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.

 

Freshservice - IT helpdesk dashboard
 
  • Freshservice - IT helpdesk dashboard
    IT helpdesk dashboard
  • Freshservice - Change management
    Change management
  • Freshservice - Problem management
    Problem management
  • Freshservice - IT helpdesk tickets view
    IT helpdesk tickets view
  • Freshservice - IT asset management
    IT asset management
  • Freshservice - Admin console
    Admin console
Supported Operating System(s):
Web browser (OS agnostic)

289 Reviews of Freshservice

 

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Software Advice Reviews (8)
More Reviews (281)

Showing 1-8 of 8

Cesar from Distrito Capital
Specialty: Public Sector
Number of employees: 1,001-5,000 employees Employees number: 1,001-5,000 employees

April 2018

April 2018

Great tool for improve your business with IT Management

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Excellent tool for IT development, very complete and useful app.

Pros

Freshservice has everything you need to improve your business, it works through a set of six elements: Incident Management, Asset Management, Service catalog, Reporting, Integrations and Gamifications, each one with an enormous set of features for you to improve your business and organize your data, this software help you to be always on track of the processes of your business.

Cons

It can take a little to deploy, becuase you have to set properly which elements of your business you want to develop, so I recommend to first set the interest and later start using the app, because it requires a lot of information from your company to work.

Review Source
 
 

Emily from Sl Alabama
Specialty: Manufacturing
Number of employees: 501-1,000 employees Employees number: 501-1,000 employees

December 2017

December 2017

very helpful for work flow and issue management

Ease-of-use

Functionality

Product Quality

Customer Support
N/A
Pros

you can Automate how you track common issues and requests all in one central place, route tickets across multiple departments. Creates unlimited User Defined fields and sets up as many processes as you need. You get detailed reporting, assign issues to the right team member, and view progress all in one tracking application.

Cons

Sometimes we'll get customers that want to compliment or make a complaint another employee. At times we couldn't find the employee in system to assign the complaint properly. I would find the employee in our employee database no problem, but I just couldn't pull them in the Feedback tool.

Review Source
 
 

Joe from SQA Services, Inc
Specialty: Other
Number of employees: 51-200 employees Employees number: 51-200 employees

September 2017

September 2017

Great Help Desk Software, Particularly For Time Pressed Admins

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

The pricing for this product is very competitive which is great for the IT budget and value for dollar represent a good deal. I find the Support team is very helpful and responsive. This is not a complex product to set up but does take a little time to figure out how things work within Freshservice. I am very please overall.

Pros

SaaS based product so no on premises hardware or software. Setup is more than 10 minutes that some of the marketing indicates, but definitely not a complex setup. Once you understand the workflow things become fairly intuitive in setting up the software. The ability to process tickets from one screen, enabling you to reply, enter case notes and disposition the ticket from one screen is very good. Like anything there is a learning curve involved, but it becomes very straightforward to Administer. This is very important as I am handling issues, closing tickets and assisting end users so I do not have the time to spent an hour a day doing routine maintenance tasks. The technical support team is also very helpful.

Cons

Most of the issues have not been with things that do not work as much as do not conform to our individual work flows and processes. A few things that are challenges include that pasting into tickets using the portal does not work. Any screen shots or images depicting issues and end user is facing need to be added as attachments. By default you are given a long and not intuitive URL for your Portal. While you can create a custom URL it requires purchasing an SSL certificate or the connection is not secure. If a User submits a ticket via email and at a later time tries to create an account on the Portal it will advise them that the email is in use. To resolve this they just need to request a password reset, but it is not intuitive to the User, they think something is wrong.

Review Source
 
 

Stephen from Catholic Regional College Melton
Specialty: Education

March 2016

March 2016

Exactly what I was after

Ease-of-use

Functionality

Product Quality

Customer Support

Likes Best

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.

Likes Least

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.

Recommendations

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

July 2015

July 2015

Best fit for my group!

Ease-of-use

Functionality

Product Quality

Customer Support

Likes Best

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.

Likes Least

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.

Recommendations

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
Specialty: Education

April 2015

April 2015

Technology Director

Ease-of-use

Functionality

Product Quality

Customer Support
N/A
Likes Best

The product is pretty user-friendly, and I can deploy it to my users without having to go through any intensive training.

Likes Least

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.

Recommendations

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
Specialty: Manufacturing

February 2015

February 2015

Freshservice delivering a simplified solution for IT Help Desks

Ease-of-use

Functionality

Product Quality

Customer Support

Likes Best

It's simple to setup and use with many nice options. Support is very helpful when needed.

Likes Least

I would like to be able to design custom ticket templates, and the reports are very lacking.

Recommendations

Use the trial option so you can drive before you buy.

 
 

Michael from J.K. Residential Services Inc.
Specialty: Property Management

August 2014

August 2014

This product is very simple to setup and use

Ease-of-use

Functionality

Product Quality

Customer Support

Likes Best

I was able to speak to a live person when I had questions about the product.

Likes Least

We do not have any negative issues with the program. There are additional features that we have not set up yet.

Recommendations

We were looking for something that would be straightforward and easy to use.

 
 
 
Showing 1-20 of 281

Sheena from SheMarie Hair

May 2018

May 2018

Excellent

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Ease-of-use
Usability
Functionality
Functionality
Product Quality
Quality
Value for Money
Value
Support
Pros

The help section is really informative and Customer Service is prompt, so I haven't run into any problems.

Cons

None at the moment. We are very happy with the software. Cost is low. Would highly recommend to others.

Review Source: Capterra
 

Jordan from PHOENIX
Number of employees: 11-50 employees Employees number: 11-50 employees

May 2018

May 2018

It works well for small/mid size business

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Ease-of-use
Usability
Functionality
Functionality
Product Quality
Quality
Value for Money
Value
Support

Good product for the cost/benefit analysis for a small IT department.

Pros

Tagging of items is great. Message automation and API functionality is excellent.

Cons

Better audit logging of activities performed would be helpful. A way to enforce specific workflows would be nice too (terminations/new users requests).

Review Source: Capterra
 

Cristian from SCARAFIOTTI NETWORK

May 2018

May 2018

The cloud ticketing solution allows us to provide a quality service with added value to our customer

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Ease-of-use
Usability
Functionality
Functionality
Product Quality
Quality
Value for Money
Value
Support

Reduction of customer waiting time, centralized management of the fleet, focus on the work to be carried out and not on the one lost to make it happen.

Pros

Management of the tickets integrated with the inventory of the devices. Excellent archive of solutions that allows users to get by in simpler operations, and technicians to view confidential solutions. If it could be integrated with automation solutions (timesheet.io/fattureincloud/teamviewer/etc.) It would be exceptional.

Cons

The passage between one page and the other is a bit cumbersome (the back button does not always help). Less rewarding ticketing solution than the FreshDESK version (Why then keep two solutions?).
Designed for enterprise users. You need to "adapt" if you use it as MSP with Location, Department and Groups (There are no "companies").
For now there are not some features present in other service desks, but there are considerable room for improvement ...

Review Source: Capterra
 

Rahul from Skandha Media Services
Number of employees: 11-50 employees Employees number: 11-50 employees

May 2018

May 2018

Best software to use for ticket tracking.

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Ease-of-use
Usability
Functionality
Functionality
Product Quality
Quality
Value for Money
Value
Support
Pros

It helps to track the ticket and share the down time report with the customer.

It also helps to plan the change in advance.

Cons

1. Its too expensive then other software. No other least about the software to complain about.

Great product.

Review Source: Capterra
 

Priyanka from Skandha Media Services
Number of employees: 2-10 employees Employees number: 2-10 employees

May 2018

May 2018

For me its good as I can track my team daily update through a portal

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Ease-of-use
Usability
Functionality
Functionality
Product Quality
Quality
Value for Money
Value
Support
Pros

Tracking of the daily task.
Client downtime reports can be easily tracked.
CR management is the best part of the fresh service where they have all option which we need to make before any changes.

Cons

Pricing is a little high for a startup for having all features example project management. In startup, our main focus is managing day to day tasks and upcoming projects. For day to day operation its good but for the project management plan it's little costlier for us.

Review Source: Capterra
 

Jashar from SliceLife
Number of employees: 201-500 employees Employees number: 201-500 employees

May 2018

May 2018

Migration - Implementation easy as can be. It's our daily dose of happiness!

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Ease-of-use
Usability
Functionality
Functionality
Product Quality
Quality
Value for Money
Value
Support

Time!

Pros

Its been a few weeks that we started using Freshservice and our current plan is Forrest. I love how the services are organized and very easy to navigate through them. Great asset management features and very easy to manage ticketing services. Plenty of integration options which surprised us for good, our IT department is more than happy. Decent Service Catalog which offers requesters to fill out a templated ticket for a common service request. Great data visualization and reports. Furthermore, mobile app offers core services which makes it easier and more flexible to provide needed support.

Cons

Until now we didn't experienced any issue related to the services. I think will be ideal if in near feature will be available computer application.

Review Source: Capterra
 

Tom from Information Technology and Services

May 2018

May 2018

Nice product, easy to use and integrate

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Ease-of-use
Usability
Functionality
Functionality
Product Quality
Quality
Value for Money
Value
Support
Pros

Integration into our environment and ease of use along with the capability to have a large capacity to make changes as we need. Nice product

Cons

Email group control needs to be worked to allow more than one tier, so we don't have to send out email notifications to all levels of support teams when a ticket comes in.

Review Source: Capterra
 

Antonio from GB Advisors, Inc.
Number of employees: 11-50 employees Employees number: 11-50 employees

May 2018

May 2018

Great Solution for the the Main IT Process

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Ease-of-use
Usability
Functionality
Functionality
Product Quality
Quality
Value for Money
Value
Support

Great starting point to manage the main tasks for the IT areas.

Pros

Covers the main process within the IT sides, with an easy to use and friendly interface. Really easy to configure and customize, inclusive in the sprout plan. The mobile application works with a good performance.

Cons

There's not big issues to mention related to the overall functionality of the solution. The support service can offer more quickly responses.

Review Source: Capterra
 

Kyler from Idaho College of Osteopathic Medicine

May 2018

May 2018

Freshservice's UI is clean and easy to navigate.

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Ease-of-use
Usability
Functionality
Functionality
Product Quality
Quality
Value for Money
Value
Support
Pros

The thing that I like most about Freshservice is how much functionality is built into the software, but is not overwhelming to the back end user on trying to find certain features. Granted we are still early in our implementation of Freshservice to our end users (employees and students), I look forward to this fall when everyone is using the software for any IT requests or maintenance requests to see how much it can handle with incoming tickets.

Cons

The only thing that I can come up with that I like least about this software is that there isn't an application that you can install to your computer that could be used for easier access of notifications on your dock for a Mac. Honestly the software is amazing so far.

Review Source: Capterra
 

Abby Jean from Strategic Sanitation Services, Inc.
Number of employees: 11-50 employees Employees number: 11-50 employees

May 2018

May 2018

We were looking for a ticketing system that would be easy to implement, this is the one!

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Ease-of-use
Usability
Functionality
Functionality
Product Quality
Quality
Value for Money
Value
Support
Pros

I love that most of the features are templated and that it is easy to set up and communicate with customers. Everything works as it should and keeps us ontop of tasks!

Cons

Currently none! FAQs section is really great and Customer Service is prompt, so I haven't run into anything too life-changing.

Review Source: Capterra
 

Ivan from Ceeb

May 2018

May 2018

Good expererience

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Ease-of-use
Usability
Functionality
Functionality
Product Quality
Quality
Value for Money
Value
Support
Pros

The way to organize tickets and assets. Easy communication between user and technicians. They always warn for updates

Cons

In principle I have nothing against. The only thing that for non-English speakers you have to translate some things

Review Source: Capterra
 

Lucas from PAE Consulting Engineers
Number of employees: 201-500 employees Employees number: 201-500 employees

May 2018

May 2018

Up and running in a matter of weeks

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Ease-of-use
Usability
Functionality
Functionality
Product Quality
Quality
Value for Money
Value
Support

ITSM platform that is helping me and my team manage incoming requests and provide a tool helpful for management to be able to visualize our work.

Pros

Easy to use, very straightforward, built-in tools and easy to get basic functionality for you and your team working quickly. Support is also really responsive and helpful.

Cons

Customization's have their limits. Need to put in lots of work to relate it to your business requirements.

Review Source: Capterra
 

Merlinda from ALearn Silicon Valley Education Foundation

May 2018

May 2018

User friendly

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Ease-of-use
Usability
Functionality
Functionality
Product Quality
Quality
Value for Money
Value
Support
Pros

Track what agents are working on and from which departments are submitting tickets. Users and submit tickets via email.

Cons

Does not show total of all tickets (open and closed) on dashboard. Due date does not update when estimated completion date is updated.

Review Source: Capterra
 

Sean from The Rethink Group

May 2018

May 2018

The best ticketing service.

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Ease-of-use
Usability
Functionality
Functionality
Product Quality
Quality
Value for Money
Value
Support
Pros

IT is so easy to use and cuts my work flow time in half. We used an other service and just about every other day i was on the phone trying to fix something that was not working right. So I made the switch to fresh service and could not be more happy. It just works day in and day out.

Cons

nothing at all. I love all that they have to offer. i handle about 50 to 100 tickets a day. this is always stable and have not had any issues.

Review Source: Capterra
 

Jordan from Thompson AVC
Number of employees: 51-200 employees Employees number: 51-200 employees

April 2018

April 2018

Very positive

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Ease-of-use
Usability
Functionality
Functionality
Product Quality
Quality
Value for Money
Value
Support
Pros

Functionality, price to performance and support. We have been really happy with Fresh Desk and Fresh Service and have used both products for over 12 months now. The support service we receive is always very good and overall very happy with the software as a company.

Cons

We are very happy about the software and don't really have anything negative to say about it. Would highly recommend.

Review Source: Capterra
 

John from Millennia Computer Services Ltd

April 2018

April 2018

A comprehensive ITIL standard service desk system

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Ease-of-use
Usability
Functionality
Functionality
Product Quality
Quality
Value for Money
Value
Support
Pros

Everything is in one interface and easy to navigate around. The integration with email is good, and we really like the mobile app as it gives us a far better ability to respond when away from the desk than email alerts.

Cons

Once you get into the problem management and change control systems it does seem a little more complicated, and it seems that when solving a problem it wants you to create a KB for it, which isn't always appropriate - especially in MSP mutli-tenant environments where a problem may be customer specific.

Review Source: Capterra
 

Scott from ARC Document Solutions
Number of employees: 5,001-10,000 employees Employees number: 5,001-10,000 employees

April 2018

April 2018

Excellent project management and transactional service management

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Ease-of-use
Usability
Functionality
Functionality
Product Quality
Quality
Value for Money
Value
Support

tighter organization management and milestone/project management

Pros

Has allowed us to organize and manage milestone-driven processes more effectively, affording us the ability to successfully integrate 60-70 events per month with an administrative staff of two.

Cons

Reporting on projects needs improvement (and by that, I mean, "needs it"). Not able to provide clients with post-event summaries, nor are we able to export details referencing any project via reporting.

In the Dashboard, one may only access projects through the project module, but there's no sorting or reporting that's meaningful or useful beyond that.

Review Source: Capterra
 

Philipp from Dinotronic AG
Number of employees: 11-50 employees Employees number: 11-50 employees

April 2018

April 2018

Easy to implement with a lot of features. You can start with a small setup and easy extend.

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Ease-of-use
Usability
Functionality
Functionality
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Quality
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Support

A central data platform for our service usage and support.

Pros

Simple UI no instructions needed to get going. The webbased tool allows to work from everywhere and gives freedom in a mobile world.

Cons

The search function should be better with freetext searchrequests. The relevance isn't as intuitive as a google search result.

Review Source: Capterra
 

Kenny Abdiel from TC Transcontinental

April 2018

April 2018

Easiness of use is great and it allows me to manage very my tickets very efficiently .

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Ease-of-use
Usability
Functionality
Functionality
Product Quality
Quality
Value for Money
Value
Support

Software organize my task efficiently

Pros

Bulk Actions, customizations of forms and filters are my favorites, everything that can be done in bulks is a great feature.

Cons

I would like to have a dark/night background for myself and to be able to see multiple independent queues within the same browser tab

Review Source: Capterra
 


April 2018

April 2018

We've only dipped our toes into what Freshservice can do but we love it so far.

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Ease-of-use
Usability
Functionality
Functionality
Product Quality
Quality
Value for Money
Value
Support
Pros

Great administrative UI, very easy to find and configure settings. Helpdesk custom URL and SSL capability makes it appear to our users as something in-house. SAML SSO allows our users to log in with their AD credentials and not an additional password. Asset management scanning tools will prove useful.

Cons

There are a few configuration pages that would benefit from a bulk edit/delete function, specifically the service and product catalogs that were pre-populated on our instance.

Review Source: Capterra
 
 
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