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.
mandeep from iocl
Specialty: Software / IT
Employees number: 2-10 employees
i recommend this software to those persons who`s want a good software in valuable price. To save time use Freshservice.
Its easy to use for anyone who want be a good businessman. very helpful to improve business. A good software in valuable price.
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.
Jeroen from ADHDcentraal
Employees number: 51-200 employees
Easy implementation of ITIL ticketing. Great reports. Oversight and control over the functioning of our IT department.
Very fast to setup. Relatively feature complete in terms of ITIL functions, yet not too complicated.
Some minor features lacking:
- CMDB CI must be linked to person and cannot be linked to department
- No workflow for changes / workorders: no functionality to activate a ticket under a change as a result of another ticket completing.
Mark from ASL Aviation Group
Service from the FreshService team has been excellent. I like the clean and uncluttered interface. Using the system has been intuitive. Features have been impressive.
Some of the screens could contain additional relevant information. I'm unclear if the system has Azure AD single sign-on capabilities.
Intuitive UI, functional automation, customizability, ease of set up, mobile support, and discovery. -- Yes! The Discovery probe and agent, which is very very practical in monitoring our company assets.
I can't find anything wrong with this software. But if I'd have to suggest a thing, I'd say customizable dashboards like that of Freshdesk.
Geoff from Solus ARC
Very informative, and due to using on a daily bases can browse different areas with great ease and also find what I need almost instantly.
currently due to using application on a daily bases there is nothing I can comment on that is classed as a CON due to ease of use and very informative application and data entry
Daniel from Chytrý Honza a. s.
Our company has very specific requirements and this software is able to fulfill all of them.
We appreciate the continued development and clear control of the system. Management has better control over departmental processes.
The use of this software has shifted our customer service to a higher level.
The system is easy to use and has an inviting design that everyone can get used to.
Even after years of use, the system is constantly evolving and improving. Freshservice can always surprise us with new functionality.
The range of features can satisfy every big and small business. Depending on the needs, an appropriate cost plan can be selected.
We greatly appreciate various kinds of reports.
Technical support is sometimes really slow. Until recently, we were complaining about the searching, but it was improved in the last update.
The price for a complete set of features is quite high.
John from McGregor Baptist Church
Freshservice is a great service especially for the price. We have used the software for a little over a year and my entire organization has been very happy with it. The few times that I have contacted tech support with a question; they have been fast and friendly with a response.
I wish there was a way to add non-IT agents, ie Ops/HR at a reduced cost. We have not had any experiences with the software that I would consider a con.
Adrian from Swinerton Incorporated
Helps me do my job well.
Presents most options on single screens, many options for sorting and filtering, constantly updated, quick customer support.
Some buggy features like navigating between tickets, can hang up sometimes, sometimes doesn't save settings on tickets (rare), could make better use of empty spaces on pages.
Paul from Goddard Enterprises Limited
It allows us to carefully document ever one of our processes effectively and interact with users directly
It needs more vivid colors and we should be able to set those colors according to different company requirements
bart from BAM
easy setup, good price, works perfectly and data is easy to acces, support works great and can assist easly
new features take some time to implement, app on phone a bit limited, reporting is basic, no indept possible at this time
Keith from American Wedding Group
Employees number: 11-50 employees
It will do everything we need including lots of fancy automations and integrations for a reasonable price. Also, the support is great.
Sometimes the documentation is lacking. Also, I wish I could remove some of the automatic emails. I get things twice.
Easy way to track incidents and change requests
We are a small business and so the fact that they offer a free version of the software is an incredible value.
I wish change management was a little more readily accessible than having to go to the 3rd of pricing, but this is a small complaint.
Samson from Statebridge Company
Employees number: 51-200 employees
Asset management, CAB process and project management.
Ability to centrally manage our IT groups needs from managing our inventory with their built in asset inventory tool, project management, CAB process, single sign-on through SAML. At this point I feel like we have barely scratched the surface for empowering our IT group.
Had some hiccups getting the the initial support email address activated but was able to get a support agent on the issue immediately and they helped resolve our issue in less than 10 minutes.
Craig from Elsevier
Its very easy to use, an easy to navigate user friendly tool that offers a one stop shop for users to log Incidents, Requests and search Knowledge.
There are some features which are not yet seen which would be expected of an ITSM tool. However the Fresh team are constantly updating the tool.
Emily from RT
The interface is extremely user friendly, ticket management is far superior to the system we were previously using and the support has been fantastic so far. Plus, additional features like Discovery Agent and Probe make keeping track of assets very simple.
It's perfect for small businesses.
The reporting offered in the non-premium package is too basic to be useful for our needs. It's beneficial for overseeing your agents, but less so in identifying which departments are drawing on the IT departments time the most.
The 100 managed asset limit is quickly filled.
It's not possible to have requesters from more than one domain using SSO, though there is an option for them to login using their username and password.
Kathryn from Bespoke IT Solutions
Employees number: 11-50 employees
What I really like about this product is it's ease of access and use, the user interface is very good and I can easily locate where I need to be.
Chris from Synergy55 Inc.
Employees number: 501-1,000 employees
Ability to track support requests and provide some statistics to support the need for improvement in our operations as well as support/development staff has been a big plus. While there is still work that can be done to make this system more beneficial to the organization, it did not take much effort to put it in place and utilize it for the initial needs we had of reporting and categorizing our support requests.
Ease of use and mobile app functionality is excellent. Updates seem to be implemented almost weekly so it is encouraging to see the product constantly evolving and responding to user's requests for improvement.
The ability to utilize different parameters within certain portions of the site is lacking. IE: if I wanted to restrict visibility of certain service catalog items to individuals within certain departments I cannot do so; it will only allow for restriction based on groups (locations). Also, reporting on custom text fields would be a huge plus rather than only the drop down selectable fields.
simple set up and fast deployment
Great support service, not had an issue unresolved after a chat to support on the web IM client. Lots of functions and features. Good looking GUI for users/clients and Agents.
Can be a little expensive for larger organisations (per agent per month pricing). Some feature are not as clear to find but support can help locate them.
Benjamin from &samhoud
Freshdesk is a very complete and modern suite. It's easy to understand, integrates with multiple services and is very competitively priced.
In some cases it's not as flexible as the bigger names. Hardly any customisation in workflows for instance. For small companies that need straightforward helpdesk software it's fine.
Dave from Orangebox Ltd
Moving from a shared mailbox it has been a lot easier to manage incoming incidents and track who is working on which ticket. Being an ITIL based ITSM we can now properly track system changes and gain approval across the business based on our business processes.
Simple to use - one of the main reasons we went with FreshService was that during a trial of many other systems FreshService was by far the easiest to setup and configure. This means more time doing other projects rather than administering the helpdesk system.
Powerful Automations - my trial version had the new Smart Workflow addon which made creating complex workflows very easy and simple. There is still room for improvement and some fields cannot be used in automations e.g. Impact or Urgency.
Self service catlog - its a nice to have and allows easy segregation of Service Requests compared to Incidents, the custom forms are nice although would be better to dynamic i.e. drop down of all requesters for example.
Branding - nice branding options and easy to use giving full access to CSS / HTML although not as easy to manipulate as ZenDesk.
Self Service Portal - We haven't rolled this out to end users yet but the portal is easy to use and with the branding options can be customised. The embedded widget is also useful and can be embedded into SharePoint.
Reporting - very limited compared to some systems although improvements are on the road map.
Software Assets - confusing to use as you have to track each software item as an asset, cannot easily search on what is installed on computers across the database. Again improvements coming on the road map.
Dashboard is useless - current implementation of the system gives a very basic overview of the system and an activity log. We don't use it as it doesn't provide any useful information.
SLA breaches - compared to ZenDesk it isn't as easy to see when a ticket is due to breach SLA. Currently the ticket interface only shows Resolve Due date and not response due date, the response due just appears in the main ticket view when its close to expiry. Not ideal but workable.
Henson from The University of Western Australia
Employees number: 1,001-5,000 employees
We have migrated off our old systems of Sysaid to FreshService
Customised, understands how customers and IT service actually works, they understand the rebranding requirements, they importantly understand the MSP model and the many works service requests are raised.