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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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Learn from top reviewers

A decent experience overall, less satisfied end users

Rating: 5 out of 10
September 12, 2024
IncentivizedVetted ReviewVerified User
Freshservice is used to control and monitor help desk tickets. While it is used across the entire business with thousands of employees, our specific team handles a smaller seg...
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Verified user
Contributor
Freshservice3 years of experience

Freshservice- A highly customizable tool.

Rating: 10 out of 10
September 10, 2024
IncentivizedVetted ReviewVerified User
We are using Freshservice to keep track of issues raised by users and problems. We prioritize Problems by impact and number of tickets associated with it. It also helps us def...
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Verified user
Engineer
Freshservice4 years of experience

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

Rating: 9 out of 10
September 10, 2024
IncentivizedVetted ReviewVerified User
Freshservice is mainly used by our company IT ServiceDesk agents to support end users throughout all departments for office globally (Malaysia, Singapore, Norway, UK, Brazil, ...
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Andy Wong Wing Cho
Manager - Information Technology
Senior IT Manager
Yinson Holdings Berhad
Freshservice1 year of experience

Inuitive, modern ITSM tool which offers a lot of value for our time

Rating: 8 out of 10
September 5, 2024
IncentivizedVetted ReviewVerified User
We are using Freshservice for internal user support. This includes IT, Legal, HR, Finance and more. It is crucical for us to offer an easy way for users to receive support whe...
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Verified user
Administrator
Freshservice2 years of experience

A brief opinion about the ticketing platform

Rating: 8 out of 10
August 28, 2024
IncentivizedVetted ReviewVerified User
We are using Freshservice within our organization for asset management, ticket management and also for HR onboarding. Thanks to the agent deployed in the client we have more p...
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Verified user
Employee
Freshservice4 years of experience

Freshservice, the future of ITSM!

Rating: 10 out of 10
August 21, 2024
IncentivizedVetted ReviewVerified User
We use Freshservice as our service desk management tool, taking queries and issues from our market teams and using it's functionality for triaging and managing the support tic...
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Frank Mair
Consultant - Information Technology
Technical Specialist
Les Mills International
Freshservice2 years of experience

Freshservice - Great product that is customisable for Service Desk needs

Rating: 9 out of 10
August 20, 2024
Vetted ReviewVerified User
We needed to replace our service desk from Jira Service Management as we were unhappy with the lack of automation on Jira as well as the lack of plug ins to other applications...
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Verified user
Administrator
Freshservice4 years of experience

Freshservice IT Service Management

Rating: 8 out of 10
July 18, 2024
Vetted Review
As a service provider company, we not only providing services but also supports our customer on their enquiries, issue and request. With Freshservice, we are able to consolida...
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Verified user
Engineer
Freshservice3 years of experience

Easy to implement, changed helpdesk reputation for the better

Rating: 9 out of 10
September 22, 2023
IncentivizedVetted ReviewVerified User
We use leverage Freshservice as our helpdesk. It's a great option with lots of features that you can take advantage of. Not only are we accurately able to track problems and e...
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Verified user
Technician
Freshservice1 year of experience

One year of Freshservice

Rating: 10 out of 10
September 19, 2023
IncentivizedVetted ReviewVerified User
Freshservice is used primarily as our ITSM. We use it for incident tickets and service requests. We track assets using network discovery and agent deployment. Since implementi...
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Verified user
Manager
Freshservice1 year of experience

Freshservice for managing tickets

Rating: 8 out of 10
September 14, 2023
IncentivizedVetted ReviewVerified User
Freshservice is a best ticketing tool for easy to use and monitoring receive tickets. It's Dashboard visualization is easy to understand. Before Freshservice tool we was facin...
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Verified user
Manager
Freshservice5 years of experience

Fresh Service easy and friendly IT tool for your organization

Rating: 10 out of 10
August 30, 2023
IncentivizedVetted ReviewVerified User
I am super admin of fresh service for my organization. The tool is very user friendly for agents as well as admin and also for the users. before 3 years I haven't heard about ...
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Verified user
Manager
Freshservice3 years of experience

Easy to use and fully featured helpdesk

Rating: 9 out of 10
August 28, 2023
IncentivizedVetted ReviewVerified User
Freshservice is the cornerstone of our helpdesk environment. It helps us track our open tickets and ensure that our team members get prompt and accurate support. It allows for...
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Verified user
Director
Freshservice2 years of experience

Freshservice 10/10

Rating: 10 out of 10
July 24, 2023
IncentivizedVetted ReviewVerified User
We use Freshservice to track and manage incidents and service requests. The workflow automation in Freshservice allows us to keep things moving forward without the need for ma...
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Verified user
Engineer
Freshservice2 years of experience

Fantastic Bundle for you IT help desk

Rating: 10 out of 10
July 22, 2023
IncentivizedVetted ReviewVerified User
We use fresh service as a help desk ticketing system. When users have any IT requirements/ technical issues they send an email which comes through to fresh service. We also up...
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Amin Butt
Manager - Information Technology
Network Manager
Greenford High School
Freshservice3 years of experience
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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

Reviewer Pros & Cons

View all pros & cons
Verified User
Contributor in Other
Transportation/Trucking/Railroad Company, 1001-5000 employees
Verified User
Engineer in Information Technology
Telecommunications Company, 10,001+ 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 8.2

ITSM asset management

Managing all IT assets and enforcing policy rules

7.6
Avg 8.2

Change management

Ensuring standardized processes for making changes to IT infrastructure

8.1
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

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Reviews and Ratings

(239)

Community Insights

TrustRadius Insights are summaries of user sentiment data from TrustRadius reviews and, when necessary, 3rd-party data sources. Have feedback on this content? Let us know!

Consolidation of Email Tickets: Users have praised the platform for consolidating email tickets in one accessible location, improving efficiency by centralizing communication channels. This consolidation simplifies ticket management and enhances collaboration among team members.

Workflow Automation Capabilities: Reviewers appreciate the workflow automation capabilities which boost productivity and streamline processes, making task management more efficient. The automation features help users save time on repetitive tasks and ensure a smooth workflow across different teams.

Asset Management Feature: The asset management feature is highlighted as beneficial for tracking assets within a single application, providing users with a comprehensive solution for managing resources. This feature enables organizations to keep track of their assets effectively, leading to better inventory control and resource optimization.

High Cost: Users have found Freshservice AMC to be relatively expensive when compared to similar ticketing tools in the market. Some reviewers felt that the pricing could be more competitive, especially considering the available features and functionalities.

Customer Support Delays: Several users have raised concerns about experiencing delays in receiving responses from the customer support team. This issue has led to frustration among some customers who expect timely resolutions to their inquiries.

Outdated Support Resources: A number of users have expressed a need for updated support articles within Freshservice. They have highlighted that existing resources are no longer relevant due to tool upgrades, making it challenging for them to find accurate information for problem-solving.

Reviews

(1-25 of 86)
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