Easy to implement, changed helpdesk reputation for the better
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 …
Starting at $19 Per Month Per User
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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.
Recent 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
- Organize and prioritize service tickets (112)9.090%
- ITSM collaboration and documentation (93)8.686%
- Self-service tools (102)8.484%
- ITSM reports and dashboards (97)8.383%
Reviewer Pros & Cons
Video Reviews
1 video
Freshservice Review: Supports Business In Addressing Recurring IT Issues
01:34
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
Features
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Product Details
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- Integrations
- Competitors
- Tech Details
- FAQs
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
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 Integrations
Freshservice Competitors
Freshservice Technical Details
| Deployment Types | Software as a Service (SaaS), Cloud, or Web-Based |
|---|---|
| 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 |
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).
Comparisons
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Reviews and Ratings
(221)Attribute Ratings
Reviews
(1-25 of 113)Companies can't remove reviews or game the system. Here's why
September 22, 2023
Easy to implement, changed helpdesk reputation for the better
- Automation
- Analytics
- Documentation
- More features at cheaper prices
September 19, 2023
One year of Freshservice
- 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.
September 14, 2023
Freshservice for managing tickets
- 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
- 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
August 28, 2023
Easy to use and fully featured helpdesk
- Tickets
- Asset Management
- Ticket metrics
- Reporting
- Managing a multitude of software licenses
- more flexibility in on call
July 24, 2023
Freshservice 10/10
- Automation
- Metrics
- Support
- Change Management
- Project Management
- Knowledgebase
July 22, 2023
Fantastic Bundle for you IT help desk
- 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.
July 22, 2023
Tried to review honestly
- 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
July 21, 2023
Best ITSM tool
- 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.
July 21, 2023
Great Ticketing System
- Ticketing
- Reporting
- Admin Portal needs to be more user friendly.
July 21, 2023
Freshservice - service management solution for all
- 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
July 19, 2023
Excellent choice for this company
- 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
- 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.
July 18, 2023
Great but could be better
- 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
July 18, 2023
My experience with Freshservice.
- 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 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
- 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.
July 14, 2023
Freshservice meets the needs
- 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.
July 14, 2023
Freshservice is a fresh look at helpdesk solutions!
- Incident management
- Onboarding assistance
- Inventory tracking
- The ability to configure the portal more
May 30, 2023
New IT Ticketing System: Adopting a best practice from the ITIL Framework on Incident Management
- 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.
April 19, 2023
LOW code full featured ITOM
- 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.
April 13, 2023
Freshservice makes ITSM easy!
- 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.
April 12, 2023
Fresh install of Freshservice
- information collection
- customisation
- stakeholder involvement
- Reporting
- UI
- 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.
April 07, 2023
Freshservice is a robust and user friendly program
- 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.