Freshservice

What Is Freshservice?

Freshservice is an intelligent, right-sized ITSM solution that delivers exceptional employee experiences with an intuitive, scalable, no-code solution. With its state-of-the-art AI and ML capabilities, Freshservice helps organizations ease an IT agents workload and improve their productivity by automating mundane tasks. In addition to its AI capabilities, Freshservice is flexible and scalable enough to be used by both: companies relying on legacy systems and modern enterprises.

Who Uses Freshservice?

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

Freshservice Details

Freshworks

Founded in 2011

Freshservice pricing

Starting Price:

US$19.00/month

Yes, has free trial
No free version

Freshservice does not have a free version but does offer a free trial. Freshservice paid version starts at US$19.00/month.

Pricing plans get a free trial

Freshservice Details

Freshworks

Founded in 2011

Freshservice videos and images

Freshservice deployment and support

Support

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

Deployment

Cloud, SaaS, Web-based
Android (Mobile)
iPhone (Mobile)
iPad (Mobile)

Training Software

In Person
Live Online
Webinars
Documentation
Videos

Freshservice Features

Asset Tracking

API
Activity Dashboard
Activity Tracking
Alerts/Notifications
Asset Lifecycle Management
Asset Tracking Software
Audit Management
Audit Trail
Barcode / Ticket Scanning
Barcode Recognition
Barcoding/RFID
Calendar Management
Check-in/Check-out
Compliance Management
Contract/License Management
Cost Tracking
Customizable Fields
Customizable Forms
Customizable Reports
Data Import/Export
Depreciation Management
Dispatch Management
Disposal Management
Document Management Software
Equipment Maintenance Software
Equipment Tracking
Fixed Asset Management Software
Historical Reporting
IT Asset Tracking
Inventory Management Software
Inventory Tracking
Location Tracking
Maintenance Management Software
Maintenance Scheduling
Mobile Access
Monitoring
Multi-Location
Purchase Order Management
RFID Scanning
Reminders
Reporting & Statistics
Reporting/Analytics
Reservations Management
Search/Filter
Status Tracking
Tagging
Third Party Integrations
User Management
Work Order Management
Workflow Management Software

View full list of Asset Tracking

Business Continuity

"What If" Scenarios
AI/Machine Learning
Action Management
Activity Dashboard
Alerts/Notifications
Approval Workflow
Backup and Recovery
Business Continuity Exercising
Business Impact Analysis
Compliance Management
Crisis Management
Disaster Recovery
Document Management Software
Emergency Notification
Incident Management Software
Incident Response Checklists
Monitoring
Multi-Channel Communication
Plan Development
Policy Management Software
Reporting & Statistics
Risk Assessment
Risk Management Software
Scenario Planning
Secure Data Storage
Task Management Software
Third Party Integrations
Vendor Risk Management
Vulnerability Management
Workflow Management Software

View full list of Business Continuity

CMDB

API
Access Controls/Permissions
Active Directory Integration
Activity Dashboard
Activity Tracking
Alerts / Escalation
Alerts/Notifications
Asset Lifecycle Management
Change Management Software
Client Portal
Collaboration Tools
Compliance Management
Configurable Workflow
Configuration Management
Contract/License Management
Customizable Fields
Customizable Forms
Customizable Reports
Data Import/Export
Data Mapping
Data Visualization Software
Device Auto Discovery
Drag & Drop
Email Management Software
Help Desk Management
IT Asset Management Software
IT Asset Tracking
Impact Management
Incident Management Software
Inventory Management Software
Knowledge Base Management
License Management Software
Performance Monitoring
Prioritization
Problem Management
Relationship Mapping
Reporting & Statistics
Request Assignment
SSL Security
Scheduled / Automated Reports
Self Service Portal
Service Level Agreement (SLA) Management
Single Sign On Software
Support Ticket Management
Support Ticket Tracking
Surveys & Feedback
Task Management Software
Third Party Integrations
Widgets
Workflow Management Software

View full list of CMDB

Change Management

API
Active Directory Integration
Activity Dashboard
Activity Tracking
Alerts/Notifications
Approval Process Control
Approval Workflow
Audit Management
Audit Trail
Calendar Management
Change Management Software
Change Planning
Change Tracking
Collaboration Tools
Commenting/Notes
Compliance Management
Configurable Workflow
Configuration Management
Customizable Branding
Customizable Fields
Customizable Forms
Customizable Reports
Dashboard Creation
Document Management Software
Forms Management
Incident Management Software
Knowledge Base Management
Learning Management
Multi-Language
Prioritization
Problem Management
Projections
Real Time Analytics
Real Time Notifications
Real Time Reporting
Release Management
Reporting & Statistics
Rules-Based Workflow
SSL Security
Self Service Portal
Service Level Agreement (SLA) Management
Single Sign On Software
Support Ticket Management
Support Ticket Tracking
Surveys & Feedback
Task Management Software
Task Progress Tracking
Third Party Integrations
Training Management
Workflow Management Software

View full list of Change Management

Complaint Management

API
Access Controls/Permissions
Activity Dashboard
Activity Tracking
Alerts / Escalation
Assignment Management
Audit Trail
Canned Responses
Case Management Software
Chat/Messaging
Collaboration Tools
Corrective and Preventive Actions (CAPA)
Customer Complaint Tracking
Customer Service Analytics
Customizable Branding
Customizable Forms
Customizable Reports
Customizable Templates
Data Import/Export
Email Management Software
Email Templates
Feedback Management
Forms Management
Interaction Tracking
Issue Management
Issue Tracking Software
Knowledge Base Management
Live Chat Software
Monitoring
Multi-Channel Communication
Multi-Channel Management
Prioritization
Quality Assurance
Real Time Notifications
Real Time Reporting
Real-time Updates
Reporting & Statistics
Reporting/Analytics
Routing
SSL Security
Self Service Portal
Service Level Agreement (SLA) Management
Social Media Integration
Social Media Monitoring Software
Support Ticket Management
Support Ticket Tracking
Survey/Poll Management
Surveys & Feedback
Tagging
Third Party Integrations
Widgets
Workflow Management Software

View full list of Complaint Management

Contract Management

API
Access Controls/Permissions
Activity Dashboard
Activity Tracking
Alerts/Notifications
Approval Process Control
Audit Management
Audit Trail
Buy Side (Suppliers)
CRM Software
Completion Tracking
Compliance Management
Compliance Tracking
Configurable Workflow
Contact Management Software
Contract Drafting
Contract Lifecycle Management Software
Contract/License Management
Customizable Branding
Customizable Fields
Customizable Reports
Customizable Templates
Data Extraction Software
Data Import/Export
Digital Signature Software
Document Management Software
Document Storage
Document Templates
Drag & Drop
Electronic Signature
Full Text Search
Government Contracts
Lifecycle Management
Monitoring
Pre-built Templates
Real Time Data
Real Time Notifications
Reminders
Reporting & Statistics
Reporting/Analytics
Search/Filter
Sell Side (Customers)
Specialty Contracts
Status Tracking
Task Management Software
Team Collaboration
Template Management
Third Party Integrations
Version Control
Workflow Management Software

View full list of Contract Management

Help Desk

API
Access Controls/Permissions
Activity Dashboard
Activity Tracking
Alerts / Escalation
Alerts/Notifications
Automated Routing
CRM Software
Call Center Management
Chat/Messaging
Client Portal
Customer Database
Customer History
Customizable Branding
Customizable Fields
Customizable Forms
Customizable Reports
Customizable Templates
Data Import/Export
Document Storage
Email Management Software
Email Templates
Feedback Management
Help Desk Management
IT Asset Management Software
Interaction Tracking
Knowledge Base Management
Live Chat Software
Macros/Templated Responses
Monitoring
Multi-Channel Communication
Network Monitoring Software
Performance Metrics
Prioritization
Real Time Notifications
Real-Time Chat
Remote Access/Control
Reporting & Statistics
Reporting/Analytics
Self Service Portal
Service Level Agreement (SLA) Management
Social Media Integration
Support Ticket Management
Support Ticket Tracking
Surveys & Feedback
Third Party Integrations
Ticket Management
Workflow Configuration
Workflow Management Software

View full list of Help Desk

IT Asset Management

API
Access Controls/Permissions
Activity Dashboard
Activity Tracking
Alerts/Notifications
Asset Lifecycle Management
Asset Tracking Software
Audit Management
Audit Trail
Barcode / Ticket Scanning
Change Management Software
Compliance Management
Compliance Tracking
Configurable Workflow
Configuration Management
Contract/License Management
Cost Tracking
Customizable Branding
Customizable Fields
Customizable Forms
Customizable Reports
Dashboard Creation
Data Import/Export
Data Visualization Software
Email Management Software
IT Asset Tracking
Incident Management Software
Inventory Management Software
Inventory Tracking
Knowledge Base Management
Maintenance Management Software
Maintenance Scheduling
Monitoring
Prioritization
Problem Management
Procurement Management
Real Time Reporting
Reporting & Statistics
Reporting/Analytics
Requisition Management
Role-Based Permissions
Self Service Portal
Service Level Agreement (SLA) Management
Supplier Management
Support Ticket Management
Support Ticket Tracking
Task Management Software
Third Party Integrations
User Management
Workflow Management Software

View full list of IT Asset Management

IT Management

API
Access Controls/Permissions
Activity Dashboard
Activity Tracking
Alerts / Escalation
Alerts/Notifications
Audit Management
Audit Trail
Capacity Management
Change Management Software
Chat/Messaging
Compliance Management
Configurable Workflow
Configuration Management
Customizable Branding
Customizable Reports
Dashboard Software
Data Import/Export
Data Visualization Software
Event Logs
IT Asset Tracking
IT Reporting
IT, Server & Network Monitoring Software
Incident Management Software
Inventory Management Software
Issue Auditing
Knowledge Management Software
License Management Software
Maintenance Scheduling
Monitoring
Patch Management Software
Performance Metrics
Real Time Data
Real Time Monitoring
Real Time Notifications
Real Time Reporting
Real-time Updates
Remote Access/Control
Remote Monitoring & Management
Reporting & Statistics
SSL Security
Self Service Portal
Service Level Agreement (SLA) Management
Single Sign On Software
Task Management Software
Third Party Integrations
Ticket Management
Uptime Reporting
User Management
Workflow Management Software

View full list of IT Management

IT Project Management

API
Access Controls/Permissions
Activity Dashboard
Activity Tracking
Bug Tracking Software
Calendar Management
Charting
Collaboration Tools
Commenting/Notes
Customizable Fields
Customizable Reports
Deadline Management
Document Management Software
Drag & Drop
Email Management Software
For IT Project Management
Gantt/Timeline View
Issue Management
Milestone Tracking
Multiple Projects
Percent-Complete Tracking
Portfolio Management
Prioritization
Product Roadmapping
Progress Tracking
Project Management Software
Project Planning Software
Project Templates
Project Time Tracking
Project Tracking Software
Project Workflow
Projections
Real Time Data
Real Time Notifications
Real Time Reporting
Real-time Updates
Reporting & Statistics
Requirements Management Software
Resource Management Software
Search/Filter
Status Tracking
Supports Agile
Supports Scrum
Task Management Software
Task Planning
Task Progress Tracking
Task Scheduling
Testing/QA Management
Third Party Integrations
Time & Expense Tracking
Workflow Management Software

View full list of IT Project Management

IT Service

API
Activity Dashboard
Alerts/Notifications
Change Management Software
Client Portal
Compliance Management
Configuration Management
Contract/License Management
Customizable Forms
Drag & Drop
Help Desk Management
IT Asset Management Software
Incident Management Software
Inventory Management Software
Knowledge Management Software
Prioritization
Problem Management
Project Management Software
Real Time Monitoring
Real Time Notifications
Real Time Reporting
Release Management
Resource Allocation & Planning
SSL Security
Self Service Portal
Service Catalog
Service History
Service Level Agreement (SLA) Management
Service Request Management
Support Ticket Management
Surveys & Feedback
Task Management Software
Third Party Integrations
Ticket Management
Workflow Management Software

View full list of IT Service

ITSM

API
Access Controls/Permissions
Active Directory Integration
Activity Dashboard
Activity Tracking
Alerts / Escalation
Alerts/Notifications
Approval Process Control
Asset Lifecycle Management
Asset Tracking Software
Audit Management
Availability Management
CRM Software
Capacity Management
Change Management Software
Chat/Messaging
Client Portal
Configurable Workflow
Configuration Management
Contract/License Management
Customizable Branding
Customizable Fields
Customizable Forms
Customizable Reports
Customizable Templates
Dashboard Creation
Drag & Drop
Email Management Software
Help Desk Management
IT Asset Tracking
Incident Management Software
Inventory Management Software
Knowledge Base Management
Monitoring
Multi-Channel Communication
Prioritization
Problem Management
Project Management Software
Release Management
Reporting & Statistics
Role-Based Permissions
Self Service Portal
Service Catalog
Service Level Agreement (SLA) Management
Support Ticket Management
Support Ticket Tracking
Surveys & Feedback
Task Management Software
Third Party Integrations
Workflow Management Software

View full list of ITSM

Incident Management

API
Activity Dashboard
Alerts / Escalation
Alerts/Notifications
Audit Management
Audit Trail
Communication Management
Communications Management
Compliance Management
Contact Management Software
Corrective and Preventive Actions (CAPA)
Customizable Fields
Customizable Forms
Customizable Reports
Customizable Templates
Data Visualization Software
Disaster Recovery
Document Management Software
Email Alerts
Event Logs
Forms Management
IT Incident Management
Incident Management Software
Incident Reporting
Inspection Management
Investigation Management Software
Issue Management
Maintenance Scheduling
Mobile Alerts
Monitoring
Multi-Channel Communication
Multi-Language
OSHA Compliance
On Call Scheduling
Real Time Monitoring
Real Time Notifications
Real Time Reporting
Real-time Updates
Reminders
Reporting & Statistics
Risk Alerts
Risk Analytics
Risk Assessment
Safety Incident Management
Single Sign On Software
Status Tracking
Task Management Software
Third Party Integrations
Training Management
Workflow Management Software

View full list of Incident Management

Inventory Management

API
Accounting Integration
Activity Dashboard
Alerts/Notifications
Barcode / Ticket Scanning
Barcode Recognition
Billing & Invoicing
Cost Tracking
Customer Database
Customizable Reports
Data Synchronization
Forecasting
Inventory Auditing
Inventory Control Software
Inventory Management Software
Inventory Optimization Software
Inventory Replenishment
Inventory Tracking
Invoice Management
Kitting
Manufacturing Inventory Management Software
Mobile Access
Multi-Channel Management
Multi-Currency
Multi-Location
Order Management Software
Order Tracking
Point of Sale (POS)
Product Identification
Purchase Order Management
Purchasing & Receiving
Real Time Data
Real Time Reporting
Real-time Updates
Reorder Management
Reporting & Statistics
Reporting/Analytics
Retail Inventory Management Software
Returns Management
Sales Orders
Sales Reports
Search/Filter
Shipping Management
Status Tracking
Stock Management
Supplier Management
Third Party Integrations
Vendor Managed Inventory
Warehouse Management Software
eCommerce Management

View full list of Inventory Management

Issue Tracking

API
Access Controls/Permissions
Activity Dashboard
Activity Tracking
Alerts / Escalation
Alerts/Notifications
Assignment Management
Chat/Messaging
Collaboration Tools
Commenting/Notes
Configurable Workflow
Customizable Branding
Customizable Fields
Customizable Forms
Customizable Reports
Customizable Templates
Dashboard Software
Drag & Drop
Email Management Software
Help Desk Management
Issue Auditing
Issue Management
Issue Scheduling
Issue Tracking Software
Knowledge Base Management
Monitoring
Multi-Channel Communication
Prioritization
Project Management Software
Projections
Real Time Notifications
Real Time Reporting
Real-time Updates
Recurring Issues
Reporting & Statistics
Role-Based Permissions
Rules-Based Workflow
SSL Security
Self Service Portal
Service Level Agreement (SLA) Management
Support Ticket Management
Support Ticket Tracking
Surveys & Feedback
Tagging
Task Management Software
Task Progress Tracking
Third Party Integrations
Ticket Management
Widgets
Workflow Management Software

View full list of Issue Tracking

Knowledge Base

API
Alerts/Notifications
Cataloging/Categorization
Chatbot Software
Collaboration Tools
Commenting/Notes
Content Library
Customizable Branding
Customizable Templates
Dashboard Software
Document Storage
Drag & Drop Editor
Email Alerts
Feedback Management
Full Text Search
Knowledge Management Software
Live Chat Software
Mobile Alerts
Mobile Interface
Multi-Language
Online Forums
Pre-built Templates
Real Time Notifications
Real Time Reporting
Reporting & Statistics
Reporting/Analytics
Rich Text Editor
SEO Management
Self Service Portal
Social Media Integration
Templates
Text Editing
Third Party Integrations
User Management
WYSIWYG Editor
Web Notifications
Website Integration
Widgets
Wiki

View full list of Knowledge Base

Knowledge Management

API
Access Controls/Permissions
Active Directory Integration
Activity Dashboard
Activity Tracking
Alerts/Notifications
CRM Software
Calendar Management
Cataloging/Categorization
Categorization/Grouping
Chat/Messaging
Collaboration Tools
Commenting/Notes
Communication Management
Configurable Workflow
Content Library
Content Management System (CMS) Software
Customizable Branding
Customizable Fields
Customizable Forms
Customizable Reports
Customizable Templates
Data Import/Export
Decision Support Software
Discussions / Forums
Document Management Software
Document Storage
Drag & Drop
Email Management Software
File Management
Full Text Search
Gamification Software
Knowledge Base Management
Live Chat Software
Multi-Language
Online Forums
Projections
Real Time Notifications
Reporting & Statistics
SSL Security
Self Service Portal
Self-Learning
Single Sign On Software
Social Media Integration
Surveys & Feedback
Tagging
Text Editing
Third Party Integrations
Widgets
Workflow Management Software

View full list of Knowledge Management

License Management

API
Access Controls/Permissions
Activity Dashboard
Activity Tracking
Ad hoc Reporting
Alerts/Notifications
Approval Process Control
Asset Lifecycle Management
Audit Management
Audit Trail
Barcode / Ticket Scanning
Categorization/Grouping
Compliance Management
Configuration Management
Contract/License Management
Copy Protection
Cost Tracking
Customizable Fields
Customizable Reports
Data Import/Export
Historical Reporting
IT Asset Tracking
Inventory Management Software
Inventory Tracking
License Inventory
License Tracking
Monitoring
Node Management
Packaging Software
Portable License
Product Activation
Purchase Order Management
Real Time Data
Real Time Monitoring
Real Time Notifications
Real Time Reporting
Reporting & Statistics
Reporting/Analytics
Risk Assessment
Role-Based Permissions
SSL Security
Self Service Portal
Subscription Management Software
Third Party Integrations
Transaction History
Trial License
Usage Tracking/Analytics
User Management
Vendor Management Software
Workflow Management Software

View full list of License Management

Managed Service Providers (MSP)

API
Active Directory Integration
Activity Dashboard
Activity Tracking
Anti Virus
Audit Management
Audit Trail
Automatic Backup
Backup and Recovery
Billing & Invoicing
CRM Software
Compliance Management
Configuration Management
Contract/License Management
Customizable Branding
Customizable Reports
Dashboard Software
Data Import/Export
Data Visualization Software
Event Logs
Help Desk Management
IT Asset Tracking
IT, Server & Network Monitoring Software
Incident Management Software
Inventory Management Software
Issue Management
Live Chat Software
Maintenance Scheduling
Monitoring
Patch Management Software
Performance Metrics
Policy Management Software
Project Management Software
Real Time Analytics
Real Time Data
Real Time Monitoring
Real Time Reporting
Real-time Updates
Remote Access/Control
Remote Monitoring & Management
Reporting & Statistics
SSL Security
Scheduling Software
Self Service Portal
Service Level Agreement (SLA) Management
Summary Reports
Support Ticket Management
Task Management Software
Third Party Integrations
Workflow Management Software

View full list of Managed Service Providers (MSP)

Remote Support

API
Access Controls/Permissions
Activity Dashboard
Activity Tracking
Audit Management
Audit Trail
CRM Software
Chat/Messaging
Collaboration Tools
Communication Management
Compliance Management
Customizable Branding
Customizable Reports
Diagnostic Tools
File Sharing Software
File Transfer
IT, Server & Network Monitoring Software
Live Chat Software
Monitoring
Multi-Channel Communication
Multiple User Accounts
Performance Metrics
Real Time Data
Real Time Monitoring
Real Time Notifications
Real-Time Chat
Real-time Updates
Remote Access/Control
Remote Monitoring & Management
Remote Update / Installation
Reporting & Statistics
Reporting/Analytics
SSL Security
Screen Sharing Software
Secure Login
Self Service Portal
Session Recording
Session Transfer
Single Sign On Software
Summary Reports
Support Ticket Management
Surveys & Feedback
Third Party Integrations
Two-Factor Authentication
Two-Way Audio & Video
Unattended Access
User Management
Video Conferencing Software
Video Support
Workflow Management Software

View full list of Remote Support

Service Desk

API
Activity Dashboard
Activity Tracking
Alerts / Escalation
Alerts/Notifications
Analytics
Asset Lifecycle Management
Benchmarking
CMDB Software
Change Management Software
Chat/Messaging
Configuration Management
Contract/License Management
Customer Support Software
Customizable Branding
Customizable Reports
Customizable Templates
Email Management Software
Email Templates
IT Asset Management Software
IT Risk Management
Incident Management Software
Inventory Management Software
Knowledge Base Management
Live Chat Software
Localization Automation
Mobile Access
Multi-Channel Communication
Prioritization
Problem Management
Procurement Management
Project Management Software
Real Time Notifications
Real Time Reporting
Release & Deployment
Remote Access/Control
Reporting & Statistics
Scheduled / Automated Reports
Self Service Portal
Service Catalog
Service Level Agreement (SLA) Management
Support Ticket Management
Surveys & Feedback
Task Management Software
Third Party Integrations
Virtual Assistant
Workflow Management Software

View full list of Service Desk

Freshservice Alternatives

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Spiceworks

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ManageEngine ServiceDesk Plus

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Jira

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ServiceNow Customer Service Management

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Freshservice Reviews

Read all 426 reviews

Average score

Overall

4.5

Ease of Use

4.6

Customer Service

4.6

Features

4.3

Value for Money

4.5

Reviews by score

261

139

Reviews by company size (employees)

<50
51-200
201-1,000
>1,001

Read all 426 reviews

Erick V.

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 8 months 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.

Benjamin J.

IT Systems Administrator in US

Construction, 201-500 Employees

Used the Software for: 2+ years

Reviewer Source

FreshService Internal Ticket Management System for Gehan Homes

4 8 months ago

Comments: We enjoy FreshService for the simplistic ticket management and communication it provides. It is also a secondary database for our asset management to cross reference our main database. We would like to see more curated automated reports for both tickets and assets. We would also like to be able to levarage the change management database, but it does not appear user friendly nor intuitive; so we may need training on this but we do not use it because we dont understand it. We are actively looking for change management.

Pros:

Easy to build requestors and submit tickets via email and communicate with the end users we support for our internal helpdesk. Easy to spot trends and ensure service level agreements for ticket response times are measured appropriately.

Cons:

The inventory management system at first was very unreliable, sometimes search wouldnt pull up names or info. It seems to have been developed and works much better, but I believe the backend database or tool used could be of better quality. It has come a long way from the beginning and is markedly better.

Alternatives Considered: ManageEngine Desktop Central, Spiceworks, ServiceNow, Zendesk and Autotask PSA

Reasons for Choosing Freshservice: ManageEngine cost too much for what we were using it for and it was also on premises. We needed something simple and cloud based and cheaper.

Switched From: ManageEngine Desktop Central

Reasons for Switching to Freshservice: Cost, ease of use, and provided the greatest benefit for a simple ticket and asset tracking system with the "possibility" of future developments in other areas of the system. We know FreshService was and is a growing company so we bet our money on the growth, we have not been disappointed, but of course would like to see more development in the areas of change management and maybe some more asset tracking features. Also, the customer service and support is STELLAR, I would say better than any vendor or product we use previously or currently. Bravo on the customer support, please never change how great that is, its more important than people might think.

Karan P.

Associate in India

Computer Software, 51-200 Employees

Used the Software for: 1+ year

Reviewer Source

Simple & powerful ticket management platform

4 last month New

Comments: Ideal ticketing and support platform for startups and SMBs!

Pros:

Freshservice was very easy to setup and migrate our operations to. Onboarding and customer support is pretty impressive given the annual pricing plan is quite low compared to other players in this space. Data analytics offered by the platform is quite detailed & easy to interpret.

Cons:

UI looks a little outdated. Workflows are great but quite tough to create customized ones, limited flexibility. Email delivery/notification is a little challenging, face issues with our clients once in a while.

Verified Reviewer

Head of Application Services (System Administrator & Controlling Function) in Switzerland

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 5 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.

Tom L.

IT Support & Operations Manager in US

Education Management, 1,001-5,000 Employees

Used the Software for: 2+ years

Reviewer Source

Freshservice Review

5 8 months ago

Comments: 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: ServiceNow Customer Service Management, 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

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