Freshservice

Score8.4 out of 10

349 Reviews and Ratings

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Freshservice

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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: 8.9
Subscription-based notifications
Users subscribe to notifications for ticket updates
Category average: 8.3
ITSM collaboration and documentation
Issue resolution through collaboration mechanisms like discussion threads, social tools; agents can attach notes, files, etc. to tickets in order to maintain a record of all interactions related to the case.
Category average: 8.2

Change calendar
Calendar showing change schedule to stakeholders
Category average: 7.9
Policy and contract enforcement
Ensuring that requesters have eligibility before fullfullment
Category average: 7.6
Asset management dashboard
Dashboard showing organization's software portfolio
Category average: 8

Most Frequent Users

Top 3 industries using Freshservice.

Based on HG Insights installation data

View all Reviews

#1 most frequent

Professional, Scientific, and Technical Services

18.7%

856 installations of 4,569

#2 most frequent

Manufacturing

11.8%

538 installations of 4,569

#3 most frequent

Information

9.5%

434 installations of 4,569

Pros

User-friendly design and straightforward implementation
Efficient IT ticket management and ticket resolution
Robust integration capabilities with other tools

Cons

Limitations in advanced automation features and scripting
Need for more robust reporting and analytics with flexible dashboards
Desire for better native third-party integrations

Izar Rosaros View profile

Senior IT Service Desk Analyst in Information Technology at Peak Support Global Enterprises (1001-5000 employees)

Use Cases and Deployment Scope

We use it as a ticketing tool to assist our users with their day-to-day issues. As an IT service desk, we use this ticketing tool to track our productivity and output for the day. Usually, we have software and hardware issues reported by our users, and Freshservice helps us track them and assist them immediately in resolving them.

Pros

Ticket Monitoring.
Asset Monitoring.
Easy Communication.

Cons

I would like to have selection for other sound notification.
Auto pick up of tickets, not manually clicking checkboxes and pickup button.
Easier searching, when i type a subject then press enter, i am redirected to other tickets.

Return on Investment

I always get a 99% SLA on my tickets.
A positive impact is that I am now more responsive in ticketing due to the easy-to-use UI and navigation.
Good traceability, we can trace old tickets due to the search function, and we do not get lost if there are uncommon tickets that need backtracking.

Alternatives Considered

BMC Helix Digital Workplace

Other Software Used

Teramind, Slack, NinjaOne

Mohammed Alhassan

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

Bruce Magcamit

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

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

Verified User

Manager in Information Technology (1001-5000 employees)

Use Cases and Deployment Scope

I am one of the Account Admins and led the migration from Freshdesk to Freshservice. As our organization's IT Operations Senior Manager, I oversee the use of various modules, including ticketing, asset management, and change management. Freshservice helps us log all incidents, whether minor or significant, create customizable forms for service requests, and track our assets, ensuring that there are logs for each change.

Pros

Asset Management Module: The features I like most in this module are the discovery agent software, which allows us to collect device information without manual intervention, and the simplicity and robustness of the module itself.
Service Catalog: This feature allows us to create forms tailored to specific service requests based on group requirements. The ability to customize forms greatly helps both us and our end-users provide the necessary information to fulfill their requests.
Workflow Automator and Business Rules: These two allow us to have some automation in place, eliminating some of the manual steps and decreasing the number of human errors that may happen due to manual changes.

Cons

Active Directory Sync: Currently, it is not possible to sync the user details from Azure AD to Freshservice. Freshservice only gets a user's full name and email address from Azure AD. We'd like to get some other details, such as the user's department, group, etc., without manual processes.
Round Robin in Ticketing: I like this feature, but it lacks the ability to systematically analyze the ticket volume of an agent's queue before assigning more tickets.
Status Page: We'd love to be able to integrate with other supported Status pages of our vendors so that we do not need to manually update our Status Page whenever there is a reported outage or planned maintenance.

Return on Investment

Freshservice helps us with our annual security compliance certifications, such as PCI and SOC2, especially by using its change management module.
Another positive impact of Freshservice on our organization is that it allows each department to have its own workspace, automation, forms, and flows. We do not need to have our end-users adjust because Freshservice's interface is pretty dynamic.
The only impact that I consider not so positive is the pricing of the licenses, especially the full-IT agent license. It is quite expensive, and even non-IT departments sometimes need to have that kind of license provisioned due to the complexity of their requirements.

Alternatives Considered

ServiceNow IT Service Management

Other Software Used

TeamViewer, Teramind, Island

Freshservice

What is Freshservice?

Categories & Use Cases

Media

Freshservice Key Features

Top Performing Features

Organize and prioritize service tickets

Subscription-based notifications

ITSM collaboration and documentation

Areas for Improvement

Change calendar

Policy and contract enforcement

Asset management dashboard

Who Buys & Uses Freshservice

Most Frequent Users

Professional, Scientific, and Technical Services

Manufacturing

Information

Most Frequent Users

Small Businesses

Mid-sized Companies

Enterprises

Most Frequent Users

United States of America

United Kingdom of Great Britain and Northern Ireland

Canada

Most Frequent Users

IT

Engineering

HR

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Usability

Use Cases and Deployment Scope

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Use Cases and Deployment Scope

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