15 years helping Israeli businesses
choose better software

What Is Freshservice?

Maintain inventory of your organization's IT and non-IT assets like contracts, hardware, software, and track asset details throughout its lifecycle with Freshservice's asset management. The tool puts a refreshing user experience on top of powerful ticketing and asset management capabilities like auto-discovery of new resources, powerful configuration management, and enhanced impact analysis.

Who Uses Freshservice?

Freshservice's customers include MSP's, financial organizations, educational institutions and several government organizations.

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Reviews of Freshservice

Average score

Overall
4.5
Ease of Use
4.5
Customer Service
4.6
Features
4.3
Value for Money
4.4

Reviews by company size (employees)

  • <50
  • 51-200
  • 201-1,000
  • >1,001
Erick
Erick
Client Technologies Manager in US
Verified LinkedIn User
Automotive, 1,001–5,000 Employees
Used the Software for: 1+ year
Reviewer Source

Probably the best tool for Help Desk Management

5.0 3 years ago

Comments: 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.

Sarah
Sarah
System Administrator in US
Verified LinkedIn User
Information Technology & Services, 10,000+ Employees
Used the Software for: 2+ years
Reviewer Source

You can do a lot of great things with Freshservice

4.0 2 years ago

Comments: Complete platform for IT service management and reporting on client needs. It gives me the ability to develop material that can be provided as assistance to customers, as well as report back internally to the team and to top board management.

Pros:

I appreciate that it is not only affordable, but also demonstrates a lot of value due to the fact that it comes with a lot of features considering how much it costs. FreshService is capable of competing with ServiceNow in terms of IT service management, and I am accustomed to utilizing ServiceNow.

Cons:

The constraints placed on portal design, in addition to the requirement of having HTML coding skills. I have not been able to determine whether or not it is possible for us to have parent portal sites that include kid pages, and the process of developing these pages will require experience in coding.

Muhammad ShahRukh
Sr. IT Manager in Canada
Hospital & Health Care, 201–500 Employees
Used the Software for: 2+ years
Reviewer Source

Alternatives Considered:

An Enterprise-grade IT Management System

4.0 2 weeks ago New

Comments: Freshservice helps us drive intelligent decisions by letting us track data and streamline service management across teams using a unified platform for improved visibility and efficiency.

Pros:

Freshservice is innovative and new features and improvements roll out frequently. Most of the ITSM features are flexible and can be modified to meet the end users' needs.

Cons:

Inbuild Reporting and Analytics are complicated and do not always yield the desired results

Verified Reviewer
Verified LinkedIn User
Management Consulting, 201–500 Employees
Used the Software for: 6-12 months
Reviewer Source
Source: GetApp

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

2.0 7 years ago

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.

Mikaela
Chapter Management Lead in Sweden
Information Technology & Services, 51–200 Employees
Used the Software for: 2+ years
Reviewer Source

Alternatives Considered:

Freshservice can help you work more efficiently.

5.0 4 months ago

Comments: If I have to make a new system choice today, I would choose Fresh again.

Pros:

In Fresh, the company can achieve a comprehensive ticket management solution. It's enjoyable to work in Fresh. It's educational, visually appealing, and helps us in our operations to deliver to our customers.

Cons:

Some of the requests we've made take time to be incorporated into the Fresh roadmap.