Freshservice REVIEW

IT Service Desk Software

11 user reviews
USER SATISFACTION 97%
OUR SCORE 9.4

What is Freshservice?

Freshservice is a winner of our Supreme Software Award for 2017 as well as our Best Customer Service Software Award for 2017. It is a very popular cloud-based customer support platform that was founded with the mission of enabling companies of all sizes to provide great customer service. It provides plug and play ITIL that complies with best practices without the need for expensive consultations or expert opinions.

Its key functionalities include  a robust ticketing system, accessible knowledge base, asset discovery, and CMDB. Moreover, the software is equipped with capabilities, such as, vendor management, incident management, problem management, change management and release management.

How exactly will Freshservice enhance the quality of your service? The core module of the system is Incident management, developed in a way which lets no customer query fall through the cracks. With a service desk accessible through several channels, you can automate all routine and mundane tasks, and let your team collaborate in order to find the best solution for each query.

Freshservice will also do a great job analyzing and resolving problems before they’ve had whatever impact on your business’s productivity, as it ties sudden incidents to common problems, examines the root cause and suggests valuable workarounds, and keeps all issues recorded in a known-error database until you’ve come up with a permanent solution.

Another competitive edge of this easy-to-use system is planning, tracking, and rollback of changes, the lack of which is known to cause approximately 80% of all IT issues. With Freshservice in your toolkit, you will have modifications and resources properly tracked, and thus be able to analyze the risk and potential impact for each of them. This is how you get to prepare your own rollback plan for unforeseen and unexpected changes, and send CAB approval requests from the very same platform.

Last, but not least, Freshservice is cloud-hosted, and  requires literally zero maintenance while keeping data secure and the system fully automated. Its flexible pricing plans are scalable to its clients’ growth and needs, with a free plan (Sprout) included to cater to teams with up to 3 agents.

A detailed review of Freshservice prepared by our experts is also available with a thorough analysis of Freshservice capabilities and features.

Overview of Freshservice Benefits

This service desk software is cloud-based, it is easy to install, requires low maintenance and effectively runs on autopilot. Customers can log in from any device, anywhere, and deliver exceptional IT service to their users, 24/7.

Freshservice has flexible pricing plans that are scalable, or adjusts to the size of the business, depending on what the user needs.

Its plug and play ITIL complies with best practices and does not need an expert opinion or consultation. The CMDB keeps all configuration items, change logs and relationships in one place.

Freshservice ticketing system is fully customizable with field templates. It is also equipped with smart notifications, service levels and escalations, proactive alerts.

Self-service portal

Freshservice ships with a self-service portal that lets end users raise tickets, check status of older tickets, get notifications, request new services and browse knowledge base articles. A handy feature suggests accurate articles contextually from the knowledge base even as the end user is trying to raise a ticket thus letting the user solve his or her issues on their own.

Service catalog

Freshservice’s service catalog is designed to look and work like a modern eCommerce portal. This makes it easier for end users to request new services. The service catalog is powered by a powerful and flexible backend letting IT teams add/remove/edit service items easily.

Mobile app

Freshservice’s mobile app lets IT teams work even when on the move. This has enabled teams to resolve IT issues with great speed and focus on customer happiness by communicating with the customer effectively. Freshservice’s mobile app also lets end users raise IT issues and service requests on the go. This has played a crucial role in adoption.

Overview of Freshservice Features

  • Basic Ticketing
  • Self Service Portal
  • Knowledge Base
  • Intelligent Automation Tools
  • CMDB
  • SLA Management
  • Scheduler
  • Agent Collision
  • Service Catalog
  • Contract Management
  • Asset Reporting
  • Basic Reporting
  • Advanced Reporting
  • Enterprise Reporting
  • Portal Customization
  • Widgets
  • MSP Plugin
  • Unlimited Mailboxes
  • Custom Mailbox
  • Domain Mapping
  • IP Whitelisting
  • Time Tracking
  • Announcements
  • Satisfaction Surveys
  • Incident Management
  • Problem Management
  • Change Management
  • Release Management
  • Multiple Portal Languages
  • Multiple SLA Policies
  • Multiple Business Hours
  • Customizable Agent Roles
  • Priority Matrix
  • Round Robin
  • 1 Free Custom SSL
  • Integrated Game Mechanics

What Problems Will Freshservice Solve?

Scenario #1

Companies usually face a problem in end user adoption of ITSM solutions. The end users would rather walk up to the IT team and inform them of their issues or even email them issues. And most of these issues emailed are usually ones that are either solved easily or existing issues. IT spends a lot of their time focusing on such issues, thus not being able to focus on the more crucial and important issues. Freshservice has helped companies solve this adoption issue by making an intuitive and user-friendly interface that end users and even IT teams love to use.

Scenario #2

As more and more companies are moving to the cloud, one major problem IT teams face is in managing the enterprise cloud. Freshservice lets IT teams manage the cloud easily through its built-in CMDB. Freshservice is a product from Freshdesk, which is a preferred partner to Amazon Web Services, the preferred cloud infrastructure company for most cloud companies.

Awards & Quality Certificates

Freshservice Position In Our Categories

Position of Freshservice in our main categories:

10

Freshservice is one of the top 10 Customer Support Software products

10

Freshservice is one of the top 10 Help Desk Software products

5

Freshservice is one of the top 5 Project Management Software products

10

Freshservice is one of the top 10
Customer Support Software products

10

Freshservice is one of the top 10
Help Desk Software products

5

Freshservice is one of the top 5
Project Management Software products


Freshservice is also listed in the following subcategories:

Category:Position:Category:Position:
Enterprise Project Management Software#2 Help Desk & Ticketing Software#4
Industry-Specific Help Desk Software#2 IT Service Management Software#2
Service Desk Software#2
Category:Position:
Enterprise Project Management Software#2
Help Desk & Ticketing Software#4
Industry-Specific Help Desk Software#2
IT Service Management Software#2
Service Desk Software#2

It's essential to note that hardly any service in the Customer Support Software category is going to be a perfect solution that can meet all the needs of different company types, sizes and industries. It may be a good idea to read a few Freshservice reviews first as some solutions may dominate just in a very small set of applications or be created with a really specific type of industry in mind. Others may function with an idea of being easy and intuitive and as a result lack complicated elements needed by more experienced users. You can also find solutions that support a large group of customers and give you a powerful feature toolbox, however that in most cases comes at a higher price of such a solution. Make sure you're aware of your requirements so that you pick a service that has specifically the features you search for.

How Much Does Freshservice Cost?

Freshservice Pricing Plans:

Freshservice is available in four monthly plans that are billed annually. You can also try out a great free trial that allows you to test all the key features of the software first. You can start your free trial of Freshservice here.

The pricing plans available for the software are:

Sprout (Free up to 3 agents and 100 free assets):

  • Incident management
  • Knowledge base
  • Self-service portal
  • 100 end users

Blossom ($29/agent/month, plus purchase additional assets at 20 cents/asset/month):

  • All Sprout plan features
  • CMDB
  • Satisfaction surveys
  • Time tracking
  • Unlimited end users
  • Multiple helpdesk emails

Garden ($49/agent/month, purchase additional assets at 20 cents/asset/month):

  • All Blossom Plan features
  • Problem management
  • Change management
  • Custom roles

Estate ($79/agent/month, purchase additional assets at 20 cents/asset/month):

  • All Garden Plan features
  • Integrated game mechanics
  • Round robin assignment
  • Custom SSL and trusted IP
  • Service catalog

User Satisfaction

We realize that when you make a decision to buy IT Service Management Software it’s important not only to see how experts evaluate it in their reviews, but also to find out if the real people and companies that buy it are actually satisfied with the product. That’s why we’ve created our behavior-based Customer Satisfaction Algorithm™ that gathers customer reviews, comments and Freshservice reviews across a wide range of social media sites. The data is then presented in an easy to digest form showing how many people had positive and negative experience with Freshservice. With that information at hand you should be equipped to make an informed buying decision that you won’t regret.

POSITIVE SOCIAL MENTIONS

29

NEGATIVE SOCIAL MENTIONS

1

Video

Technical details

Devices Supported
  • Windows
  • Linux
  • Android
  • iPhone/iPad
  • Mac
  • Web-based
Language Support
  • USA
  • UK
  • Canada
  • International
  • China
  • Germany
  • India
  • Japan
Pricing Model
  • Free
  • Annual Subscription
Customer Types
  • Small Business
  • Large Enterprises
  • Medium Business
  • Freelancers
Deployment
  • Cloud Hosted

What Support Does This Vendor Offer?

  • EMAIL
  • PHONE NO.
  • LIVE SUPPORT
  • TRAINING
  • TICKETS

Freshservice User Reviews

What are Freshservice pricing details?

Freshservice Pricing Plans:

Freshservice is available in four monthly plans that are billed annually. You can also try out a great free trial that allows you to test all the key features of the software first. You can start your free trial of Freshservice here.

The pricing plans available for the software are:

Sprout (Free up to 3 agents and 100 free assets):

  • Incident management
  • Knowledge base
  • Self-service portal
  • 100 end users

Blossom ($29/agent/month, plus purchase additional assets at 20 cents/asset/month):

  • All Sprout plan features
  • CMDB
  • Satisfaction surveys
  • Time tracking
  • Unlimited end users
  • Multiple helpdesk emails

Garden ($49/agent/month, purchase additional assets at 20 cents/asset/month):

  • All Blossom Plan features
  • Problem management
  • Change management
  • Custom roles

Estate ($79/agent/month, purchase additional assets at 20 cents/asset/month):

  • All Garden Plan features
  • Integrated game mechanics
  • Round robin assignment
  • Custom SSL and trusted IP
  • Service catalog

What integrations are available for Freshservice?

Native Integrations

  • Facebook
  • Twitter
  • Salesforce
  • Sugar CRM
  • Capsule
  • FreshBooks
  • Atlassian Jira
  • Harvest
  • Google Apps
  • Google Calendar
  • Google Analytics
  • Google Contacts
  • Gmail Gadgets
  • Google Hangouts
  • Google Drive
  • LogMeIn Rescue
  • HelpOnClick
  • iContact
  • Zoho CRM
  • Snap Engage
  • Nimble
  • Shopify
  • FetchFlow
  • Knowlarity
  • MailChimp
  • Campaign Monitor
  • Highrise
  • Olark
  • Constant Contact
  • WorkFlowMax
  • SurveyMonkey
  • Dropbox
  • Screenr
  • PivotalTracker
  • Zapier
  • Batchbook
  • Amazon Web Services
  • Bomgar
  • Box

Third party Integrations

  • Userlike
  • Magento
  • Woo Themes
  • OneSky

User reviews


User reviews in total: 11

9
2
0
0
0

Average Rating:

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The most favorable review

Alice E.

6 months ago


Pros:
There is a great Sprout plan (a free one, just to say) that enabled me to appoint three desk supervisors with separate accounts. The point is that there are only three of us in IT support, and we need to share the role. Currently, we’re planning to involve the CEO and the Accountant, and I couldn’t be gladder to suggest them a supervisor post and to recommend a Freshservice subscription. I think that everybody could benefit from the flexibility of this software, especially because it is easy to use, and it I heaped with well-executed functions. I stopped struggling to display tickets long ago, and I started to perceive it as a normal task on the schedule. Way better than the irresponsive desks I used to rely on!

Cons:
The Sprout reports left me cold. I expected variety, but ended up having average performance (the same data, the same levels, and an unchanged request mechanism). I don’t really get the whole story, you know. There should be deviation data, for instance (how many times an agent failed to attend a request, and for how long did it last?), and ideally a good outlier plan.

The least favorable review

Ron A.

6 months ago


Pros:
If Freshservice never appeared, we wouldn’t know how much we needed it. It is just indispensible for the organization of our IT department. We rank much better since we improved asset management, and you can notice the change even in our CMDB and the communication strategy. I sincerely claim we’ve never been this successful.

Cons:
I am a bit concerned about asset tracking, since you pay per item. I was surprised to see no alert prior to the allotment, and I even think there should be some additional licensing.

Published 6 months ago
Verified
user
There is a great Sprout plan (a free one, just to say) that enabled me to appoint three desk supervisors with separate accounts. The point is that there are only three of...



What do you think about this review? Great Poor
Published 6 months ago
Verified
user
Freshservice is an easygoing, well-structured system. The IT team of our University uses it for communication, or in order to track request tickets from colleagues and...



What do you think about this review? Great Poor
Published 6 months ago
Verified
user
The entire team came to appreciate Freshservice because of its amazing remote tickets management. Having the full picture of our tickets was a critical issue for us, but...



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Published 6 months ago
Verified
user
If there is something to regret about Freshservice, it is that I didn’t find out about it sooner. It took me a while to replace the system we had, meaning I checked...



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Published 6 months ago
Verified
user
If Freshservice never appeared, we wouldn’t know how much we needed it. It is just indispensible for the organization of our IT department. We rank much better since we...



What do you think about this review? Great Poor
Published 6 months ago
Verified
user
Freshservice is user-intuitive, and I really like how it looks.




What do you think about this review? Great Poor
Published 6 months ago
Verified
user
Full control over the tickets: How does that sound? Let me tell you that it is amazing, and you wouldn’t change it for any similar software! Ever since we purchased...



What do you think about this review? Great Poor
Published 7 months ago
Verified
user
The implementation is simple, and the setup is surprisingly user-intuitive It doesn’t take to...



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Published 7 months ago
Verified
user
I am a fan of their branding, configuration, automation, and usability. The entertaining tool for awarding badges to satisfied agents who participated in the survey is...



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Published 7 months ago
Verified
user
Take all possible tools for handling support that come to your mind, and put them in a single dashboard. That’s exactly how Freshservice looks! The tool integrates...



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