What is Freshservice?
Pros from reviewers
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Easy to Use: Freshservice has a clean and easy-to-understand layout, making it user-friendly for both IT staff and end users
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Gamification Feature: The software includes a fun 'gamify' system that allows IT staff to compete for rewards, enhancing motivation and productivity
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Customizable and User-Friendly: Freshservice allows for customization of the portal and provides a Knowledge Base for both Users and Agents, enhancing the user experience
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Cost-Effective: Compared to other similar service desks, Freshservice offers more features at a lower cost, making it a cost-effective solution for businesses.
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SLA Monitoring and Service Catalog: Freshservice offers SLA monitoring for KPI requirements and a service catalog for end users to 'order' items, streamlining the workflow approval process
Cons from reviewers
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Limited reporting capabilities: Freshservice's reporting capabilities have been described as poor and not customizable enough to meet specific needs. Users have reported instances where they needed support on reports from Freshservice, but found that the reports they needed weren't possible.
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Limited customization capabilities: Freshservice's customization options, particularly for the HR/IT onboarding requests and web portal, are somewhat limited and may require web design skills or additional effort to tailor the system to specific needs.
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Inconsistent customer support: Several users have reported inconsistent and unsatisfactory customer support from Freshservice. Issues range from slow response times, incorrect resolutions, and lack of understanding of the product, to unprofessional behavior and lack of accountability.
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Integration difficulties: Freshservice has been reported to lack necessary integration capabilities as organizations expand and develop more systems. This lack of integration can make it challenging to maintain Freshservice within an IT ecosystem.
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Bugs and technical issues: Users have reported numerous bugs and technical issues in unexpected modules of Freshservice. These issues, coupled with poor support in addressing them, have led to frustration and dissatisfaction among users.
Main features
Starting Price
Free Plan
Self-service portal
Advanced reporting & analysis
IT Asset Management
Gamification
ITSM software
Starting Price
$15
/ user / month
Free Plan
No
Self-service portal
Advanced reporting & analysis
IT Asset Management
Gamification
ITSM software
How Freshservice compare to similar software?
Product
Price
$15
/ user / month
Free plan
No
Main features
Pros
Cons
Alternatives
Deal
90% off the Pro plan for 1 year on Freshservice
Save up to $100,000
Freshservice is a cloud-based ITSM tool suitable for small to large enterprises, offering a user-friendly interface and comprehensive functions like IT asset management, incident resolution, workflow automation, and a knowledge base. It excels in responding to tickets faster with canned responses and providing a basic ticket dashboard view for sorting and filtering tickets. Freshservice offers a free plan for up to 10 agents and pricing starting from $19 per agent per month, with a 21-day free trial. Freshdesk provides unique interfaces for each communication channel, including chat, phone, and ticketing. As a result, agents encounter a fragmented experience, constantly switching between various applications, tabs, and systems in order to locate the necessary information or context required to assist customers.
On the other hand, Zendesk provides diverse filtering for ticket dashboard views and offers advanced self-service capabilities through options like Guide Lite, with workflow...
Freshservice
Intelligent, flexible and intuitive ITSM software
90% off the Pro plan for 1 year on Freshservice
Save up to $100,000
Zendesk
Create a customer success support suite that is accessible and available to your customers at all times.
Freshdesk and Freshservice are both offerings from Freshworks, tailored to enhance organizational efficiency through customer support and IT service management. Though they are part of the same suite, they cater to different operational needs within businesses. Understanding the differences between them is essential for selecting the right tool for your organization.
The primary distinction between Freshdesk and Freshservice lies in their focus areas. Freshdesk is designed specifically for customer support teams, providing features such as ticketing, multichannel communication (email, chat, phone, and social media), automation, and reporting. These features streamline customer interactions, making it easier for support teams to resolve issues efficiently and improve customer satisfaction. Freshdesk's intuitive interface and integration capabilities make it a popular choice for businesses seeking to enhance their customer support experience.
On the other hand, Freshservice is tailored...
Freshservice
Intelligent, flexible and intuitive ITSM software
90% off the Pro plan for 1 year on Freshservice
Save up to $100,000
Freshdesk
Customer service software to optimize your client communication
90% off the Pro plan for 1 year on Freshdesk
Save up to $100,000
Who is Freshservice best for according to our reviewers?
Remote Workers: Freshservice is suitable for remote workers, offering a user-friendly interface and an app for mobile devices. It allows users to request hardware and software as if they were shopping online
IT Managers: Freshservice simplifies the role of IT managers by providing tools to review team performance, make announcements, and identify trends. It also offers customizable forms and workflows to streamline processes
IT Support Teams: Freshservice is a valuable tool for IT support teams, offering a ticketing system, asset discovery and tracking, and a Knowledge Base. However, customization of the portal can be challenging
Large Organizations: Freshservice may not be ideal for large organizations that require extensive integration capabilities. As organizations expand and develop more systems, Freshservice's lack of necessary integration capabilities may become a limitation.
Small IT Teams: Freshservice is ideal for small IT teams, providing a clean layout and easy-to-understand interface. It offers features like SLA monitoring, a service and item catalog, and integration with chat and phone
Freshservice Reviews
4.1
Freshservice rating
4.5
Ease of use
4.5
Customer service
4.4
Value for money
4.3
Likelihood to recommend
4.3
Features
24 Freshservice Reviews
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Raymond Davis
Enhanced Team Productivity: Freshservice's Collaborative Features
As a team leader, the collaborative features of Freshservice have enhanced our team's productivity. The ability to assign tasks and track progress in real time is commendable
September 14, 2024
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Paul A
Freshservice: A Superior Tool for Customer Service Excellence
I primarily use Freshservice as my IT support ticketing system. The setup process was manageable and the customer service has been excellent. I wish there was more customization in the HR/IT onboarding requests, but I've already laid a lot of groundwork. I previously invested in Asset Management but have since moved away from it. The quality of the knowledge base depends on the effort you put into content updates and documentation. It's very user-friendly for both IT managers and regular employees. Depending on your membership plan, you can access a variety of optional add-ons for your control panel. It's extremely flexible, though some limitations can be frustrating. In comparison to its offerings, Freshservice's price is a bit steep, and the support team has occasionally experienced technical issues that have slowed their response times. I switched to Freshservice because the response time from support is good and the quality is decent. There are many options, both free and paid, to improve one's standard of living. Overall, I use it regularly.
September 8, 2024
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Kenneth E
Freshservice: Empowering Informed Decision-Making with Robust Reporting and Analytics
As an operations manager, I find the reporting and analytics features of Freshservice invaluable. It provides insightful data that helps us make informed decisions
August 31, 2024
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Marie W
Deploying and Operating with FreshService
I have utilized FreshService in several workplaces and have always found it enjoyable. This was the first instance where I was in charge of selecting a ticketing system for a company. We opted for FreshService due to several factors: the availability of a trial based on the payment level we were comfortable with, the option to customize it during the trial to see if it met our requirements, the extremely supportive and responsive customer service, and its user-friendliness for all levels of tech comfort. Our team of agents is very satisfied with the switch and I am thrilled about the positive changes it is bringing to our teams. I recommended FreshService over other products because of the value of the features and the ease of setup. I had most of the setup completed during the trial period before presenting it to my department head. The transition from our old, outdated system to FreshService was seamless for our end users. The product's customizability with minimal knowledge makes it easy to manage and make changes. After reviewing many other options, FreshService stood out as the best choice.
August 27, 2024
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Justin Williams
Freshservice: Improving IT Service Management for Business Owners
As a business owner, Freshservice has been instrumental in improving our IT service management. The software's scalability allows it to grow with our business needs
August 18, 2024
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Rose
Freshservice: A User-Friendly, Comprehensive Solution for Remote Service Desks
I am extremely pleased with my decision to implement FreshService 2 months before the Covid-19 pandemic forced us to work remotely. We were able to provide support to users from home without any problems. FreshService includes a Solutions (knowledge) base and allows users to request hardware and software as if they were shopping online, making it very intuitive and user-friendly. The setup process is simple and doesn't require technical support. It also comes with an app, making it accessible on mobile devices, which is useful if the laptop stops working. However, customizing the web portal does require web design skills. I chose FreshService mainly because it's cost-effective. It's a comprehensive tool that's easy to work with. The reason I switched to FreshService was also because of its cost.
August 10, 2024
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Steven A
Freshservice: A Project Manager's Dream
As a project manager, I appreciate the robust features of Freshservice. The project tracking and ticketing system are particularly noteworthy
August 6, 2024
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Joseph G
An Appreciative Review of Freshservice: Functionality, Customer Service, and Empathy
I must say, the Freshservice product is quite impressive! The functionality is top-notch and it's clear that a lot of thought has been put into its design. The customer service, while it has room for improvement, has shown some promising aspects. For instance, they are quick to close tickets, which shows their efficiency. There have been a few hiccups with my data exports, but these instances have provided valuable learning experiences. What I appreciate the most is their empathetic approach. Whenever I've had issues, they've always responded with we understand, which shows they're listening and acknowledging my concerns. The account managers are quite commendable, always ready to assist and provide guidance. Interacting with the support team can be challenging at times, but it's like a stimulating conversation that keeps you on your toes. It's a unique experience that pushes you to communicate your issues more clearly. Overall, I'm quite thrilled with my journey with Freshservice so far!
July 30, 2024
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Jesse D
Unlocking Efficiency with Freshservice: A User's Perspective
I have found Freshservice to be a valuable asset to our organization. It has simplified my role as a manager, enabling me to easily review team performance, make announcements, and identify trends in issues or requests. It has been a game-changer for us, with its service catalog and user-friendly interface boosting our employees' productivity over the past 2+ years since we implemented it. The customizable forms and workflow have allowed our IT department to streamline processes and improve efficiency. However, I wish the reporting capabilities were more customizable. I've had instances where I needed support on reports from Freshservice, but found that the reports I needed weren't possible. The Freshservice support team informed me that my reporting needs would be considered for potential future enhancements. We chose Freshservice for its cost and ease of customization. We switched from our previous product because it lacked a customizable system, didn't allow our employees to track their tickets once created, and had no reporting capabilities.
July 20, 2024
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Julia A
Excellent Tool for ITSM, ITAM and ITOM
I value the Self-service portal and Virtual Agent in Freshservice as they enable users to conveniently make service requests and assist with basic troubleshooting. However, I think the customer support services could be improved and offering on-site support would enhance product understanding. I opted for Freshservice over ServiceNow because of its lower cost and ease of deployment.
July 15, 2024
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Raymond Miller
Freshservice: A Journey from Start-Up to Scale-Up
I had a positive experience with Freshservice, appreciating its intuitive UI and easy deployment. I found the global wide search feature particularly useful. However, as our organization expanded and we developed more systems, we discovered that Freshservice lacked the necessary integration capabilities. This made it challenging to keep Freshservice in our IT ecosystem. We initially switched to Freshservice for its promised integration with WD, AD, Slack, and other systems, but unfortunately, it didn't live up to these expectations.
July 8, 2024
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Kyle B
August Software Review: Freshservice
In my August review, I would normally rate Freshservice 4.5 stars due to their prompt, efficient, and friendly service. However, my rating is lower this time due to an issue with ServiceBOT knowledge solutions. The URLs to SharePoint are not working and it's taking a while to get fixed.
July 1, 2024
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Steven A
Decent Value for the Price with Freshservice
The product is decent for its price, but it needs further development. The support team often fails to comprehend the issues reported or suggests unsuitable solutions. The product lacks flexibility and our needs are often dismissed with the excuse that that's not how ITIL works. I believe ITIL is a framework, not a set of laws, and it would be beneficial if the system could reflect this understanding.
June 22, 2024
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Katherine Rodriguez
Freshservice's Asset Management: A Game-Changer for CIOs
As a CIO, I find Freshservice's asset management feature extremely useful. It provides a clear overview of all IT assets, aiding in effective resource allocation
June 16, 2024
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Margaret
Efficiency Boost: Freshservice's Seamless Integration for Systems Analysts
As a systems analyst, I appreciate the integration capabilities of Freshservice. It seamlessly integrates with our existing systems, enhancing overall efficiency
June 11, 2024
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Zinnia D
Operates, Room for Improvement
I believe that if Freshdesk's interface and workflow were combined with Freshservice's added features, such as asset management, it would be perfect. However, Freshservice's API is limited and puts too much work on their developers. The user interface is inconsistent and clunky. Despite these issues, it gets the job done and the mobile app is very useful.
June 2, 2024
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Andrew Davis
Freshservice Boosts Customer Service Efficiency
As a customer service representative, Freshservice has streamlined our processes. The ability to track and manage customer queries in real time has greatly improved our efficiency
May 27, 2024
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Matthew Johnson
Appreciating Freshservice's Consistent Billing and Customer Service
I've been using Freshservice for a while now and I must say, their commitment to maintaining a consistent billing cycle is impressive! Even though I paused my usage in January, they've been diligently keeping my account active till May. It's clear they're keen on ensuring I can jump right back in whenever I'm ready. I'm considering getting in touch with their customer service to adjust my subscription, instead of going through the hassle of cancelling my credit card.
May 21, 2024
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Madison E
Excellent Software, Inconsistent Support
I've experienced several instances where FreshService's second level support team insisted that certain functionalities were impossible, only to later discover that the product could indeed perform those functions, but a bug was preventing it. There was even a time when they acknowledged a bug, ignored it for weeks, and then denied its existence, blaming me for doing things incorrectly. This forced me to escalate the issue. On one occasion, they even blamed me for a mistake they made. FreshService is a product with high potential and overall good execution, but it's let down by numerous bugs and poor support. If they could address these issues, I would rate them very highly. Unfortunately, they haven't shown the ability to do so. The reporting is poor, there are numerous bugs in unexpected modules, and obvious features are missing. When I try to work around these issues, I encounter more bugs.
May 14, 2024
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Flannery M
Efficient Automation and User-Friendly Interface
its automation capabilities have significantly reduced our response time. The user-friendly interface is a bonus
May 6, 2024
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Bobby Rodriguez
Exploring Freshservice: A Personal Journey of Learning and Collaboration
My experience with our assigned TAM, Ragu, has been quite a learning curve. We have a unique communication style where we exchange one email per day, which keeps our correspondence concise and focused. Occasionally, the resolutions provided require some tweaking, but it's all part of the process. I often find myself reaching out to Atul from the Devs, who is always ready to lend a hand and resolve our issues. The workflows can be challenging, but it's an exciting opportunity to improve the automations we're configuring. It's like solving a puzzle, and the satisfaction when everything falls into place is unparalleled. I've had some intense discussions with Andrew, which sometimes end abruptly, but I believe it's all part of the passion we share for our work. I even have a recording of one of our calls, which could serve as a great example of our dynamic discussions. If given a chance, I would love to work with a different TAM and Manager, just to experience a new dynamic and learn from their unique perspectives.
April 30, 2024
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Gloria
Great Value, User-Friendly and Simple Implementation with Freshservice
I am satisfied with Freshservice and find it to be a good value compared to other similar service desks. I particularly like features such as round robin ticket assignment, asset discovery and tracking, and the provision of a Knowledge Base for both Users and Agents. We mainly use the ticket system to manage resolution steps and archive past interactions and solutions, which FreshService provides with minimal effort on our part. Although somewhat limited, I appreciate the ability to customize our portal. However, adding MSP's can be confusing. We had to open a trial account and then merge it into our main Desk. The last time we did this, FreshService failed to convert the account properly and we were billed for the "trial" account. It took several weeks to resolve the billing issue. I recommend working with a live agent from the start to ensure a smooth process. I chose Freshservice because it offered more features for less than comparable services. The Agent and Administrator online interface is also aesthetically pleasing and easy to tailor to our needs.
April 23, 2024
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Joseph
Efficient IT Management with Freshservice
As an IT manager, I find Freshservice to be a highly efficient tool
April 16, 2024
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Roger N
Exploring the Unique Customer Service Approach of Freshservice
I find Freshservice to be an intriguing platform! It's unique in that it doesn't have a 'compose' button to initiate a conversation with a customer. Instead, it's designed as a 'reply only' platform, which is a fresh take on customer service. If a customer calls in and I need to send them an email or a text response, it's an exciting journey to navigate to a different tab than my Freshworks inbox. I also get to create a customer journey and take about four other steps just to send a single email. This makes it a unique and engaging platform that I've ever encountered. It's a different approach, but it's a fun challenge that keeps me on my toes!
April 13, 2024