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.
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Popular Features
- Organize and prioritize service tickets (112)9.090%
- ITSM collaboration and documentation (93)8.787%
- Self-service tools (102)8.484%
- ITSM reports and dashboards (97)8.383%
Reviewer Pros & Cons
Video Reviews
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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
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- No setup fee
For the latest information on pricing, visithttps://www.freshworks.com/freshservice…
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- Free Trial
- Free/Freemium Version
- Premium Consulting/Integration Services
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- 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).
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Reviews and Ratings
(221)Attribute Ratings
Reviews
(1-19 of 19)Companies can't remove reviews or game the system. Here's why
September 22, 2023
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 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
July 14, 2023
Freshservice meets the needs
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.
May 30, 2023
New IT Ticketing System: Adopting a best practice from the ITIL Framework on Incident Management
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.
April 13, 2023
Freshservice makes ITSM easy!
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.
November 29, 2022
Freshservice is just what we need.
We use Freshservice as out IT ticketing system. Users send their issues into the helpdesk, and IT gets an email notification of the new ticket.
- Freshservice allows you to break tickets down by department
- Freshservice has reports to show management out metrics
- Freshservice allows you to drag and drop photos, emails, etc to better explain a solution to the user.
- Provide more complex reporting options
- Have more options to build dashboard
- Ability to assign ticket to a particular technician
November 29, 2022
A complete management system for a busy tech support office!
Freshservice is our help desk software and the main way we manage assets. We install the client on each device and in turn that drops the specs of the machine into the system. On a day-to-day basis we receive and answer help desk tickets and as they are worked on can stay in varied states until completed. Users submit a ticket and depending on who gets to the ticket from within our team, they are assigned. Sometimes tickets are assigned by me as the manager.
- Tracks assets and details
- Provides one central location for tickets
- Ease of responding to users through a nicely laid out interface
- Provides a great dashboard to view all current and pending tickets
- Once a ticket is resolved and closed if a user responds back it is automatically opened back up. The toggle button for this feature is all or nothing.
- When the client is installed on the user end not having the software assign an automatic asset tag number. Maybe leaving that field blank or creating a feature where you can turn this on or off.
- I really can think of any, I really have no complaints about the software
November 29, 2022
Freshservice rocks!
I am extremely pleased with our implementation of Freshservice! This product has literally transformed our tech department from good to great. If customer service is your thing then you need to take a look at Freshservice. It is easy to use, contains valuable analytics, and provides end users with the communication they need.
- Agent reviews
- Email communication
- Customizations
- Reporting
- Customization on reporting
November 13, 2022
Perfect ITIL solution for small in-house IT Team
Currently, we use Freshservice in our IT Department as our in house ITIL solution. It allows us to support 300 staff in non-technical roles. It replaced us using just email, resulting in tickets getting lost. We also required an ITIL solution to meet Government Contract obligations.
- Ease of use.
- Speed of support.
- Pricing.
- Scalability.
- Features
- Agility
- Out of the box integrations are limited.
- Can be difficult to connect to other ITIL solutions.
- iOS app can be hard to navigate.
September 25, 2022
Freshservice- Stands true to its name!
Freshservice has been used as a ticketing system for a helpdesk in my organization for the IT department plus, it provides asset management and keeps a track of your management system providing a unified complete management system for your organization. IT helped provide our company with great service delivery, and my company was extremely satisfied with the solution.
- Ticketing system for Helpdesk.
- Asset Management.
- Hardware and software Management.
- Reporting
- There should be an added feature of customization.
- Reported and assigned tasks can be shown in a better way.
- Not much room for improvement, its very easy to use and user-friendly.
November 09, 2021
Freshservice: If you can't measure, you can't improve.
Freshservice is being used primarily as a Helpdesk Ticketing system for my IT Dept. Though at the same time it also is used for change management, asset tracking, solution knowledgebase, and resource scheduling. It addresses one of the primary issues facing inhouse IT Dept today, which is when the executive team looks at you and says either "Everything is working, what do we need these guys for?" or "Everything is broken, what do we pay these guys for?" by allowing you to measure what you do on a day to day basis quickly and easily.
- IT Ticket Management
- IT Asset Management
- Solution Knowledge-base
- Coding of tickets to meta data could be made quicker by easier display of tickets
- The ability to edit the grid of tickets is great but if more columns could be edited it would be perfect
- If there would be a way to auto alert your manager when someone else is coding tickets for the more stubborn techs so we can force the users to put in their own tickets it would be great.
April 09, 2021
Freshservice will transform your business
Score 9 out of 10
Vetted Review
Verified User
Freshservice is used across the entire organization. It was first implemented by the IT department but after 2 years has evolved into a full corporate infrastructure support platform. It provides a single place to find support for all infrastructure needs on a global scale.
- Low/No code automation.
- Easy to navigate GUI.
- Robust feature set and native integrations.
- Ability to add notes into workflows.
- More options for conditions in automations.
We use Freshservice's asset database feature and it allows us to maintain a holistic view of our stock. The service desk feature of course for my team to manage calls as well as its knowledge database.
- Management of tickets.
- Analytics and reports.
- Asset management.
- Auto generate default report templates ( it's a bit complicated).
- Nicer view of asset management.
- Approvals - this should prompt or have another section that alerts management or via an app.
March 31, 2021
Asset Management and Incidents/Service Requests
Freshservice is used by our digital support department and our marketing department. Digital support uses it to store solutions, assets, receive and process incidents, service requests, problems, etc. We originally had our assets in an Excel sheet. Since using Freshservice, it has helped let us see where everything is located and is easy to update compared to messy lines in Excel.
The incidents portal is the most used, as it is how the rest of the company keeps in contact with us about any IT issues they have. Solutions are also handy, as our procedures were kept in SharePoint, where they were hard to find and load. Placing them in Solutions has allowed us to actually reduce the amount of content we had, as we use a lot of similar processes for many deploying situations, and were able to link to the one process rather than copying and pasting everywhere.
The marketing department is using it for the service requests portion, which has solved their issue of getting emails to individual people in the team all over the place.
The incidents portal is the most used, as it is how the rest of the company keeps in contact with us about any IT issues they have. Solutions are also handy, as our procedures were kept in SharePoint, where they were hard to find and load. Placing them in Solutions has allowed us to actually reduce the amount of content we had, as we use a lot of similar processes for many deploying situations, and were able to link to the one process rather than copying and pasting everywhere.
The marketing department is using it for the service requests portion, which has solved their issue of getting emails to individual people in the team all over the place.
- Clean look; easy to read and see information
- Different aspects work well together
- Assets portion is easy to manage
- More customization on fields for asset management
- Solution interface is very basic and sometimes formatting gets messy
- The filtering and search functions don't work well together; as soon as you filter, you lose the ability to search
March 30, 2021
Freshservice gave our IT Service Desk a fresh start
Score 9 out of 10
Vetted Review
Verified User
This is used by the IT department as our ITSM.
- Ticket auto assignment.
- Ease of implementation.
- User friendly Self Service portal.
- Agent dashboard.
- Limited workflow options.
- Agent out of office notification on ticket responses.
- Integrating asset management.
- Project management dashboard.
Freshservice has been a game changer for our CRM support team. We provide 24x6 internal support to Salesforce users. With Freshservice we've been able to customise and implement a system that works exactly the way we want. Specific categories of issues, automation, SLA's, workflows. Using their incredible analytics tool we're able to chop the data up in hundreds of different ways which has helped us improve as a team, spot trending issues & deliver training to reduce our case volume for specific types of issues.
Freshservice customer service is impeccable. I've never experienced a greater customer service journey with any other vendor.
Freshservice customer service is impeccable. I've never experienced a greater customer service journey with any other vendor.
- Automation: If your work has patterns, leverage the power of their workflows to automatically assign - SLA's, categories, to a specific user, and even send back the solution response automatically.
- Analytics: amazing to visualise your data and cross reference against previous time stamps. I can see that our SLA's are going down and our case volume is increasing month on month.
- Surveys: In customer service, there's rarely commission and we usually live for the rare opportunity someone thanks us. My team have received over 200 positive survey results in Q1 of 2021 and it makes a huge difference to morale.
- Customisation: We've been able to do things Freshservice haven't with their own tool. We've literally asked them "can you do this?", they've said no and I've built a method of delivering it. The tool is as good as your capability.
- Analytics: Some inconsistencies in the data and Freshservice have acknowledged it's an issue on their side and haven't given us any idea on a resolution.
- Portal customization: It's awful. Needs to be drag and drop. Or at least make it more intuitive to create your own. You know it's complicated, when there are people selling their designs to you. HOWEVER - We contacted their support channel and they made ours for us so yeyyyy.
Freshservice is currently implemented within the IT department of our business, and assists with collating and collaborating with various different faucets of IT, from data protection, infrastructure, technical support & cyber security.
- Freshservice is full of ways to make all of our processes more efficient, from the knowledge base to workflow automations.
- Being able to incorporate our knowledge base articles in a couple of different ways has proven to be far more useful than we expected as it gives us the option to tailor our approach depending on the user's needs.
- I think the email commands in freshservice are cumbersome and difficult to use, I believe there should be an easier way to include these in email tickets, we have found ways around this thanks to the workflow automator, but simple things like the ability to @agent_name in the subject or body of text to automatically assign a ticket would be great out of the box!
- I believe a subscription service for the virtual agent is a very poor call, paying a bill per nth amount of suggestions is ridiculous on top of paying for a yearly license.
- We would like to see a feature which allows us to enable or disable an agents ability to turn off their ticket auto-assign, as this can cause issues when agents forget to switch them off, or turn them off when they shouldn't.
November 20, 2020
Recommended product
Our agency as a whole uses Freshservice to manage needs throughout several departments. Our IT, Facilities, and EHR Support all use this platform to manage issues or projects. End users submit tickets for their needs and also have the ability to search our solutions for answers to frequently asked questions.
- Easy to set up ticket types
- Solution center is great for FAQs
- Users can manage their own tickets
- Ability to sort tickets to different departments
- The BOT for chatting is not very useful and would be beneficial
February 18, 2020
Freshservice: a Fresh approach to Servicedesk
We use Freshservice as our primary IT servicedesk location organization-wide. We support personal PC's, corporate applications and services and business offices. We support our members who are distributed across the globe and our offices, located in all US time zones with a very small staff of agents. Freshservice provides us a platform to respond to support and troubleshooting responses when the users need support, despite the time zone differences, with some of the platform features. We leverage the workflow automations, solutions catalog, canned responses and the mobile app to provide help any time day and night.
- Canned solutions allow our agents to prepare detailed answers that we use often which contain protected information we don't want published on our more public solutions.
- The ability to insert a solution or canned response with a click speeds our responses to our users. We often create one response to a new issue and then save that as a canned response, which we use to create a more public solution. This allows the troubleshooting performed by one agent to instantly become available for all agents.
- Workflow automations are great but sometimes we have trouble with the ordering and workflows are applied incorrectly when multiple issues are reported in a single ticket.
- We don't find the built-in reports helpful and would like to be able to build reports based on additional fields or even keywords.
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.
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.