Skip to main content
TrustRadius
Freshservice

Freshservice

Overview

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.

Read more
Recent Reviews

Freshservice 10/10

10 out of 10
July 24, 2023
Incentivized
We use Freshservice to track and manage incidents and service requests. The workflow automation in Freshservice allows us to keep things …
Continue reading

Best ITSM tool

9 out of 10
July 21, 2023
Incentivized
We use this application for our internal ticketing tool and for our customers.So far it is very smooth experiance with Freshservice.
It is …
Continue reading
Read all reviews

Awards

Products that are considered exceptional by their customers based on a variety of criteria win TrustRadius awards. Learn more about the types of TrustRadius awards to make the best purchase decision. More about TrustRadius Awards

Popular Features

View all 13 features
  • Organize and prioritize service tickets (112)
    9.0
    90%
  • ITSM collaboration and documentation (93)
    8.6
    86%
  • Self-service tools (102)
    8.4
    84%
  • ITSM reports and dashboards (97)
    8.3
    83%

Reviewer Pros & Cons

View all pros & cons

Video Reviews

1 video

Freshservice Review: Supports Business In Addressing Recurring IT Issues
01:34
Return to navigation

Pricing

View all pricing

Starter

$19.00

Cloud
Per Month Per User

Growth

$49.00

Cloud
Per Month Per User

Pro

$95.00

Cloud
Per Month Per User

Entry-level set up fee?

  • No setup fee
For the latest information on pricing, visithttps://www.freshworks.com/freshservice…

Offerings

  • Free Trial
  • Free/Freemium Version
  • Premium Consulting/Integration Services
Return to navigation

Features

Incident and problem management

Streamlining ticketing and service restoration processes

8.2
Avg 8.1

ITSM asset management

Managing all IT assets and enforcing policy rules

7.7
Avg 8.2

Change management

Ensuring standardized processes for making changes to IT infrastructure

8.1
Avg 8.3
Return to navigation

Product Details

What is Freshservice?

Freshservice is a cloud-based service desk and IT service management (ITSM) solution that currently serves more than 40000 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.

Freshservice is configurable and customisable to meet customers’ exact requirements, and integrates with other business and IT systems. Native integrations with a number of popular cloud services such as Google Apps, Dropbox, AWS, and Bomgar also speed up deployment and reach.

Freshservice is part of the Freshworks product family, whose products include Freshdesk Customer Support Software, Freshsales CRM Software etc. – with more than 150000 businesses worldwide, including Cisco, Honda, 3M, The Atlantic, and QuizUp.

Freshservice Features

Incident and problem management Features

  • Supported: Organize and prioritize service tickets
  • Supported: Expert directory
  • Supported: Service restoration
  • Supported: Self-service tools
  • Supported: Subscription-based notifications
  • Supported: ITSM collaboration and documentation
  • Supported: ITSM reports and dashboards

ITSM asset management Features

  • Supported: Configuration mangement
  • Supported: Asset management dashboard
  • Supported: Policy and contract enforcement

Change management Features

  • Supported: Change requests repository
  • Supported: Change calendar
  • Supported: Service-level management

Additional Features

  • Supported: Service Catalog
  • Supported: Advanced Enterprise Reporting
  • Supported: CMDB
  • Supported: Knowledge Management
  • Supported: Self-Service Portal
  • Supported: Relationship Mapping

Freshservice Screenshots

Screenshot of Android App SupportScreenshot of Asset ManagementScreenshot of Project ManagementScreenshot of Asset ManagementScreenshot of Change ManagementScreenshot of Project ManagementScreenshot of Release Management

Freshservice Videos

Green Pastures Tech Case Study
Judson University Case Study
How Judson University transformed IT Service Management using Freshservice.
Judson University's favorite Freshservice Features.
How Judson University transformed IT Service Management using Freshservice.
Judson University's favorite Freshservice Features.

Freshservice Technical Details

Deployment TypesSoftware as a Service (SaaS), Cloud, or Web-Based
Operating SystemsUnspecified
Mobile ApplicationApple iOS, Android
Supported CountriesWorldwide
Supported LanguagesCatalan, Chinese, Czech, Danish, Dutch, English, Estonian, Finnish, French, German, Hungarian, Indonesian, Italian, Japanese, Korean, Norwegian, Polish, Portuguese, Russian, Slovak, Slovenian, Spanish, Swedish, Turkish, Vietnamese

Frequently Asked Questions

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.

SolarWinds Service Desk (SSD), ServiceNow IT Service Management, and SysAid are common alternatives for Freshservice.

Reviewers rate Organize and prioritize service tickets highest, with a score of 9.

The most common users of Freshservice are from Mid-sized Companies (51-1,000 employees).
Return to navigation

Comparisons

View all alternatives
Return to navigation

Reviews and Ratings

(222)

Attribute Ratings

Reviews

(1-25 of 113)
Companies can't remove reviews or game the system. Here's why
Score 9 out of 10
Vetted Review
Verified User
Incentivized
We use leverage Freshservice as our helpdesk. It's a great option with lots of features that you can take advantage of. Not only are we accurately able to track problems and efficiently triage and fix them, a lot is done automatically. I don't manually assign tickets, I get notified many different ways when things happen, and I can post solutions in a customer portal so users can fix their problems before submitting a ticket. Freshservice ties into many other apps and has different third party apps created for it to make it easier to use and provides automation capabilities for different tasks.
  • Automation
  • Analytics
  • Documentation
  • More features at cheaper prices
I think if you need basic capabilities, go with something like "Freshdesk" which offers similar services at the starter plan. If you need more automation or have the need to replace platforms like Zendesk for customer service, or want to incorporate multiple departments into the service, I recommend this especially.
September 19, 2023

One year of Freshservice

Score 10 out of 10
Vetted Review
Verified User
Incentivized
Freshservice is used primarily as our ITSM. We use it for incident tickets and service requests. We track assets using network discovery and agent deployment. Since implementing Freshservice we have improved support times and customer service significantly.
  • Ticketing
  • Asset management
  • Workflows
  • Custom forms
  • Asset tracking
  • nothing we've discovered so far. Of course I'm always comparing to our previous solution which was difficult.
setting up workflows to automate tasks like user onboarding.
Score 8 out of 10
Vetted Review
Verified User
Incentivized
Freshservice is a best ticketing tool for easy to use and monitoring receive tickets. It's Dashboard visualization is easy to understand. Before Freshservice tool we was facing lots of issue to make a consolidate reports. Now we have download and create easily consolidate reports and present to management through visualization tools(i.e. MS Power Bi). Also In daily base we are receive tickets from cross-functional department to Freshservice single platform this is good for us.
  • Consolidate email tickets on one platform
  • Easy to access
  • User Friendly
  • Easy to download reports
  • Freshservice AMC is little expensive compare to other similar ticketing tools products.
  • Some times customer support delay response
Freshservice good for those organization where as different-different large size of departments and not possible to meet face to face on daily base. Freshservice provide one stop solution on single platform.
Score 10 out of 10
Vetted Review
Verified User
Incentivized
I am super admin of fresh service for my organization. The tool is very user friendly for agents as well as admin and also for the users.
before 3 years I haven't heard about fresh service but when I joined the company I started using it. I learn fresh service administration within a month without any knowledge transfer. The fresh service articles also helped me to learn the tool. SO you can image how user friendly the too is and how easy to learn it. After learning tool, I build various workflows and automation which works perfectly fine. Within the organization we have onboarded various department on fresh service and I trained them on how to use it as agent. It also works with power automation and Microsoft team collaboration. Fresh service provides lot of features at basic plan. However, few features are not available at basic plan. But i will rate this tool 10/10.
  • Workflow automation
  • Knowledge base articles for users and agents
  • easy to add categories & sub category and make them compulsory so that ticket cannot be closed without filling the information
  • it works with email address very simple to create different department and queues
  • Dashboard edit & view for team with basic plan
  • Need to update fresh service support articles and they are old now and the tool is upgraded
  • Reports in specific format. The date & time column should be separated
  • there should be different type of reports available. it could be automated reports as well
It is great with workflow automations.
It works on distribution list email address for queue creation
need to give edit and view access for team dashboard on basic plan
Report can be well structured or automated
Score 9 out of 10
Vetted Review
Verified User
Incentivized
Freshservice is the cornerstone of our helpdesk environment. It helps us track our open tickets and ensure that our team members get prompt and accurate support. It allows for collaboration among our team and easy communication to our customers.
  • Tickets
  • Asset Management
  • Ticket metrics
  • Reporting
  • Managing a multitude of software licenses
  • more flexibility in on call
It is a solid and easy to use ticket system. It does not take much setup and it is intuitive to use.
July 24, 2023

Freshservice 10/10

Score 10 out of 10
Vetted Review
Verified User
Incentivized
We use Freshservice to track and manage incidents and service requests. The workflow automation in Freshservice allows us to keep things moving forward without the need for manual interaction in a lot of circumstances.
  • Automation
  • Metrics
  • Support
  • Change Management
  • Project Management
  • Knowledgebase
In my experience, Freshservice is well suited for teams of all sizes who wish to manage incidents and service requests from a single platform. I've found that the automation is especially useful for small teams that receive a lot of requests.
Score 10 out of 10
Vetted Review
Verified User
Incentivized
We use fresh service as a help desk ticketing system. When users have any IT requirements/ technical issues they send an email which comes through to fresh service. We also upload ‘how to’ manuals, so users may be able to resolve their issue by going through theses Manuals and not need to raise a ticket. We are also looking into the asset section and once we have completely looked into this, we will compare it with our current asset register and may move to fresh service.<br>We also use it for contracts notifications, so it will send us emails before a contract is due to expire.
  • Runs smooth
  • Excellent support
  • Software has a lot of features, it really depends on the user what features they want to implement.
  • I’m not sure if in the asset section you can see/ add visuals of assets.
  • So for example when adding a pc, there should be an icon of a pc so you know even by browsing through, that item is a pc.
Well suited for ticketing system, improving user skills through how to manuals.
Contract management.
Score 7 out of 10
Vetted Review
Verified User
Incentivized
We are using freshservice as our ticketing tool and also managing Purchase order, asset management and tools for HR Onboarding, offboarding and different service requests. I find this product very good had capabilities of lot of things, also it integrates with most of the well known applications. However if a talk about particularly managing forms based services like employee onboarding, offboarding, it is not as expected. Some of the basic functionalites they lack in form based services. Support team is also good, but they can do much better i believe.
  • Ticketing tool is good
  • Asset Management
  • Support
  • Should add bulk upload there for service requests. also dynamic field should support bulk uploading
  • Text field type could be customized and controllable, like if want specific field should add only 10 characters or only alpha numeric characters. where needed we can implement text field data from other text field
Forms are customizable, anyone can create form like according to their organization requirement. support could be more improved
July 21, 2023

Best ITSM tool

Score 9 out of 10
Vetted Review
Verified User
Incentivized
We use this application for our internal ticketing tool and for our customers.So far it is very smooth experiance with Freshservice.
It is very user friendly and from admin point of view it is very esay to customise as per the Customers requirement for the customer support portals.
It is best ITSM tool where we can also integrate the alerts from number of other applications.
So for the helpdesk it can be a single tool to monitor other several monitoring tools, which makes the Engineers life easy.
It has Automation, Workflow, Reporting and lot of other features.
  • Easy to integrate with other tools
  • Easy to setup as per the requirents of the customer.
  • Asset management and Reporting Analytics ca be used to track the asset in single application and to track the performance metrics.
  • For technical issues we can get quick support from the Freshservice support team.
  • Should have feature to export the tickets from the last 6 months or year, now there is no feature to export the tickets older than 6 months from the customer portal
  • We should able to see the detailed timestamp with date and time on the customer portal.Now it is generic like 5 days ago, 10 days ago.
I can say It is best suited for any size of organization who are particularly looking for large number of features like ticketing tool , asset management, self service portal, Integration with other tools, Reporting and Analytics in single tool.
For smaller organization cost may be the concern as it is subscription based software.
Score 8 out of 10
Vetted Review
Verified User
Incentivized
We use Freshservice just for its ticketing system. I can say that it works fantastic in that area. A lot of automation is possible sorting/categorizing tickets that come in. It has other functions that are available that we may expand into using in the future like hardware/software inventory management and project management.
  • Ticketing
  • Reporting
  • Admin Portal needs to be more user friendly.
It is well suited for ticket creation and keeping track of past fixes for future use.
Score 9 out of 10
Vetted Review
Verified User
Incentivized
I advised on the selection of Freshservice as the recommended IT service management solution for a newly created service desk. This was based on an assessment of a range of products against a detailed list of business requirements. <br><br>Freshservice offered the most appropriate and cost effective solution, helped by its assessment by Gartner as a 'challenger' ITSM solution.<br><br>It proved to be a product that was straightforward to setup and implement, which was assisted by the availability of a trial instance which migrated seamlessly in to a live/production instance.<br><br>The functionality is comprehensive and more than adequate for most IT service management requirements.<br><br>In addition, it comes in four 'flavours' which helps to ensure the customer does not have to pay for more functionality than they require. This can be upgraded as needed if/when requirements become more comprehensive.<br><br>It integrates with a wide variety of third party applications and solutions, which helps to ensure most needs can be met even when the functionality is not available directly within Freshservice itself.<br><br>Freshworks is a dynamic organisation which means that Freshservice is constantly evolving and improving.<br><br><br><br>
  • Intuitive to implement and maintain
  • Different 'flavours' to meet different levels of requirements
  • Comprehensive integration with third party products
  • Continually evolving
  • Responsive levels of support
  • 'Try before you buy' instance
  • Integrating chat with the Freshservice knowledgebase
  • Keeping the solutions up to date with the changing functionality
Due to it's scalability, Freshservice is suitable for most organisations requiring a service management solution.

Access to the code is limited therefore it might be less suited to those organisations requiring infinite configurability.
Eric Roeland | TrustRadius Reviewer
Score 9 out of 10
Vetted Review
Verified User
Incentivized
Freshservice is used by us as a Ticket System for registering reports with our customers.Freshservice ensures that we have an overview of calls, can see progress in the solution and follow-up on the agreed Service Levels.In addition, Freshservice is the application that sends and receives data from other applications.
  • Easy to enter tickets
  • Easy to set up even if you are new to freshservice
  • Nice front end for our customers
  • Asset- and/or configuration management is not at its best yet
  • Filtering of tickets can be better
  • Analyses can be better. Make use of custom fields and relations between fields
It is well suited as a MSP service management tool. Although it is more setup for internal IT support.
I would like a better integration with other applications. API can be better described.
Score 10 out of 10
Vetted Review
Verified User
Incentivized
We use Freshservice for our internal IT service desk. Before I started, we did not have an ITSM solution in place and requests were coming through different modes - Teams, Emails, walk-ups, phone calls. It was chaos and was really easy to forget about someone's issue or request if we were busy with another one. By implementing Freshservice, we have been able to consolidate user issues in one place and work off a single queue. This has been a complete game changer for us and has made life easier for every one of us, the users as well the IT support team.
  • Incorporates ITSM principles well
  • Inventory management
  • Easiest workflows to implement
  • Administration is super easy
  • User Onboarding
  • Calendar entries can have reminders. So, if a user asks to call 9 am on Tuesday, add the entry and Freshservice reminds you of it, just like Outlook.
Freshservice is a complete ITSM solution. I have used some others over the years and moved away from them to Freshservice.

I have implemented Freshservice in 2 new roles over the years, and everyone has loved it. The functionality that it incorporates, enabling IT teams to become ITIL compliant is truly useful. Compared to 5 other ITSM tools that I have used over the last 10 years, Freshservice is far better.
Score 8 out of 10
Vetted Review
Verified User
Incentivized
We use Freshservice as our IT Help Desk. We have two dozen agents, but only some of those are actively using it every day. Our tier 1 support is where it is used the most. We also use the Freshservice agent to take stock of our inventory, it has helped us keep track of our assets across multiple locations. We use the Software Catalog to keep track of installed applications to a degree, but mostly use it to identify problem applications. The reporting/analytics module has helped us identify which systems need to be upgraded.
  • Good layout for a help desk, easy to read and respond to messages in either the portal, email, or Teams.
  • Analytics and Reporting widgets are intuitive and easy to use
  • Extensibility and plugin is good and getting better
  • Inventory system is good but computers don't show their graphics cards though they report on all other hardware
  • Onboarding system is good but could use more automation features built in by default
  • Automation overall is good, but I would welcome more direct support for popular HR recruiting software
I think for small businesses that are growing, it's a great Help Desk system. There's other systems on the market that are more mature but Freshservice I feel is competitively priced for it's target audience.
Score 7 out of 10
Vetted Review
Verified User
Incentivized
We use it for our IT support ticketing system, IT FAQ, and some asset management.
  • Ticket management and communicating with our internal customers.
  • SSO and seamless mobile app deployment from Microsoft Intune MDM.
  • Repository for IT contracts with vendors.
  • Better Intune integration to allow device synchronization; the current plugin does not work well.
  • Outlook integration is like an Outlook plugin.
The ticketing system works well; we would like more functionality of the asset tracking portion to allow ticket assignments by the device.
Score 9 out of 10
Vetted Review
Verified User
Incentivized
Fresh service is used for workgroup ticket management. We also manage the corporate assets of devices, workstations and hardware in general. A project is underway to define a catalog of group-level services for reporting problems and requests. Whilst on another work table we are handling change requests. It is good product.
  • The ticket is managed in its comfort, internal notes to the work team, notes to the user, detailed reports of all the steps of the ticket
  • Very simple management of parent tickets and its child tickets
  • scheduling of activities integrated with the calendar
  • Asset interface, layout is not fully editable, some fields are static
  • Inventory management is not simple as it is linked to a table which is linked to a vendor. These fields are not editable
Fresh Service also fits very well in the management of tickets even by teams outside the company such as suppliers, application partners for example.I don't think Fresh Service can't be adopted in other services. In my opinion it is a very versatile and complete product. It should only improve on small things as previously mentioned
Score 10 out of 10
Vetted Review
Verified User
Incentivized
We were using a legacy Windows based computer ticketing system that was in dire need of replacement. Freshservice provided an extensive ticketing system, as well as many other features. We are currently using tickets, asset inventory, workflow, and are in the process of implementing other features, such as change management and project management.
  • Ticket tracking and management
  • Workflow automation
  • Asset & Inventory Management
  • Project Managment
  • Change Management - Current system is geared towards full software or system change management. It would be great to have a simple Yes/No approval without having to utilize their workflow tools.
  • Data selection filters - Overall, their data filters are very good, but it would be useful to have "Last Week" and "Last Month" in the date selectors.
Freshservice is a set of building blocks that can be used "off the shelf" but takes a fair amount of configuration to take full advantage of its capabilities. Freshservice has excellent onboarding support as well as long-term support. It seems to be geared towards mid-size businesses, but could be a good fit for larger small businesses as well as businesses with a few thousand employees. One thing that's very impressive is the continued enhancement and development of existing and new features. These features fit in very well with the existing environment and show attention to detail in how they are designed.
Score 10 out of 10
Vetted Review
Verified User
Incentivized
We did not have a ticketing system in place for IT issues/requests when I was hired. We implemented Freshservice and it has fit our needs exactly. Our users submit multiple request types and there are two different teams that handle their respective requests.
  • Allows emails to be sent to different emails addresses which create tickets that are assigned to different support teams automatically.
  • Allows administrators to fine-tune permissions for the support technicians, with some being basic helpdesk, and some having the ability to handle automations and integrations within the Freshservice admin portal.
  • Creates a end user portal where they can submit tickets, request items, submit onboarding forms, and view ticket statuses.
  • Pulls device information from Dell once devices are in inventory based on the serial tags, such as warranty expirations.
  • The Onboarding feature is super cool but difficult to set up and roll-out.
  • It would be cool if there was an Outlook add-in like Jira has.
If you need a support desk solution, no matter what size the company, Freshservice is a great platform. The Admin portal is easy to use for managing and setting up the core features, even setting up SSO, but it also has so many features available that you can really dial it in to do a lot more than basic support desk. Asset Management is also very helpful.
Score 9 out of 10
Vetted Review
Verified User
Incentivized
We use it for ticketing, project management, and problem tracking. The application makes it easy to keep track of our user's problems, resolutions, and feature requests.
  • Incident management
  • Onboarding assistance
  • Inventory tracking
  • The ability to configure the portal more
Freshservice is great for any organization that needs a ticketing system and has over 200 employees

I dont think it would be useful in an organization that is smaller and that can be suited with a less expensive option
Andy Wong Wing Cho | TrustRadius Reviewer
Score 8 out of 10
Vetted Review
Verified User
Incentivized
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.
  • 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
  • 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.
Freshservice is easy to implement to IT use and rollout for end users. Any changes to the interface or Freshservice need to notify the customer first. I have encountered cases activation email notification was sent to users automatically with the new FreshWorks and it has caused confusion with users. Some are treated it as phishing email.
Score 8 out of 10
Vetted Review
Verified User
Incentivized
We use Freshservice as our ITOM tool for ticketing, change management and service requests. This is the only ITOM being used and it covers the entire IT Dept and all employees.
  • Set up is really easy, low/no code setup.
  • Creating and managing ticket work flow.
  • Change Management and CAB board responsibilities.
  • Reporting and analytics is a bit limited, not all fields are able to be reported on.
  • Dashboard widgets are great, just need more customizable options for all modules.
Best suited for quick easy deployment
Score 9 out of 10
Vetted Review
Verified User
Incentivized
We are using Freshservice across all of our internal business operations functions including IT, HR, Legal, Risk, Finance, Compliance, BI, Operations and InfoSec. Previously this was all being managed via email. This has allowed a very structured approach to resolving end-user issues and not just IT issues. Teams are able to see reporting on incident/service requests and create service catalog items to make capturing info easier. It's really made things easier for the teams providing support as well as improving the experience for end users.
  • The dashboard view of your tickets is great and you can easily see your own tickets as well as those assigned to your team.
  • Reporting is quick and easy, the canned reports are fine but the custom reports are easy to create using drag and drop widgets.
  • Setting up multiple support teams and creating tickets from inbound emails is also easy to do.
  • I would like to see more sort and filtering options on the dashboards, eg just view all open tickets by a particular user or category. Even to sort by username.
  • Sometimes the dashboard screen doesn't render properly. Have seen this multiple times by a refresh or clicking to another area in Freshdesk and back to the ticket dashboard again usually fixes it.
  • Being able to change the org name would be good. We still have our old company name appearing and I've been told it's not possible to change that.
I would definitely recommend FreshService for those looking to manage the ITSM environment themselves and that don't have developer skills internally (SNOW is very complex in comparison). I would also recommend using it for teams outside of IT and making use of the business agent licensing model which is less expensive than the IT agent licensing.
Score 8 out of 10
Vetted Review
Verified User
Incentivized
Freshservice greatly improved and helped our transition to an ITIL framework for our customer services team. We saw a reduction in time spent with open tickets and also more involvement from internal stakeholders. There was great customization within the platform that allowed us to use the platform in a way that suited our needs,
  • information collection
  • customisation
  • stakeholder involvement
  • Reporting
  • UI
The customer portal is great and the customisation it allows was really helpful in keeping the same aesthetic for our product across this service too. The UI can be quite cumbersome at points. When you have a large amount of custom tickets data it is hard to view this from within the ticket view.
Score 10 out of 10
Vetted Review
Verified User
Incentivized
Freshservice allows us to keep on top of incidents & service requests easily. The complete customisation of ticket fields means that we can create & track detailed metrics across various issues.
  • Easy ticket field creation & maintenance - can also be customised depending on the ticket type or other fields
  • Workflow & scenario automations can be real time savers when handling repetitive actions
  • Analytics - ease of report creation
  • The analytics could be taken to another level - even though they are easy to use & create new reports, there is definitely room to improve the customisation options.
Freshservice works well for both internal & external support. We have utilised the product in a B2B environment but can see potential applications in a larger B2C/D2C operation.
Score 7 out of 10
Vetted Review
Verified User
Incentivized
Freshservice is used as an internal help desk in our company. All internal IT issues are sent to the help desk and managed by the IT support team. We also are in the process of setting Freshservice up to use for all IT-related purchase requests as well as processing new employees and terminating employees. We use Freshservice as our main asset management software and purchasing assistance. We use it as our project management software also.
  • Freshservice is very good at managing tickets. The customizable interface makes it very easy to build your own teams and workflows for help tickets.
  • The asset management portion is very robust with a lot of customizable features.
  • The report functions allow you to get very granular with what type of information you want displayed as well as when you want that information.
  • The back end workflow is slightly limited in the way it is set up. There are a lot of custom things that can be done, but only in the scope that Freshservice allows. If you want to design your own workflow, but one of the steps doesn't match what Freshservice has, there is very little options to do it.
Freshservice is very good at managing multiple different departments for help desk ticketing. There are multiple ways that it can be set up so that the tickets are more automated or can be controlled by a person. When trying to keep track of all assets, including peripherals, the managed asset management portion is very limited. You can scan the computer, but you still have to add a lot of information that is not scanned.
Return to navigation