Freshservice

Score8.3 out of 10

333 Reviews and Ratings

What is Freshservice?

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.

Categories & Use Cases

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Screenshot of Android App Support

Organize and prioritize service tickets
Prioritize tickets to ensure most urgent are tackled first
Category average: 0
Self-service tools
Repository of information documenting common issues and known resolutions which can be accessed directly by users
Category average: 0
Subscription-based notifications
Users subscribe to notifications for ticket updates
Category average: 0

Policy and contract enforcement
Ensuring that requesters have eligibility before fullfullment
Category average: 0
Asset management dashboard
Dashboard showing organization's software portfolio
Category average: 0
Change calendar
Calendar showing change schedule to stakeholders
Category average: 0

#1 most frequent

Professional, Scientific, and Technical Services

18.2%

678 installations of 3,723

#2 most frequent

Manufacturing

12.0%

446 installations of 3,723

#3 most frequent

Information

9.5%

354 installations of 3,723

Bruce Magcamit

System Administrator in Information Technology at Peak Support LLC (1001-5000 employees employees)

Use Cases and Deployment Scope

We are using Freshservice as our primary ITSM tool. This helps us manage issues reported by our employees, provide our services, and manage problems and changes on our environment. Freshservice also helps us with Asset management.

Pros

Configuring settings in Freshservice is simple specially on integrating other tools.
It has complete modules for ITSM
The interface and reports are simple yet effective
Support experience is excellent

Cons

Automations need improvement such as being able to run scripts or codes based on an event
The search functionality needs improvement specially on keyword searching. A lot of filters are already available but it lacks flexibility.

Return on Investment

Freshservice helped us manage Incidents on a systematic approach
Freshservice helped us enforce our SLAs

Alternatives Considered

ServiceNow Now Platform

Other Software Used

Microsoft 365, Island, NinjaOne, Check Point Harmony SASE, Hyperproof

Usability

Andy Wong Wing Cho View profile

Senior IT Manager in Information Technology at Yinson Holdings Berhad (201-500 employees employees)

Use Cases and Deployment Scope

Freshservice is mainly used by our company IT ServiceDesk agents to support end users throughout all departments for office globally (Malaysia, Singapore, Norway, UK, Brazil, Amsterdam, Nigeria and Ghana) for the past one year. Until recently, we soft-launched to end users to submit their IT issues via the Freshservice portal and assigned to IT ServiceDesk agents.

Pros

Ease to submit ticket
User can monitor their own tickets
Easier and automated reports send to respective IT personnel
Easy to modify the Form Fields
Easier administration

Cons

Auto-assign does not work very well even the Agent option has been enabled
The new analytic reporting quite confusing and need to learn it
Good to have a version control on workflow automation that allow me to rollback if there's any issues.

Return on Investment

Satisfied with the investment
User experience is good and we are currently working with the new user interface
Admin able to perform a great amount of customization without much coding involved to fit the business needs.

Alternatives Considered

SymphonyAI Summit

Other Software Used

SymphonyAI Summit, ServiceNow IT Service Management, IFS Applications

Mohammed Alhassan

Expert ITSM Engineer in Information Technology at THIQAH (501-1000 employees employees)

Use Cases and Deployment Scope

We use Freshservice on a daily basis in everyday ticketing, the solution serves as the main internal ticketing system and itsm tool for all the employees.

Pros

Ticketing
Change Management
Asset Management
Projects management

Cons

Rebranding for Agent portal
Customizing the change lifecycle
Automating change ticket submission
SLA for Approvals

Return on Investment

System increased our digital transformation by more than 80%
Significantly better employee satisfaction results were achieved
The system increased the productivity by reducing the load by 50% on agents by using automation tools

Other Software Used

Freshchat, Freshdesk

Rob Jennings View profile

IT Support Engineer in Information Technology at Valda Energy (51-200 employees employees)

Use Cases and Deployment Scope

Very Good, Works well for us in our small IT Team.

Pros

Tickets
Projects

Cons

AI
Flexabilty

Return on Investment

Alternatives Considered

Atlassian Jira and ServiceNow DevOps

Jonas Mertens

Application & System Engineer in Information Technology at Viabuild NV (201-500 employees employees)

Use Cases and Deployment Scope

We are using Freshservice as an IT tool for logging and handling our tickets. Mostly incidents and service requests. The scope is IT support for end users and logging messages from our monitoring tool. We are also using the built-in asset-management service to register all of our assets and software licenses.

Pros

A user-friendly end-user portal that is easy to understand and roll-out.
A discovery client that is being installed on all devices collects hardware and software information, so this doesn't need to be done manually.
The possibility of adding an automatic workflow for creating new Teams groups or other automations.

Cons

To have more options on what to do with the emails that arrive in the support mailbox (which goes to Freshservice), Setting some special rules or detailed filtering is not possible.
Non 3rd party tools to connect to Intune are missing. Additionally, the third-party tool available in the store is not satisfactory. It would be nice to have native support for importing devices from our Azure cloud.
The contract requires you to prolong your contract end-date by two years instead of just one year, which to us is a bit aggressive.

Return on Investment

Alleviate our support team by providing knowledge directly to the end users.
Better response times from our IT support team, thanks to automation and dashboard use.
Better tracking of our assets by assigning them to users so we know which device was handed out to who. During off-boarding, we know which devices to ask back.

Alternatives Considered

4me.com

Other Software Used

FileZilla, Discord, OneDrive

Freshservice

What is Freshservice?

Categories & Use Cases

Media

Freshservice Key Features

Top Performing Features

Organize and prioritize service tickets

Self-service tools

Subscription-based notifications

Areas for Improvement

Policy and contract enforcement

Asset management dashboard

Change calendar

Most Frequent Users

Professional, Scientific, and Technical Services

Manufacturing

Information

Freshservice Reviews

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Alternatives Considered

Other Software Used

Usability

Use Cases and Deployment Scope

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Other Software Used

Use Cases and Deployment Scope

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Other Software Used

Use Cases and Deployment Scope

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Alternatives Considered

Use Cases and Deployment Scope

Pros

Cons

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Alternatives Considered

Other Software Used

Freshservice Alternatives