Designed to simplify enterprise IT operations, Freshservice is a complete Service Desk, packed with powerful automation features that suits every organization's IT needs. Unlike the traditional bulky IT Help Desk solutions, Freshservice is 100% SaaS-based, making it flexible & easy-to-use without having to worry about data security or manning software upgrades and maintenance.
Freshservice comes with an array of useful features including a robust ticketing system, self-service portal and knowledge-base, in addition to it's ITIL-ready components viz., Asset Management, Incident Management, Problem Management, Change Management & Release Management.
The Asset Management component helps organizations exercise full control over their IT assets; software/hardware assets can be added, tagged, tracked and delinked, all from one place. The asset discovery probe & location tracker give the 'what's where' of every asset within a company's network, thereby enabling informed decisions.
In addition to the usual ITIL-ready features, Freshservice also has its acclaimed gamification module, the Arcade. IT agents can score points and spice up their otherwise mundane IT chores, improving productivity and efficiency. The mobile-ready experience allows them to provide exceptional IT service anytime from anywhere.
With competitive pricing and multiple options to choose from, enterprises have the flexibility to go with the plan that best suits their current needs. We recommend Freshservice for IT departments seeking a powerful, web-based Help Desk and IT Asset Management solution.
Stephen from Catholic Regional College Melton
Simple to set up and get going. Ability to track the lifecycle of many assets natively was a non-negotiable feature, and Fresh Service had this ability. I need to track the location and ownership of 1100+ physical assets and if they are sent out for repair via a 3rd party.
The ticketing is fully customisable, with added fields and asset types.
It also integrates nicely with Azure AD.
There a couple of small things missing - like the ability to change notifications of expiring assets to be more than 90 days. Sometimes assets need a long lead time for their replacement.
Check out the asset and contract tracking. And also the completeness of ITIL. It is more than "just another ticketing system", and it is extremely cost effective. It is cloud based, has iPad, iPhone and Android apps. Integrates well with other systems, and the support has been great.
Christopher from Apple Homecare Medical Supply, Inc.
Specialty: Healthcare / Medicine
I like the fact that this company is willing to work with you, they are very straight forward, their support is wonderful and the pricing is very reasonable compared to others out there in the market.
I haven't found anything I dislike yet, so far for my team of 3 IT guys this product has served it's purpose for keeping track of all of our IT Assets as well as being our primary service board for tickets generated by our systems and end-users.
Do your research, there are a lot of products out there with all of these bells and whistles that you probably will not even use anyways, but as a tech you will be tempted, I gave other software a try because of the cool things it could do but found that a more simple solutions such as this works even better for us and it's less time consuming and user friendly.
Can't beat that!
Benjamin from Herscher School District
The product is pretty user-friendly, and I can deploy it to my users without having to go through any intensive training.
I had issues where it wasn't accepting email addresses for new accounts. I also wish it was easier to inventory equipment. May have a way to add a item based on a certain template. For example we may order the same item throughout the year. However, its sometimes a pain to upload it by excel or retype all of the fields again. I wish there was a way where I can create a basic template for certain items that I order on regular basis. The template would save things like description, part number, model, make. I just need to go in and change a serial number and ID number and hit save to upload it into the inventory list.
You can always go to their website and do a trail to see how you like it. The best way to compare the product is to try it out yourself.
Vernon from Pioneer Cladding and Glazing
It's simple to setup and use with many nice options. Support is very helpful when needed.
I would like to be able to design custom ticket templates, and the reports are very lacking.
Use the trial option so you can drive before you buy.
Michael from J.K. Residential Services Inc.
Specialty: Property Management
I was able to speak to a live person when I had questions about the product.
We do not have any negative issues with the program. There are additional features that we have not set up yet.
We were looking for something that would be straightforward and easy to use.