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 70)
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Score 9 out of 10
Vetted Review
Verified User
Freshservice is a cloud-based IT service management (ITSM) platform that helps organizations streamline their IT operations and provide better support to their employees and customers. It offers a range of features, including incident management, problem management, change management, asset management, and more.
Freshservice is well suited for organizations that need a comprehensive, easy-to-use ITSM platform to manage their IT operations and support their employees and customers. It is particularly well-suited for organizations that have a large number of IT assets, as it allows them to track and manage these assets in a centralized location.
Some specific scenarios where Freshservice may be well-suited include:
  1. Organizations that need a way to track and manage IT incidents and problems: Freshservice's incident and problem management features allow organizations to track, prioritize, and resolve IT issues in a timely and efficient manner.
  2. Organizations that need a way to manage IT changes: Freshservice's change management features allow organizations to plan, schedule, and execute IT changes in a controlled and structured way.
  3. Organizations that need a way to track and manage IT assets: Freshservice's asset management features allow organizations to track and manage their IT assets, including hardware, software, and licenses.
Score 10 out of 10
Vetted Review
Verified User
For IT management is perfect. It helps managers to have the whole picture of the current tickets situation for the helpdesk department. It also helps tracking the status of each tickets and also helps manager to identify those tickets that are stuck.

I don't think Freshservice could be used for other scenarios than helpdesk/IT related requirements. But there are others more suitable for that like Freshdesk.
Score 10 out of 10
Vetted Review
Verified User
Currently, all our needs in terms of tickets are covered pretty well. Would be great to develop the Project option, as it is currently too simple and is not used as much as it could be used. We set up notifications and they work very good, but sometimes there are too many of them and users can loose their requests. Would be great to have separate email address names for different scenarios - i.e email on approachin deadline would come from "Reminder email", email notification on a new task would come from "Task" email and so on.
In general FS suits our needs.
Score 10 out of 10
Vetted Review
Verified User
In our monthly reporting meetings, we can quickly present our annual trending on tickets, present what our monthly spend is on IT and onboard new users professionally as we capture all tasks necessary for new starters.
Score 10 out of 10
Vetted Review
Verified User
Ticket management is so well put together! It's easy to create, work and wrap up tickets in an efficient manner.
Inventory management is helpful and provides us info that we need on the fly to help our customers better.
Issue management other than IT, we rolled Freshservice out to several departments where the workflows and structure were well suited to handle their issues easily and efficiently.
I struggle to think of a scenario where it is less appropriate, unless it's where the users just won't use it!
Richard Way | TrustRadius Reviewer
Score 9 out of 10
Vetted Review
Verified User
Freshservice is very user friendly. Our technicians love it. It is easy to go in and see what work in new, pending, or completed. Since you can sort tickets by department, you are able to see where most of your issues come from and develop patterns and behaviors of users.
Score 10 out of 10
Vetted Review
Verified User
Freshservice is a pretty easy software to use. Within a matter of a few hours, I have a general sense of how the interface worked. I was able to train my colleague fairly fast given the ease of the software itself. After installing the client software on a device it creates a very simple way of tracking assets and being able to have full details on the device itself such as serial number, model, OS, last person to login and the last time it touched base with the server. This is searchable by device name which makes it a little easier to narrow down the search.
November 29, 2022

Freshservice rocks!

William Stein, CETL | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User
Our users are able to email their problems to a specific address that automatically generates a ticket. We really appreciate this feature for our staff. This gives our staff a one-stop shop for any problem they have. The ticket is then automatically assigned to the proper agent based on location. It works great!!
Score 10 out of 10
Vetted Review
Verified User
Freshservice is great for environments where there is a need for tickets and tracking such as in Information Technology, perhaps in an mechanic setting to track jobs and when they are resolved or require more. I wouldn't use it in a setting where not much tracking or problem/solution type scenarios may not be as great.
Score 10 out of 10
Vetted Review
Verified User
Freshservice is perfect to manage incident and service request lifecycle. Integrated with AD, it allows you to easily automate approval requests and to manage ticket statuses at all stages. Freshservice configuration is super easy: workflows, forms, canned responses, SLA, priority matrix and more, it is super easy to move around the admin panel and to get where you want to go quickly.
Score 10 out of 10
Vetted Review
Verified User
Simple setup quick to get up and running. Users can access and use with little training Support from FreshService helpdesk is expellant, fast and they know there stuff.
Score 10 out of 10
Vetted Review
Verified User
Freshservice works great in fast-paced environments where you frequently need to make changes to your service catalog, or quickly create automations to resolve dynamic situations.

Also if you want your agents and your users to have the excellent experience of using a modern well thought-out ticketing system, Freshservice is second to none in this area.
Chris Rainger | TrustRadius Reviewer
Score 9 out of 10
Vetted Review
Verified User
Easy to recommend. Especially if it's an in house IT team needing to run up a full ITIL solution. We had our full help desk operational in a few hours and by day's end we had stopped looking at the email inbox. It's perhaps not a full feature at solutions for companies supporting many other companies.
Michael O'Riley | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User
Freshservice works well for an internal IT department tracking problems and helpdesk tickets. It is great for implementing approval workflows and workflows for resolving issues. Having a repository for solutions article that is easy to search for users and IT department. Asset tracking provides the IT department a way to view reoccurring issues. The integration with MS Teams allows users and IT to quickly submit and resolve helpdesk tickets.
Score 9 out of 10
Vetted Review
Verified User
Freshservice is a ticketing helpdesk system that can be used by small, mid, and large companies for Helpdesk systems. It helps in smooth service delivery and keeps the organizations up and running. Employees log the tickets, and tasks are assigned to the respective groups within the organization. It is very easy to use and has a very friendly user interface.
Nic Mair | TrustRadius Reviewer
Score 9 out of 10
Vetted Review
Verified User
I think it's perfect for small to medium looking to streamline functions and processes, via a consistent approach, linked to a known framework (ITIL) yet don't want a beast of an application. Freshservice can be implemented very quickly and no expert knowledge is needed. It's very simple to set up and administer, without losing functions.
Score 9 out of 10
Vetted Review
Verified User
For standard helpdesk/IT request processes Freshservice is very well suited and a great tool to use. Potentially if the request is complex it may be best handled outside of Freshservice. Similarly, a request can be a little more difficult to track/follow when there are many touchpoints/teams who have to handle it however it is still quite capable of managing this situation.
Michael O'Riley | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User
Tracking user issues and having a log of issues to reference for resolving issues quickly. It is easy to communicate with users through the system with users. Escalating issues to a higher level of expertise can easily be accomplished within Freshservice. The application fits all different size companies, small or large size businesses. Another feature that makes Freshservice stand out is it is a web-based application, so no software installation is needed, but it can be a security concern as well.
Score 9 out of 10
Vetted Review
Verified User
FreshService is a fantastic tool for EUS (End user support) ticketing system. It allowed everything to be viewed in one spot. From communication to the end users to add additional support members to the ticket request. It works great with Asset management, and KB or knowledge base informational hub. However, for Engineers, it does lack project-level organization and timeline management.
Score 9 out of 10
Vetted Review
Verified User
support is usually fast, except on afternoons on Fridays. Definitely helps to sort out multiple emails coming in and put them in the proper groups for help. It could help if they build in some more AI recognition to help with redirecting messaging better. Also if they separate out their chatbot from the main automation then it would be awesome.
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