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
We use Freshservice as an ITSM suite. It has everything you need to manage your IT department Ticketing, Problem management, Knowledge Base, Project Management, CMDB, etc.
We started using the ticketing module and we use more and more functionalities every day. Todays we use the Project Management Module and it's great.
December 01, 2022

Delivers on it's promises

Score 8 out of 10
Vetted Review
Verified User
Freshservice has allowed us to increase our ITIL maturity within a short period of time. The workflows allow the customisation we require in our unique organisation. The product has even impressed the other departments within our organisation so much they are looking to on board as well.
Score 10 out of 10
Vetted Review
Verified User
Freshservice is used as ITSM tool to address IT issues and service requests. Freshservice is also used as a tool for controlling and implementing IT projects. The previous ticketing system was not as user-friendly as Freshservice. Freshservice helps to automate tickets routing to particular IT specialists, some pre-set scenarios help to action a ticket in one click. It is also useful to create routing of a ticket by business process.
Score 10 out of 10
Vetted Review
Verified User
Prior to FreshService, the business used spreadsheets and email to log, track and manage tickets and changes. We were unable to see any trends or perform any root cause analysis as the data was held in multiple repositories. Also, we had no way of tracking our assets and software, again this information wasn't updated which resulted in over-licensing.

All our users are now able to see the status and any updates on their tickets, they also have access to the knowledge base which means that they don't even need to log a ticket in the first place.
Score 10 out of 10
Vetted Review
Verified User
We use Freshservice to centralize and prioritize issues with IT and other processes throughout the organization. We initially started using it for Helpdesk issues but found its efficiency extremely helpful to other departments to address their issues as they arose, and the rollout to other departments was incredibly simple. Our helpdesk is an extremely small group (less than 5) and we can reliably support upwards of 500 users quickly and efficiently.
Score 8 out of 10
Vetted Review
Verified User
Freshservice makes working in IT alot easier. It offers several features, my favorites being the Asset management recordings and being able to easily view performance and how agents are doing overall. The report features offer some exceptional data statistics which can definitely help in seeing whats majorly impacting on an organization and which areas need to be focused on improving/automating.
Score 10 out of 10
Vetted Review
Verified User
Freshservice is our help desk software and the main way we manage assets. We install the client on each device and in turn that drops the specs of the machine into the system. On a day-to-day basis we receive and answer help desk tickets and as they are worked on can stay in varied states until completed. Users submit a ticket and depending on who gets to the ticket from within our team, they are assigned. Sometimes tickets are assigned by me as the manager.
November 29, 2022

Freshservice rocks!

William Stein, CETL | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User
I am extremely pleased with our implementation of Freshservice! This product has literally transformed our tech department from good to great. If customer service is your thing then you need to take a look at Freshservice. It is easy to use, contains valuable analytics, and provides end users with the communication they need.
Score 10 out of 10
Vetted Review
Verified User
We use Freshservice as a Technology Help Desk Solution, it is a one stop solution that allows us to monitor and track tickets as well as communicate with our end users easily and seamlessly. It also offers a great selection of reporting with average resolve times and tickets handled by agent. One feature that is useful and recently implemented is the ability to see who is viewing a ticket and if someone is responding to a ticket so that duplicate responses are not input at once.
Score 10 out of 10
Vetted Review
Verified User
We currently use Freshservice as an incident and service request management, problem management, knowledge management, change management and IT asset management system. Fresh is also the main portal allowing our end users to request IT support or to obtain self-service. It allows IT and other shared services to support the company more effectively and it helped us streamlining multiple IT processes. We have around 80 agent seats in Fresh and over 5000 active users, employees and contractors.
Score 10 out of 10
Vetted Review
Verified User
Its only used in one part of organization and we currently only use the Change Management module, but I hope to expand this over the coming months/years. The biggest problem was getting authorisation to use a different toolset than rest of group, although there was was not preferred company tool. This actually was quite easy when I listed our needs and the compared it to other major competitors toolsets as Freshservice was far cheaper and with the added bonus of very easy to customise (something we could do inhouse). The licencing model and flexibility was also another major deciding factor.
November 18, 2022

One tool fits all

Rob Buurman | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User
Freshservice is our ticketing-system. All incidents and service requests are being registered in Freshservice. It's our asset management tool, containing information about who is using-what. Now with everyone working from home, we needed a IT support tool, Freshservice is web based, has apps for mobile devices and gives the end user a smooth way to report any issues. The IT Servicedesk can keep track on all reported issues and is able to provide adequate support.
Score 10 out of 10
Vetted Review
Verified User
We use Freshservice as our ticketing system for IT support requests, onboarding and off-boarding. Freshservice does a fantastic job right out-of-the-box and allowed us to build a service catalog in a very short time. This helps us advertise to our users the services that we offer, and collect all the information we need from the user up-front, which typically enables us to fulfil the request in one touch, without needing to ask questions right from the start.
Chris Rainger | TrustRadius Reviewer
Score 9 out of 10
Vetted Review
Verified User
Currently, we use Freshservice in our IT Department as our in house ITIL solution. It allows us to support 300 staff in non-technical roles. It replaced us using just email, resulting in tickets getting lost. We also required an ITIL solution to meet Government Contract obligations.
Michael O'Riley | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User
We utilize Freshservice for our corporate helpdesk ticketing system. It helps prioritize my IT staff workloads. Additionally, it is a great repository for out solutions articles for our users and IT department. The workflow capability helps us create simple approvals for IT processes. Trackability of assets with asset tags.
Score 9 out of 10
Vetted Review
Verified User
Freshservice has been used as a ticketing system for a helpdesk in my organization for the IT department plus, it provides asset management and keeps a track of your management system providing a unified complete management system for your organization. IT helped provide our company with great service delivery, and my company was extremely satisfied with the solution.
Nic Mair | TrustRadius Reviewer
Score 9 out of 10
Vetted Review
Verified User
Prior to Freshservice, client incident and problem management were done via an Open Office document, this presented many challenges. When we where looking for a service desk application, we wont something that was simple, yet powerful and offered a range of functions. Freshservice fitted that requirement as it enabled us to record, report and manage our service desk activity in a way we previously could not.
Score 9 out of 10
Vetted Review
Verified User
We use Freshservice as our primary helpdesk platform that managed all requests from our business to IT. These requests vary widely and include 24/7 support requests from individuals, requests for access to systems, requests for provisioning software/infrastructure, and requests for system changes/enhancements etcetera. The platform supports is configurable to support all these kinds of requests (tickets).
Michael O'Riley | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User
We use Freshservice for multiple areas. For instance, users can submit a helpdesk ticket within the Freshservice portal or with the Microsoft Teams application. It allows us to track and report various metrics with tickets. Freshservice has the capability to create solutions articles to document process and procedures. Freshservice is a great tool for users to submit service request like new employee onboarding or terminations and have automated process attached to those request. A change management system is included to track software or hardware changes within your environment. There is a asset management system for the IT department which includes inventory, software, contracts and purchase orders. Lastly it has a Project Management system to track projects.
Score 9 out of 10
Vetted Review
Verified User
Our IT support Org uses FS (FreshService). We have currently implemented the Work experience folks, People Operations, and some of the Engineering involved as well. The only difficulty so far has been getting everyone onboard into this centralized tool which would help consolidate all cases into one spot. Then finding information within one centralized location can increase productivity and miscommunications.
Score 9 out of 10
Vetted Review
Verified User
We use it as a ticketing helpdesk for multiple departments within the company. It helps us to track current issues, existing issues, etc. We use it to provide timely support to our end users who are experiencing issues they need help with. It has greatly increased the speed of us assisting and getting the problem resolved.
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