FreshservicePricing

Freshservice Pricing 2022

Freshservice by Freshworks is an excellent way to streamline your IT service desk. With this product, you can manage tickets, automate service requests, and keep systems updated and running - all from one location. By giving you the tools to tackle problems from all angles, it helps users create better solutions for their IT woes.

What is Freshservice?

Freshservice is an IT service management (ITSM) and help desk software. It helps with ticketing, SLA management, and updating or introducing new elements into workflows. It's a powerful tool that prides itself on ease of use and customization. This makes Freshservice great for teams of all sizes and experience levels.

The dashboard of Freshservice is a good example of how powerful and user-friendly it is. Users can create custom widgets, feeds, and shortcuts for better insight into their workflows. The Freshservice dashboard integrates with third parties and APIs for even more visibility. The Freshservice mobile app can also be personalized and accessed anywhere, letting agents remotely handle issues without hassle.

The demo below offers a great overview of Freshservice and how it makes an agent’s job easier.

Freshservice Agent Demo

Freshservice features multiple product sets to keep any IT desk at its peak. There is a problem management suite to prevent issues from happening, as well as an incident management suite to resume service if something goes awry.

Change management and release management suites are also offered to help manage workflows and product delivery timelines. The asset management and project management suites help you keep an eye on your inventories and projects from the dashboard.

The problem management suite can help you resolve minor or recurrent issues quickly and efficiently. The suite has tools to assign, rank, escalate, and close tickets. The automation tools in this suite resolve common issues with known solutions. These features let your service desk be more productive and spend more time on other tickets.

If a problem becomes widespread, then Freshservice’s incident management tools let you tackle issues on a much wider scale. Many reports in the ticketing system can be updated at once, and canned response templates can be used to let everyone know you’re working on the problem. It also sends notifications to the team to draw their attention to the incident. Agents can then use the software to collaborate on the problem and resolve it faster.

Freshservice has a change management suite with toolsets to help ease users into new or updated products. There are many useful tools here, such as A/B testing and automated asset detection. Change management suites also have a Change Advisory Board feature that can manage and document change approvals or requests. This suite reduces new product anxiety and allows assets to be consistently updated.

Tools to manage releases are also part of Freshservice. The release management suites include ways to plan, test, and document products or services from beginning to end. These tools help improve workflow and lets users own their parts of the production or service pipeline.

The IT asset management features help you have more insight and control over your digital and physical inventories. With Freshservice, you can order and manage new hardware or software, track your existing inventory, and create or review SLAs. You can also manage and assist remote access users, programs, and apps from the dashboard.

Freshservice offers an IT project management suite with a wide range of features. The software lets you track project timelines, manage associated contracts, and assign roles to team members. The tools include onboarding features so new or contracted team members are quickly brought up to speed.

If you want to see all these tools in action, watch this video.

Freshservice Demo | Best ITSM Software | Right Sized ITSM Solution

You can also use Freshservice to automate many common customer support tasks. Included is a hefty self-service portal with a customizable service catalog so users order services or products from you. You can also make knowledge bases with videos, gifs, and images. The self-service portals increase agent productivity by letting common tasks resolve themselves. At the same time, the portals increase customer sentiment by letting users take an active role in solving their issues.

One of Freshservice’s most defining features is the Orchestration Center. An Orchestration is an out-of-the-box third-party integration. Orchestration Centers let users manage, build, and organize their Orchestrations. The Orchestration Centers help improve workflow by letting users use tools beyond Freshservice’s product kits.

When you need extra hands on deck you can use Freshservice’s unique Day Pass feature. Day Passes let non-team members access the service portals and assist with tickets until the end of day. The ‘end of day’ is the end of your day, so you aren’t bound by Freshservice’s time zone. Day Passes are kept until used or until your Freshservice subscription expires, so you can save the Passes for when you need them most.

Freshservice offers a virtual agent named Freddy. Freddy is an AI with preset ways to read and respond to messages or incidents. He identifies common problems, provides on-demand help in service portals, and predicts tickets. He also helps with knowledge base articles, Orchestration use, and service catalog navigation. Freddy integrates with Slack and Microsoft Teams to provide extra support and feedback.

How much does Freshservice Cost?

Freshservice has both annual and monthly pricing plans. Each plan includes customizable dashboards, Orchestrations and Day Passes, and mobile app access. Each plan also includes add-ons that boost software performance. For more information about Freshservice pricing and included features, click here.

Several add-on packages can also be used to make the most of Freshservice. Some add-ons are restricted to certain plans.

The Starter plan is great for small or upstart teams. Starter plans include the incident management suite, knowledge bases, and 1000 Orchestrations. The starter plan also features the least expensive Day Pass cost at only $3 per pass.

The Growth plan is best for teams that have a medium-sized user base. Its big draws are the service catalog and approval automation features, which increase your team’s reach and abilities without increasing their workloads. The Growth plan also lets you buy asset management slots, which may be helpful if you find yourself in an equipment or software transition period.

For large teams looking for the most comprehensive service management package, Freshservice’s Pro plan is the way to go. It includes all management tools, as well as the widest range of team collaboration tools. Pro plans also lets you manage Software as a Service (SaaS) products directly through the dashboard.

The Enterprise plan includes all available Freshservice features, including the virtual agent Freddy. This plan includes the largest number of Orchestrations so that your team can use every tool they have. Enterprise plans are best for large corporate teams managing multiple IT projects.

Freshservice offers discounts for large teams, educational institutions, and non-profit organizations on a case-by-case basis. Freshservice encourages you to contact them about these discounts.

What Is an Alternative to Freshservice?

SolarWinds Service Desk is a notable competitor for Freshservice. They offer many of the same features, including service catalogs, management suites, an encompassing mobile app, and project management tools. On the surface, both products meet the basic needs of any IT team.

One of the major choices to make is whether you want more intense IT desk tools, or if you prefer the ease of use and customizability. Compared to Freshservice, SolarWinds’ dashboard customization is limited, with minimal widget customization and no mentioned team dashboards.

SolarWinds also offers more in-depth IT management features. They include automated asset detection, automated release and deployment, multilingual ticketing, and global issue identification. SolarWinds is a more powerful tool in many ways, but it also requires more IT know-how to use.

On the other hand, SolarWinds doesn’t include a virtual agent or the ability to include occasional agents. This means that Freshservice may offer more customer satisfaction by letting users resolve issues quicker. Freshservice also supports your team by allowing temporary helpers during service spikes, such as a product release.

Another major difference is trials and pricing. SolarWinds’ free trial is 30 days, while Freshservice is only 21 days. SolarWinds also has a charge for each device your agent uses. The fee is different at each subscription tier. For example, SolarWinds charges $0.10 per device at the lowest tier. Freshservice doesn’t claim to charge for devices.

The last pricing consideration is that SolarWinds doesn’t claim to offer discounts for large teams, educational organizations, or non-profits. You can read more about SolarWinds Service Desk pricing here.

More Resources

If you are interested in software like Freshservice and SolarWinds, we have user reviews and pricing for other IT Service Management and Help Desk products.

Freshservice’s YouTube channel offers many helpful demos, use cases, and interviews with customers. These are designed for Freshservice’s product suite, but the videos are helpful for the larger IT industry. You can find it here.

For those that have used any of the platforms discussed here, please leave a review to help other buyers make informed decisions.