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.

IT helpdesk dashboard
IT helpdesk dashboard
IT helpdesk dashboard
Change management
Change management
Problem management
Problem management
IT helpdesk tickets view
IT helpdesk tickets view
IT asset management
IT asset management
Admin console
Admin console

Supported Operating System(s):

Web browser (OS agnostic)



325 Reviews of Freshservice

Overall rating

4.5 / 5 stars

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Rich from The Coastal Companies

Number of employees:  1,001-5,000 employees

Ease-of-use

Value for money

Customer support

Functionality

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.

Review Source: Capterra

Jordan from HandStands PROMO

Number of employees:  51-200 employees

Ease-of-use

Value for money

Customer support

Functionality

October 2018

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