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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

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Reviews and Ratings

(223)

Attribute Ratings

Reviews

(1-3 of 3)
Companies can't remove reviews or game the system. Here's why
Score 8 out of 10
Vetted Review
Verified User
Incentivized
Freshservice is a great alternative to pricier alternatives to manage your IT (or ITIL) processes and do more than just handle service tickets. This is a more complete solution than the helpdesk product they also offer (Freshdesk) as you can go deeper into IT Operations and manage your assets more efficiently.
  • Complex ITSM with tons of service to better serve your employees
  • Affordable solution to do a lot without breaking the bank
  • Optional PPM features for small scaled projects
  • Can get a bit confusing when integrated with other "Fresh" products
  • PPM features are quite limited and may not be worth it at all
  • Limited number of marketplace apps compared to Freshdesk
Freshservice is best for small to medium-sized companies willing to set things straight from the beginning. The true strength of Freshservice is the ability to integrate the different "Fresh" products together and offer plenty of support channels to your employee without spending too much either. That also makes it easy to follow ITIL standards.
  • Fair pricing
  • Advanced CMDB features (asset management)
  • Change control workflows (on top of incident mgmt.)
Incident and problem management (7)
72.85714285714286%
7.3
Organize and prioritize service tickets
80%
8.0
Expert directory
70%
7.0
Service restoration
70%
7.0
Self-service tools
80%
8.0
Subscription-based notifications
80%
8.0
ITSM collaboration and documentation
60%
6.0
ITSM reports and dashboards
70%
7.0
ITSM asset management (3)
63.33333333333333%
6.3
Configuration mangement
70%
7.0
Asset management dashboard
70%
7.0
Policy and contract enforcement
50%
5.0
Change management (3)
70%
7.0
Change requests repository
70%
7.0
Change calendar
60%
6.0
Service-level management
80%
8.0
  • Better time-to-value
  • Clear transparency on the approved changes
  • Traceability for audit purpose
We found Freshservice to have the best balance between pricing and features. While you don't get nearly as many possibilities as with ServiceNow (e.g., the ability to build nearly any type of workflows from end-to-end), the solution is quite user-friendly with not much of a learning curve for employees. The support is also quite responsive and the developer's community is helpful.
April 29, 2022

Freshservice IT is !

Score 6 out of 10
Vetted Review
Verified User
Incentivized
Freshservice is the ticketing system that replaced Jira in our organization. Currently, it is the only system that is used for incident tracking tickets, development tickets, test cases, change control tickets, and many more. We have customized the tool to engage across different departments like HR, IT, Consulting, etc within our organization.
  • Create tickets
  • Manage tickets
  • Create BI Reports
  • Change Management
  • Maintain Test Scripts
  • Analytics definitely needs improvement. It doesn't reflect changes in underlying data spontaneously. There is a considerable amount of delay which results in misinformation
  • Freshservice API is not robust. The security information can be easily subjected to breach
  • Workflow built-in tickets are not robust. Introducing any change to workflows is not user friendly
Freshservice definitely needs some serious improvements, especially in the analytics space. We always have trouble getting the up-to-date results from Freshservice on our analytics dashboard. This often results in misinformation during our daily monitoring calls. Another area for improvement is the ease of workflow. Freshservice has come out of the box with workflow capabilities but it can still improve on customization.
  • Incident Tracking
  • Service request Tracking
  • Change Management
  • Test Case Tracking
Incident and problem management (7)
61.42857142857143%
6.1
Organize and prioritize service tickets
70%
7.0
Expert directory
60%
6.0
Service restoration
60%
6.0
Self-service tools
60%
6.0
Subscription-based notifications
60%
6.0
ITSM collaboration and documentation
70%
7.0
ITSM reports and dashboards
50%
5.0
ITSM asset management (3)
73.33333333333333%
7.3
Configuration mangement
80%
8.0
Asset management dashboard
70%
7.0
Policy and contract enforcement
70%
7.0
Change management (3)
80%
8.0
Change requests repository
80%
8.0
Change calendar
80%
8.0
Service-level management
80%
8.0
  • We heavily rely on an analytics dashboards for tracking our daily management metrics. But Freshservice is posing a challenge in that space. This has been negatively impacting our ROI
  • Asset management public API could have better security management capabilities
  • Workflows should be easy to customize
  • Jira Service Management (Jira Service Desk)
We went with Freshservice against Jira for cost efficiency. Freshservice was cost-effective for the same set of features that the Jira cloud offered. We wanted a tool to manage our patch testing test cases more easily without purchasing an additional plug-in as Jira and Fresh Service offered an out-of-the-box feature. This is a great plus for us in terms of ROI.
Jira Service Management (Jira Service Desk), BMC Helix ITSM (Remedy)
Score 8 out of 10
Vetted Review
Verified User
Incentivized
We utilize most of Freshservice's features including asset management for hardware and software, helpdesk support, reporting, and service requests. We needed a central location to manage all of these items to better align with ITIL/ITSM in our organization and simplify the processes.
  • Asset Management
  • Ticketing
  • Service Request
  • Automation
  • Integration
  • I wish reporting was more verbose with the lower tiers of the service
  • Support for the product can be very hit and miss
  • Assets packs are too large
Small-medium businesses that are looking to improve their helpdesk, asset management should look no further than the price per agent and asset packs along with its feature set. We utilize the automation provided by "Workflow Automation" and its many integrations. We also take advantage of its API to integrate our other processes with this application.
  • Workflow automation
  • Integrations
  • Asset Management
Incident and problem management (7)
80%
8.0
Organize and prioritize service tickets
90%
9.0
Expert directory
60%
6.0
Service restoration
70%
7.0
Self-service tools
90%
9.0
Subscription-based notifications
80%
8.0
ITSM collaboration and documentation
90%
9.0
ITSM reports and dashboards
80%
8.0
ITSM asset management (3)
56.66666666666667%
5.7
Configuration mangement
90%
9.0
Asset management dashboard
80%
8.0
Policy and contract enforcement
N/A
N/A
Change management (3)
50%
5.0
Change requests repository
90%
9.0
Change calendar
N/A
N/A
Service-level management
60%
6.0
  • We have streamlined (and automated) most common service requests
  • We have integrated with our other systems to improve our 'birds eye view'
  • We have improved on our proactive remediation
Freshdesk works really well for ticketing, but that's it. It doesn't have most of what Freshservice can offer. You miss out on asset management, lots of automation features, and service requests. However, its API is just as robust as Freshservice and integrates nicely with Microsoft Power Automation Flow which also external automation of some tasks.
ConnectWise Control (formerly ScreenConnect), Microsoft Endpoint Manager (Microsoft Intune + SCCM), Palo Alto Panorama, Microsoft Defender for Cloud Apps (formerly Microsoft Cloud App Security), Microsoft SharePoint, Microsoft Defender for Endpoint (formerly Microsoft Defender ATP)
110
They represent end-users and agents. Everyone from the c-suite all the way down to temporary contractors or helpdesk agents. We are looking at more ways to expand our usage of this product where it makes sense and can help the business.
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