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Freshservice Review

Freshservice
Our score: 9.4 User satisfaction: 97%

What is Freshservice?

Freshservice is a winner of our Supreme Software Award for 2018 as well as our Best Customer Service Software Award for 2018. 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

This award is given to the best product in our customer service software category. It highlights its superior quality and underlines the fact that it's a leader on the market.
This award is given only to top B2B products and represents the highest possible level of service. It highlights the vendor’s extensive knowledge of the industry they’re selling to and the needs of their customers.
An award given to products our B2B experts find especially valuable for companies

Freshservice Position In Our Categories

Knowing that businesses have their own business demands, it is only wise they abstain from choosing a one-size-fits-all, ideal solution. Nonetheless, it is nearly futile to pinpoint such a software solution even among widely used software products.
The practical thing to do is to note down the different important aspects that merit examination including important features, plans, technical skill levels of staff, organizational size, etc. The second step is, you must follow through your research exhaustively. Read these Freshservice reviews and scrutinize the other solutions in your shortlist in detail. Such comprehensive product investigation ascertains you steer clear of ill-fitting apps and pay for the system which delivers all the features you require company requires for success.

Position of Freshservice in our main categories:

TOP 5

Freshservice is one of the top 5 Customer Support Software products

TOP 5

Freshservice is one of the 5 Help Desk Software products

TOP 5

Freshservice is one of the top 5 IT Asset Management Software products

Freshservice is also listed in the following subcategories:

Enterprises have diverse needs and requirements and no software solution can be just right in such a condition. It is futile to try to find a perfect out-of-the-box software system that fulfills all your business needs. The intelligent thing to do would be to adapt the solution for your special requirements, employee skill levels, finances, and other aspects. For these reasons, do not hurry and subscribe to well-publicized trendy applications. Though these may be widely used, they may not be the ideal fit for your specific requirements. Do your groundwork, look into each short-listed platform in detail, read a few Freshservice IT Service Management Software reviews, contact the seller for clarifications, and finally select the application that presents what you want.

How Much Does Freshservice Cost?

Freshservice Pricing Plans:

Free Trial

Sprout

Free

Blossom

$29/agent/month

Garden

$49/agent/month

Estate

$79/agent/month

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

Positive Social Media Mentions 29
Negative Social Media Mentions 1

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.

Video

Screenshots

Technical details

Devices Supported

  • Windows
  • Linux
  • Android
  • iPhone/iPad
  • Mac
  • Web-based

Deployment

  • Cloud Hosted

Language Support

  • English

Pricing Model

  • Free
  • Annual Subscription

Customer Types

  • Small Business
  • Large Enterprises
  • Medium Business
  • Freelancers

What Support Does This Vendor Offer?

  • email
  • phone
  • live support
  • training
  • tickets

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Freshservice Comparisons

Freshservice user reviews

The best quality money can buy

Read full review >
Tina
5/5

Overall Impression

5/5

Customer Support

5/5

Value for Money

5/5

Ease of Use

Published on: 12.10.2018 Company Size: 11-50 Employees Industry: N/A

https://www.g2crowd.com/survey_responses/freshservice-review-61110

Read full review >
Diana
5/5

Overall Impression

5/5

Customer Support

5/5

Value for Money

5/5

Ease of Use

Published on: 26.09.2018 Company Size: 11-50 Employees Industry: Primary and Secondary Education

The Enchanted Lamp of Customer Service

Read full review >
Gladys
5/5

Overall Impression

5/5

Customer Support

5/5

Value for Money

5/5

Ease of Use

Published on: 24.08.2018 Company Size: More than 100 Employees Industry: Non-Profit Organization

Freshservice was most helpful for the dynamics of our work

Read full review >
Christie
4/5

Overall Impression

4/5

Customer Support

4/5

Value for Money

4/5

Ease of Use

Published on: 18.04.2018 Company Size: More than 100 Employees Industry: N/A

The best help desk solution our company could find

Read full review >
Christina
5/5

Overall Impression

5/5

Customer Support

5/5

Value for Money

5/5

Ease of Use

Published on: 18.03.2018 Company Size: More than 100 Employees Industry: Warehousing

What are Freshservice pricing details?

Freshservice Pricing Plans:

Free Trial

Sprout

Free

Blossom

$29/agent/month

Garden

$49/agent/month

Estate

$79/agent/month

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

Freshservice average rating:

Average score
5/5 (11 user reviews)
5/5

Overall Impression

5/5

Customer Support

5/5

Value for Money

5/5

Ease of Use

Write your own review of this product

ADD A REVIEW

The most favorable review

Edwin

PROS: 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 Hardware, Helpdesk, IT, and many other features that make proper support possible. Besides, it is heavily equipped for customization, and there is hardly any chance that a tool will be missing. Even if it does, their support service is always on alert for innovations. I can’t find enough words to praise the quality of our work ever since we integrated it.

CONS: So far so good! We demanded few changes, and we got exactly what we wanted.

Reviewed 2 years ago

Read full review >

The least favorable review

Christie

PROS: False modesty aside, we’ve mastered functionality in end-user support. We took full advantage of Freshservice’s features to perform detailed tracking, and to make accurate reports for our proactive response. Both we and our customers are extremely satisfied with it.

CONS: It’s not such a big deal, but both semantics and lexis could be improved. I don’t always dare to configure my settings, because I can’t understand the effect my action could provoke. These errors spoil the full picture, and I’m sure there is much to be reconsidered in the future.

Reviewed 2 years ago

Read full review >

More reviews from 11 actual users:

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  • Most negative

The best quality money can buy

Read full review >
Tina
5/5

Overall Impression

5/5

Customer Support

5/5

Value for Money

5/5

Ease of Use

Published on: 12.10.2018 Company Size: 11-50 Employees Industry: N/A

PROS: 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 every package, and ‘sieved’ between all kinds of suppliers to estimate both the service and the support. As you can guess, the experience was painful, and I didn’t really work out enthusiasm for any of them. All of that before Freshservice appeared! Being able to compare functionality, flexibility, customization, and administration, I bet my bottom dollars that Freshservice is the best product on the market. The price is ridiculously low compared to its operation, which is probably one of the main reasons for the product to be so popular.

CONS: No need to create a fuss about it, but the reporting portfolio is quite inflexible. However, I overheard they’re a stone throw from developing a new one, and I am only hoping it will happen soon.

What do you think about this review? Great Poor

https://www.g2crowd.com/survey_responses/freshservice-review-61110

Read full review >
Diana
5/5

Overall Impression

5/5

Customer Support

5/5

Value for Money

5/5

Ease of Use

Published on: 26.09.2018 Company Size: 11-50 Employees Industry: Primary and Secondary Education

PROS: The implementation is simple, and the setup is surprisingly user-intuitive It doesn’t take to be an It expert to use itboth agents and users cope with It successfully It is effortlessly integrated in Google for Education through Google Apps It automatically detects population and hardware into CMDB through probe It complies with all requirements, and It guides organizations towards innovative solutions.

CONS: I expected the probe detection of CMDB to be far more comprehensive. The post-configuration detection of items still requires a lot of manual adjustment. I sincerely hope that this problem will be fixed soon.

What do you think about this review? Great Poor

The Enchanted Lamp of Customer Service

Read full review >
Gladys
5/5

Overall Impression

5/5

Customer Support

5/5

Value for Money

5/5

Ease of Use

Published on: 24.08.2018 Company Size: More than 100 Employees Industry: Non-Profit Organization

PROS: 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 very modern! In fact, it is crucial for encouraging and motivating staff to resolve tickets without losing focus of their customers’ satisfaction.

CONS: It is available as a mobile app, but the app is incompatible with SSO. As far as I am informed, they’re already dealing with this limitation. Except of this, I really can’t think of anything else.

What do you think about this review? Great Poor

Freshservice was most helpful for the dynamics of our work

Read full review >
Christie
4/5

Overall Impression

4/5

Customer Support

4/5

Value for Money

4/5

Ease of Use

Published on: 18.04.2018 Company Size: More than 100 Employees Industry: N/A

PROS: False modesty aside, we’ve mastered functionality in end-user support. We took full advantage of Freshservice’s features to perform detailed tracking, and to make accurate reports for our proactive response. Both we and our customers are extremely satisfied with it.

CONS: It’s not such a big deal, but both semantics and lexis could be improved. I don’t always dare to configure my settings, because I can’t understand the effect my action could provoke. These errors spoil the full picture, and I’m sure there is much to be reconsidered in the future.

What do you think about this review? Great Poor

The best help desk solution our company could find

Read full review >
Christina
5/5

Overall Impression

5/5

Customer Support

5/5

Value for Money

5/5

Ease of Use

Published on: 18.03.2018 Company Size: More than 100 Employees Industry: Warehousing

PROS: 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 now we have it on our browsers and our mobile devices. Getting rid of our local databases, and shifting towards automatic software was the best decision we’ve ever made. Another benefit is that updates and modifications are available to every person in the team. We no longer worry about installing updates, and we have no maintenance issues. Just perfect!

CONS: I have no words to describe how amazing this project management program is. I wouldn’t change anything about it, but I would like to enable it to do more work for me. Let’s say that it needs some well-rounded features, for instance ones that will make it suitable for large projects and operations. I simply want it to be more than an IT tool.

What do you think about this review? Great Poor

A new beginning for our helpdesk

Read full review >
Kim
5/5

Overall Impression

5/5

Customer Support

5/5

Value for Money

5/5

Ease of Use

Published on: 04.03.2018 Company Size: More than 100 Employees Industry: Accounting

PROS: 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 Freshservice, we have a clear overview on every ticket arriving to our helpdesk. I am able to follow both the volume and status of tickets, and I have a crowd of satisfied customers whose feedback is always considered.

CONS: I would work a bit more on the reporting, mostly on customization and flexibility. The pre-made version is fairly stocked with information, but there’s little chance to detect trends and to make accurate decisions. Long story short, too limited for my taste.

What do you think about this review? Great Poor

Looking for great quality? You found it!

Read full review >
Ron
4/5

Overall Impression

4/5

Customer Support

4/5

Value for Money

4/5

Ease of Use

Published on: 26.02.2018 Company Size: More than 100 Employees Industry: Higher Education

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.

What do you think about this review? Great Poor

All support tools in one place

Read full review >
Edwin
5/5

Overall Impression

5/5

Customer Support

5/5

Value for Money

5/5

Ease of Use

Published on: 23.02.2018 Company Size: More than 100 Employees Industry: Biotechnology

PROS: 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 Hardware, Helpdesk, IT, and many other features that make proper support possible. Besides, it is heavily equipped for customization, and there is hardly any chance that a tool will be missing. Even if it does, their support service is always on alert for innovations. I can’t find enough words to praise the quality of our work ever since we integrated it.

CONS: So far so good! We demanded few changes, and we got exactly what we wanted.

What do you think about this review? Great Poor

The tool that will never stop surprising you

Read full review >
Lois
5/5

Overall Impression

5/5

Customer Support

5/5

Value for Money

5/5

Ease of Use

Published on: 18.02.2018 Company Size: More than 100 Employees Industry: Higher Education

PROS: 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 students. But there is more about Freshservise! Most of the time, it performs the role of a personal database, where all problems, updates, and releases are being stored. It relates them to the appropriate tickets automatically, and it allows us to use our time for something more important. Freshervice increases the value of this institution, especially when users are concerned. They get a service catalog, and access to a rick knowledge base. These tools are slow at times, but we are working to improve them.

CONS: I think asset management it’s still below the threshold of its capacity, but I don’t expect developers to carry the can for something we’re not able to explore. Sometimes I think it’s just me that finds it limited and simple, but I can’t help thinking there is a more complex environment somewhere there. To be honest, our team is not really able to estimate this, since there is no previous tool to compare with.

What do you think about this review? Great Poor

We found the helpdesk we were looking for

Read full review >
Alice
5/5

Overall Impression

5/5

Customer Support

5/5

Value for Money

5/5

Ease of Use

Published on: 08.02.2018 Company Size: More than 100 Employees Industry: Education Management

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.

What do you think about this review? Great Poor

3 in 1: Useful features, intuitive interface, great looks

Read full review >
Tom
5/5

Overall Impression

5/5

Customer Support

5/5

Value for Money

5/5

Ease of Use

Published on: 07.02.2018 Company Size: More than 100 Employees Industry: Construction

PROS: Freshservice is user-intuitive, and I really like how it looks. Customization is easy, and there is efficient customer support that replies immediately. The API is above the board, meaning you can always update both tickets and data from custom developed software. The ‘you get what you paid for’ rule doesn’t apply here. You get much more!

CONS: Even if quality is beyond reasonable doubt, I would recommend you to use it in Chrome. Edge and Explorer are fair enough, but you might miss some features.

What do you think about this review? Great Poor
Reviewed By Louie Andre
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