Freshservice

Freshservice

Customer Verified
Top Rated
Score 8.7 out of 10
Top Rated
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.
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Recent Reviews

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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 (69)
    9.0
    90%
  • Self-service tools (65)
    8.3
    83%
  • ITSM reports and dashboards (57)
    8.1
    81%
  • ITSM collaboration and documentation (59)
    8.1
    81%

Reviewer Pros & Cons

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Video Reviews

1 video

Freshservice Review: Supports Business In Addressing Recurring IT Issues
01:34
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Pricing

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Starter

$19.00

Cloud
Per Month Per User

Growth

$49.00

Cloud
Per Month Per User

Pro

$89.00

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
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Product Demos

Why Green Pastures Tech loves Freshservice
01:28
Why Judson University loves Freshservice
01:03
How Judson University transformed IT Service Management using Freshservice
01:19
Judson University's favorite Freshservice features
02:02
How Judson University transformed IT Service Management using Freshservice
01:19
Judson University's favorite Freshservice features
02:02
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Features

Incident and problem management

Streamlining ticketing and service restoration processes

7.8Avg 8.1

ITSM asset management

Managing all IT assets and enforcing policy rules

7.8Avg 8.1

Change management

Ensuring standardized processes for making changes to IT infrastructure

7.8Avg 8.3
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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 what’s most important – exceptional service delivery and customer satisfaction. In addition to supporting their service desk and ITSM needs, these customers choose Freshservice based on ease to use, speed of setup, customer service, and affordability.

Freshservice has an intuitive UI, is effortlessly configurable and customisable to meet customers’ exact requirements, and is easily integrated 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 Customer Satisfaction Survey - Improve your customer satisfaction levels with our instant surveys.Screenshot of Android App SupportScreenshot of Incident ManagementScreenshot of Asset ManagementScreenshot of Change ManagementScreenshot of Project ManagementScreenshot of Release Management

Freshservice Videos

Why Green Pastures Tech loves Freshservice?
Why Judson University loves Freshservice?
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) and the Information Technology & Services industry.
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Comparisons

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Reviews

(1-25 of 50)
Companies can't remove reviews or game the system. Here's why
November 29, 2022

Freshservice rocks!

William Stein, CETL | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User
Freshservice had one feature that none of the other products had. We were looking for the ability to integrate with Slack. This allowed us to present tickets within our Slack conversations. This is a critical piece of our process. No other vendor was providing this feature. Thank you very much.
Score 10 out of 10
Vetted Review
Verified User
Freshservice is easy to configure, easy to use, evolves super quickly and comes at a very reasonable price. Other systems we tried or evaluated were super expensive, unstable or hard to configure. I was surprised by how easy it was to implement Freshservice and to gain adoption from our users.
Score 10 out of 10
Vetted Review
Verified User
For our use much better. So much cheaper and simple to setup, up and running is days not months# being able to configure in house is a massive advantage for us and SO MUCH CHEAPER..
Score 10 out of 10
Vetted Review
Verified User
Freshservice' beats ServiceNow and Jira Service Management on two key areas: user experience and ease of use (for both users and agents) and out-of-the-box readiness.

We found that both ServiceNow and Jira Service Management require significant configuration and building to get them ready to use. In the case of ServiceNow, you even need to write AngularJS code, which is a language that has been deprecated for several years now.
November 14, 2022

UOR FreshService Review

Score 8 out of 10
Vetted Review
Verified User
We've used a few products. KACE was the system we used prior to getting FreshService, however, KACE did not have a user-friendly UI, and required someone that knew what they were doing to setup. SharePoint is a good option for small departments, we setup a ticketing system for one of our departments, but due to the number of emails they were receiving, they outgrew SharePoint really quick. FreshDesk and FreshService have been our go-to ticketing systems across campus.
Michael O'Riley | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User
SolarWinds Service Desk helpdesk ticketing system it not as easy to use. The integration is not as good as Freshservice. Solarwinds helpdesk tickets does not show related issues as well to help resolve issues. It does not have contract tracking to assist with license expiration. Asset tracking falls short within Solarwinds. As well as automated process and integration with Azure and Domain services.
Score 9 out of 10
Vetted Review
Verified User
There were many good reviews about the product, and I must say Freshservice stood truly on those reviews. Freshservice offers a more modern and intelligent User interface as compared to other solutions available in the market, giving it a positive edge. Also, Freshservice is very user-friendly and very easy to use.
Score 9 out of 10
Vetted Review
Verified User
Freshservice is much faster and sleek and easier to use. if you want easy setup go with Freshservice. if you want to have clunky, hard to edit, etc. go with ManageEngine. The problem is ME has too much stuff it offers and not enough room to fit it.
Score 8 out of 10
Vetted Review
Verified User
We found Freshservice to have the best balance between pricing and features. While you don't get nearly as many possibilities as with ServiceNow (e.g., the ability to build nearly any type of workflows from end-to-end), the solution is quite user-friendly with not much of a learning curve for employees. The support is also quite responsive and the developer's community is helpful.
April 29, 2022

Freshservice IT is !

Score 6 out of 10
Vetted Review
Verified User
  • Jira Service Management (Jira Service Desk)
We went with Freshservice against Jira for cost efficiency. Freshservice was cost-effective for the same set of features that the Jira cloud offered. We wanted a tool to manage our patch testing test cases more easily without purchasing an additional plug-in as Jira and Fresh Service offered an out-of-the-box feature. This is a great plus for us in terms of ROI.
Score 8 out of 10
Vetted Review
Verified User
Freshdesk works really well for ticketing, but that's it. It doesn't have most of what Freshservice can offer. You miss out on asset management, lots of automation features, and service requests. However, its API is just as robust as Freshservice and integrates nicely with Microsoft Power Automation Flow which also external automation of some tasks.
Score 10 out of 10
Vetted Review
Verified User
Freshservice simply meshed much better with our employee activities. Many of the others required a lot more painful integration and constant use in order to work, we have a mix of new and old users and needed a product that was flexible with the management style that we used, if we had gone with another one it would have been pretty bad. Since we chose Freshservice however it was a good way to get those more stubborn users to open up and accept change.
Score 8 out of 10
Vetted Review
Verified User
I have used Service Now and BMC Remedy. Service Now did well with ticketing but I had issues with the tool not delivering on my reporting needs. BMC Remedy was an extremely robust solution and could do just about anything that was thrown at it but needed an army of support staff to configure and maintain.
Score 9 out of 10
Vetted Review
Verified User
Freshservice's cost/feature ratio was by far the best compared to the other solutions. Better UI, more robust automation features that are no/low code, full end to end service management platform for a global enterprise.
Score 10 out of 10
Vetted Review
Verified User
We are using an old, on-prem version of Spiceworks. Spiceworks is only designed for really 10,000 tickets at most. We are well beyond that. We have simply outgrown Spiceworks. We can't use cloud Spiceworks as we need Australian data sovereignty. Freshservice is in a whole other world by comparison.
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