Freshservice Software


Freshservice is a cloud-based IT Help Desk and service management solution that enables organizations to simplify their IT operations. The solution offers features that include a ticketing system, self-service portal and knowledge-base. The solution also provides a mobile app for iOS and Android that allows IT administrators to service requests remotely.

Freshservice provides ITIL-ready components that help administrators manage assets, incidents, problems, change and releases. The Asset Management component helps organizations exercise control over their IT assets. Software/ hardware assets can be added, tagged, tracked and delinked, ensuring asset visibility and awareness.

Freshservice also offers gamification module called "Arcade". This module enables IT agents to score points and gamify IT related tasks. The solution allows administrators to generate pre-defined reports for incidents and changes using various filters.

Freshservice can be integrated with third-party apps for managing the service desk.

Freshservice is available on an annual subscription basis that includes support via email and phone.



330 Reviews of Freshservice

Overall rating

4.5 / 5 stars

Showing 1 - 20 of 330 reviews

December 2018

Anonymous

Verified Reviewer

Company Size: 201-500 employees

Review Source: Capterra


Ease-of-use

5 of 5

Value for money

5 of 5

Customer support

5 of 5

Functionality

5 of 5

December 2018

Great Helpdesk Software

We have far more users than technicians, and our environment can get chaotic. Freshservice helps us keep order and proritize support needs properly.

Pros

The ticket management system is awesome. Easy to setup and putting in tickets takes little to no effort.

Cons

We have issues with the fact that we can't assign on ticket that needs a couple input, but the ticket can only be assigned to one person.

December 2018

D'Andra from ASU

Company Size: 1,001-5,000 employees

Review Source: Capterra


Ease-of-use

5 of 5

Value for money

4 of 5

Customer support

4 of 5

Functionality

4 of 5

December 2018

FreshService Review

The overall experience is good. Our end users are comfortable with the process of submitting request.

Pros

The features I like most about FreshService is the easy-to-use dashboard and reporting system. I like the sign-in process for end users.

Cons

The software does not offer enough options as it relates to submitting request. I have only seen incidents and problems.

November 2018

Paul from New Hartford Public Schools

Company Size: 51-200 employees

Review Source: Capterra


Ease-of-use

4 of 5

Value for money

4 of 5

Functionality

4 of 5

November 2018

Great Service Desk software

Pros

Simple interface that is clean and easy to navigate. Good pricing.

Cons

The lack check-out/in features for assigned equipment made things tricky for me.

November 2018

Michael from School District 145

Company Size: 201-500 employees

Review Source: Capterra


Ease-of-use

4 of 5

Value for money

5 of 5

Customer support

3 of 5

Functionality

5 of 5

November 2018

Great for the Price! Love the Features!

Our previous helpdesk just was not working for us but the reason we could not immediately switch to a new one was due to the fact that we needed integrated asset management. Finding a good quality helpdesk like this is rare.

Pros

Tons of features. We needed a helpdesk that could also help manage our assets and this helpdesk managed to do both. What was really great was that we needed something that could work with our G Suite and help manage Chromebooks too!

Cons

Hard to import tickets/assets. They require a very specific format for importing ticket data and assets from other systems and we had a hard time getting our data in to it.

November 2018

Anonymous

Verified Reviewer

Company Size: 11-50 employees

Review Source: Capterra


Ease-of-use

5 of 5

Functionality

5 of 5

November 2018

Strong product

Pros

It does what it promises and allows to prioritise and correctly manage tickets for customer service

Cons

It would be very useful to have a better management of tags for search queries, in order to identify tasks more quickly

October 2018

Anonymous

Verified Reviewer

Company Size: 51-200 employees

Review Source: GetApp


Ease-of-use

5 of 5

Value for money

3 of 5

Customer support

1 of 5

Functionality

5 of 5

October 2018

Great until you need support.

Pros

Great suite of features. I had a super easy time moving my department and company over to this product. Runs good and not packed with unused feature bloat.

Cons

Wiki features could be fleshed out.

Customer support has been very disappointing. Has been months and I still cannot use features that influenced my purchase

October 2018

Rich from The Coastal Companies

Company Size: 1,001-5,000 employees

Review Source: Capterra


Ease-of-use

5 of 5

Value for money

5 of 5

Customer support

4 of 5

Functionality

5 of 5

October 2018

Simple to use and has all the features you actually need.

I really like Fresh Service (and before it, Fresh Desk). I keep trying to find a reason to switch to Zendesk because of the possibilities with their integrations but keep abandoning the trial. I would have to reproduce in Zendesk what I currently have in Freshservice in order to start experimenting with the possibilities. That's where the problems start. All the things I have in Freshservice are add-ons in Zendesk that cost extra and don't work the same way. If you have a fairly small team, we have 4 IT personnel for a 24/7 $400 million dollar company, this is your solution.

Pros

Layout is clean and easy to understand. Has fun 'gamify' system which lets my techs compete with with other for prizes with the system keep score. This is available on our subscription level. Also has SLA monitoring for those pesky KPI requirements. Can setup a catalog of services and items for end users to 'order' with a workflow approval process. Can integrate with chat and phone. Great all around alternative to Zendesk. Doesn't nickel and dime you to have basic features.

Cons

List of Integration possibilities are pretty small in comparison and hasn't really grown in the several years we have been using it.

October 2018

Jordan from HandStands PROMO

Company Size: 51-200 employees

Review Source: Capterra


Ease-of-use

4 of 5

Value for money

4 of 5

Customer support

3 of 5

Functionality

3 of 5

October 2018

Good, but room for improvement

We switched from Freshservice over from Zendesk. We were pleased that there wasn't much, if anything, that we gave up when switching over from a paid Zendesk account to a Free Freshservice account. We are still pleased overall with Freshservice, and have no plans to switch back to Zendesk. The dashboard and reporting are pretty basic, but still functional.

Pros

Easy to use
Free version gives you plenty when you're a small team
AD integration for Computers and Software

Cons

Dashboard could be more detailed
Setup takes some time

September 2018

Spencer from MongoDB Inc.

Company Size: 501-1,000 employees

Review Source


Ease-of-use

5 of 5

Value for money

4 of 5

Customer support

5 of 5

Functionality

4 of 5

September 2018

Freshservice Review

Pros

What I like about this it is easy to use, very user friendly. And it also has a free plan who supports the huge number of users.

Cons

Not as much major complain so far. I just like to improve the design and a bit laggy and I would love it to have a more accessible mobile app.

September 2018

Malcom from CHITSA IT LLC

Company Size: 501-1,000 employees

Review Source


Ease-of-use

4 of 5

Value for money

4 of 5

Customer support

3 of 5

Functionality

4 of 5

September 2018

Freshservice is great!

Pros

I really love on this product because it has a dispatcher rule and supervisor rules which helps me a lot. Love this!

Cons

Not really a user friendly, I mean it takes a good skills on using this product but it has a guidelines.

September 2018

Jacob from JP Industries

Company Size: 1 employee

Review Source: Capterra


Ease-of-use

4 of 5

Value for money

3 of 5

Customer support

2 of 5

Functionality

2 of 5

September 2018

Terrible Customer Support & Software

I placed 2 trouble tickets and I had my account suspended because I apparently was harassing them? They said I was no longer allowed to use their software as I violated some policy in which isn't listed on their website

Pros

I like the interface of the software. I also loved that they offer a supervisor rule and dispatcher rule within the product so I can customize things to run the way I need them to.

Cons

I hated the fact that they do not offer a truly FREE Plan. They say it's free but they restrict you not only on features but also with customer support.

September 2018

Sam from Computer Software

Company Size: 501-1,000 employees

Review Source: Capterra


Ease-of-use

2 of 5

Functionality

3 of 5

September 2018

Good functionality, not good ease of use

Is useful in reporting problems, but takes up a lot of time to do simple tasks (updating, responding)

Pros

Ability to go in depth & details about incident or request.

Cons

Not very user friendly, a lot of updating status, takes a lot of time to go through all tickets.

September 2018

Anonymous

Verified Reviewer

Company Size: 51-200 employees

Review Source: Capterra


Ease-of-use

5 of 5

Value for money

5 of 5

Functionality

4 of 5

September 2018

IT Oriented CRM is a winner

Pros

The ease of use, integration, and ability to provide the IT department with a positive user facing ticketing software, is an unparalleled boon.

Cons

Unlike its FreshDesk cousin, many of the features from that iteration are removed or unavailable. However if you have no experience with that service you don’t know what you’re missing, so there’s that.

August 2018

Peter from TVS Electronics

Company Size: 1,001-5,000 employees

Review Source: Capterra


Ease-of-use

5 of 5

Value for money

4 of 5

Customer support

4 of 5

Functionality

4 of 5

August 2018

Decent support for IT Operations of smaller organization

Dont expect too much. Ours is a small organization so it was easy to use. employees can see all of their tickets and you have to wait until your ticket gets resolved. Simple and easy!!!

Pros

Streamlined helpdesk service that is simple and easy to use. Oh, I forgot to mention that there is a free plan that can support a generous 100 users. That could be all you need if it is a small business organization. The entire life cycle of a support request is taken care by a ticket. The simple, uncluttered interface is bound to be easy.

Cons

No space for any asset management. Also, zero support for pulling reports. also, integration with other applications could only be a dream.

August 2018

Anonymous

Verified Reviewer

Company Size: 201-500 employees

Review Source: Capterra


Ease-of-use

4 of 5

Functionality

4 of 5

August 2018

Great service desk software for a small IT team

Pros

We could communicate with users through the service desk, add attachments, customise the overview screen of tickets (such as the columns). The change management features were quite good, allowing for manager approvals and private work notes to be added into the ticket.

Cons

The Knowledge Articles wysiwyg editor wasn't very good. Copying and pasting content from a word document to the editor often resulted in images and numbering being all over the place.

August 2018

Sithembele from EFTPOS

Company Size: 2-10 employees

Review Source: Capterra


Ease-of-use

4 of 5

Value for money

3 of 5

Customer support

4 of 5

Functionality

5 of 5

August 2018

Great Helpdesk App

I was looking for a new helpdesk app for my company and I found freshservice to offer all the features we required.

Pros

FreshService is very feature rich and highly customizable.

Cons

The price is a bit steep for my liking but it is the average price for similar products.

August 2018

Anonymous

Verified Reviewer

Company Size: 51-200 employees

Review Source: Capterra


Ease-of-use

3 of 5

Value for money

3 of 5

Functionality

3 of 5

August 2018

It's fine but a bit confusing

Pros

You can link Jira tickets. The Jira integration is quite advanced, it can pull Jira projects, statuses, metadata etc.

Cons

It's a bit confusing: When you see the ticket you can add "a note" and you can add "a reply" and you can "open a discussion". The difference between them is not clear.

The search is very basic. You can't do complex queries like "show me all the tickets for the last month assigned to me which have status "Not resolved".

The workflow is basic, there are statuses, categories, labels etc. At the same time, the screen is cluttered with different buttons: You can click "edit" ticket, you can click "change" ticket and you can click "update" the ticket. Why do we need all three, what's the difference between "changing", "updating" and "editing"?

July 2018

Santhosh from SHARP Software Development India

Company Size: 51-200 employees

Review Source: Capterra


Ease-of-use

5 of 5

Value for money

5 of 5

Customer support

5 of 5

Functionality

4 of 5

July 2018

Awesome Customer Support.

Pros

Very useful for all type of business - Easy to Setup the software & Easy to use, Good UI as well, Great Customer Support.

Cons

Not much, But Freshservice need to improve the ticketing system for ITSM.
More tools for deferent Businesses.

July 2018

Anonymous

Verified Reviewer

Company Size: 1 employee

Review Source: GetApp


Ease-of-use

4 of 5

Value for money

5 of 5

Customer support

4 of 5

Functionality

4 of 5

July 2018

Simple but effective help desk system

Pros

Works well out of the box but can easily customise to make simple work flows. Integrates with a bunch of other apps, base tier is free with everything you need as a small business and as you grow it's very affordable.

Cons

Haven't come across anything yet that would make me jump to someone else. Waiting for their Freshsales to get meatier to use together.

July 2018

Abdulaziz from Dr. Abdul Rahman Al-Mishari Hospital

Review Source: Capterra


Ease-of-use

5 of 5

Value for money

4 of 5

Customer support

5 of 5

Functionality

5 of 5

July 2018

A Web App that delivers the needed functionality from a support system.

running the support desk, with minimum effort.

Pros

Easy onboarding of the agents and linking the uses/requesters with the different connectors available. The system has many ways to report support ticket (the web UI, sending an email, or use the mobile App) the same can be said about handling ticket from the agents. The built-in reports are enough to satisfy the need of running services and keeping your SLA in check.

Cons

the Payment model is on an agent and likes to see it build on site. this way the system will be more fitting the small to med size deployments.