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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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.
| Deployment Types | Software as a Service (SaaS), Cloud, or Web-Based |
|---|---|
| Operating Systems | Unspecified |
| Mobile Application | Apple iOS, Android |
| Supported Countries | Worldwide |
| Supported Languages | Catalan, Chinese, Czech, Danish, Dutch, English, Estonian, Finnish, French, German, Hungarian, Indonesian, Italian, Japanese, Korean, Norwegian, Polish, Portuguese, Russian, Slovak, Slovenian, Spanish, Swedish, Turkish, Vietnamese |
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.
