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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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
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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.
Cons from reviewers
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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.
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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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Main features
Starting Price
Free Plan
Service desk IT
ITSM software
IT project management
Self-service portal
SLA management
Starting Price
$15
/ user / month
Free Plan
No
Service desk IT
ITSM software
IT project management
Self-service portal
SLA management
What is Freshservice?
90% off the Pro plan for 1 year on Freshservice
Get 90% off the Pro plan for 1 year on Freshservice and up to $100,000 savings with Secret.
How Freshservice compare to similar software?
Product
Freshservice
4.0
Freshservice reviews
Price
$15
/ user / month
Free plan
No
Main features
Pros
Cons
Alternatives
Deal
Freshservice
vs
ServiceNow
Freshservice offers a more affordable and user-friendly ticket management system that is particularly suitable for small to medium-sized organizations. It provides basic ticket management capabilities that allow IT teams to efficiently handle and resolve customer requests and incidents. In terms of reprts, the platform focuses on simplicity making it easy to access the needed data, with predefined reports and dashboards. Moreover, the powerful API that Freshservice offers, enables creation of customized integrations despite the fact it offers integration options with popular aplications like Slack, Teams, Google Calendar, etc. Such integrations are offered through a separate tab within the platform. Finally, the pricing model offered is pretty straightforwad and includes core ITSM capabilities. You have the option of trialing the platform for free, before you decide to commit to longer term.
ServiceNow, on the other hand, offers a comprehensive system for managing tickets that...
Freshservice
Intelligent, flexible and intuitive ITSM software
ServiceNow
All-in-one enterprise service management software
Freshservice
vs
Jira
Freshservice and Jira are two service desk tools that businesses can use to handle requests, resolve incidents, and track tickets.
Freshservice stands out because it offers channels of communication such as chat, voice calls, email, and an online portal. This allows for communication-related to incidents. It also. Routes communications based on the seriousness of the problem and keep a record of all incidents for reference. Additionally, Freshservice uses AI technology to identify trends and underlying issues by automatically connecting incidents with patterns and problems for further investigation. Freshservice offers a set of asset management tools built on top of an integrated Configuration Management Database (CMDB). It facilitates the creation of a source CMDB for hardware, software, and SaaS assets by utilizing real-time connectors with discovery solutions, identity providers, and endpoint management tools. With its platform, Freshservice allows management of the entire...
Freshservice
Intelligent, flexible and intuitive ITSM software
Jira
Streamline your workflow and unleash your productivity
Freshservice
vs
Zendesk
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
Zendesk
Create a customer success support suite that is accessible and available to your customers at all times.
Who is Freshservice best for according to our reviewers?
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
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
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 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.
90% off the Pro plan for 1 year on Freshservice
Get 90% off the Pro plan for 1 year on Freshservice and up to $100,000 savings with Secret.
Freshservice reviews
4.0
Freshservice rating
4.5
Ease of use
4.5
Customer service
4.4
Value for money
4.3
Likelihood to recommend
4.3
Features
4 Freshservice reviews
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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
