What users are saying about
<a href='https://www.trustradius.com/static/about-trustradius-scoring#question3' target='_blank' rel='nofollow noopener'>Customer Verified: Read more.</a>
Top Rated
132 Ratings
8 Ratings

Freshservice

<a href='https://www.trustradius.com/static/about-trustradius-scoring#question3' target='_blank' rel='nofollow noopener'>Customer Verified: Read more.</a>
Top Rated
132 Ratings
<a href='https://www.trustradius.com/static/about-trustradius-scoring' target='_blank' rel='nofollow noopener'>trScore algorithm: Learn more.</a>
Score 8.7 out of 100
8 Ratings
<a href='https://www.trustradius.com/static/about-trustradius-scoring' target='_blank' rel='nofollow noopener'>trScore algorithm: Learn more.</a>
Score 7 out of 100

Feature Set Ratings

  • Freshservice ranks higher in 3 feature sets: Incident and problem management, ITSM asset management, Change management

Incident and problem management

7.9

Freshservice

79%
4.4

Hornbill

44%
Freshservice ranks higher in 7/7 features

Organize and prioritize service tickets

8.9
89%
68 Ratings
6.0
60%
3 Ratings

Expert directory

6.4
64%
49 Ratings
3.0
30%
3 Ratings

Service restoration

6.8
68%
41 Ratings
4.0
40%
3 Ratings

Self-service tools

8.3
83%
64 Ratings
5.0
50%
3 Ratings

Subscription-based notifications

8.3
83%
51 Ratings
4.9
49%
3 Ratings

ITSM collaboration and documentation

8.2
82%
58 Ratings
5.0
50%
3 Ratings

ITSM reports and dashboards

8.1
81%
56 Ratings
3.0
30%
3 Ratings

ITSM asset management

7.7

Freshservice

77%
2.4

Hornbill

24%
Freshservice ranks higher in 3/3 features

Configuration mangement

8.2
82%
52 Ratings
3.9
39%
3 Ratings

Asset management dashboard

7.5
75%
53 Ratings
2.2
22%
2 Ratings

Policy and contract enforcement

7.5
75%
39 Ratings
1.0
10%
1 Rating

Change management

7.8

Freshservice

78%
5.6

Hornbill

56%
Freshservice ranks higher in 3/3 features

Change requests repository

7.9
79%
51 Ratings
5.9
59%
3 Ratings

Change calendar

7.3
73%
43 Ratings
4.0
40%
3 Ratings

Service-level management

8.2
82%
50 Ratings
6.9
69%
3 Ratings

Attribute Ratings

  • Freshservice is rated higher in 1 area: Likelihood to Recommend

Likelihood to Recommend

9.0

Freshservice

90%
69 Ratings
4.1

Hornbill

41%
3 Ratings

Likelihood to Renew

9.1

Freshservice

91%
2 Ratings

Hornbill

N/A
0 Ratings

Usability

9.0

Freshservice

90%
6 Ratings

Hornbill

N/A
0 Ratings

Support Rating

8.2

Freshservice

82%
38 Ratings

Hornbill

N/A
0 Ratings

Implementation Rating

8.9

Freshservice

89%
2 Ratings

Hornbill

N/A
0 Ratings

Likelihood to Recommend

Freshworks Inc

Ticket management is so well put together! It's easy to create, work and wrap up tickets in an efficient manner. Inventory management is helpful and provides us info that we need on the fly to help our customers better. Issue management other than IT, we rolled Freshservice out to several departments where the workflows and structure were well suited to handle their issues easily and efficiently. I struggle to think of a scenario where it is less appropriate, unless it's where the users just won't use it!
Read full review

Hornbill

The concept of the solution is a good one and in theory, Hornbill Supportworks ITSM is good for incoming inquiries/tickets management. The inquiries can be automatically captured by a user submitting a request, and an email notification is sent to both the Helpdesk team and the customer. The inquiries are then tracked, alerting the team when the SLA is about to be/has been breached. Once the inquiry has been resolved, it notifies all relevant parties, as well as time-stamps the action.
Read full review

Pros

Freshworks Inc

  • Helpdesk Ticketing system for escalation and distributing among technicians.
  • Service requests for ordering processes and employee onboarding and termination.
  • Project Management is a useful tool for our IT department to track internal projects.
  • The reporting is very helpful reporting various metrics to leadership.
Read full review

Hornbill

  • Manages a large amount of data without slowdown or issues.
  • Reliable platform for incident and problem management.
  • API usage for linking to other systems is basic but useable.
Read full review

Cons

Freshworks Inc

  • Once a ticket is resolved and closed if a user responds back it is automatically opened back up. The toggle button for this feature is all or nothing.
  • When the client is installed on the user end not having the software assign an automatic asset tag number. Maybe leaving that field blank or creating a feature where you can turn this on or off.
  • I really can think of any, I really have no complaints about the software
Read full review

Hornbill

  • The interface is quite hard work, not very visually friendly
  • It all just feels a bit old fashioned and needs a reboot
  • This may be an internal process, but not everyone has access, so quite frequently I have to pick requests up and then take them out of the Supportworks system.
Read full review

Pricing Details

Freshservice

Starting Price

$19 Per Month Per User

Editions & Modules

Freshservice editions and modules pricing
EditionModules
Starter$19.001
Growth$49.002
Pro$89.003
Enterprise$1094

Footnotes

  1. Per Month Per User
  2. Per Month Per User
  3. Per Month Per User
  4. none

Offerings

Free Trial
Free/Freemium Version
Premium Consulting/Integration Services

Entry-level set up fee?

No setup fee

Additional Details

Pricing

Hornbill

Starting Price

Editions & Modules

Hornbill editions and modules pricing
EditionModules

Footnotes

    Offerings

    Free Trial
    Free/Freemium Version
    Premium Consulting/Integration Services

    Entry-level set up fee?

    No setup fee

    Additional Details

    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.
    Read full review

    Hornbill

    No answers on this topic

    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.
    Read full review

    Hornbill

    No answers on this topic

    Support Rating

    Freshworks Inc

    In general, the support was provided in a timely matter. But if you need a better support - there are more expensive plans available with premium support. As for the support we requested - any bugs were fixed quickly. The things nice to have were addressed slowly or never - but this is because of our plan))
    Read full review

    Hornbill

    No answers on this topic

    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.
    Read full review

    Hornbill

    No answers on this topic

    Alternatives Considered

    Freshworks Inc

    SolarWinds Service Desk helpdesk ticketing system it not as easy to use. The integration is not as good as Freshservice. Solarwinds helpdesk tickets does not show related issues as well to help resolve issues. It does not have contract tracking to assist with license expiration. Asset tracking falls short within Solarwinds. As well as automated process and integration with Azure and Domain services.
    Read full review

    Hornbill

    No answers on this topic

    Return on Investment

    Freshworks Inc

    • We were able to secure more budget for additional resources by using ticket entry reports to justify the expense.
    • We were able to manage our resources better and increase our coverage where it was most important without having to increase spending.
    • We prevented many lost in the clutter problems by having a consistent portal to open tickets with recorded timing and responses.
    Read full review

    Hornbill

    • The system 'does what it says on the tin' - it captures and helps manage incoming inquiries - so the positive impact is there.
    • However, this is not done in the most intuitive or user-friendly manner. This causes frustration at times.
    • Overall, a single centralized system for managing customer inquiries and requests is paramount for any mid-size business, particularly if this business is service-based
    Read full review

    Screenshots

    Add comparison