content updates and documentation. It's very user-friendly for both IT managers and regular employees. Depending on your membership plan, you can access a variety of optional add-ons for your control panel. It's extremely flexible, though some limitations can be frustrating. In comparison to its offerings, Freshservice's price is a bit steep, and the support team has occasionally experienced technical issues that have slowed their response times. I switched to Freshservice because the response time from support is good and the quality is decent. There are many options, both free and paid, to improve one's standard of living. Overall, I use it regularly.
September 8, 2024
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Kenneth E
Freshservice: Empowering Informed Decision-Making with Robust Reporting and Analytics
As an operations manager, I find the reporting and analytics features of Freshservice invaluable. It provides insightful data that helps us make informed decisions
August 31, 2024
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Marie W
Deploying and Operating with FreshService
I have utilized FreshService in several workplaces and have always found it enjoyable. This was the first instance where I was in charge of selecting a ticketing system for a company. We opted for FreshService due to several factors: the availability of a trial based on the payment level we were comfortable with, the option to customize it during the trial to see if it met our requirements, the extremely supportive and responsive customer service, and its user-friendliness for all levels of tech comfort. Our team of agents is very satisfied with the switch and I am thrilled about the positive changes it is bringing to our teams. I recommended FreshService over other products because of the value of the features and the ease of setup. I had most of the setup completed during the trial period before presenting it to my department head. The transition from our old, outdated system to FreshService was seamless for our end users. The product's customizability with minimal knowledge makes it easy to manage and make changes. After reviewing many other options, FreshService stood out as the best choice.
August 27, 2024
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Justin Williams
Freshservice: Improving IT Service Management for Business Owners
As a business owner, Freshservice has been instrumental in improving our IT service management. The software's scalability allows it to grow with our business needs
August 18, 2024
