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.
Emily from Sl Alabama
Employees number: 501-1,000 employees
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.
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.
Joe from SQA Services, Inc
Employees number: 51-200 employees
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.
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.
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.
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.
Alex from Hawkins Law Firm
Being able to add my companies assets to the software. Also, the ease of managing multiple help desk tickets.
Being able to manage assets differently. Like how to manage assets that are not assigned to a specific user but a specific area, like a conference room.
Friendly user interface.
Copy screenshots directly into the form (although there's a bug for the last 3 months that screenshots are displayed double in edit mode.)
Plenty of fields to configure for more complex workflows.
Default categories and labels with awkward naming (synonymous use of "Tickets" and "Incidents" for "Issues", "Change" for "Change Request", "Problem" for "Bugs")
No possibility to convert issues to change requests. Agent needs to recreate the entire case in the back resulting in significant adminstrative overhead.
Reporting is practically inexistent.
REST API not covering many functions and object attributes. (You cannot substitute reporting externally.)
HTML editor limited and bugged. (CSS code in support articles not supported, Bootstrap not supported, code gets changed or reformatted upon saving articles)
No access to the file and image repository.
Frankly, with every new cosmetic change and "functionality no can do" message from the Team, I am growing more and more wary of this application. At this point, I am thinking of it as an overpriced form tool with practically no reporting, a gimped Knowledge Management base, and an asset list functionality that quickly drains your wallet.
I am spending significant time rewriting issues as change requests in order to subsequently manually attach them to the original issue ticket and explain to the user why I would want to close his ticket after all. Writing knowledge articles is best done in a separate HTML editor. The Text Editor lacks basic functionality, removes formatting and images in unpredictable ways with undoing, and stores images and files in a central repository you have no access to.
You might as well do that with a forms tool readily available on the internet.
Christian from LHI Leasing
Employees number: 201-500 employees
Great support, easy to use, useful mobile app, reasonable pricing, full ITIL standards / process implemented
Missing workflow functionality, some customizing features could be easier to understand, some poor translations into German
David from Center for Developmentally Disabled
We use this for work tickets, mainly for maintenance requests at different locations (some I.T.) tickets as well.
Lack of reports, login screen sometimes messes up. No real system setup to alert you when a ticket is due or overdue.
Mark from Tulsa Community Foundation
Employees number: 11-50 employees
Our nonprofit managed services organization converted to FreshService on June 6th of last year (2016). The setup process was straightforward and not terribly resource intensive. The standard reporting is exceptional and they just recently added a custom report and scheduling capability. We made the change because our previous vendor was not investing in their solution. That is not the case with FreshService. The product is updated regularly and some of those have resulted from our requests. I would highly recommend this solution for any internal or managed services IT organization.
The standard set of reports is exceptional as compared to our previous product and other products we have looked at. These reports provide quantitative measures of staff productivity, SLA compliance, ticket flow, and customer satisfaction.
This is not really a con but it would be terrific if the product included a customer facing performance dashboard allowing the customer to view performance metrics at their leisure. This feature would drive a level of transparency valued by many internal and external clients.
I would highly recommend consideration of this product for any organization considering a change of service desk solutions.
Claudio from Engie E&P International
Employees number: 1,001-5,000 employees
We implemented freshservice since 2015 and this tool is what we needed !
It took us just 2 months to have it Go Live for our 500 users in the head office and foreign offices.
All is already implemented to have full ITIL processes and CMDB management inside.
The plus that we are now thinking to implement is the budget and provider assessments.
IT Service Delivery Manager
Engie E&P International
Fresh Itil view.
Easy to handle and implement.
Full of quick wins.
Daniel from Cynosure
We were using an outdated ticketing system, which was great when first deployed, but was past its prime. We checked out many different systems, but ending up going with Freshservice. Since then, we have had an increase in productivity and great feedback from our users.
Irfan from Kellermeyer Bergensons Services, LLC
Before Freshservice we were using an email based workflow for help desk, needless to say it was difficult to keep track of tasks and escalation. We looked at three different SaaS solution for helpdesk and decided to move forward with FreshService.
Key differentiator for us were:
- Ease of deployment and use.
- Simple workflow that we can adapt to our needs.
- Great customer service.
Freshservice was leader in all three categories.
Gabriel from Ecuhome Corporation
Employees number: 11-50 employees
We needed something quite simple, but Freshdesk has loads of features, and their free version is very generous. Their apps work well as well as the web app.
I highly recommend the it for use as a helpdesk.
Price, simplicity of the UI, features
Haven't found any yet.
Bob from Apttus
Employees number: 1,001-5,000 employees
No good, not very flexible. Little dev assistance for customization.
Out of the box it works great but cant scale for enterprise.
Mihiran from Aitken Spence PLC
Employees number: 1,001-5,000 employees
A great product. But very poor in support. What is promised was not delivered. Reporting is very poor.
IP based accessibility to users are not supported. Reporting is very poor.
Very poor after sales support
All of the big CMDB vendors seem to have clunky, slow user interfaces stuck in the late 90's; I'm looking at you BMC Footprints and HP ServiceDesk. Given that tons of data move through a CMDB and it's meant to be a labor- & time-saver (and in my leanly-staffed organized I need it to be), none of the big players I looked at would work for me- FreshService does.
Extremely intuitive, snappy interface
Reliable cloud hosting
"White-label" interface that you can brand with your organization's colors
Data imports from other CMDB products and CSV files
No hands-off data export/backup ability for organizations that want to keep a copy of the FreshService data on-premises. They can schedule dumps and email you links though, so do not let this keep you from an amazing product!
Designed to simplify enterprise IT operations, Freshservice is a complete Service Desk, packed with powerful automation features that suits every organization's IT needs.
But not only that.
We use also and as customer support platform
Freshservice has one core value proposition: to help businesses understand and connect with their clients to build more effective services. Support tickets, feedback forums, knowledge bases and metrics are all features of this tool.
I been a customer for a week and the user sign up is very flacky at best. My users can sign up to submit a ticket so it's been pretty much useless at this point. I have mentioned this several times and submitted tickets to the company's helpdesk. They seem to get back but always ends up as they are looking into the issue and they close out the ticket like it's fixed. One week later I still having issues. If problem still occurs I will mostly cancel within the next few days.
Layout and app feature is nice
Price per asset is pricey. I bought into because of the layout. The sign up feature doesn't work which is huge. Seems like a small company that needs to still work out issues and add additional features.
Response: Freshdesk Inc., Freshworks
Date: September 2014
I'm sorry if there was a misunderstanding, but I believe our support was able to solve your issues. We are very happy you decided to go ahead with your subscription. Anything at all, please get in touch with support and we'll get it sorted out as soon as possible.
Michael from XRoads Solutions Group
Employees number: 51-200 employees
Freshservice has been really simple to setup and is extremely easy to use.
We liked the idea of being able to create tickets, by simply sending an email to our helpdesk.
We are also planning on implementing the asset management portion of the program shortly.
I would defiantly recommend this program.
J.K Residential Service Inc.
None so far!
Vernon from Pioneer Cladding & Glazing
We like the simple end-user interface; and custom fields. End-user adoption has been high. Great tool for ticket management. I look forward to exploring the Asset Management features.
It would be nice to have more reporting options.
Paul from Watersun
Product is ok but Lansweeper is better - need to do more work unfortunately but it holds promise. The discovery tool did not find 1/3 of devices.
Response: Freshdesk, Freshworks
Date: July 2014
Thanks a lot for your feedback.
There are indeed some glitches in the discovery tool. We are coming up with an agent model which will solve the issues you are facing.
Steve from Nordoff Robbins
Working for a small London based Music Therapy Charity - I inherited the existing Spiceworks Helpdesk, which was functional, but fairly useless. We've just switched to FreshService and are currently using the free service which is ideal for us.
Quite frankly, this is one of the best bit's of helpdesk software that I've ever come across, much better than many of the paid services that I have used in all my years in I.T. and support is quick and helpfull.
It's customisable and flexible to an amazing degree and we are only scratching the surface with some of the features and new features seem being added all the time.
Impressed! Try it!
Joerg from D-IT GmbH
+ great tool
+ lots of options
+ fast and easy to use
- licence modell can be optimized
Gordon from ISL
An excellent SaaS Ticketing Product product that I highly recommend.