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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?

Cloud-based
On-premise

About the vendor

  • Freshworks
  • Located in San Mateo, US
  • Founded in 2011

Freshservice support

  • Phone Support
  • 24/7 (Live rep)
  • Chat

Countries available

Australia, Austria, Belgium, Brazil, Canada and 40 others

Languages

Dutch, English, French, German, Italian and 5 others

Freshservice pricing

Starting Price:

US$29.00/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$29.00/month.

About the vendor

  • Freshworks
  • Located in San Mateo, US
  • Founded in 2011

Freshservice support

  • Phone Support
  • 24/7 (Live rep)
  • Chat

Countries available

Australia, Austria, Belgium, Brazil, Canada and 40 others

Languages

Dutch, English, French, German, Italian and 5 others

Freshservice videos and images

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Features of Freshservice

  • API
  • Access Controls/Permissions
  • Activity Dashboard
  • Activity Tracking
  • Alerts/Escalation
  • Alerts/Notifications
  • Approval Workflow
  • Asset Lifecycle Management
  • Asset Tracking Software
  • Assignment Management
  • Audit Management
  • Audit Trail
  • Automated Routing
  • Backup and Recovery
  • CMDB Software
  • Cataloging/Categorization
  • Change Management Software
  • Change Planning
  • Change Tracking
  • Chat/Messaging
  • 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 Fields
  • Customizable Forms
  • Customizable Reports
  • Customizable Templates
  • Dashboard Software
  • Data Visualization Software
  • Device Auto Discovery
  • Disaster Recovery
  • Document Management Software
  • Document Storage
  • Drag & Drop
  • Electronic Signature
  • Email Management Software
  • Feedback Management
  • For IT Project Management
  • Forms Management
  • Help Desk Management
  • IT Asset Management Software
  • IT Asset Tracking
  • Incident Management Software
  • Incident Reporting
  • Inventory Management Software
  • Inventory Optimization Software
  • Investigation Management Software
  • Issue Auditing
  • Issue Management
  • Issue Tracking Software
  • Knowledge Base Management
  • Knowledge Management Software
  • License Management Software
  • Live Chat Software
  • Maintenance Scheduling
  • Monitoring
  • Multi-Channel Communication
  • Multi-Language
  • Multi-Location
  • Patch Management Software
  • Performance Metrics
  • Prioritization
  • Problem Management
  • Product Identification
  • Project Tracking Software
  • Real Time Monitoring
  • Real-Time Chat
  • Relationship Mapping
  • Release Management
  • Remote Monitoring & Management
  • Reporting & Statistics
  • Reporting/Analytics
  • Resource Management Software
  • Routing
  • Scheduling Software
  • Search/Filter
  • Self Service Portal
  • Service Catalog
  • Service Level Agreement (SLA) Management
  • Status Tracking
  • Supplier Management
  • Support Ticket Management
  • Survey/Poll Management
  • Surveys & Feedback
  • Task Management Software
  • Third Party Integrations
  • Ticket Management
  • Widgets
  • Workflow Configuration
  • Workflow Management Software

Alternatives to Freshservice

Kayako - Straightforward Live Chat to quickly connect for customer service across devices and platforms.
On-prem & cloud-based unified endpoint management and security tool that helps manage organization endpoints from single console. Learn more about ManageEngine Endpoint Central
Beautilful help desk software, available both "SaaS" and "on-premise". Tracks your customers' issues, fully integrates with your email.
Customizable solution includes project management, CRM and service desk with integrated time and billing running off the same database.
An open source customer support system that organizes, manages and archives incoming support requests.
Integrated business management solution that automates financial, customer relationship and supply chain processes.
Canais de comunicação centralizados: E-mail, Portal do Cliente, chat, telefonia, Integração API, WhatsApp, Facebook e formulários.
Easily maintain and configure IT processes across your organization with Cherwells comprehensive ITSM solution.
Automate and streamline processes to solve customer issues faster, decreasing your cost to serve and increasing customer loyalty.

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.

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

Freshservice - Great ITSM tools and keeps on improving.

4.0 2 months ago New

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

Alternatives Considered: ServiceNow Customer Service Management and ManageEngine ServiceDesk Plus

Reasons for Choosing Freshservice: Jira was too complicated and costly compared to the features that you get. Integrations also seemed to cost extra for each integration that you needed. It was not well received by our helpdesk team and they have really loved the change.

Switched From: JIRA Service Management

Reasons for Switching to Freshservice: ServiceNow was excellent but was too costly once we got quotes for this. ManageEngine was not as good at integrating with the platforms that we used and Freshservice hit the sweet spot between the 2 competing products.

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.

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

Manage your IT Service Desk, Freshservice gets it done

5.0 3 months ago

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.

Alternatives Considered: iTOP

Reasons for Switching to Freshservice: because it was more feature rich as compared and a paid product with support