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
View PricingOverview
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
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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
- About
- 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
(1-3 of 3)Companies can't remove reviews or game the system. Here's why
November 18, 2022
Buy and Build to fit you organisation cheaper and quicker than it takes get the bigger companies to respond to your enquiry
Its only used in one part of organization and we currently only use the Change Management module, but I hope to expand this over the coming months/years. The biggest problem was getting authorisation to use a different toolset than rest of group, although there was was not preferred company tool. This actually was quite easy when I listed our needs and the compared it to other major competitors toolsets as Freshservice was far cheaper and with the added bonus of very easy to customise (something we could do inhouse). The licencing model and flexibility was also another major deciding factor.
- Allows the user (with admin rights) to customise and change workflows very easily
- Licencing model is very flexible allowing quick changes as demand changes
- User Support
- Able to change some of the built in reports (example CAB agenda)
- The calendar view could be more configurable
- Limit on PDF report - 100 lines, although OK to export in CSV so not a deal breaker.
52.857142857142854%
5.3
46.66666666666667%
4.7
80%
8.0
- Much better understanding of change success factors
- Increased service availability
- much more time saving automation
- BMC Helix ITSM (Remedy) and ServiceNow IT Service Management
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..
15
Just the change management part of the ATM management
15
All only need basic training as currently we only use a small part of what we hope later. We hope to roll out to more of the business
- Cost
- ease of use
- able to manage admin and customisations internally
November 18, 2022
One tool fits all
Freshservice is our ticketing-system. All incidents and service requests are being registered in Freshservice. It's our asset management tool, containing information about who is using-what. Now with everyone working from home, we needed a IT support tool, Freshservice is web based, has apps for mobile devices and gives the end user a smooth way to report any issues. The IT Servicedesk can keep track on all reported issues and is able to provide adequate support.
- Web-based : issues can be reported from any device
- Mobile apps : issues can be reported by using an app and reported issues can be tracked by the user
- Asset-management : a Probe scans the devices and maintains installed software on devices
- Maintenance of software assets : Freshservice reports the installed software, but if a device is retired, the software remains registered in the software assets. It would be better to have an option to clean it up.
- Software assets are registered per software-release : there is no way to get an export of one software-asset at once, you have to export them per release. In case of programs like Firefox it's time consuming
94.28571428571429%
9.4
76.66666666666667%
7.7
70%
7.0
- Freshservice costs less than our previous support tool
- Because Freshservice offers a lot of options OOB, we now do things we never did before, like asset management or proper authorization
- Freshservice helps IT to get to a higher level
500
All users use Freshservice : it's the source for questions, issues and information.
4
4 Servicedesk agents are able to manage it all
- Employee On- and Offboarding
- Requests for new software
- Request for access
- most assets are kept up to date in FreshService (pc's and laptops)
- users can use FreshService on the mobile app
- we are looking at orchestration
Yes
Topdesk. We had a discussion with Topdesk about renewing licensing, which made us look for an alternative.
- Price
- Product Features
Pricing : it had to be cheaper than TopDesk
i would do the same way
- Implemented in-house
No
Change management was minimal
- in fact it was very easy to do, no issues found
it's all included
During the start FS helped us with our workflows. It's just a matter of understanding how it works, after that we were able to do it ourselves.
- creating Service Requests
- creating approval workflows
- integration with 3rd party apps
- did not find any
Yes
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.
90%
9.0
80%
8.0
90%
9.0
- Improved efficiency of corporate infrastructure teams.
- Improved metric and data analysis.
- Improved collaboration and communication.
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.
100
All corporate infrastructure teams: IT, HR, Finance, Facilities, Development.
5
IT skillset is a prerequisite for Freshservice support.
- New user on-boarding.
- Application access/provisioning.
- Break/Fix support queries.
- Finance teams have found great success in using Freshservice.
- New orchestration features allow for native integrations with other parts of our cloud stack.
- Project management.
- Bug tracking/development.
Yes
HappyFox ticketing/support solution. HappyFox was not geared toward a global organization and lacked automation and reporting/analytics features that our organization needed to expand our level of service.
- Price
- Product Features
- Product Usability
The native functionality was by far the best in our comparisons with other platforms. ServiceNow was the closest competitor, but it was nearly 10x the cost of Freshservice.
I wouldn't change anything about our evaluation/selection process.
- Implemented in-house
Yes
- User/agent creation.
- Agent group creation.
- Custom form creation.
- Custom application creation.
- Workflow/automation setup.
Change management was minimal
No. As far as I know there is no premium support options. The level of support we have with our current subscription is more than satisfactory.
Each time I reach out for support it is an exceptional experience!
- Workflow/automation creation.
- Creating requestable, repeatable service request items.
Yes
It works very well for on the go usage. Full administrative control is limited to desktop, but that's to be expected.