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Freshservice software

318 reviews(4.5/5)
318 reviews(4.5/5)

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.

Supported Operating System(s):
Web browser (OS agnostic)

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318 Reviews of Freshservice

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  • DANDRA from ASU

    Number of employees: 501-1,000 employees

    August 2018

    FreshService Review

    Ease-of-use
    Functionality
    Quality
    Support
    Value for Money

    The overall product works well with the university. It allowed for the IT department to keep a record of IT related problems as well as known solutions.

    Pros

    The qualities I like most are personalization of the page, the easy access to admin components, and the customer service agents.

    Cons

    The software could provide more accessible mobile app

    This review was submitted organically. No incentive was offered
    Review Source: Capterra
  • Verified Reviewer

    Number of employees: 201-500 employees

    August 2018

    Great service desk software for a small IT team

    Ease-of-use
    Functionality
    Quality
    Support
    N/A
    Pros

    We could communicate with users through the service desk, add attachments, customise the overview screen of tickets (such as the columns). The change management features were quite good, allowing for manager approvals and private work notes to be added into the ticket.

    Cons

    The Knowledge Articles wysiwyg editor wasn't very good. Copying and pasting content from a word document to the editor often resulted in images and numbering being all over the place.

    This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you.
    Review Source: Capterra

  • Sithembele from EFTPOS

    Number of employees: 2-10 employees

    August 2018

    Great Helpdesk App

    Ease-of-use
    Functionality
    Quality
    Support
    Value for Money

    I was looking for a new helpdesk app for my company and I found freshservice to offer all the features we required.

    Pros

    FreshService is very feature rich and highly customizable.

    Cons

    The price is a bit steep for my liking but it is the average price for similar products.

    This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you.
    Review Source: Capterra
  • Verified Reviewer

    Number of employees: 51-200 employees

    August 2018

    It's fine but a bit confusing

    Ease-of-use
    Functionality
    Quality
    Support
    N/A
    Value for Money
    Pros

    You can link Jira tickets. The Jira integration is quite advanced, it can pull Jira projects, statuses, metadata etc.

    Cons

    It's a bit confusing: When you see the ticket you can add "a note" and you can add "a reply" and you can "open a discussion". The difference between them is not clear.

    The search is very basic. You can't do complex queries like "show me all the tickets for the last month assigned to me which have status "Not resolved".

    The workflow is basic, there are statuses, categories, labels etc. At the same time, the screen is cluttered with different buttons: You can click "edit" ticket, you can click "change" ticket and you can click "update" the ticket. Why do we need all three, what's the difference between "changing", "updating" and "editing"?

    This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you.
    Review Source: Capterra

  • Santhosh from SHARP Software Development India

    Number of employees: 51-200 employees

    July 2018

    Awesome Customer Support.

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

    Very useful for all type of business - Easy to Setup the software & Easy to use, Good UI as well, Great Customer Support.

    Cons

    Not much, But Freshservice need to improve the ticketing system for ITSM.
    More tools for deferent Businesses.

    This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you.
    Review Source: Capterra
  • Verified Reviewer

    Number of employees: 1 employee

    July 2018

    Simple but effective help desk system

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

    Works well out of the box but can easily customise to make simple work flows. Integrates with a bunch of other apps, base tier is free with everything you need as a small business and as you grow it's very affordable.

    Cons

    Haven't come across anything yet that would make me jump to someone else. Waiting for their Freshsales to get meatier to use together.

    This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you.
    Review Source: GetApp

  • Abdulaziz from Dr. Abdul Rahman Al-Mishari Hospital

    July 2018

    A Web App that delivers the needed functionality from a support system.

    Ease-of-use
    Functionality
    Quality
    Support
    Value for Money

    running the support desk, with minimum effort.

    Pros

    Easy onboarding of the agents and linking the uses/requesters with the different connectors available. The system has many ways to report support ticket (the web UI, sending an email, or use the mobile App) the same can be said about handling ticket from the agents. The built-in reports are enough to satisfy the need of running services and keeping your SLA in check.

    Cons

    the Payment model is on an agent and likes to see it build on site. this way the system will be more fitting the small to med size deployments.

    This review was submitted organically. No incentive was offered
    Review Source: Capterra

  • Erica from Pinterest

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

    July 2018

    Intuitive ticketing software

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

    The UI is quite easy-to-use, and pretty intuitive to work with. The integration with Jira is great.

    Cons

    Text editor has some issues and is occasionally buggy. The feature stratification across the payment tiers is sometimes unintuitive. Perhaps allow trial time for certain features.

    This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you.
    Review Source: Capterra

  • Jamie from GVChristian

    June 2018

    Fresh desk was easy to use and tracked our inventory really well

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

    I liked the way we could tie our assets with users and easily track a support history. That made it easier to see past issues in a chronological order.

    Cons

    It had a hard learning curve. Didn't understand many of the terms used in the program so that took a while to learn.

    This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you.
    Review Source: Capterra
  • Verified Reviewer

    Number of employees: 201-500 employees

    June 2018

    Lacks the ease of use and features for it to truly be a Helpdesk/ITAM.

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

    Customer Service is very responsive, especially to development works and new feature requests. ITAM software has enough features for it help manage inventory and assets.

    Cons

    Still playing catchup with industry leaders for Helpdesk and ITAM solutions. Lack of integration with financial/accounting softwares. Lack of integration with Zendesk and other helpdesk softwares discourages users from only using a certain part of the Freshservice solution (i.e. only as ITAM or only as Helpdesk).

    This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you.
    Review Source: Capterra

  • June 2018

    Good helpdesk software

    Ease-of-use
    Functionality
    Quality
    Support
    Pros

    Watch the features, well-organized interface. Customer service responds quickly and is familiar with the product.

    Cons

    Would like to be able to customize some of the categories that right now are not able to be customized.

    This review was submitted organically. No incentive was offered
    Review Source: GetApp

  • Angie from universidad tecnológica de bolívar

    Number of employees: 1 employee

    June 2018

    Efficiency and simplicity of use

    Ease-of-use
    Functionality
    Quality
    Support
    Value for Money

    I would remain with her for the simple fact of being able to save my time in everything what it needs to realize

    Pros

    It is allowed a significant saving in the development of the works in the one that is used, It has very attractive designs for his clients

    Cons

    The basic formats that he presents do not make it stand out of a platform that should realize the same functions

    This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you.
    Review Source: Capterra
  • Verified Reviewer

    Number of employees: 51-200 employees

    June 2018

    Great IT management and reporting tool

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

    The freshservice agent is really easy to install. On our company, we use it as an asset management tool and every time a new worker is enrolled we install it on their computer. You don't need to set anything else up as the installation package already has all the details it needs. As soon as it's installed it starts collecting useful data that will then be reported to the IT managers.

    Of course, this data does not breach any privacy regulations and only states information related to the computer itself in terms of firmware being up to date or any potentially harmful software being installed on the machine.

    Reports can be set up to be generated and sent to you periodically for your convenience.

    Cons

    One of the major cons of this tool is that it may be harder to customise if you are planning to have it set up on a big company. For that, though, there is an enterprise solution that could fit any purpose but comes with an added price to pay.

    This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you.
    Review Source: Capterra

  • Radosław from Cider House IT

    June 2018

    We've been using FreshService for over a year now and don't see a reason to change :)

    Ease-of-use
    Functionality
    Quality
    Support
    Value for Money

    We switched from Autotask which was too costly for us. Freshservice allowed us to cut costs practically to zero and also introduced automatic asset tracking for some of our clients' equipment. Another great feature is the ability to use keyboard shortcuts that allows me to do my work faster.

    Pros

    It's quite easy to set up and start using. We really like the asset management feature - it's helpful to be able to assign tickets to devices so that later we can spot trends. Freshservice didn't have on time tracking feature that we wanted and their support team was very helpful in implementing a custom solution for us. The ability to have 3 agents for free is incredible for small shops that are just starting.

    Cons

    It currently lacks integration with one of our monitoring tools so we spend quite some time closing tickets that are no longer valid but that will be solved in the future. It's great they support multiple languages but would appreciate if they provided email notification templates in each of the languages they support.

    This review was submitted organically. No incentive was offered
    Review Source: Capterra

  • Dina from Idaho College of Osteopathic Medicine

    Number of employees: 51-200 employees

    June 2018

    I'm currently just setting this service up for my company. The available help is great

    Ease-of-use
    Functionality
    Quality
    Support
    Value for Money

    I will be able to manage requests for technical support efficiently and I will be able to track issues related to a specific computer or to a type of computer or to our network.

    Pros

    It's really robust and scaleable, they have several different levels so you don't end up paying for services you don't need. It's flexible enough so you could fit it into any business model.

    Cons

    The software is difficult to set up and configure. But, there is a lot of help. There are PDF guides you can download and videos you can watch. Their chat support is great (I just got off a conference call with an agent who could not figure out my issue over chat. I was able to share my screen and we figured it out really quickly.

    This review was submitted organically. No incentive was offered
    Review Source: Capterra

  • Brant from Washington State University

    May 2018

    Excellent Service Desk

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

    Great service desk with all the features you could possibly want and they continue to add more. I began using this when it first was released. Over the last 3-4 years they have added a number of excellent features and they always seem to be releasing more. It integrates will lots of other applications from social media to CRM. Has SLA management, agent collision, service catalog, asset reporting, and can be used for incident, problem, change, release, etc management.

    Cons

    Once you stop using the free plan it can be a little more expensive than other service desk offerings out there.

    This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you.
    Review Source: Capterra

  • Eric from Sandridge Food Corporation

    May 2018

    Good Solid Product with Continuous Updates

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

    I like the Dashboard which gives you recent activity at a glance. I also like that the interface is clean and simple.

    Cons

    I don't like the CMDB as it's not very user friendly and software management is difficult compared to some other products.

    This review was submitted organically. No incentive was offered
    Review Source: Capterra

  • Vanking from Medgar Evers College

    May 2018

    So far it seems like it works well and is relatively straight foward

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

    This product runs smoothly, I wasn't in the team who made the purchase, neither was I in the original team who set up the program but I am editing it to fit some other needs we require.

    Cons

    The product is not as customizable as I thought it would be. I need multiple forms for different use cases not necessarily just one form, the dynamic feature does help but I don't like the work around that I'm being forced to do in order to achieve what I want. If I could add my own custom css/html/php it would be nice, though I have not tried i'm sure it's not a capability.

    This review was submitted organically. No incentive was offered
    Review Source: Capterra

  • Johan from KU Leuven university

    Number of employees: 10,000+ employees

    May 2018

    FreshService gives my team the best Service Management tool to serve our customers.

    Ease-of-use
    Functionality
    Quality
    Support
    Value for Money

    A good overview of the workload and performance of our teams. Less administrative hassle, more time to do our jobs. Nice and friendly portal for our customers, a professional 'look'. Support for our processes etc.

    Pros

    FreshService is a modern, flexible, user friendly Service Management system that gives us the overview we need to run our daily business, serving our customer, with the least hassle.
    The people at Fresh are always eager to help us, so support is also a pro! Short lines, fast service.

    Cons

    Fresh is eager to implement cool new features. Sometimes this functionality is not completely mature yet.

    This review was submitted organically. No incentive was offered
    Review Source: Capterra

  • David from Illuminas

    Number of employees: 11-50 employees

    May 2018

    Freshservice is simply amazing!!!

    Ease-of-use
    Functionality
    Quality
    Support
    Value for Money

    Ease of use... My time is limited and I dont want to spend much time managing tickets. Freshservice makes it easy for me to do everything in one place.

    Pros

    I love the user interface and it's ease of use. When I work on tickets I want to quickly manage them and the Freshservice interface allows me to do everything in one place.

    Cons

    I honestly dont have any dislikes. It is leaps and bounds better than the previous system we used. We used Sysaid previously and the interface was not intuitive or easy.

    This review was submitted organically. No incentive was offered
    Review Source: Capterra
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