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 34)
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Score 10 out of 10
Vetted Review
Verified User
In general, the support was provided in a timely matter. But if you need a better support - there are more expensive plans available with premium support. As for the support we requested - any bugs were fixed quickly. The things nice to have were addressed slowly or never - but this is because of our plan))
November 29, 2022

Freshservice rocks!

William Stein, CETL | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User
I've only contacted support on one occasion. I was trying to get information about customer reviews within the reporting module. I was told that what I needed to get was not possible. However, after I got off the phone I was able to figure it out myself. I did appreciate the effort.
Score 10 out of 10
Vetted Review
Verified User
Most of the time Freshservice support is super efficient, but once in a while when first level support can't help fixing an issue, the amount of information that we have to provide to level 2 (and up) support to get help can get frustrating. Each time we give access to their agent on our instance, but still sometimes they ask so many questions instead of going in and fixing the issue.
Michael O'Riley | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User
Fortunately, we have not had to use support that much. Freshservice has a great onboarding process that is great at ensuring all systems are set up correctly for your business needs. Freshservice does a wonderful job at communicating product updates to their customers so you are aware of features that might be useful to them.
Score 9 out of 10
Vetted Review
Verified User
Hard to say since we have our internal support for FreshService. If it is based on our internal expert then the service has been nothing but informative, helpful, and responsive. They manage to implement our request and system updates along with the functionality of the FreshService tool. They are constantly adding features and improving workflow.
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