Easy to implement, changed helpdesk reputation for the better
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 …
Starting at $19 Per Month Per User
View PricingOverview
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.
Recent Reviews
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
- Organize and prioritize service tickets (112)9.090%
- ITSM collaboration and documentation (93)8.686%
- Self-service tools (102)8.484%
- ITSM reports and dashboards (97)8.383%
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
(221)Attribute Ratings
Reviews
(1-4 of 4)Companies can't remove reviews or game the system. Here's why
July 14, 2023
Freshservice meets the needs
We did not have a ticketing system in place for IT issues/requests when I was hired. We implemented Freshservice and it has fit our needs exactly. Our users submit multiple request types and there are two different teams that handle their respective requests.
- Allows emails to be sent to different emails addresses which create tickets that are assigned to different support teams automatically.
- Allows administrators to fine-tune permissions for the support technicians, with some being basic helpdesk, and some having the ability to handle automations and integrations within the Freshservice admin portal.
- Creates a end user portal where they can submit tickets, request items, submit onboarding forms, and view ticket statuses.
- Pulls device information from Dell once devices are in inventory based on the serial tags, such as warranty expirations.
- The Onboarding feature is super cool but difficult to set up and roll-out.
- It would be cool if there was an Outlook add-in like Jira has.
100%
10.0
100%
10.0
100%
10.0
- 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.
I've used monday.com for ticketing, but Freshservice is made for it and the asset management feature adds value. NinjaOne's ticketing is not built out so we only use it for its RMM features. Atera has a nice ticketing platform and looks similar to Freshservice but they do not have an onboarding feature and other integrations that Freshservice has.
No
- Scalability
- Integration with Other Systems
- Ease of Use
- Other
The scalability was a huge draw. Asset Management was also important.
Freshservice was recommended to us by our IT Consultant. He uses it at his large corporation. I had used monday.com in the past. After comparing Freshservice to monday.com, we decided Freshservice was a better fit for us. monday.com is great for project and marketing teams, but it not built for IT departments and asset management. Unfortunately, Microsoft doesn't have a ticketing solution. If I had to change my evaluation process, it would be to try and consolidate as many services as possible under one platform. Freshservice ticks most of the boxes.
November 18, 2022
One tool fits all
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.
- Web-based : issues can be reported from any device
- Mobile apps : issues can be reported by using an app and reported issues can be tracked by the user
- Asset-management : a Probe scans the devices and maintains installed software on devices
- Maintenance of software assets : Freshservice reports the installed software, but if a device is retired, the software remains registered in the software assets. It would be better to have an option to clean it up.
- Software assets are registered per software-release : there is no way to get an export of one software-asset at once, you have to export them per release. In case of programs like Firefox it's time consuming
94.28571428571429%
9.4
76.66666666666667%
7.7
70%
7.0
- Freshservice costs less than our previous support tool
- Because Freshservice offers a lot of options OOB, we now do things we never did before, like asset management or proper authorization
- Freshservice helps IT to get to a higher level
500
All users use Freshservice : it's the source for questions, issues and information.
4
4 Servicedesk agents are able to manage it all
- Employee On- and Offboarding
- Requests for new software
- Request for access
- most assets are kept up to date in FreshService (pc's and laptops)
- users can use FreshService on the mobile app
- we are looking at orchestration
Yes
Topdesk. We had a discussion with Topdesk about renewing licensing, which made us look for an alternative.
- Price
- Product Features
Pricing : it had to be cheaper than TopDesk
i would do the same way
- Implemented in-house
No
Change management was minimal
- in fact it was very easy to do, no issues found
it's all included
During the start FS helped us with our workflows. It's just a matter of understanding how it works, after that we were able to do it ourselves.
- creating Service Requests
- creating approval workflows
- integration with 3rd party apps
- did not find any
Yes
April 09, 2021
Freshservice will transform your business
Score 9 out of 10
Vetted Review
Verified User
Freshservice is used across the entire organization. It was first implemented by the IT department but after 2 years has evolved into a full corporate infrastructure support platform. It provides a single place to find support for all infrastructure needs on a global scale.
- Low/No code automation.
- Easy to navigate GUI.
- Robust feature set and native integrations.
- Ability to add notes into workflows.
- More options for conditions in automations.
90%
9.0
80%
8.0
90%
9.0
- Improved efficiency of corporate infrastructure teams.
- Improved metric and data analysis.
- Improved collaboration and communication.
Freshservice's cost/feature ratio was by far the best compared to the other solutions. Better UI, more robust automation features that are no/low code, full end to end service management platform for a global enterprise.
100
All corporate infrastructure teams: IT, HR, Finance, Facilities, Development.
5
IT skillset is a prerequisite for Freshservice support.
- New user on-boarding.
- Application access/provisioning.
- Break/Fix support queries.
- Finance teams have found great success in using Freshservice.
- New orchestration features allow for native integrations with other parts of our cloud stack.
- Project management.
- Bug tracking/development.
Yes
HappyFox ticketing/support solution. HappyFox was not geared toward a global organization and lacked automation and reporting/analytics features that our organization needed to expand our level of service.
- Price
- Product Features
- Product Usability
The native functionality was by far the best in our comparisons with other platforms. ServiceNow was the closest competitor, but it was nearly 10x the cost of Freshservice.
I wouldn't change anything about our evaluation/selection process.
- Implemented in-house
Yes
- User/agent creation.
- Agent group creation.
- Custom form creation.
- Custom application creation.
- Workflow/automation setup.
Change management was minimal
No. As far as I know there is no premium support options. The level of support we have with our current subscription is more than satisfactory.
Each time I reach out for support it is an exceptional experience!
- Workflow/automation creation.
- Creating requestable, repeatable service request items.
Yes
It works very well for on the go usage. Full administrative control is limited to desktop, but that's to be expected.
March 30, 2021
Freshservice gave our IT Service Desk a fresh start
Score 9 out of 10
Vetted Review
Verified User
This is used by the IT department as our ITSM.
- Ticket auto assignment.
- Ease of implementation.
- User friendly Self Service portal.
- Agent dashboard.
- Limited workflow options.
- Agent out of office notification on ticket responses.
- Integrating asset management.
- Project management dashboard.
87.14285714285714%
8.7
63.33333333333333%
6.3
83.33333333333334%
8.3
- Reduced software costs for ITSM by 40%.
- Improved self-service portal usage by 60%.
- Reduced mean response time by 30%.
Freshservice is by far the easiest to implement of all solutions considered. In one month a small team had this up and running replacing Cherwell which had taken over 6 months and a much larger team, including consultants to stand up when it replaced Alloy. It was quite possibly the most seamless software transition our company has ever gone through. In addition, the end user engagement with the easy to navigate self service portal has allowed us to grow the business without the need to increase agents due to agent friendly solution articles and canned responses that can be added as we support new tools for our teammates. While it may not have all the bells and whistles of some of the more expensive solutions, the things it does well are far superior in the UI design and usability from all of the other tools we evaluated. The price point at which this software is offered cannot be beat if you are able to live within the limitations of current system design. Complex workflows are limited in what can be set up but we have found suitable workarounds for the few scenarios in which this was an obstacle for us. Also, I cannot say enough good things about the support via chat message that Fresh Service offers, they are super responsive and knowledgeable, I've been very impressed with the tier 1 support team when I need to reach out to them.
Yes
Cherwell was replaced due to cost and administrative complexity.
- Price
- Product Features
- Product Usability
The ease of use/setup was the primary factor in choosing this over Samanage which was also considered to replace Cherwell.
The only thing I would change would have been to make the change sooner.
No, but I think the license package we purchased may come with a support SLA.
Yes
Yes. Bugs are resolved quickly.
Agent wasn't able to see an issue until we set them up in our instance with a login and then by recording the occurrence was able to direct the issue to the proper developer who could investigate the issue and it was fixed within 24 hrs.
- Canned responses.
- Solution articles.
- Service catalog.
- Ticket management.
- Team dashboard.
- Non-standard change management steps needed for our process.
- Integration with Azure AD.
- Integration with DevOps for project management.
Yes
They have an amazing mobile app that we use a lot. So much better than Cherwell!