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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
4.5
Features
4.3
Value for Money
4.4

Reviews by company size (employees)

  • <50
  • 51-200
  • 201-1,000
  • >1,001
Lillian
Lillian
Human Resources Generalist in US
Verified LinkedIn User
Hospital & Health Care, 10,000+ Employees
Used the Software for: 1+ year
Reviewer Source

Freshservice is a top-notch help desk solution

4.0 2 years ago

Comments: I use Freshservice to stay on top of my workload and respond quickly to any incidents that arise, most of which are related to technology at the company where I work.

Pros:

The best thing about Freshservice is how simple and straightforward it is to use, both for end users and for the system administrator. Even first-time users will have no trouble grasping and implementing workflows because to the intuitive nature of the UI.

Cons:

Since I use Freshservice on a daily basis for both my job and my company, and since it is so intuitive and simple to operate, I really can't think of anything bad to say about it.

Tony
Senior Systems Support in UK
Automotive, 501–1,000 Employees
Used the Software for: 1+ year
Reviewer Source

Alternatives Considered:

Freshservice - Great ITSM tools and keeps on improving.

4.0 last year

Comments: I really like Freshservice and it keeps being improved. They continually innovate and adding AI that can do ticket translations and summaries is really good for us as an international company. Support has been fantastic also.

Pros:

The ease of deployment for Freshservice was great. We were quickly up and running and the automation features are really good. They have recently also improved the AI capabilities which is good to see and constantly seem to improve the product.

Cons:

Reporting can be complicated. We had issues with line managers trying to create their own reports and then questioning the results as the criteria can be complex to understand. They have inbuild basic reports and these are OK

Laura
Marketing y Designer in Spain
Computer Software, 11–50 Employees
Used the Software for: 1-5 months
Reviewer Source

Freshservice has made managing IT requests a breeze. Highly recommended!

3.0 5 months ago

Pros:

The user-friendly interface and automation features have saved me time and effort.

Cons:

I wish the reporting and analytics capabilities were more robust. Some additional customization options would be helpful too.

Destiny
Desktop Support Technician in US
Construction Software, 201–500 Employees
Used the Software for: 2+ years
Reviewer Source

Most Comprehensible Ticketing System

5.0 3 months ago

Comments: FreshDesk is the first and only ticketing system our company is utilizing and it has made handling user requests so much easier. The workflow feature helps to easily divide tasks between IT staff.

Pros:

Freshservice really streamlines both the end user and IT experience. Even the least advanced users find it easy to submit tickets, and the layout is simple and comprehensible. The leaderboard and achievements features allow IT staff to evenly distribute workload as well as give users an incentive.

Cons:

I have no dissatisfaction to report with Freshservice.

Tejas
Technical IT Support Manager in India
Information Technology & Services, 201–500 Employees
Used the Software for: 6-12 months
Reviewer Source

Alternatives Considered:

Manage your IT Service Desk, Freshservice gets it done

5.0 last year

Comments: Great! IT Service Management has become lot easier with freshservice.

Pros:

Ease of use, cross platform compatibility, multiple channels of support available.

Cons:

Needs to be more flexible and feature rich in work automations and customized fields.

Phillip
ICT Support Officer in Australia
Education Management, 51–200 Employees
Used the Software for: 1-5 months
Reviewer Source

Great standard feature Set on the whole, but new features seem to lag behind their FreskDesk system

5.0 last year

Pros:

The ticketing system is really easy to use, with lots of options for workflow automations and ticket management. The app marketplace is great for extending the functionality.

Cons:

FreshService seems more like a new branching out for the company, with a complete set of tools, but lacking refinement in a lot of places. There are also odd quirks like Discuss feature button being available, even though the Discuss feature doesn't work on FreshService yet.The mobile app is a bit of a let down, as it doesn't have a dashboard like the main site which makes it much more tedious to lookup ticket queues.The Notification spam through the app is terrible, pinging each notification one at a time to the phone, which is especially annoying when it sends over 30 notifications and doesn't group them.The system has some other weird quirks, like sorting a list can only be saved when you also make a change to the filter for the list. Another issue is that there is a blur effect on the title text that doesn't always go away when scrolling back to the top of the page, resulting in some text looking very soft and fuzzy

Raghavendra
IT Infrastructure in India
Hospital & Health Care, 201–500 Employees
Used the Software for: 2+ years
Reviewer Source

Alternatives Considered:

Freshservice is a real IT service

5.0 2 years ago

Comments: Good tool to implement not only in IT infrastructure but also to other deparments

Pros:

Collobration of tickets and task in incidents and tickets

Cons:

Transferring of tickets from one instance to another instance

Kevin
Learning and Development Admin in Greece
Information Technology & Services, 5,001–10,000 Employees
Used the Software for: 2+ years
Reviewer Source

Effective and easy to use

5.0 3 months ago

Pros:

Effective and easy to work with. Able to easily work on any type of incident throughout departments

Cons:

Interface is not the most intuitive to navigate.

Benjamin
Integration lead in UK
Hospitality, 51–200 Employees
Used the Software for: 1+ year
Reviewer Source

Good platform for case management

4.0 3 months ago

Comments: Very good platform for standard case management

Pros:

Easy to use and our user seem to get along with it well.

Cons:

Lack of integration with some of our other applications.

You
Intern in US
Insurance Software, 501–1,000 Employees
Used the Software for: 6-12 months
Reviewer Source

Good Tool!

4.0 3 months ago

Comments: Overall though, Freshservice is a very mature platform for change management and IT ticketing, so there really isn't anything much to complain about.

Pros:

They had a very solid API that you can access and write a wrapper around to automate ticket handeling.

Cons:

Some of the pagination features in the API were limiting and the enterprise addition requiring money for extra seats was expensive at times.

Shayla
Shayla
Human Resources Specialist in US
Verified LinkedIn User
Internet, 1,001–5,000 Employees
Used the Software for: 1+ year
Reviewer Source

An excellent customer service tool, Freshservice

4.0 2 years ago

Comments: We primarily use this system as our IT support ticketing system. The process of getting set up was manageable, and their customer service has been fantastic. Even though we'd like to see more individualization in the HR/IT onboarding requests we've developed, we've already done a lot of the groundwork. We had previously invested in Asset Management but have now abandoned it. You get out of the knowledge base what you put into it in terms of content updates and documentation.

Pros:

Super simple for both IT managers and regular employees to learn and utilize. According on your membership plan, you have access to a wide variety of optional add-ons for your control panel. Extremely flexible, albeit occasionally annoying limitations surface.

Cons:

In comparison to the things it provides, Freshservice's price tag is a touch steep, and the company's support team has occasionally experienced technical difficulties that have slowed its response times.

Chris
IT Manager in Canada
Civil Engineering, 201–500 Employees
Used the Software for: 2+ years
Reviewer Source

Alternatives Considered:

Freshservice Review

4.0 2 years ago

Comments: We've been using Freshservice since 2020. It is our primary IT helpdesk ticketing system. Setup was fairly painless, and their support team has been great. We have developed HR/IT onboarding requests, though we'd like to see some more customization there. Asset Management was originally purchased, but we have since dropped it completely. The knowledge base will only be as good as you make it through content updates and documentation efforts.

Pros:

Very easy to use and manage for IT admins, and very easy for staff to pick up and use. Lots of additional modules you can add into your console depending on the level of subscription. Highly customizable, though some frustrating restrictions show up from time to time. Support is pretty solid and quick to respond. Lots of free and paid add ons for quality of life improvements available. Active Directory integration works well, as does leveraging our SSO/MFA via Azure.

Cons:

Some of the modules are pretty half-baked. On paper they look awesome, but in real world use, they are frustrating or unusable (Asset Management was a module that we dropped after a year and moved to a different platform)

Karthic
IT Officer in India
Environmental Services, 501–1,000 Employees
Used the Software for: 2+ years
Reviewer Source

A Deep Dive into Freshservice Performance and Features

4.0 last year

Comments: Overall Freshservice does the job that we needed but not allowing us to use the latest features effectively. As the use cases differ from company to company this should be taken into consideration and have a 1 to 1 meeting to help users use the latest features effectively.

Pros:

1. Ticket Handling is Simple, effortless and straight forward.2. Automation of tasks can be done easily.3. Contract Management helping us a lot in digitalizing.4. Asset management and tracking is very helpful as we used to excel previously. 5. Build in Knowledge base help us prepare and save documents and procedures for repeated issues.6. SLA Management help us in providing better service to customers

Cons:

1. Customer service can be improved. Almost every time when i reach service with an issue, i get an answer that its not possible.2. No options to submit a feature request, Customer service is refusing to take a request.3. Some of the features like Team integration are not usable with the Customer service ID, that feature will help many customers.4. account managers take a lot of time to respond and they dont talk directly they redirect you to customer service without even discussing about the problem.

David
IT Manager in US
Government Administration, 501–1,000 Employees
Used the Software for: 2+ years
Reviewer Source

Freshservice

4.0 last year

Comments: Very positive experience as we are able to configure system to meet our needs.

Pros:

Freshservice contained the features and ability to meet our help desk, ticketing, and purchasing needs.

Cons:

Time Tracking and Interface to Billing System(s)

Marty
Senior Support Engineer in UK
Shipbuilding, 1,001–5,000 Employees
Used the Software for: 2+ years
Reviewer Source

Freshservice

5.0 last year

Pros:

The ease of use and flexibility of the product is what makes this a great product to use. The customer service is also very efficient with any issues we may have.

Cons:

The asset management interface could be improved.

seun
Snr System Analyst & Integrator in Ireland
Utilities, 51–200 Employees
Used the Software for: 1+ year
Reviewer Source

freshservice

4.0 last year

Pros:

Freshservice user interface was very easy to use and the functionalities meets our use case

Cons:

the inability to register certificates and certain operational activity

Joria Tolitz
IT Service Desk Administrator in Philippines
Logistics & Supply Chain, 201–500 Employees
Used the Software for: 1+ year
Reviewer Source

Insight from my Freshservice Experience

5.0 last year

Pros:

Fresh Service is neat and easy to navigate. When it comes to the ticketing system, you have various options to work with and can link it to other modules.

Cons:

We could not create a custom place holder that we can use on canned responses, workflow, etc.

Ana
It Administrative in Spain
Consumer Electronics, 11–50 Employees
Used the Software for: Free Trial
Reviewer Source

Freshservice has made my IT management a breeze. It's user-friendly and efficient.

4.0 6 months ago

Pros:

The ticketing system is organized and easy to use. The automation features save me time.

Cons:

The reporting feature could be more customizable. The mobile app needs improvement.

Swati
System Admin in US
Education Management, 201–500 Employees
Used the Software for: 1+ year
Reviewer Source

Great Services

5.0 last year

Comments: This is one if the best ticketing services I have used!

Pros:

Easy UI. It is intuitive for first time users. Creation of Projects and umbrella ticket is another feature I like a lot.

Cons:

Notification can be improved. So far emails are the only way I get notified. If we can add a ping to MS Teams it would great.

Chad
Helpdesk Coordinator in US
Construction Software, 1,001–5,000 Employees
Used the Software for: 2+ years
Reviewer Source

Create the support system that fits your organization!

5.0 2 years ago

Pros:

Freshservice is a wonderful service management product! We use it for handling all our tickets and service requests. It differentiates between incidents and service requests so you can create a whole catalogue of hardware/software items that users can request. You can add approval requirements to these service requests and can create custom workflows to automate certain processes for incidents and requests.

Cons:

The Project Managment module is a little underwhelming. Feels a little underdeveloped and the visual interface and functionality fells somewhat lacking. We use the Kanban method of project management and Freshservice doesn't give us the ability to manage projects using that method. It uses lists and gantt charts. However, and a service desk management tool it is great!

micah
network administrator apprentice in US
Information Technology & Services, 11–50 Employees
Used the Software for: 6-12 months
Reviewer Source

pretty good, does the basics well. features could be improved

4.0 2 years ago

Comments: works for what it needs to do, but could be better

Pros:

ease of use. it's very straightforward and easy to catch on to. don't need a user manual to figure out how to use it

Cons:

mobile app doesn't have the same versatility the web version has, should be updated more frequently.

Verified Reviewer
Verified LinkedIn User
Computer Software, 1,001–5,000 Employees
Used the Software for: 6-12 months
Reviewer Source

End user for Helpdesk

4.0 last year

Pros:

The portal is easy to navigateSelf service portal is greatIntegrations: slack integration is super usefulWhitelabel feature is nice

Cons:

As an EndUser, not too much to report. Didn’t need any training to use which is good

Samuel
Software in US
Telecommunications, 2–10 Employees
Used the Software for: 2+ years
Reviewer Source

Powerhouse for IT service management

5.0 2 years ago

Pros:

Ingenious ticketing system, comprehensive feature set, and top-notch customer support.

Cons:

Steep initial setup, complex rules management, and occasional performance hiccups.

Abhishek
Abhishek
Intern in India
Verified LinkedIn User
Accounting Software, 11–50 Employees
Used the Software for: 6-12 months
Reviewer Source

Manage your tickets with Freshservice

4.0 2 years ago

Pros:

1. One of the best software for managing IT Tickets.2. Easy to use.3. The pricing structure is amazing.4. The search query feature is great.

Cons:

1. There are other tools in the market due to this is it is suffering.2. Sometimes it takes time to load tickets.

James
Owner in US
Transportation/Trucking/Railroad, 11–50 Employees
Used the Software for: 1+ year
Reviewer Source

Such an amazing product

5.0 2 years ago

Comments: Amazing

Pros:

It helps with time and effectiveness I will do great for everyone

Cons:

None I have no complaints it is amazing