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.
Where can Freshservice be deployed?
Freshservice videos and images
Features of Freshservice
- Access Controls/Permissions
- Activity Dashboard
- Activity Tracking
- Alerts / Escalation
- Asset Lifecycle Management
- Asset Tracking Software
- Assignment Management
- Audit Management
- Audit Trail
- Backup and Recovery
- CMDB Software
- Change Management Software
- Collaboration Tools
- Completion Tracking
- Compliance Management
- Compliance Tracking
- Configuration Management
- Content Management System (CMS) Software
- Contract Drafting
- Contract Lifecycle Management Software
- Contract/License Management
- Corrective and Preventive Actions (CAPA)
- Cost Tracking
- Customer Complaint Tracking
- Customizable Branding
- Customizable Reports
- Customizable Templates
- Dashboard Software
- Device Auto Discovery
- Disaster Recovery
- Document Management Software
- Drag & Drop
- Electronic Signature
- Email Management Software
- Feedback Management
- For IT Project Management
- Help Desk Management
- IT Asset Management Software
- Incident Management Software
- Incident Reporting
- Inventory Management Software
- Investigation Management Software
- Issue Auditing
- Issue Management
- Issue Tracking Software
- Knowledge Management Software
- License Management Software
- Live Chat Software
- Location Tracking
- Maintenance Management Software
- Maintenance Scheduling
- Mobile Access
- Multi-Channel Communication
- Performance Metrics
- Problem Management
- Project Tracking Software
- Real Time Monitoring
- Relationship Mapping
- Release Management
- Remote Monitoring & Management
- Reporting & Statistics
- Resource Management Software
- Self Service Portal
- Service Catalog
- Service Level Agreement (SLA) Management
- Status Tracking
- Supplier Management
- Support Ticket Management
- Task Management Software
- Third Party Integrations
- Ticket Management
- Workflow Configuration
- Workflow Management Software
Alternatives to Freshservice
Reviews of Freshservice
Best ITSM / ESM tool out there
Comments: We are solving 1200 tickets a week with a team of 22, and automating resolution of 320 tickets a week using workflow automator. We were able to get up and running with Freshservice with only 3 months for planning, build and implementation.
- Very little initial configuration needed - features work out-of-the-box - User experience (UX) very very good - modern, quick and easy to use, looks great - Workflow automations and orchestrations allow significant and valuable automation with little work - Sandbox mode allows safely making and testing changes, and syncing them into production easily - Ticket approvals system works very logically and very well
- Sandbox sync sometimes fails and needs Freshworks support intervention - Only the main requester can access the ticket, and it's not possible to add others to see the ticket - No first-party SSO integration - we have to use a 3rd party plugin for SSO & SCIM which only syncs user attributes when they re-login - Agent permissions are not granular enough to allow us to lock down the number of admins as much as we want - WYSIWYG editor has quite a few quirks around new lines and styling
Alternatives Considered: ServiceNow
Reasons for Choosing Freshservice: - Jira Service Management requires significant building and configuration, and out-of-the-box Freshservice is pre-configured ready to go, and any configuration you do is a bonus, not a requirement. - Jira's user experience is very outdated and slow, wasting our agents' and requesters' time.
Switched From: JIRA Service Management
Reasons for Switching to Freshservice: - ServiceNow requires even more building and configuration than Jira, and requires programming using AngularJS, a now deprecated framework, and we would need to hire programmers who specialise in it and configuring ServiceNow - ServiceNow's user experience is also pretty outdated and slow compared to Freshservice
FreshService is Great but not consistent
Comments: It's amazing! it's just hard for me to hand over some of the responsibility due to the steep learning curve. Support could really do with arranging time to speak to you instead of email tennis, support can be slow but some agents are stella!
The way it can be used to report on bottlenecks and problem areas as well and programmed to tackle them is a game changer. It's great but you do have to know what changes impact others and I think it could be made more clear even for those with experience it wouldn't hurt and for those learning it would speed up the learning curve a lot.
Inconsistencies in user interface. Menus and options and ways of changing things differs on newer or older modules. Also the Employee Onboarding is great but a pain to adjust if you wish to change the Stakeholder order and initiators. Also linking to AD groups for requesters and agents would be ideal.
Alternatives Considered: ServiceNow
Reasons for Choosing Freshservice: KACE was old and lacked options. I had FreshDesk experience and suggested FreshDesk but we landed on FreshService which make FreshDesk look like BETA software.
Switched From: KACE
Reasons for Switching to Freshservice: Previous experience using FreshDesk and how it was beneficial to our needs.
Good value and easy to implement and use
Comments: We have been happy with Freshservice and consider it a good value in comparison to some of the other Desks out there that provide similar service. We particular enjoy features like round robin ticket assignment, asset discovery and tracking, and providing a Knowledge Base for both Users (Requesters) and Agents.
We rely on the ticket system primarily to manage steps to resolution and archive past interactions and solutions. FreshService provides this functionality with little back-end effort on our part. Though somewhat limited, we do appreciate the ability to customize our portal.
Adding MSP's can be a confusing process. As it stands, you have to open a trial account then merge it into your main Desk. Last time we did this, FreshService failed to convert the account properly and we ended up being billed for the "trial" account. It took us several weeks to get the billing resolved. I recommend working with a live agent right off the bat to make this happen as smoothly as possible.
Reasons for Switching to Freshservice: Freshservice offered more features for less than comparable services. The Agent and Administrator online interface is also aesthetically appealing and easy to tailor to our needs.
A user-friendly all-in-one solution for the servicedesk
I am really happy I rolled out FreshService 2 months before Covid-19 forced all to work remote. We were able to support users from home ( IT was at home as well ) without issues.
FreshService contains a Solutions (knowledge-) base, users can request hard- and software like shopping online, very intuitive and user friendly
The ease to set it up : you can do it yourself without technical support. It comes with an app so it works on mobile devices as well, convenient if the laptop stops working.
You cannot change the webportal to your liking unless you have webdesign skills.
Alternatives Considered: ServiceNow Customer Service Management
Reasons for Choosing Freshservice: Costs
Switched From: TOPdesk
Reasons for Switching to Freshservice: Costs (yes, I'm Dutch..) the tool has it all and the ease of working with it.
Freshservice is the best ITSM, our users love it!
Comments: After using several ITSM tools, Freshservie deployment was very easy and it fits 100% with our needs at an affordable price.
Ticket management is great by itself but if you uses it with workflow automation it's awesome. You can configure as many user portal as you want and it was a requirement. Inventory is also great module. Project management help us not only in the helpdesk team but also in other areas of the department.
The knowledge base could be better. You can't create more than two category levels and sometimes is not enough.
Reasons for Choosing Freshservice: OTRS was very difficult to configure and sometimes you couldn't find the way to configure it to fit with your requirements. Spiceworks is for little companys.
Reasons for Switching to Freshservice: It was the best option for us.