Designed to simplify enterprise IT operations, Freshservice is a complete, cloud-based service desk solution.
Freshservice comes with features including a ticketing system, self-service portal and a knowledge base. It also includes ITIL-ready components: Asset Management, Incident Management, Problem Management, Change Management and Release Management.
The Asset Management component helps organizations exercise full control over their IT assets. Software and hardware assets can be added, tagged, tracked and delinked, all from one place. The asset discovery probe and location tracker give the "what's where" of every asset within a company's network.
In addition to the usual ITIL-ready features, Freshservice also has a gamification module, the Arcade. IT agents can score points from their daily duties. The mobile-ready experience allows them to provide IT service anytime from anywhere.
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.