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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

View all pros & cons
Verified User
Technician in Information Technology
Business Supplies & Equipment Company, 201-500 employees
Verified User
Manager in Information Technology
Government Administration Company, 1001-5000 employees

Video Reviews

1 video

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

View all 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
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Features

Incident and problem management

Streamlining ticketing and service restoration processes

8.2
Avg 8.1

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 Integrations

Freshservice Competitors

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

(221)

Attribute Ratings

Reviews

(1-25 of 67)
Companies can't remove reviews or game the system. Here's why
September 19, 2023

One year of Freshservice

Verified User
Manager in Information Technology
Government Administration Company, 1001-5000 employees
Score 10 out of 10
Vetted Review
Verified User
Incentivized
Time to Value
6
we purchased the silver onboarding package and I was not impressed. Of course this is partly due to the engagement of staff delegated to the implementation.
July 24, 2023

Freshservice 10/10

Verified User
Engineer in Information Technology
Aviation & Aerospace Company, 1001-5000 employees
Score 10 out of 10
Vetted Review
Verified User
Incentivized
Time to Value
10
The barrier to entry for automation in Freshservice is low compared to other products I've used in the past. This allows me to quickly create new workflows when time is a factor.
July 21, 2023

Best ITSM tool

Verified User
Executive in Other
Information Technology & Services Company, 10,001+ employees
Score 9 out of 10
Vetted Review
Verified User
Incentivized
Time to Value
9
I am currently using this software and so far as per my experience it is very easy to customise depending on the requirements without any coding.
Onboarding and technical support is very good, if we have any issue with the setup the technical team will resolve the issue very quickly.
July 19, 2023

Freshservice gives a fresh perspective to ITIL ITSM tools

PJ
Prateek Jain
Information Technology Manager
FCB Group (Law Practice, 51-200 employees)
Score 10 out of 10
Vetted Review
Verified User
Incentivized
Time to Value
9
Freshservice's onboarding is great, enabling a much smoother experience for a new starter on their day. The collaboration of different team members in one place, executing separate tasks with inter-dependability is a great asset.

The workflows allow for tasks to be triggered at the occurrence of an event which helps keep the whole workflow in control.
July 18, 2023

Great but could be better

Verified User
Employee in Information Technology
Civil Engineering Company, 1001-5000 employees
Score 8 out of 10
Vetted Review
Verified User
Incentivized
Time to Value
7
There's room for improvement in their onboarding module. The no-code automation for tickets is good. I wish there was more support for our specific HR apps we use.
July 17, 2023

Fresh Service, the ideal partner for your company for all budgets

LM
Luca Marotti
Group Service Desk Manager
Humanitas (Hospital & Health Care, 10,001+ employees)
Score 9 out of 10
Vetted Review
Verified User
Incentivized
Time to Value
10
At humanitas, unfortunately, we are not yet using the onboarding service. We would like to roll it out next year and it will be integrated with Microsoft's Sharepoint. This integration will help us automate provisioning and deprovisioning requests for users and their related devices or objects. In fact we can't wait
July 17, 2023

Freshservice - A fresh replacement to our stale, legacy system.

RK
Robert Kulp
IT Support Supervisor
Middle Tennessee Electric (Utilities, 501-1000 employees)
Score 10 out of 10
Vetted Review
Verified User
Incentivized
Time to Value
8
Freshservice is a very extensive system, with many features and modules. As such, you have to spend effort to get it up and running. But, the company offers excellent onboarding and support to facilitate this. While it doesn't require a dedicated administrator, it does take some time and effort and this effort will pay off 10X in the end.
July 14, 2023

Freshservice meets the needs

Verified User
Administrator in Information Technology
Program Development Company, 11-50 employees
Score 10 out of 10
Vetted Review
Verified User
Incentivized
Time to Value
10
Freshservice's support is incredible. They really come alongside you and help you get set up, train you, and explore the features with you. By the time you start using it, you already feel comfortable.
May 30, 2023

New IT Ticketing System: Adopting a best practice from the ITIL Framework on Incident Management

Andy Wong Wing Cho | TrustRadius Reviewer
Andy Wong Wing Cho
Senior IT Manager
Yinson Holdings Berhad (Oil & Energy, 201-500 employees)
Score 8 out of 10
Vetted Review
Verified User
Incentivized
Time to Value
8
Freshservice able to provide the perfect amount of customisable in the admin portal and we can use it out-of-the-box without any coding knowledge build anything, but we have used the settings to customise it to fit our business needs. It's able to integrate well with PowerBI and Microsoft Azure for Single Sign On features.
April 13, 2023

Freshservice makes ITSM easy!

Verified User
Manager in Information Technology
Information Technology & Services Company, 201-500 employees
Score 9 out of 10
Vetted Review
Verified User
Incentivized
Time to Value
9
Very quick and easy to implement and easy to configure/modify. Support service is great too! I have used the email service for support and they are usually very quick to respond and point you in the right direction or do a Zoom call with you. You do not need coding skills to use this product.
April 12, 2023

Fresh install of Freshservice

AB
Andrew Barber
Service Desk Manager
Incuto (Information Technology & Services, 11-50 employees)
Score 8 out of 10
Vetted Review
Verified User
Incentivized
Time to Value
8
On a simple level the value is great foe the amount of setup time. Especially if you transfer from Freshdesk as we did. However the more advanced features such as the automated workflow and and conditions within still require alot of setup up front before seeing any rewards. Overall though I feel once it is configured the system can pretty much run its self.
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