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)8.787%
- 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
(1-9 of 9)Companies can't remove reviews or game the system. Here's why
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 19, 2023
LOW code full featured ITOM
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.
We use Freshservice as our main ticketing system for IT related issues and onboarding new hires. This product addresses a few issues in our IT department such as productivity, tracking, and reporting. Before Freshservice, our company did not use any type of ticketing system. All 'tickets' were addressed through email, teams, phone, or in person. Once we introduced this solution, our medium sized IT department was able to address tickets more efficiently between our Application Team and our Infrastructure Team. We have also expanded the use of Freshservice to include HR and Training so we can more efficiently onboard new hires. This process is automated and has contributed greatly to the success of our new hire program. Overall, this product has contributed to the continual improvement of our IT department.
- Ticket Management and Routing
- Reporting
- Easy Change Mangement
- Mobile App
December 01, 2022
Absolutely fab all rounder
Prior to FreshService, the business used spreadsheets and email to log, track and manage tickets and changes. We were unable to see any trends or perform any root cause analysis as the data was held in multiple repositories. Also, we had no way of tracking our assets and software, again this information wasn't updated which resulted in over-licensing.
All our users are now able to see the status and any updates on their tickets, they also have access to the knowledge base which means that they don't even need to log a ticket in the first place.
All our users are now able to see the status and any updates on their tickets, they also have access to the knowledge base which means that they don't even need to log a ticket in the first place.
- Incident Management
- Alert integration
- Service Portal
- Workflow automation
- Project Management - it's just a bit clunky and needs to be simpler and more intuitive
- Analytics - maybe some sample dashboards
July 21, 2022
Freshservice brings fresh air to service desks!
We use Freshservice as our primary helpdesk platform that managed all requests from our business to IT. These requests vary widely and include 24/7 support requests from individuals, requests for access to systems, requests for provisioning software/infrastructure, and requests for system changes/enhancements etcetera. The platform supports is configurable to support all these kinds of requests (tickets).
- Configurable
- Workflow/process management
- Cloud based / online access via SSO
- unsaved changes to a ticket can be easily lost
- responses received via email from users when they rate a ticket can be confusing
Freshservice is a great alternative to pricier alternatives to manage your IT (or ITIL) processes and do more than just handle service tickets. This is a more complete solution than the helpdesk product they also offer (Freshdesk) as you can go deeper into IT Operations and manage your assets more efficiently.
- Complex ITSM with tons of service to better serve your employees
- Affordable solution to do a lot without breaking the bank
- Optional PPM features for small scaled projects
- Can get a bit confusing when integrated with other "Fresh" products
- PPM features are quite limited and may not be worth it at all
- Limited number of marketplace apps compared to Freshdesk
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 30, 2021
Freshservice delivered and updates are exciting again!
In our organization we selected Freshservice to replace an aging ITSM solution. We needed something easy to implement and easy to support while still being versatile and customizable enough for our needs. We also needed more features than our previous ITSM solution offered. We run a lean IT Department so the software needed to function well without much time consuming configuration tweaks.
- Ease of use.
- Versatile without code.
- Product development.
- Support response time.
- Web Portal customization is minimal without coding.
- Bulk Asset Imports done only with Excel files (rather than a built in tool).
- Automated email formatting is lackluster. Text box is small and spacing is odd.
Freshservice has changed the way we manage IT issues throughout our organization. Easy to use, quick to set up and roll out, we had the solution ready to deploy in less than 4 hours. As it was our organization's first service desk software, it streamlined our troubleshooting process and aided in timely ticket resolution.
- Easy to navigate and use
- ITIL Support
- Numerous integration opportunities
- Limited reporting
- Asset tracking - I have found this capability to be a bit confusing.