Freshdesk: a lot of possibilities but quick to set-up!
Rating: 8 out of 10
October 03, 2024
Verified User
Vetted Review
Verified User
1 year of experience
- ticketing
- collaboration
- UX
Starting at $19 Per Month Per User
View Pricing 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.
Learn from top reviewers
Freshdesk: a lot of possibilities but quick to set-up!
Rating: 8 out of 10
October 3, 2024Ticketing system and service requests at the moment but currently a phased rollout of asset management, alerts and on/offboarding. We're a company of about 400 users we suppor...
Verified user
Administrator
1 year of experienceCompany's first ITSM platform!
Rating: 6 out of 10
October 1, 2024Initially, as an ITSM platform for support intake, we had no platform at all and needed one. After rolling it out for intake we created and used the service catalog and are st...
Verified user
Director
3 years of experienceFreshService Review.
Rating: 7 out of 10
September 30, 2024We use Freshservice to manage customer issues and IT projects. It enables us to take care of our customers and the organization.
Anthony Ballard
Manager - Information Technology
Information Technology Support Manager
AGI
5 years of experienceFreshservice is a great tool to help optimize your help desk service
Rating: 9 out of 10
September 30, 2024We use it to track service requests, change request, employee onboarding and off boarding, SOP's,
greg rydberg
Administrator - Information Technology
Help desk manager
Mission Produce
7 years of experienceGreat ITSM Solution
Rating: 10 out of 10
September 30, 2024Freshservice is a good ITSM solution that we implemented for our ticketing, asset management, purchase ordering, and contracts management solution.
Verified user
Administrator
2 years of experienceFreshservice - A great product for small to mid sized IT teams
Rating: 9 out of 10
September 30, 2024We currently use Freshservice for our IT ticketing system. We currently have set up a portal for end users to submit service requests, incidents, and to view self-help knowled...
Verified user
Administrator
5 years of experienceBest ESM tool I've used
Rating: 10 out of 10
September 28, 2024We use it for our IT and HR ticketing system, soon to include estates and Finance. It keeps track of incoming incidents and requests being able to log everything in the ticket...
Verified user
Manager
3 years of experienceFreshservice Review
Rating: 10 out of 10
September 25, 2024We have used Freshservice for over 8 years & it has revolutionized how we work day to day. From Tickets to CMDB we have everything we need in one place. Our wider business...
Lewis Drever
Professional - Information Technology
Applications Specialist
Bensons For Beds
8 years of experienceGood Value
Rating: 8 out of 10
September 25, 2024We use Freshservice for our ticketing system, change management, and knowledgebase. We also use it lightly for some asset management. It allows us to consolidate services into...
Verified user
Technician
2 years of experienceFreshservice Review
Rating: 9 out of 10
September 25, 2024We use it for the following worldwide :
IT Ticketing system
IT Equipment
IT Inventory
Knowledge Base
Company Intranet pages
Verified user
Employee
3 years of experienceMy thoughts on Freshservice
Rating: 10 out of 10
September 24, 2024Manages all support ticket for 110 sites and over 800 users between internal support and vendors
Verified user
Program Manager
6 years of experienceAn essential tool for problem management.
Rating: 9 out of 10
September 23, 2024Freshservice has allowed us to efficiently manage the IT problems of the 1200 employees in our structure. The use, both for our technicians and employees, is simple and intuit...
Verified user
Manager
3 years of experienceFreshservice honest review.
Rating: 10 out of 10
September 23, 2024We use a free service for all IT helpdesk-related ticketing. Freshservice provides a comprehensive asset management system that helps track all your IT assets, including hardw...
Verified user
Team Lead
1 year of experienceGood tool for ticket management.
Rating: 8 out of 10
September 23, 2024We started out with Freshservice as a replacement tool for our Support team to track incoming questions and emails from customers. Since this was successful, we expanded its u...
Verified user
Manager
6 years of experienceFreshservice - the modern ITSM!
Rating: 8 out of 10
September 22, 2024I am one of the Account Admins and led the migration from Freshdesk to Freshservice. As our organization's IT Operations Senior Manager, I oversee the use of various modules, ...
Verified user
Manager
2 years of experience
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Awards
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Reviewer Pros & Cons
Video Reviews
1 video
Freshservice Review: Supports Business In Addressing Recurring IT Issues
01:34
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
Features
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Product Details
- About
- Integrations
- Competitors
- Tech Details
- FAQs
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
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 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 |
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).
Comparisons
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Reviews and Ratings
(259)
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!
- Pros
- Cons
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 138)Companies can't remove reviews or game the system. Here's why
Company's first ITSM platform!
Rating: 6 out of 10
October 01, 2024
Verified User
Vetted Review
Verified User
3 years of experience
- Approval process and reminders
- Easy for end users to enter requests
- Easy to add/manage the service catalog and approvals for same
- Some customizations are easy and straightforward
- Reporting is good
FreshService Review.
Rating: 7 out of 10
September 30, 2024
AB
Vetted Review
Verified User
5 years of experience
- Auto-assigning tickets based on workflows.
- Assists in managing hardware.
- Provides detailed analytics.
Freshservice is a great tool to help optimize your help desk service
Rating: 9 out of 10
September 30, 2024
gr
Vetted Review
Verified User
7 years of experience
- Service requests
- On boarding/ off boarding
- reports
- SOP's and knowledge base articles
Great ITSM Solution
Rating: 10 out of 10
September 30, 2024
Verified User
Vetted Review
Verified User
2 years of experience
- Asset Managemeting
- Ticketing System
- Purchase Order Module
- Asset Management
Freshservice - A great product for small to mid sized IT teams
Rating: 9 out of 10
September 30, 2024
Verified User
Vetted Review
Verified User
5 years of experience
- Portal customization
- Reporting on agent metrics
- Knowledge base aggregation
Best ESM tool I've used
Rating: 10 out of 10
September 28, 2024
Verified User
Vetted Review
Verified User
3 years of experience
- Incident Management
- Problem Management
- Change Management
- Enterprise Service Management
- Request Management
Freshservice Review
Rating: 10 out of 10
September 25, 2024
LD
Vetted Review
Verified User
8 years of experience
- Incident and problem management
- reporting of service requests
- change & release management
- CMDB automation with our infrastructure
- Ease of Use
- Alerts
- Automation of tickets
- API calls are easy to setup and user friendly
Good Value
Rating: 8 out of 10
September 25, 2024
Verified User
Vetted Review
Verified User
2 years of experience
- Ticketing is fairly easy for users to submit and track tickets.
- Customizing the ticketing system is pretty robust for agents.
- The knowledgebase is fairly well organized and easy to add/navigate articles.
Freshservice Review
Rating: 9 out of 10
September 25, 2024
Verified User
Vetted Review
Verified User
3 years of experience
- Ticketing system is great
- Inventory easy to use
- Global settings well organized
- Analytics section is really helpfull
My thoughts on Freshservice
Rating: 10 out of 10
September 24, 2024
Verified User
Vetted Review
Verified User
6 years of experience
- Simple and friendly UI
- Flexibility with views with multiple departments and agents
An essential tool for problem management.
Rating: 9 out of 10
September 23, 2024
Verified User
Vetted Review
Verified User
3 years of experience
- Ticket management.
- Movement of personnel with automation and connections to the Microsoft directory.
- Service Requests.
- Automation and efficiency.
Freshservice honest review.
Rating: 10 out of 10
September 23, 2024
Verified User
Vetted Review
Verified User
1 year of experience
- Ticket
- Asset management.
- Automation
Good tool for ticket management.
Rating: 8 out of 10
September 23, 2024
Verified User
Vetted Review
Verified User
6 years of experience
- Easy transfer of tickets between departments.
- A lot of customization is possible to fit your needs.
- Good helpdesk.
- Easy user interface.
Freshservice - the modern ITSM!
Rating: 8 out of 10
September 22, 2024
Verified User
Vetted Review
Verified User
2 years of experience
- Asset Management Module: The features I like most in this module are the discovery agent software, which allows us to collect device information without manual intervention, and the simplicity and robustness of the module itself.
- Service Catalog: This feature allows us to create forms tailored to specific service requests based on group requirements. The ability to customize forms greatly helps both us and our end-users provide the necessary information to fulfill their requests.
- Workflow Automator and Business Rules: These two allow us to have some automation in place, eliminating some of the manual steps and decreasing the number of human errors that may happen due to manual changes.
FreshService at a Glance.
Rating: 9 out of 10
September 22, 2024
Verified User
Vetted Review
Verified User
1 year of experience
- Ticketing
- Automations
- Dashboards
- Workflow integrations.
- Asset Management.
Easy Ticketing System to Help Organize Issues.
Rating: 10 out of 10
September 22, 2024
Verified User
Vetted Review
Verified User
1 year of experience
- Organization
- Analytics
- Customizing options.
- Ease of implementation and use.
- Fast customer service.
Freshservice - Modern ITSM Solution
Rating: 8 out of 10
September 18, 2024
Verified User
Vetted Review
Verified User
4 years of experience
- Automation
- Workflow
A decent experience overall, less satisfied end users
Rating: 5 out of 10
September 12, 2024
Verified User
Vetted Review
Verified User
3 years of experience
- Ticket tracking, replies, and comments
- Automated scenarios for easy resolution and action
Freshservice- A highly customizable tool.
Rating: 10 out of 10
September 10, 2024
Verified User
Vetted Review
Verified User
4 years of experience
- SLA policies take SLA pause into consideration
- Form customization is flexible
- Dashboard can be created to provide the required summary
- User portal can be customized using code or no-code approach
New IT Ticketing System: Adopting a best practice from the ITIL Framework on Incident Management
Rating: 9 out of 10
September 10, 2024
AW
Vetted Review
Verified User
1 year of experience
- Ease to submit ticket
- User can monitor their own tickets
- Easier and automated reports send to respective IT personnel
- Easy to modify the Form Fields
- Easier administration
Inuitive, modern ITSM tool which offers a lot of value for our time
Rating: 8 out of 10
September 05, 2024
Verified User
Vetted Review
Verified User
2 years of experience
- Intuitive interface
- Simple configuration
- Fast support
- Regular updates
A brief opinion about the ticketing platform
Rating: 8 out of 10
August 28, 2024
Verified User
Vetted Review
Verified User
4 years of experience
- Asset Management
- Tickets managing with workflow
- Knowledge base
Freshservice, the future of ITSM!
Rating: 10 out of 10
August 21, 2024
FM
Vetted Review
Verified User
2 years of experience
- Dashboard
- Reminders
- Conversation history
Freshservice - Great product that is customisable for Service Desk needs
Rating: 9 out of 10
August 20, 2024
Verified User
Vetted Review
Verified User
4 years of experience
- Automations are easy to configure
- Variety of plugins for most major applications
- Asset control built in and can assign assets with tickets
- Departmental access is simple to set up and control