Freshservice

Freshservice

221 Reviews and Ratings

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Overview
Product	Rating	Most Used By	Product Summary	Starting Price
Freshservice	Score 8.7 out of 10	N/A	Freshservice is a cloud-based service desk and IT service management (ITSM) solution that currently serves more than 10,000 SMB, mid-market, and enterprise customers worldwide.	$19 Per Month Per User

Pricing

Freshservice

Editions & Modules

Starter: $19.00
Per Month Per User
Growth: $49.00
Per Month Per User
Pro: $95.00
Per Month Per User
Enterprise: $119

Offerings

Pricing Offerings
Freshservice
Free Trial
Yes
Free/Freemium Version
No
Premium Consulting/Integration Services
Yes

Entry-level Setup Fee

No setup fee

Additional Details

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More Pricing Information

Community Pulse
	Freshservice
Considered Both Products	Freshservice Verified User Manager Chose Freshservice We have large organization that's why we have use Freshservice company ticketing tool for receive consolidate email tickets in one place. Incentivized Helpful? Verified User Manager Chose Freshservice It is always better than Remedy tool and also cheaper Incentivized Helpful? Verified User Director Chose Freshservice did not test other products Incentivized Helpful? Verified User Engineer Chose Freshservice Compared to similar products I've used, Freshservice beats the competition in support, ease of setup and use, and UI. I found the other products complicated the process for setting up workflows, lacked competent support, and were just plain ugly to look at. Incentivized Helpful? AB Amin Butt Network Manager Chose Freshservice It’s the several features in one platform. Incentivized Helpful? Verified User Team Lead Chose Freshservice we are using both products both has different purposes... Incentivized Helpful? Verified User Executive Chose Freshservice We campared other couple of tools while selecting Freshservice but as per cost and features this is the best software. Incentivized Helpful? Verified User Analyst Chose Freshservice N/A Incentivized Helpful? Verified User Consultant Chose Freshservice Much easier to configure and maintain. Also, more comprehensive functionality. Incentivized Helpful? Eric Roeland Service Manager Chose Freshservice Price and easy setup Incentivized Helpful? PJ Prateek Jain Information Technology Manager Chose Freshservice 1. Cost - I have always had the best cost provided by Freshservice as compared to others 2. Functionality - far more functionality is provided by Freshservice 3. ITIL enabled ITSM tool with better support for different ITIL modules Incentivized Helpful? LM Luca Marotti Group Service Desk Manager Chose Freshservice Let's say that all these products today are designed for all-round IT service management. I don't think it's correct to talk about other products and make a comparison with Fresh Service, I don't find it correct but what I can say is that I think Fresh Service is very valid … Incentivized Helpful? RK Robert Kulp IT Support Supervisor Chose Freshservice We moved from a legacy version of Trackit and there really is no comparison. Freshservice is head & shoulders above Trackit. When we decided to switch from Trackit, we initially decided on Zendesk, but ran into some issues with their contract team. They were difficult to work … Incentivized Helpful? Verified User Administrator Chose Freshservice I've used monday.com for ticketing, but Freshservice is made for it and the asset management feature adds value. NinjaOne's ticketing is not built out so we only use it for its RMM features. Atera has a nice ticketing platform and looks similar to Freshservice but they do not … Incentivized Helpful? Verified User Team Lead Chose Freshservice Better pricing per features and much more customization Incentivized Helpful? Andy Wong Wing Cho Senior IT Manager Chose Freshservice Easier to implement as compared to other ITSM tool like Summit Symphony ITSM. Freshservice to be the perfect amount of customisable in the Admin portal and we can use it out-of-the-box without needing any coding knowledge to build anything, but we have used the settings to … Incentivized Helpful? Verified User Manager Chose Freshservice We are using SNOW at our parent company level but we find it quite complex in comparison to Freshservice and we do not have admin access to it in the same way we do to Freshdesk. Overall I prefer Freshservice but for larger corporations with large teams supporting the product I … Incentivized Helpful? AB Andrew Barber Service Desk Manager Chose Freshservice As we moved to an ITIL framework this just made sense to transfer across as migration was very simple and completed on our behalf. Also alot of the customisation we had came across which really helped. Incentivized Helpful? Mark Walls Systems Administrator Chose Freshservice n/a Incentivized Helpful? Verified User General Manager Chose Freshservice Fresh Services was a turn key product that I did not have to take months to configure. We are a small organization and did not have the man power to undertake a product that would become a major project to get off the ground. Incentivized Helpful? Verified User Consultant Chose Freshservice More clear environment. Further upscaling in Freshservice is a lot easier then in other products. For example we had a lot of trouble to get the ticketing module in Odoo to a level that's as easy as Freshservice because of inherent limitations when our business exploded from … Incentivized Helpful? Verified User Professional Chose Freshservice Freshservice was much faster to get up and going compared to Jira. And the user interface was intuitive and required little time to familiarize and start evaluating. Freshservice also offered competitive pricing for non-for-profit industry that we are in (Education) Incentivized Helpful? Verified User Administrator Chose Freshservice I have selected to go with Freshservice since it seemed easy to configure and maintain. Incentivized Helpful? KS Kuber Singh Service Delivery Manager Chose Freshservice Automation, user friendly admin module, quick support and lucid knowledge base Incentivized Helpful?

Features

Freshservice

Incident and problem management

Comparison of Incident and problem management features of Product A and Product B
	Freshservice 8.2 112 Ratings 1% above category average
Organize and prioritize service tickets	9.0112 Ratings
Expert directory	7.678 Ratings
Service restoration	7.063 Ratings
Self-service tools	8.4102 Ratings
Subscription-based notifications	8.581 Ratings
ITSM collaboration and documentation	8.793 Ratings
ITSM reports and dashboards	8.397 Ratings

ITSM asset management

Comparison of ITSM asset management features of Product A and Product B
	Freshservice 7.7 90 Ratings 6% below category average
Configuration mangement	8.483 Ratings
Asset management dashboard	7.988 Ratings
Policy and contract enforcement	6.762 Ratings

Change management

Comparison of Change management features of Product A and Product B
	Freshservice 8.2 84 Ratings 2% below category average
Change requests repository	8.478 Ratings
Change calendar	7.964 Ratings
Service-level management	8.278 Ratings

Best Alternatives
	Freshservice
Small Businesses	Agiloft Flexible Service Desk Suite Score 9.0 out of 10
Medium-sized Companies	Agiloft Flexible Service Desk Suite Score 9.0 out of 10
Enterprises	Ivanti Neurons for ITSM Score 9.1 out of 10
All Alternatives	View all alternatives

User Ratings
	Freshservice
Likelihood to Recommend	9.0 (113 ratings)
Likelihood to Renew	9.1 (2 ratings)
Usability	9.1 (6 ratings)
Support Rating	8.4 (77 ratings)
Implementation Rating	9.1 (2 ratings)
Ease of integration	7.3 (1 ratings)

User Testimonials
	Freshservice
Likelihood to Recommend	Freshworks Inc Freshservice is a complete ITSM solution. I have used some others over the years and moved away from them to Freshservice. I have implemented Freshservice in 2 new roles over the years, and everyone has loved it. The functionality that it incorporates, enabling IT teams to become ITIL compliant is truly useful. Compared to 5 other ITSM tools that I have used over the last 10 years, Freshservice is far better. Incentivized PJ Prateek Jain Information Technology Manager Read full review
Pros	Freshworks Inc Workflow automation Knowledge base articles for users and agents easy to add categories & sub category and make them compulsory so that ticket cannot be closed without filling the information it works with email address very simple to create different department and queues Incentivized Verified User Anonymous Read full review
Cons	Freshworks Inc Change Management - Current system is geared towards full software or system change management. It would be great to have a simple Yes/No approval without having to utilize their workflow tools. Data selection filters - Overall, their data filters are very good, but it would be useful to have "Last Week" and "Last Month" in the date selectors. Incentivized RK Robert Kulp IT Support Supervisor Read full review
Likelihood to Renew	Freshworks Inc It's overall value in our organization is extremely high and it has become an essential part of our business. Verified User Anonymous Read full review
Usability	Freshworks Inc On the I.T. side, the time to ramp up and understand how FreshService operates only took a few hours. After that, it was off to the races with configuration and customization. From the start, with minimal assistance, our end users found FreshService to be incredibly intuitive. At launch, we expected most to submit tickets via email, however, our analytics has shown that end-users actually prefer the portal for managing their I.T. tickets. Incentivized Verified User Anonymous Read full review
Support Rating	Freshworks Inc I contacted support once and the person handling the request was very helpful. The staff is very competent. In my opinion communication could be improved as the level of spoken English is very high. I was unable to understand some words, in fact two people participated in the second meeting. Incentivized LM Luca Marotti Group Service Desk Manager Read full review
Implementation Rating	Freshworks Inc think of what you want to do with FreshService : a clean start or a migration. Migration can be done with csv files, it's easy to do but you need to test it first. Incentivized Rob Buurman Sr. System Engineer Read full review
Alternatives Considered	Freshworks Inc I've used monday.com for ticketing, but Freshservice is made for it and the asset management feature adds value. NinjaOne's ticketing is not built out so we only use it for its RMM features. Atera has a nice ticketing platform and looks similar to Freshservice but they do not have an onboarding feature and other integrations that Freshservice has Incentivized Verified User Anonymous Read full review
Return on Investment	Freshworks Inc Freshservice has allowed our organization to better track the amount of tickets that come in for a particular individual. This allows us to better support a user that is having multiple of the same issue over an extended period. The communication to the user has greatly increased due to the automated messages that Freshservice has built in. Incentivized Verified User Anonymous Read full review
ScreenShots	Freshservice Screenshots