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Freshservice

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

Freshservice 10/10

10 out of 10
July 24, 2023
Incentivized
We use Freshservice to track and manage incidents and service requests. The workflow automation in Freshservice allows us to keep things …
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Best ITSM tool

9 out of 10
July 21, 2023
Incentivized
We use this application for our internal ticketing tool and for our customers.So far it is very smooth experiance with Freshservice.
It is …
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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 (112)
    9.0
    90%
  • ITSM collaboration and documentation (93)
    8.6
    86%
  • Self-service tools (102)
    8.4
    84%
  • ITSM reports and dashboards (97)
    8.3
    83%

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

$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
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Features

Incident and problem management

Streamlining ticketing and service restoration processes

8.2
Avg 8.2

ITSM asset management

Managing all IT assets and enforcing policy rules

7.7
Avg 8.2

Change management

Ensuring standardized processes for making changes to IT infrastructure

8.2
Avg 8.4
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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 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

Screenshot of Android App SupportScreenshot of Asset ManagementScreenshot of Project ManagementScreenshot of Asset ManagementScreenshot of Change ManagementScreenshot of Project ManagementScreenshot of Release Management

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 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).
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Comparisons

View all alternatives
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Reviews and Ratings

(223)

Attribute Ratings

Reviews

(1-25 of 80)
Companies can't remove reviews or game the system. Here's why
July 24, 2023

Freshservice 10/10

Score 10 out of 10
Vetted Review
Verified User
Incentivized
Compared to similar products I've used, Freshservice beats the competition in support, ease of setup and use, and UI. I found the other products complicated the process for setting up workflows, lacked competent support, and were just plain ugly to look at.
Score 10 out of 10
Vetted Review
Verified User
Incentivized
1. Cost - I have always had the best cost provided by Freshservice as compared to others
2. Functionality - far more functionality is provided by Freshservice
3. ITIL enabled ITSM tool with better support for different ITIL modules
4. Reporting - easiest to produce reports in Freshservice
5. Workflows - Workflows are far superior and easier to configure as compared with other products

Service Now is great for the above as well, but it comes at a far greater cost as compared.
Score 9 out of 10
Vetted Review
Verified User
Incentivized
Let's say that all these products today are designed for all-round IT service management. I don't think it's correct to talk about other products and make a comparison with Fresh Service, I don't find it correct but what I can say is that I think Fresh Service is very valid compared to others products on the market. Among other things, another issue that has not been mentioned and which I believe is important is the economic aspect. The costs are absolutely manageable even for not so particularly rich budgets
Score 10 out of 10
Vetted Review
Verified User
Incentivized
We moved from a legacy version of Trackit and there really is no comparison. Freshservice is head & shoulders above Trackit. When we decided to switch from Trackit, we initially decided on Zendesk, but ran into some issues with their contract team. They were difficult to work with and acted as if they didn't want our business. Freshservice was very easy to work with prior to ordering. Additionally, their features were better suited to our situation. Freshservice made it very easy to evaluate and come on board.
Score 10 out of 10
Vetted Review
Verified User
Incentivized
I've used monday.com for ticketing, but Freshservice is made for it and the asset management feature adds value. NinjaOne's ticketing is not built out so we only use it for its RMM features. Atera has a nice ticketing platform and looks similar to Freshservice but they do not have an onboarding feature and other integrations that Freshservice has.
Andy Wong Wing Cho | TrustRadius Reviewer
Score 8 out of 10
Vetted Review
Verified User
Incentivized
Easier to implement as compared to other ITSM tool like Summit Symphony ITSM. Freshservice to be the perfect amount of customisable in the Admin portal and we can use it out-of-the-box without needing any coding knowledge to build anything, but we have used the settings to customise it to fit our business needs.
Score 9 out of 10
Vetted Review
Verified User
Incentivized
We are using SNOW at our parent company level but we find it quite complex in comparison to Freshservice and we do not have admin access to it in the same way we do to Freshdesk. Overall I prefer Freshservice but for larger corporations with large teams supporting the product I guess they may wish to evaluate ServiceNow as a competitor.
Score 10 out of 10
Vetted Review
Verified User
Incentivized
Fresh Services was a turn key product that I did not have to take months to configure. We are a small organization and did not have the man power to undertake a product that would become a major project to get off the ground.
Score 8 out of 10
Vetted Review
Verified User
Incentivized
More clear environment. Further upscaling in Freshservice is a lot easier then in other products. For example we had a lot of trouble to get the ticketing module in Odoo to a level that's as easy as Freshservice because of inherent limitations when our business exploded from support for small businesses to more global organization support.
Score 9 out of 10
Vetted Review
Verified User
Incentivized
Freshservice was much faster to get up and going compared to Jira. And the user interface was intuitive and required little time to familiarize and start evaluating. Freshservice also offered competitive pricing for non-for-profit industry that we are in (Education)
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