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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

(1-25 of 111)
Companies can't remove reviews or game the system. Here's why
Score 9 out of 10
Vetted Review
Verified User
Incentivized
  • Fresh Service helped us organize, asking users to write to a specific email. This generates a ticket on our system
  • The user is always informed on the progress of the ticket and the activities carried out. He feels more pampered
  • Within the organization we have decreased the channels of engagement and this is extremely important for an IT organization
Score 10 out of 10
Vetted Review
Verified User
Incentivized
  • Freshservice has allowed us to handle approximately 20% more tickets and incidents per month, compared to our previous legacy system.
  • Back & forth communication between our techs and end users was very poor prior to Freshservice. Freshservice has changed all that. Email and other communication is now very fluid and easy for both groups. Communication has increased significantly.
  • Supervisor reporting and management are also much better. It's much easier and quicker to get information about how things are going. The "at a glance" dashboards are very effective and I use them daily.
  • Freshservice has a technician leaderboard that has caused our techs to push themselves to surpass their counterparts. The end result is that tickets get resolved more quickly and our end users get their issues resolved faster.
Score 10 out of 10
Vetted Review
Verified User
Incentivized
  • Our President is able to look at ticket loads, statuses, and urgencies of requests. This has helped him oversee the IT department.
  • Moving from managing requests and issues reported in emails and MS Teams to Freshservice has increaesed productivity exponentially.
  • Being able to respond to users via email within the ticket has helped track communications, and the internal comments section helps IT staff and managers discuss the tickets and document approvals.
Andy Wong Wing Cho | TrustRadius Reviewer
Score 8 out of 10
Vetted Review
Verified User
Incentivized
  • Satisfied with the investment
  • User experience is good and we are currently working with the new user interface
  • Admin able to perform a great amount of customization without much coding involved to fit the business needs.
Score 8 out of 10
Vetted Review
Verified User
Incentivized
  • We have realized significant month over month improvements in MTTR.
  • Executive level dashboards are easy to build and customize.
  • Setting up and managing the Change Management process was straight forward and easy.
Score 9 out of 10
Vetted Review
Verified User
Incentivized
  • Has given us visible SLA measurements for the IT team and helped with justifications for additional resources
  • Has helped improve the services offered by other business functions outside of IT
  • Has a simple front-end portal for users to log tickets, make service requests or look up knowledge articles
Score 7 out of 10
Vetted Review
Verified User
Incentivized
  • Freshservice has allowed our organization to better track the amount of tickets that come in for a particular individual. This allows us to better support a user that is having multiple of the same issue over an extended period.
  • The communication to the user has greatly increased due to the automated messages that Freshservice has built in.
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