Freshservice

A complete IT service management (ITSM) tool for business

About 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.

Pricing starting from:

US$19.00/month

  • Free Version
  • Free Trial
  • Subscription

Key benefits of Freshservice

- 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

Devices

Business size

S M L

Markets

United Arab Emirates, Austria, Australia, Belgium, Brazil and 39 others, Canada, Switzerland, China, Colombia, Costa Rica, Czechia, Germany, Denmark, Spain, Finland, France, United Kingdom, Greece, Hong Kong SAR China, Israel, India, Iceland, Italy, Jamaica, Japan, Luxembourg, Mexico, Malaysia, Netherlands, Norway, New Zealand, Panama, Peru, Poland, Puerto Rico, Portugal, Romania, Russia, Sweden, Singapore, Thailand, Turkey, United States, South Africa

Supported Languages

Dutch, English, French, German, Italian and 5 others, Polish, Portuguese, Russian, Spanish, Swedish

Pricing starting from:

US$19.00/month

  • Free Version
  • Free Trial
  • Subscription

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Features

Total features of Freshservice: 135

  • API
  • Access Controls/Permissions
  • Active Directory Integration
  • Activity Dashboard
  • Activity Tracking
  • Alerts / Escalation
  • Alerts/Notifications
  • Approval Process Control
  • Approval Workflow
  • Asset Lifecycle Management
  • Asset Tracking
  • Assignment Management
  • Audit Management
  • Audit Trail
  • Backup and Recovery
  • Barcoding/RFID
  • Billing & Invoicing
  • Bug Tracking
  • Buy Side (Suppliers)
  • CMDB
  • CRM
  • Call Centre Management
  • Case Management
  • Cataloguing/Categorisation
  • Change Management
  • Change Planning
  • Change Tracking
  • Chat/Messaging
  • Client Portal
  • Collaboration Tools
  • Completion Tracking
  • Compliance Management
  • Compliance Tracking
  • Configuration Management
  • Content Management
  • Contract Drafting
  • Contract Lifecycle Management
  • Contract/License Management
  • Corrective and Preventive Actions (CAPA)
  • Cost Tracking
  • Customer Complaint Tracking
  • Customisable Branding
  • Customisable Forms
  • Customisable Reports
  • Customisable Templates
  • Customizable Fields
  • Dashboard
  • Data Import/Export
  • Data Visualisation
  • Deadline Management
  • Depreciation Management
  • Device Auto Discovery
  • Disposal Management
  • Document Storage
  • Drag & Drop
  • Electronic Signature
  • Email Management
  • Email Templates
  • Feedback Management
  • For IT Project Management
  • Forms Management
  • Full Text Search
  • Gamification
  • Help Desk Management
  • IT Asset Management
  • IT Asset Tracking
  • IT Incident Management
  • Incident Management
  • Incident Reporting
  • Inventory Management
  • Investigation Management
  • Issue Auditing
  • Issue Management
  • Issue Scheduling
  • Issue Tracking
  • Knowledge Management
  • License Management
  • Live Chat
  • Maintenance Management
  • Maintenance Scheduling
  • Mobile Access
  • Mobile Alerts
  • Monitoring
  • Multi-Channel Communication
  • Multi-Channel Management
  • Multi-Language
  • Multi-Location
  • Multiple User Accounts
  • Network Monitoring
  • Patch Management
  • Percent-Complete Tracking
  • Performance Metrics
  • Prioritisation
  • Problem Management
  • Project Management
  • Project Time Tracking
  • Real Time Monitoring
  • Real-Time Chat
  • Real-time Updates
  • Recurring Issues
  • Relationship Mapping
  • Release Management
  • Remote Access/Control
  • Remote Monitoring & Management
  • Reporting & Statistics
  • Reporting/Analytics
  • Request Assignment
  • Requirements Management
  • Requisition Management
  • Resource Management
  • Role-Based Permissions
  • Routing
  • SSL Security
  • Scheduled / Automated Reports
  • Scheduling
  • Search/Filter
  • Self Service Portal
  • Sell Side (Customers)
  • Service Catalogue
  • Service Level Agreement (SLA) Management
  • Service Reporting
  • Status Tracking
  • Summary Reports
  • Supplier Management
  • Support Ticket Tracking
  • Survey/Poll Management
  • Surveys & Feedback
  • Task Management
  • Task Progress Tracking
  • Testing/QA Management
  • Third Party Integrations
  • Ticket Management
  • Widgets
  • Workflow Configuration
  • Workflow Management

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EcholoN

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Reviews

Overall rating

4.5 /5
(423)
Value for Money
4.5/5
Features
4.3/5
Ease of Use
4.6/5
Customer Support
4.6/5

Already have Freshservice?

Software buyers need your help! Product reviews help the rest of us make great decisions.

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Showing 5 reviews of 423
Erick V.
Overall rating
  • Industry: Automotive
  • Company size: 1,001-5,000 Employees
  • Used Daily for 1+ year
  • Review Source

Overall rating

  • Value for Money
  • Ease of Use
  • Customer Support
  • Likelihood to recommend 9.0 /10

Probably the best tool for Help Desk Management

Reviewed on 11/6/2021

This is probably the best I used for ticketing. The support is really good, the only bad thing is...

This is probably the best I used for ticketing. The support is really good, the only bad thing is that you have to contact mostly via chat.

Pros

The features it provides are really good. The ticketing flow is easy to follow, we can handle our Service Catalog, integrate with Active Directory, manage Asset Inventory and now we started using the Project management tool.

Cons

The configuration (Initial Setup) is kind of complex. Design the flows is friendly, but complex if you have many rules, but the good thing is that support guides all the way during this process.

Tom L.
Overall rating
  • Industry: Education Management
  • Company size: 1,001-5,000 Employees
  • Used Daily for 2+ years
  • Review Source

Overall rating

  • Value for Money
  • Ease of Use
  • Customer Support
  • Likelihood to recommend 10.0 /10

Freshservice Review

Reviewed on 20/5/2021

I've really enjoyed having Frehservice in our organization. It has made my job as a manager much...

I've really enjoyed having Frehservice in our organization. It has made my job as a manager much easier in that I can easily review team performance, post announcements for the organization, and identify trends in issues or requests.

Pros

Freshservice has been a game-changer for our organization. The service catalog and user-friendly interface has allowed our employees to improve their productivity over the past 2+ years we have had the system implemented. The customizable forms and workflow has allowed our IT department to streamline processes and improve efficiency.

Cons

I wish the reporting capabilities were more customizable. There have been a few situations where I reached out to Frehservice for support on reports I needed but found the reports were not possible. The freshservice support team told me my reporting needs would be added to the list of potential "future enhancements'.

Alternatives Considered

ManageEngine ServiceDesk Plus and Zendesk

Reasons for Choosing Freshservice

Our previous product did not have a customizable system and did not provide our employees with a way to track their tickets once created. It also lacked any type of reporting capabilities.

Switched From

Cerb

Reasons for Switching to Freshservice

Cost and ease of customization
Ahmed M.
Overall rating
  • Industry: Information Technology & Services
  • Company size: 10,000+ Employees
  • Used Daily for 2+ years
  • Review Source

Overall rating

  • Value for Money
  • Ease of Use
  • Customer Support
  • Likelihood to recommend 10.0 /10

IT Service Level Manager

Reviewed on 29/8/2021

It is very good for our business we depend on it for reporting and analysis and we take alot of...

It is very good for our business we depend on it for reporting and analysis and we take alot of decisions from these reports

Pros

Incident management, Request fillflument ,change management, tracking inventory knowledge base

Cons

Features easy to use but may be need to more clearly for users

Verified Reviewer
Overall rating
  • Industry: Management Consulting
  • Company size: 201-500 Employees
  • Used Daily for 6-12 months
  • Review Source

Overall rating

  • Value for Money
  • Ease of Use
  • Customer Support
  • Likelihood to recommend 1.0 /10

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

Reviewed on 13/6/2017

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.

Baldeep B.
Overall rating
  • Industry: Computer Networking
  • Company size: 2-10 Employees
  • Used Daily for 2+ years
  • Review Source

Overall rating

  • Value for Money
  • Ease of Use
  • Customer Support
  • Likelihood to recommend 8.0 /10

Simple product without a complex helpdesk solution.

Reviewed on 18/7/2021

Used for 5 years. Don't plan to leave. Has improved over the last year with keyboard shortcuts.

Used for 5 years. Don't plan to leave. Has improved over the last year with keyboard shortcuts.

Pros

Office many services
Simple ticket number
Nice way to email and CC email

Cons

Would be good to email a secondary person without emailing the original ticket contact. Otherwise they get more emails than required. Otherwise using a workaround of forward emails to get around this.

Allow some contacts to having options of what emails they want to receive. Sometimes customers use the portal and don't want ticket emails.

System notification emails need an option to switch email to agent. Small bug that is still outstanding.

Unable to set up companies in BULK. You can do this with contacts though.

Showing 5 reviews of 423 Read all reviews

Freshservice FAQs

Below are some frequently asked questions for Freshservice.

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.

Freshservice has the following typical customers:

2-10, 11-50, 51-200, 201-500, 501-1,000, 1,001+

Freshservice supports the following languages:

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

Freshservice supports the following devices:

Android (Mobile), iPhone (Mobile), iPad (Mobile)

Freshservice integrates with the following applications:

Box, CloudApp, DocuSign, Dropbox Business, FreshBooks, Freshdesk Messaging, Google Analytics, Google Calendar, Google Contacts, Harvest, Jira, LogMeIn Rescue, Microsoft 365, OneLogin, OpsGenie, PagerDuty, Pivotal Tracker, QuickBooks Online Advanced, Salesforce Sales Cloud, Skype for Business, Slack, SugarCRM, SurveyMonkey, TeamViewer, WorkflowMax, Yammer, Zapier, miniOrange

Freshservice offers the following support options:

Email/Help Desk, FAQs/Forum, Knowledge Base, Phone Support, 24/7 (Live rep), Chat

Related categories

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