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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)
    8.7
    87%
  • 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

(222)

Attribute Ratings

Reviews

(1-25 of 113)
Companies can't remove reviews or game the system. Here's why
Score 9 out of 10
Vetted Review
Verified User
Incentivized
I think if you need basic capabilities, go with something like "Freshdesk" which offers similar services at the starter plan. If you need more automation or have the need to replace platforms like Zendesk for customer service, or want to incorporate multiple departments into the service, I recommend this especially.
Score 10 out of 10
Vetted Review
Verified User
Incentivized
It is great with workflow automations.
It works on distribution list email address for queue creation
need to give edit and view access for team dashboard on basic plan
Report can be well structured or automated
July 24, 2023

Freshservice 10/10

Score 10 out of 10
Vetted Review
Verified User
Incentivized
In my experience, Freshservice is well suited for teams of all sizes who wish to manage incidents and service requests from a single platform. I've found that the automation is especially useful for small teams that receive a lot of requests.
July 21, 2023

Best ITSM tool

Score 9 out of 10
Vetted Review
Verified User
Incentivized
I can say It is best suited for any size of organization who are particularly looking for large number of features like ticketing tool , asset management, self service portal, Integration with other tools, Reporting and Analytics in single tool.
For smaller organization cost may be the concern as it is subscription based software.
Score 9 out of 10
Vetted Review
Verified User
Incentivized
Due to it's scalability, Freshservice is suitable for most organisations requiring a service management solution.

Access to the code is limited therefore it might be less suited to those organisations requiring infinite configurability.
Score 10 out of 10
Vetted Review
Verified User
Incentivized
Freshservice is a complete ITSM solution. I have used some others over the years and moved away from them to Freshservice.

I have implemented Freshservice in 2 new roles over the years, and everyone has loved it. The functionality that it incorporates, enabling IT teams to become ITIL compliant is truly useful. Compared to 5 other ITSM tools that I have used over the last 10 years, Freshservice is far better.
Score 8 out of 10
Vetted Review
Verified User
Incentivized
I think for small businesses that are growing, it's a great Help Desk system. There's other systems on the market that are more mature but Freshservice I feel is competitively priced for it's target audience.
Score 9 out of 10
Vetted Review
Verified User
Incentivized
Fresh Service also fits very well in the management of tickets even by teams outside the company such as suppliers, application partners for example.I don't think Fresh Service can't be adopted in other services. In my opinion it is a very versatile and complete product. It should only improve on small things as previously mentioned
Score 10 out of 10
Vetted Review
Verified User
Incentivized
Freshservice is a set of building blocks that can be used "off the shelf" but takes a fair amount of configuration to take full advantage of its capabilities. Freshservice has excellent onboarding support as well as long-term support. It seems to be geared towards mid-size businesses, but could be a good fit for larger small businesses as well as businesses with a few thousand employees. One thing that's very impressive is the continued enhancement and development of existing and new features. These features fit in very well with the existing environment and show attention to detail in how they are designed.
Score 10 out of 10
Vetted Review
Verified User
Incentivized
If you need a support desk solution, no matter what size the company, Freshservice is a great platform. The Admin portal is easy to use for managing and setting up the core features, even setting up SSO, but it also has so many features available that you can really dial it in to do a lot more than basic support desk. Asset Management is also very helpful.
Andy Wong Wing Cho | TrustRadius Reviewer
Score 8 out of 10
Vetted Review
Verified User
Incentivized
Freshservice is easy to implement to IT use and rollout for end users. Any changes to the interface or Freshservice need to notify the customer first. I have encountered cases activation email notification was sent to users automatically with the new FreshWorks and it has caused confusion with users. Some are treated it as phishing email.
Score 9 out of 10
Vetted Review
Verified User
Incentivized
I would definitely recommend FreshService for those looking to manage the ITSM environment themselves and that don't have developer skills internally (SNOW is very complex in comparison). I would also recommend using it for teams outside of IT and making use of the business agent licensing model which is less expensive than the IT agent licensing.
Score 8 out of 10
Vetted Review
Verified User
Incentivized
The customer portal is great and the customisation it allows was really helpful in keeping the same aesthetic for our product across this service too. The UI can be quite cumbersome at points. When you have a large amount of custom tickets data it is hard to view this from within the ticket view.
Score 7 out of 10
Vetted Review
Verified User
Incentivized
Freshservice is very good at managing multiple different departments for help desk ticketing. There are multiple ways that it can be set up so that the tickets are more automated or can be controlled by a person. When trying to keep track of all assets, including peripherals, the managed asset management portion is very limited. You can scan the computer, but you still have to add a lot of information that is not scanned.
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