Freshservice

A complete IT service management (ITSM) tool for business

4.5 /5 (384 reviews) Write a Review!

Freshservice Overview

What is Freshservice?

Freshservice is a cloud-based service desk and IT service management (ITSM) solution that currently serves more than 10000 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 flagship product is the leading customer support solution Freshdesk – with more than 100000 customers worldwide, including Cisco, Honda, 3M, The Atlantic, and QuizUp.

Freshservice Overview

Pricing

Starting from
US$19.00/month

Pricing options

Free Trial
Subscription
Value for money

21-day free trial, no credit card required.
Blossom: $19/agent/month (billed yearly).
Garden: $49/agent/month (billed yearly).
Estate: $79/agent/month (billed yearly).
Forest: $99/agent/month (billed yearly).

For Blossom, Garden and Estate Plans, you can purchase additional assets at $0.20/asset/month.


Freshservice Features

Devices
Business size
S M L
Markets
United States, Canada, United Kingdom, Australia, China and 5 others, India, Japan, Germany, Brazil, Mexico
Supported Languages
Dutch, English, French, German, Italian and 5 others, Polish, Portuguese, Russian, Spanish, Swedish

Media

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Freshservice Reviews

Freshservice Reviews

Overall rating
4.5
/
5
Excellent
240

Very good
121

Average
15

Poor
7

Terrible
1

Value for Money
4.5
Features
4.3
Ease of Use
4.6
Customer Support
4.7
94% recommended this app
Rich K.

Simple to use and has all the features you actually need.

I really like Fresh Service (and before it, Fresh Desk). I keep trying to find a reason to switch to Zendesk because of the possibilities with their integrations but keep abandoning the trial. I would have to reproduce in Zendesk what I currently have in Freshservice in order to start experimenting with the possibilities. That's where the problems start. All the things I have in Freshservice are add-ons in Zendesk that cost extra and don't work the same way. If you have a fairly small team, we have 4 IT personnel for a 24/7 $400 million dollar company, this is your solution.


Mel W.

Implementation and Management

I had used FreshService in the past at different places of employment and had enjoyed it. This was the first time I was tasked with picking a ticketing system for a company. The fact that you get a trial based on the level you want to pay for, can basically have it customized during the trial to see if it's the right fit, extremely helpful and responsive customer service, and its easy to use for all levels of tech comfortability were the big reasons we chose FreshService. Every time I check in with our team of Agents, everyone is extremely happy with the switch and, overall, I am looking forward to the positive changes this is bringing our teams.


Verified Reviewer

No bang for the buck, an overpriced form submission tool that disappoints in reporting and...


Braden J.

Great IT software

love the product, was very easy to set up and integrate into the company, very nice customization options to really make it your own, and anytime we have had an issue we usually get a response very fast from the team so we are never held back for too long on anything!


Adam P.

A great helpdesk solution

Great benefit to the team, improved communication both internally and externally.


Rich K.
Industry: Wholesale
Company size: 1,001-5,000 Employees

Simple to use and has all the features you actually need.

Used Daily for 2+ years
Reviewed on 9/10/2018
Review Source: Capterra

I really like Fresh Service (and before it, Fresh Desk). I keep trying to find a reason to switch to Zendesk because of the possibilities with their integrations but keep abandoning the trial. I would have to reproduce in Zendesk what I currently have in Freshservice in order to start experimenting with the possibilities. That's where the problems start. All the things I have in Freshservice are add-ons in Zendesk that cost extra and don't work the same way. If you have a fairly small team, we have 4 IT personnel for a 24/7 $400 million dollar company, this is your solution.

Pros

Layout is clean and easy to understand. Has fun 'gamify' system which lets my techs compete with with other for prizes with the system keep score. This is available on our subscription level. Also has SLA monitoring for those pesky KPI requirements. Can setup a catalog of services and items for end users to 'order' with a workflow approval process. Can integrate with chat and phone. Great all around alternative to Zendesk. Doesn't nickel and dime you to have basic features.

Cons

List of Integration possibilities are pretty small in comparison and hasn't really grown in the several years we have been using it.

Rating breakdown

Value for Money
Ease of Use
Customer Support

Likelihood to recommend: 10.0/10

Mel W.
Industry: Real Estate
Company size: 501-1,000 Employees

Implementation and Management

Used Daily for 1-5 months
Reviewed on 25/9/2020
Review Source: Capterra

I had used FreshService in the past at different places of employment and had enjoyed it. This was the first time I was tasked with picking a ticketing system for a company. The fact that you get a trial based on the level you want to pay for, can basically have it customized during the trial to see if it's the right fit, extremely helpful and responsive customer service, and its easy to use for all levels of tech comfortability were the big reasons we chose FreshService. Every time I check in with our team of Agents, everyone is extremely happy with the switch and, overall, I am looking forward to the positive changes this is bringing our teams.

Pros

There are several reasons I pushed to choose FreshService over other products. The value of the features I was getting with the ease of set up. Within the trial period, I had most of the set up done before I presented to my department head. The ease of switching from the previous (and archaic) system to FS for our end users was, overall, seamless. The ability to customize the product with minimal knowledge makes it easy to manage and make changes. After reviewing a dozen other ticketing systems, FreshService provided the ease of implementation and change that we were looking for.

Cons

I love Freddy and want to use it however it's limited features over the traditional portal are frustrating. I understand it's a new feature and it's in a state of constant improvement but I wanted to launch with it and was unable to because key features that we needed specifically for our company would not show up. The reports aren't quite what I thought they would be either and I will probably have to do some work with powershell to get the information I really need.

Rating breakdown

Value for Money
Ease of Use
Customer Support

Likelihood to recommend: 10.0/10

Verified Reviewer
Industry: Management Consulting
Company size: 201-500 Employees

No bang for the buck, an overpriced form submission tool that disappoints in reporting and integration

Used Daily for 6-12 months
Reviewed on 13/6/2017
Review Source: GetApp

Pros

Friendly user interface.
Copy screenshots directly into the form (although there's a bug for the last 3 months that screenshots are displayed double in edit mode.)
Plenty of fields to configure for more complex workflows.

Cons

Default categories and labels with awkward naming (synonymous use of "Tickets" and "Incidents" for "Issues", "Change" for "Change Request", "Problem" for "Bugs")
No possibility to convert issues to change requests. Agent needs to recreate the entire case in the back resulting in significant adminstrative overhead.
Reporting is practically inexistent.
REST API not covering many functions and object attributes. (You cannot substitute reporting externally.)
HTML editor limited and bugged. (CSS code in support articles not supported, Bootstrap not supported, code gets changed or reformatted upon saving articles)
No access to the file and image repository.

Frankly, with every new cosmetic change and "functionality no can do" message from the Team, I am growing more and more wary of this application. At this point, I am thinking of it as an overpriced form tool with practically no reporting, a gimped Knowledge Management base, and an asset list functionality that quickly drains your wallet.
I am spending significant time rewriting issues as change requests in order to subsequently manually attach them to the original issue ticket and explain to the user why I would want to close his ticket after all. Writing knowledge articles is best done in a separate HTML editor. The Text Editor lacks basic functionality, removes formatting and images in unpredictable ways with undoing, and stores images and files in a central repository you have no access to.
You might as well do that with a forms tool readily available on the internet.

Rating breakdown

Value for Money
Ease of Use
Customer Support

Likelihood to recommend: 1.0/10

Braden J.
Industry: Civil Engineering
Company size: 201-500 Employees

Great IT software

Used Daily for 1+ year
Reviewed on 24/9/2020
Review Source: Capterra

love the product, was very easy to set up and integrate into the company, very nice customization options to really make it your own, and anytime we have had an issue we usually get a response very fast from the team so we are never held back for too long on anything!

Pros

The ease of use is a huge plus to us and to all of the end users, it is very straight forward for everyone to use, well integrated into the company super easily and multiple ways to access via the website, mobile app or even just an email, makes our jobs much easier, and the hardware management is also a huge plus being able to track it all

Cons

They are working on it now but I wish it had a better tracking of what was installed in certain hardware, at the moment they do not show all of the components just most of the major ones, would be a nice thing to have it all

Rating breakdown

Value for Money
Ease of Use
Customer Support

Likelihood to recommend: 10.0/10

Adam P.
Industry: Real Estate
Company size: 1,001-5,000 Employees

A great helpdesk solution

Used Daily for 1+ year
Reviewed on 17/4/2020
Review Source: Capterra

Great benefit to the team, improved communication both internally and externally.

Pros

So sleek and simple to implement. Built in user-portal, reporting, workflows and constant updates make this the best helpdesk software we could find

Cons

A few setup niggles were quickly solved. Sometimes support can be slow, but rarely needed. Updates not always follwoed through

Rating breakdown

Value for Money
Ease of Use
Customer Support

Likelihood to recommend: 10.0/10

User recommendation
8.8/10
Based on 384 user ratings
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Freshservice Pricing

Freshservice Pricing

Starting from
US$19.00/month
Free Trial
Subscription
Value for money

21-day free trial, no credit card required.
Blossom: $19/agent/month (billed yearly).
Garden: $49/agent/month (billed yearly).
Estate: $79/agent/month (billed yearly).
Forest: $99/agent/month (billed yearly).

For Blossom, Garden and Estate Plans, you can purchase additional assets at $0.20/asset/month.

21-day free trial, no credit card required.
Blossom: $19/agent/month (billed yearly).
Garden: $49/agent/month (billed yearly).
Estate: $79/agent/month (billed yearly).
Forest: $99/agent/month (billed yearly).

For Blossom, Garden and Estate Plans, you can purchase additional assets at $0.20/asset/month.

Value for Money
4.5/5
Based on 384 user ratings
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Freshservice Features

Freshservice Features

API
Access Control
Activity Dashboard
Activity Tracking
Alerts / Escalation
Auditing
Automatic Notifications
Collaboration Tools
Compliance Management
Data Import/Export
Data Visualisation
Drag & Drop Interface
Monitoring
Real Time Data
Real Time Monitoring
Reporting & Statistics
Search Functionality
Third Party Integration
User Management
Workflow Management
Features
4.3/5
Based on 384 user ratings
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Categories

Additional information for Freshservice

Additional information for Freshservice

Key features of Freshservice

  • 'Team Huddle' chat
  • @mentions
  • Active Directory integration
  • Asset management & asset discovery
  • Auto-conversion of emails to articles
  • Automatic notifications & alerts
  • Automatic ticket assignment
  • Automatic ticket escalations
  • Change, problem & release management
  • Contract management
  • Custom SSL
  • Custom approval workflows
  • Custom fields
  • Custom reports
  • Custom roles
  • Customizable action trigger conditions
  • Customizable self-service portal
  • Deadline violations indicator
  • Drag-and-drop interfaces
  • Full CSS rebranding
  • Gamification
  • IT & non-IT asset tracking
  • Interactive visualizations
  • Issue tracking
  • Natural Language querying
  • Out-of-the-box reporting
  • Priority matrix
  • Project management
  • Real-time project dashboard
  • Recurring task scheduling
  • Root cause analysis
  • SLA management
  • Satisfaction surveys
  • Scheduled reports
  • Service catalog
  • Service desk automations
  • Solution auto-suggest in knowledge base
  • Support ticket dashboard
  • Task management
  • Team & agent performance monitoring
  • Ticketing system
  • Time tracking
  • Workflow management

Benefits

- Cloud based and ITIL Ready out of the box
- Refreshing user experience that is miles ahead of age-old service desks
- Built-in asset management capabilities to manage all kinds of digital assets
- Flexible Pricing Plans for all kinds of organizations

Freshservice FAQs

Freshservice FAQs

Below are some frequently asked questions for Freshservice.

Q. What type of pricing plans does Freshservice offer?

Freshservice offers the following pricing plans:

Starting from: US$19.00/month

Pricing model: Subscription

Free Trial: Available

21-day free trial, no credit card required. Blossom: $19/agent/month (billed yearly). Garden: $49/agent/month (billed yearly). Estate: $79/agent/month (billed yearly). Forest: $99/agent/month (billed yearly). For Blossom, Garden and Estate Plans, you can purchase additional assets at $0.20/asset/month.

Q. What are the main features of Freshservice?

Freshservice offers the following features:

  • 'Team Huddle' chat
  • @mentions
  • Active Directory integration
  • Asset management & asset discovery
  • Auto-conversion of emails to articles
  • Automatic notifications & alerts
  • Automatic ticket assignment
  • Automatic ticket escalations
  • Change, problem & release management
  • Contract management
  • Custom SSL
  • Custom approval workflows
  • Custom fields
  • Custom reports
  • Custom roles
  • Customizable action trigger conditions
  • Customizable self-service portal
  • Deadline violations indicator
  • Drag-and-drop interfaces
  • Full CSS rebranding
  • Gamification
  • IT & non-IT asset tracking
  • Interactive visualizations
  • Issue tracking
  • Natural Language querying
  • Out-of-the-box reporting
  • Priority matrix
  • Project management
  • Real-time project dashboard
  • Recurring task scheduling
  • Root cause analysis
  • SLA management
  • Satisfaction surveys
  • Scheduled reports
  • Service catalog
  • Service desk automations
  • Solution auto-suggest in knowledge base
  • Support ticket dashboard
  • Task management
  • Team & agent performance monitoring
  • Ticketing system
  • Time tracking
  • Workflow management

Q. Who are the typical users of Freshservice?

Freshservice has the following typical customers:

Small Business, Large Enterprises, Public Administrations, Non Profit, Mid Size Business

Q. What languages does Freshservice support?

Freshservice supports the following languages:

Dutch, English, French, German, Italian, Polish, Portuguese, Russian, Spanish, Swedish

Q. What type of pricing plans does Freshservice offer?

Freshservice has the following pricing plans:

Subscription

Q. Does Freshservice support mobile devices?

Freshservice supports the following devices:

Android, iPhone, iPad

Q. What other apps does Freshservice integrate with?

Freshservice integrates with the following applications:

Asset Panda, Azuqua, Bitium, Capabiliti, Cloud Elements, LogMeIn Rescue, Mobility Portal Server, Opsgenie, Pipeliner CRM, Workato

Q. What level of support does Freshservice offer?

Freshservice offers the following support options:

FAQs, Forum, Knowledge Base, Online Support, Phone Support, Video Tutorials