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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.https://dudodiprj2sv7.cloudfront.net/product-logos/A4/H8/81VJAFA7IB5V.PNGBig Shots watch out FreshService is here to play some ball!We are a partner of Freshworks that uses FreshService to help other companies decide on the best solution that suits their needs, FreshService is a great tool for ITSM with amazing intuitive features, that will make your IT department have a better understanding of their issues and how to face them, with this great software giving a helping hand.,Powerful incident handling outside the box thinking and very nice features such as canned responses. Adding a field to forms to fit your needs and customization. SaaS,Reporting, adding more reports would be nice since the reports available are very restrictive. Documentation, sometimes there's lack of or not that comprehensive for the users. Integration with 3rd party apps, this needs to get better, sometimes integrations with detailed documentation just fail.,10,Good ITSM tool to keep track of everything you do. A project Module that wasn't expected to be this good. Expandability Capabilities.,BMC Track-It!,Freshdesk, ServiceDesk Plus, EasyVista IT Service ManagerFreshservice: Keeping things simple in the IT Management WorldWe use Freshservice as our ITIL solution. To address our needs for an infrastructure library, knowledgebase, change management system, and trouble ticket solution, Freshservice was implemented on campus a little over a year ago. It is primarily used by our IT staff, however all employees and students interact with the system to report issues and request services. Previously, our IT documentation, inventory, and licensing were spread across several systems which made it inefficient for our organization. Additionally, we liked the self-service capabilities of the service catalog that is built-into the software.,Change management is a great asset of the system. It allows you to gain approvals, and document the entire process. Over the years we have chosen specific routes to address technology needs on campus only to wonder why did it that way a few years down the road. The service catalog is valuable in that allows you to detail everything you can provide to your constituents. You can create your own forms, indicate anticipated delivery, and specify costs. This puts great information in front of your users from the get go. The CMDB allows you to keep inventory of all assets, hardware and software, and create relationships. The information you put into the system can assist in decision-making, troubleshooting, and monitoring ROI. Freshservice's built-in reports offer quick metrics to monitor your service goals,While the CMDB is robust and helpful, you don't have much control over the view when looking at the preview grid. We previously used the sister product, Freshdesk, and we appreciated the built-in chat feature. It would be nice to see Freshservice add this to their product so that we don't have to rely on third-party systems to communicate inter-departmentally, or with constituents. The ticket system is intuitive and has some great features. But one of the things that is inherent with technical support is multi-part tasks related to a particular solution. While Freshservice allows you to create tasks that must be completed which you can assign to any of the other agents, it would be nice to be able to create task templates for situations that require several standard sub-tasks. For example, with computer setups if you could apply a "setup" template that identifies the various steps that must be completed so that you can monitor progress more closely, and offer quality assurance.,9,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.,Freshdesk and Spiceworks,Freshdesk, Slack
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Freshservice
4 Ratings
Score 9.1 out of 101
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Freshservice Reviews

Freshservice
4 Ratings
Score 9.1 out of 101
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Miguel Nuñez profile photo
March 12, 2018

Review: "Big Shots watch out FreshService is here to play some ball!"

Score 10 out of 10
Vetted Review
Reseller
Review Source
We are a partner of Freshworks that uses FreshService to help other companies decide on the best solution that suits their needs, FreshService is a great tool for ITSM with amazing intuitive features, that will make your IT department have a better understanding of their issues and how to face them, with this great software giving a helping hand.
  • Powerful incident handling outside the box thinking and very nice features such as canned responses.
  • Adding a field to forms to fit your needs and customization.
  • SaaS
  • Reporting, adding more reports would be nice since the reports available are very restrictive.
  • Documentation, sometimes there's lack of or not that comprehensive for the users.
  • Integration with 3rd party apps, this needs to get better, sometimes integrations with detailed documentation just fail.
Big and Small companies Freshservice has the ability to meet your needs because of the wide range of packages in which you pay for what you need, this will help you to get the most out of your investment, and if you feel the need for some more modules you can always add them to your current plan (some restrictions apply).
Read Miguel Nuñez's full review
Rick Murphy profile photo
May 03, 2016

Review: "Freshservice: Keeping things simple in the IT Management World"

Score 9 out of 10
Vetted Review
Verified User
Review Source
We use Freshservice as our ITIL solution. To address our needs for an infrastructure library, knowledgebase, change management system, and trouble ticket solution, Freshservice was implemented on campus a little over a year ago. It is primarily used by our IT staff, however all employees and students interact with the system to report issues and request services.

Previously, our IT documentation, inventory, and licensing were spread across several systems which made it inefficient for our organization. Additionally, we liked the self-service capabilities of the service catalog that is built-into the software.
  • Change management is a great asset of the system. It allows you to gain approvals, and document the entire process. Over the years we have chosen specific routes to address technology needs on campus only to wonder why did it that way a few years down the road.
  • The service catalog is valuable in that allows you to detail everything you can provide to your constituents. You can create your own forms, indicate anticipated delivery, and specify costs. This puts great information in front of your users from the get go.
  • The CMDB allows you to keep inventory of all assets, hardware and software, and create relationships. The information you put into the system can assist in decision-making, troubleshooting, and monitoring ROI.
  • Freshservice's built-in reports offer quick metrics to monitor your service goals
  • While the CMDB is robust and helpful, you don't have much control over the view when looking at the preview grid.
  • We previously used the sister product, Freshdesk, and we appreciated the built-in chat feature. It would be nice to see Freshservice add this to their product so that we don't have to rely on third-party systems to communicate inter-departmentally, or with constituents.
  • The ticket system is intuitive and has some great features. But one of the things that is inherent with technical support is multi-part tasks related to a particular solution. While Freshservice allows you to create tasks that must be completed which you can assign to any of the other agents, it would be nice to be able to create task templates for situations that require several standard sub-tasks. For example, with computer setups if you could apply a "setup" template that identifies the various steps that must be completed so that you can monitor progress more closely, and offer quality assurance.
If you want an IT based system that allows you to create trouble tickets, collect all documentation and assets, and is intuitive so that your'e not "administering administration", Freshservice is a good solution. Their support team is very helpful and responsive, and it was attractive to us since it was cloud-hosted. If you do not plan to take advantage of the CMDB or change management options, you may be better off using the simpler and inexpensive product, Freshdesk.
Read Rick Murphy's full review

Freshservice Scorecard Summary

Feature Scorecard Summary

Organize and prioritize service tickets (2)
10.0
Expert directory (2)
10.0
Service restoration (2)
10.0
Self-service tools (2)
10.0
Subscription-based notifications (2)
10.0
ITSM collaboration and documentation (2)
10.0
ITSM reports and dashboards (2)
10.0
Configuration mangement (2)
10.0
Asset management dashboard (2)
10.0
Policy and contract enforcement (2)
10.0
Change requests repository (2)
10.0
Change calendar (2)
10.0
Service-level management (2)
10.0

About 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.

Freshservice is designed using ITIL best practice, to help IT organizations to focus on exceptional service delivery and customer satisfaction. According to the vendor, customers choose Freshservice based on ease to use, speed of setup, customer service, and affordability.

The vendor also says Freshservice has an intuitive UI, is easily configurable and customisable to meet customers’ exact requirements, and is easily integrated with other business and IT systems. Native integrations with a number of popular cloud services such as Google Apps, Dropbox, AWS, and Bomgar are available.

Freshservice is part of the Freshworks Inc product family, whose products include Freshdesk Customer Support Software, Freshsales CRM Software etc. – with more than 100,000 customers worldwide, including Cisco, Honda, 3M, The Atlantic, and QuizUp.

Freshservice Features

Incident and problem management Features
Has featureOrganize and prioritize service tickets
Has featureExpert directory
Has featureService restoration
Has featureSelf-service tools
Has featureSubscription-based notifications
Has featureITSM collaboration and documentation
Has featureITSM reports and dashboards
ITSM asset management Features
Has featureConfiguration mangement
Has featureAsset management dashboard
Has featurePolicy and contract enforcement
Change management Features
Has featureChange requests repository
Has featureChange calendar
Has featureService-level management
Additional Features
Has featureService Catalog
Has featureAdvanced Enterprise Reporting
Has featureCMDB
Has featureKnowledge Management
Has featureSelf-Service Portal
Has featureRelationship Mapping

Freshservice Screenshots

Freshservice Integrations

Freshservice Competitors

Pricing

Has featureFree Trial Available?Yes
Does not have featureFree or Freemium Version Available?No
Has featurePremium Consulting/Integration Services Available?Yes
Entry-level set up fee?No

Freshservice Support Options

 Free VersionPaid Version
Phone
Live Chat
Email
Forum/Community
FAQ/Knowledgebase
Social Media
Video Tutorials / Webinar

Freshservice Technical Details

Deployment Types:SaaS
Operating Systems: Unspecified
Mobile Application:Apple iOS, Android
Supported Countries:Worldwide
Supported Languages: Catalan, Chinese, Czech, Danish, Dutch, English, Estonian, Finnish, French, German, Hungarian, Indonesian, Italian, Japanese, Korean, Norwegian, Polish, Portuguese, Russian, Slovak, Slovenian, Spanish, Swedish, Turkish, Vietnamese