What users are saying about
11 Ratings
11 Ratings
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Score 8.6 out of 101

Likelihood to Recommend

Freshservice

We are a small higher education institution. Freshservice is used by everyone, but naturally, most of the users are our students. Unlike some other systems, Freshservice allows our students to submit tickets via email from any valid email address. This is a huge help for part-time students who rarely use their institutional email. FreshService is also really good when it comes to customization. Of all the tools we evaluated, FreshService allowed us to do the closest to our initial vision. Other products forced us to conform to their systems.
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Feature Rating Comparison

Incident and problem management

Freshservice
8.7
Organize and prioritize service tickets
Freshservice
8.9
Expert directory
Freshservice
8.9
Service restoration
Freshservice
8.7
Self-service tools
Freshservice
9.5
Subscription-based notifications
Freshservice
8.9
ITSM collaboration and documentation
Freshservice
8.0
ITSM reports and dashboards
Freshservice
8.2

ITSM asset management

Freshservice
7.1
Configuration mangement
Freshservice
7.1
Asset management dashboard
Freshservice
7.1
Policy and contract enforcement
Freshservice
7.1

Change management

Freshservice
8.5
Change requests repository
Freshservice
8.2
Change calendar
Freshservice
8.7
Service-level management
Freshservice
8.5

Pros

Freshservice

  • We love the Service Catalog feature that allows us to create easy, standardized self-service processes for common requests.
  • Freshservice has always been reliable and communicative. If you ever need help or have a question, the support team is readily available.
  • Freshservice is at its heart a very solid ticketing platform. It is easy to use both for users and agents.
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Cons

Freshservice

  • Freshservice doesn't have as wide an integration library as Zendesk. But that gap really isn't so wide that it has hindered our use.
  • The asset tracking feature is neat, but as it is priced per asset, we chose to use something else instead.
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Usability

Freshservice

Freshservice 8.0
Based on 1 answer
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.
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Support

Freshservice

Freshservice 9.0
Based on 1 answer
I stick with FreshService because it has been easy to use. If it were not, then I would terminate the contract which is only annual. The few times I have needed assistance, the response has been quick. Most of the issues that I have needed assistance on have been resolved in the initial response. It is clear to me that Freshservice has a competent team on their support staff.
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Alternatives Considered

Freshservice

Freshservice offered a number of awesome features pre-baked into the product, where Zendesk is more flexible and has a wider library of integrations. For companies who don't need that deep flexibility, Freshservice is an excellent choice as a ticketing system. The service catalog, in particular, was a winning feature that sold us on Freshservice.
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Return on Investment

Freshservice

  • We have been able to streamline our support operations, keeping our teams lean and agile.
  • By consolidating all support functions into one system with Freshservice, it is far easier for different departments to collaborate on an issue.
  • Freshservice pricing has been consistent and fair.
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Pricing Details

Freshservice

General

Free Trial
Yes
Free/Freemium Version
Premium Consulting/Integration Services
Yes
Entry-level set up fee?
No
$19*

* per agent, per month

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