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)

39 Reviews of Freshservice

 

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Software Advice Reviews (7)
More Reviews (32)

Showing 1-7 of 7

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 32


June 2017

June 2017

No bang for the buck, an overpriced form submission tool that disappoints in reporting and integration

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

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.

Cons

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.

Review Source: GetApp
 

Christian from LHI Leasing
Number of employees: 201-500 employees Employees number: 201-500 employees

June 2017

June 2017

Nice and easy!

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 support, easy to use, useful mobile app, reasonable pricing, full ITIL standards / process implemented

Cons

Missing workflow functionality, some customizing features could be easier to understand, some poor translations into German

Review Source: Capterra
 

David from Center for Developmentally Disabled

May 2017

May 2017

Easy to use!

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

We use this for work tickets, mainly for maintenance requests at different locations (some I.T.) tickets as well.

Cons

Lack of reports, login screen sometimes messes up. No real system setup to alert you when a ticket is due or overdue.

Review Source: Capterra
 

Mark from Tulsa Community Foundation
Number of employees: 11-50 employees Employees number: 11-50 employees

February 2017

February 2017

Great support and commitment to customer driven enhancements!

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

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.

Pros

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.

Cons

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.

Advice to Others

I would highly recommend consideration of this product for any organization considering a change of service desk solutions.

Review Source: Capterra
 

Claudio from Engie E&P International
Number of employees: 1,001-5,000 employees Employees number: 1,001-5,000 employees

December 2016

December 2016

ITSM Tool for PME and why not to giant Companys?

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

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.
Claudio Anciaes
IT Service Delivery Manager
Engie E&P International

Pros

Fresh Itil view.
Easy to handle and implement.
Full of quick wins.

Review Source: Capterra
 

Daniel from Cynosure

November 2016

November 2016

From Stale to Fresh

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

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.

Review Source: Capterra
 

Irfan from Kellermeyer Bergensons Services, LLC

November 2016

November 2016

Freshservice has greatly improved our helpdesk workflow.

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

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.

Review Source: Capterra
 

Gabriel from Ecuhome Corporation
Number of employees: 11-50 employees Employees number: 11-50 employees

October 2016

October 2016

I can't believe what they give away free!

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

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.

Pros

Price, simplicity of the UI, features

Cons

Haven't found any yet.

Review Source: Capterra
 

Bob from Apttus
Number of employees: 1,001-5,000 employees Employees number: 1,001-5,000 employees

October 2016

October 2016

FreshService

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

No good, not very flexible. Little dev assistance for customization.
Out of the box it works great but cant scale for enterprise.

Review Source: Capterra
 

Mihiran from Aitken Spence PLC
Number of employees: 1,001-5,000 employees Employees number: 1,001-5,000 employees

June 2016

June 2016

Very poor in terms of support

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

A great product. But very poor in support. What is promised was not delivered. Reporting is very poor.

Pros

Functionality

Cons

IP based accessibility to users are not supported. Reporting is very poor.

Advice to Others

Very poor after sales support

Review Source: Capterra
 


August 2014

August 2014

CMDB with a Modern UI

Product Quality

Product Quality
Quality

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.

Pros

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

Cons

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!

Review Source: GetApp
 

Alexis

August 2014

August 2014

Immediately Boost Customer Service

Product Quality

Product Quality
Quality

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.

Review Source: GetApp
 

Benjamin

August 2014

August 2014

Sign up feature is not working

Product Quality

Product Quality
Quality

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.

Pros

Layout and app feature is nice

Cons

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.

Review Source: GetApp

  Response: Freshdesk Inc., Freshworks

Date: September 2014

September 2014

 

Hi Benjamin,

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.

Thanks
Narain

 

Michael from XRoads Solutions Group
Number of employees: 51-200 employees Employees number: 51-200 employees

August 2014

August 2014

Great product easy to use!

Product Quality

Product Quality
Quality

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.

Michael Mejia
J.K Residential Service Inc.

Cons

None so far!

Review Source: GetApp
 

Vernon from Pioneer Cladding & Glazing

July 2014

July 2014

Nice, simple ticketing tool

Ease-of-use

Product Quality

Customer Support

Ease-of-use
Usability
Product Quality
Quality
Support

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.

Review Source: Capterra
 

Paul from Watersun

July 2014

July 2014

Freshservice

Ease-of-use

Product Quality

Ease-of-use
Usability
Product Quality
Quality

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.

Review Source: Capterra

  Response: Freshdesk, Freshworks

Date: July 2014

July 2014

 

Hi Paul,

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.

Thanks.
Narain.
Freshservice.

 

Steve from Nordoff Robbins

July 2014

July 2014

Brilliant!

Ease-of-use

Product Quality

Customer Support

Ease-of-use
Usability
Product Quality
Quality
Support

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!

Review Source: Capterra
 

Joerg from D-IT GmbH

July 2014

July 2014

great tool for small and big suppoprt organizations

Ease-of-use

Product Quality

Customer Support

Ease-of-use
Usability
Product Quality
Quality
Support

+ great tool
+ lots of options
+ fast and easy to use

- licence modell can be optimized

Review Source: Capterra
 

Gordon from ISL

July 2014

July 2014

Awesome !!!

Ease-of-use

Product Quality

Customer Support

Ease-of-use
Usability
Product Quality
Quality
Support

An excellent SaaS Ticketing Product product that I highly recommend.

Review Source: Capterra
 

Shawn from Steel Fabrication

July 2014

July 2014

The interface and design is excellent, making FreshService a pleasure to use

Ease-of-use

Product Quality

Customer Support

Ease-of-use
Usability
Product Quality
Quality
Support

We researched the top players and decided on FreshService. We have been using it for a while now and we love it.

Review Source: Capterra
 
 
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