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Top Rated
77 Ratings

Freshservice

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Top Rated
77 Ratings
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Score 8.7 out of 100
12 Ratings
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Score 8.7 out of 100

Likelihood to Recommend

Freshservice

If you cannot measure your current self then you cannot expect to improve. This was told to me by our call center manager a while ago about the importance of knowing exactly what you currently are capable of in order to better know what will be expected in the future. With this I looked at our old system which was clunky, slow, and universally hated, then tried to do better, that better option was Freshservice, which can be accessed from anywhere, fast, online, and easy to understand. With practically no training the techs were able to just pick it up and go. This was a big help in getting them to start actually using the system.
Sean Muller | TrustRadius Reviewer

Microsoft Dynamics 365 Customer Service

The deployment of this software was a lot of pleasure for us as we were able to bring all our customers to one spot. The customer's requirements are considerably easier to satisfy in this way. As Microsoft Dynamic 365 for customer service, we are able to keep our customers in our firm in a long-term position. I highly suggest you use this service in all sorts of organizations as it is a very complete system with everything necessary for a high-grade customer care experience. The software gives several pricing packages that are appropriate for varied usage demands.
Anonymous | TrustRadius Reviewer

Feature Rating Comparison

Incident and problem management

Freshservice
9.0
Microsoft Dynamics 365 Customer Service
8.8
Organize and prioritize service tickets
Freshservice
9.6
Microsoft Dynamics 365 Customer Service
8.5
Expert directory
Freshservice
8.3
Microsoft Dynamics 365 Customer Service
8.0
Service restoration
Freshservice
9.8
Microsoft Dynamics 365 Customer Service
Self-service tools
Freshservice
9.1
Microsoft Dynamics 365 Customer Service
Subscription-based notifications
Freshservice
9.2
Microsoft Dynamics 365 Customer Service
9.5
ITSM collaboration and documentation
Freshservice
8.7
Microsoft Dynamics 365 Customer Service
8.5
ITSM reports and dashboards
Freshservice
8.4
Microsoft Dynamics 365 Customer Service
Ticket creation and submission
Freshservice
Microsoft Dynamics 365 Customer Service
9.0
Ticket response
Freshservice
Microsoft Dynamics 365 Customer Service
9.5

ITSM asset management

Freshservice
8.5
Microsoft Dynamics 365 Customer Service
Configuration mangement
Freshservice
9.0
Microsoft Dynamics 365 Customer Service
Asset management dashboard
Freshservice
8.4
Microsoft Dynamics 365 Customer Service
Policy and contract enforcement
Freshservice
8.3
Microsoft Dynamics 365 Customer Service

Change management

Freshservice
8.9
Microsoft Dynamics 365 Customer Service
Change requests repository
Freshservice
8.8
Microsoft Dynamics 365 Customer Service
Change calendar
Freshservice
8.7
Microsoft Dynamics 365 Customer Service
Service-level management
Freshservice
9.2
Microsoft Dynamics 365 Customer Service

Self Help Community

Freshservice
Microsoft Dynamics 365 Customer Service
8.8
External knowledge base
Freshservice
Microsoft Dynamics 365 Customer Service
8.5
Internal knowledge base
Freshservice
Microsoft Dynamics 365 Customer Service
9.0

Multi-Channel Help

Freshservice
Microsoft Dynamics 365 Customer Service
8.8
Customer portal
Freshservice
Microsoft Dynamics 365 Customer Service
8.5
IVR
Freshservice
Microsoft Dynamics 365 Customer Service
8.0
Social integration
Freshservice
Microsoft Dynamics 365 Customer Service
9.0
Email support
Freshservice
Microsoft Dynamics 365 Customer Service
9.5
Help Desk CRM integration
Freshservice
Microsoft Dynamics 365 Customer Service
9.0

Pros

Freshservice

  • Customized customer portal and ticketing system - We have specific information we want our customers and team to access. Freshservice allows us to have all that exactly as we want.
  • Freshchat integration - Having the chat portal integrated on our customer portal has improved our ability to communicate and quickly resolve issues. We have the chat widget on our main customer portal through Freshservice and our Moodle LMS.
  • Asset tracking and integration - we have the ability to track our assets from anywhere now. It makes field service calls so much easier since we don't have to rely on a spreadsheet on our server. We can also connect service tickets to assets so our repairs and changes are more accurate.
  • Mobile App - having the mobile app boosts our ability in the field. We can tag assets from the app to make changes and updates. We can provide the same service on the road as we can in our offices.
John Cilla | TrustRadius Reviewer

Microsoft Dynamics 365 Customer Service

  • Live Chat support system
  • It is cloud hosted which makes it easy to store and share the data
  • It contains many powerful and useful features
vishal chaudhary | TrustRadius Reviewer

Cons

Freshservice

  • Maintenance of software assets : Freshservice reports the installed software, but if a device is retired, the software remains registered in the software assets. It would be better to have an option to clean it up.
  • Software assets are registered per software-release : there is no way to get an export of one software-asset at once, you have to export them per release. In case of programs like Firefox it's time consuming
Rob Buurman | TrustRadius Reviewer

Microsoft Dynamics 365 Customer Service

  • It occasionally crashes or slow down, but it usually works great.
  • Costly.
Anonymous | TrustRadius Reviewer

Likelihood to Renew

Freshservice

Freshservice 9.1
Based on 1 answer
It's overall value in our organization is extremely high and it has become an essential part of our business.
Anonymous | TrustRadius Reviewer

Microsoft Dynamics 365 Customer Service

No score
No answers yet
No answers on this topic

Usability

Freshservice

Freshservice 8.9
Based on 6 answers
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.
Anonymous | TrustRadius Reviewer

Microsoft Dynamics 365 Customer Service

No score
No answers yet
No answers on this topic

Support Rating

Freshservice

Freshservice 10.0
Based on 13 answers
The support team is highly professional and most of them I have spoken are so kind and helpful. I had booked a session for an hour to set up alerts using Workflow Automator, and in that time, the support guy helped me configure alerts, set up change management process groups, etc. Most of the other vendors will ask you to submit a separate ticket for each request.
Anonymous | TrustRadius Reviewer

Microsoft Dynamics 365 Customer Service

No score
No answers yet
No answers on this topic

Implementation Rating

Freshservice

Freshservice 8.2
Based on 1 answer
Use case and requirements have to be very specific. Each business is different so it's very important to be as clear as possible with your initial requirements when communicating with the on-boarding/implementation team.
Anonymous | TrustRadius Reviewer

Microsoft Dynamics 365 Customer Service

No score
No answers yet
No answers on this topic

Alternatives Considered

Freshservice

We picked Freshservice over the others for many reasons. The first would be the ease of implementation. Another is due to the nice interface the system has. We also like the way we can push out a small piece of software to pull in the asset information for asset management. Just all around better product.
Mark Kosier | TrustRadius Reviewer

Microsoft Dynamics 365 Customer Service

There are multiple products in the market that may be more powerful than this Microsoft dynamics 365, but our organisation used this product because it contains all the features required to complete our tasks. It contains features like issue management, email customer support, live website chat, reporting and analytics etc.
vishal chaudhary | TrustRadius Reviewer

Return on Investment

Freshservice

  • The service catalog has simplified and reduced inquiries about purchasing equipment, requesting forms, and identifying software that is available to campus. We estimate a 25% reduction in such inquiries
  • Canned responses and the ability to insert solutions allows our staff to spend more time supporting our users, rather than looking up answers and typing responses.
  • Using the CMDB to document infrastructure, business processes, and training material has allowed IT staff to get-up-to-speed and identify answers to questions more quickly. Additionally, the documentation is advantageous for other departments across campus so that we can show impact of business process changes.
Rick Murphy | TrustRadius Reviewer

Microsoft Dynamics 365 Customer Service

  • Creativity way.
  • Foster increase in revenue.
  • Improving decision-making.
  • Culture of good relationship/service.
Anonymous | TrustRadius Reviewer

Screenshots

Pricing Details

Freshservice

General

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

Freshservice Editions & Modules

Edition
Starter$19.001
Growth$49.001
Pro$89.001
  1. Per Month Per User
Additional Pricing Details

Microsoft Dynamics 365 Customer Service

General

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

Microsoft Dynamics 365 Customer Service Editions & Modules

Additional Pricing Details

Rating Summary

Likelihood to Recommend

Freshservice
9.4
Microsoft Dynamics 365 Customer Service
8.5

Likelihood to Renew

Freshservice
9.1
Microsoft Dynamics 365 Customer Service

Usability

Freshservice
8.9
Microsoft Dynamics 365 Customer Service

Support Rating

Freshservice
10.0
Microsoft Dynamics 365 Customer Service

Implementation Rating

Freshservice
8.2
Microsoft Dynamics 365 Customer Service

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