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Top Rated
131 Ratings

Freshservice

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Top Rated
131 Ratings
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Score 8.7 out of 100
24 Ratings
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Score 7.3 out of 100

Feature Set Ratings

    Incident and problem management

    7.9

    Freshservice

    79%

    Brand Embassy, now part of NICE inContact CXone

    Feature Set Not Supported
    N/A
    Freshservice ranks higher in 7/7 features

    Organize and prioritize service tickets

    8.9
    89%
    68 Ratings
    N/A
    0 Ratings

    Expert directory

    6.4
    64%
    49 Ratings
    N/A
    0 Ratings

    Service restoration

    6.8
    68%
    41 Ratings
    N/A
    0 Ratings

    Self-service tools

    8.3
    83%
    64 Ratings
    N/A
    0 Ratings

    Subscription-based notifications

    8.3
    83%
    51 Ratings
    N/A
    0 Ratings

    ITSM collaboration and documentation

    8.2
    82%
    58 Ratings
    N/A
    0 Ratings

    ITSM reports and dashboards

    8.1
    81%
    56 Ratings
    N/A
    0 Ratings

    ITSM asset management

    7.7

    Freshservice

    77%

    Brand Embassy, now part of NICE inContact CXone

    Feature Set Not Supported
    N/A
    Freshservice ranks higher in 3/3 features

    Configuration mangement

    8.2
    82%
    52 Ratings
    N/A
    0 Ratings

    Asset management dashboard

    7.5
    75%
    53 Ratings
    N/A
    0 Ratings

    Policy and contract enforcement

    7.5
    75%
    39 Ratings
    N/A
    0 Ratings

    Change management

    7.8

    Freshservice

    78%

    Brand Embassy, now part of NICE inContact CXone

    Feature Set Not Supported
    N/A
    Freshservice ranks higher in 3/3 features

    Change requests repository

    7.9
    79%
    51 Ratings
    N/A
    0 Ratings

    Change calendar

    7.3
    73%
    43 Ratings
    N/A
    0 Ratings

    Service-level management

    8.2
    82%
    50 Ratings
    N/A
    0 Ratings

    Attribute Ratings

    • Freshservice is rated higher in 4 areas: Likelihood to Recommend, Likelihood to Renew, Usability, Support Rating

    Likelihood to Recommend

    9.0

    Freshservice

    90%
    69 Ratings
    2.1

    Brand Embassy, now part of NICE inContact CXone

    21%
    12 Ratings

    Likelihood to Renew

    9.1

    Freshservice

    91%
    2 Ratings
    7.7

    Brand Embassy, now part of NICE inContact CXone

    77%
    5 Ratings

    Usability

    9.0

    Freshservice

    90%
    6 Ratings
    1.0

    Brand Embassy, now part of NICE inContact CXone

    10%
    1 Rating

    Availability

    Freshservice

    N/A
    0 Ratings
    8.2

    Brand Embassy, now part of NICE inContact CXone

    82%
    2 Ratings

    Support Rating

    8.2

    Freshservice

    82%
    38 Ratings
    3.0

    Brand Embassy, now part of NICE inContact CXone

    30%
    7 Ratings

    Implementation Rating

    8.9

    Freshservice

    89%
    2 Ratings

    Brand Embassy, now part of NICE inContact CXone

    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

    NICE Systems

    Though the strengths I listed in the prior question are really hopeful, the negatives outweigh the positives so much that at this time I could not in good conscience recommend this product. I really hope those issues improve - if they do, this would be a really strong tool for a customer service-based company like ours. Particularly one with so many people working remotely. For now, I'm honestly thankful I was able to take a different position here in which I never plan to touch NICE again.
    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

    NICE Systems

    • Easy to understand and use interface with detailed perks for responding, evaluating and tracking user feedback.
    • Excellent and easy to generate reports with lots of relevant data for day-to-day operations.
    • Agent performance and team management.
    • Easily measurable KPIs thanks to detailed reporting.
    • Use of tags and sentiment help make analysis of customer behavior easier.
    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

    NICE Systems

    • In terms of reports that we get from Brand Embassy, it would be great to have information about the number of cases, or conversations that we have with our customers. At the moment, we have just info about number of interactions and the total workload.
    • There are options to tag every conversation, in order to track why our customers contact us. Their tag menu is a bit too small, it would be great if it was larger.
    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

    Brand Embassy, now part of NICE inContact CXone

    Starting Price

    $39 per month

    Editions & Modules

    Brand Embassy, now part of NICE inContact CXone 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

      NICE Systems

      I still use the platform: - its use is customer friendly - improves and speed up customer care on SM - improves speed and quality of internal processes/communication - monitor/measure all valuable metrics
      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.
      Read full review

      NICE Systems

      Please see all other details from previous answers in this survey.
      Read full review

      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

      NICE Systems

      It is difficult to describe just how awesome the support guys and gals at Brand Embassy are. Ever-present and eager to help, with kind and helpful attitude and you can really feel they are doing this to help you make results
      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.
      Read full review

      NICE Systems

      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

      NICE Systems

      Generally I don't see huge differences between social CRM tools - it's mainly in the details of how well it's implemented and connected to your channels. For example other tools cannot easily process non-standard channels like custom made forums or have a e-mail based ticketing for private follow ups. Brand Embassy shines in this area.
      Read full review

      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

      NICE Systems

      • The first year when we started to focus on social care, we received 736 mentions. 4 years later we are dealing with 725, 942 mentions per year without the necessity to hire more people into our social care team. The seven of them are still able to respond to our customers very quickly and with high quality. And we believe that Brand Embassy is the key to our success in social care. Thanks to this tool we can simply manage such a big amount of mentions and questions.
      Read full review

      Screenshots

      Add comparison