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 project overview
 
  • Freshservice - IT project overview
    IT project overview
  • Freshservice - Example tickets
    Example tickets
  • Freshservice - Change management
    Change management
  • Freshservice - Releases view
    Releases view
  • Freshservice - IT ticket rules
    IT ticket rules
  • Freshservice - IT ticket router
    IT ticket router
Supported Operating System(s):
Web browser (OS agnostic)

266 Reviews of Freshservice

 

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Software Advice Reviews (8)
More Reviews (258)

Showing 1-8 of 8

Cesar from Distrito Capital
Specialty: Public Sector
Number of employees: 1,001-5,000 employees Employees number: 1,001-5,000 employees

April 2018

April 2018

Great tool for improve your business with IT Management

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Excellent tool for IT development, very complete and useful app.

Pros

Freshservice has everything you need to improve your business, it works through a set of six elements: Incident Management, Asset Management, Service catalog, Reporting, Integrations and Gamifications, each one with an enormous set of features for you to improve your business and organize your data, this software help you to be always on track of the processes of your business.

Cons

It can take a little to deploy, becuase you have to set properly which elements of your business you want to develop, so I recommend to first set the interest and later start using the app, because it requires a lot of information from your company to work.

Review Source
 
 

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 258

Slobodan from Zilker Technology

April 2018

April 2018

Very easy to use, and gives nice overview.

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

I like ease of access, quick response time, nice overview of all projects, nice way to classify projects...

Cons

There must be an option to back up each client separetly. Currently if you want to back up, you have to back up all.

Review Source: Capterra
 

Gyongyver from Newstore GmbH

April 2018

April 2018

Powerful tool, that can be customized

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 are able to quit two other subscriptions and reduce costs, and simplify our processes by using only one tool instead of 3.

Pros

combines asset management, ticketing, and project management and API, but the best feature so far is the customer service, super quick response and very friendly!

Cons

It took some getting used to the interface, so far I have been using it for only a few months so haven't noticed any issues with it.

Review Source: Capterra
 

Greg from St. Mary's High School

April 2018

April 2018

Useful tool for ticket management.

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

Ticket options are varied. Great to be able to leave notes to other agents. While we don't use knowledge base much, that could be a useful tool as well.

Cons

Inventory tool could be a little easier to use. While there are plenty of fields possible, having a streamlined way to enter items would be awesome.

Review Source: Capterra
 

Nathan from Orchard Therapeutics
Number of employees: 51-200 employees Employees number: 51-200 employees

April 2018

April 2018

Very happy with our corporate rollout of our first help desk platform!!

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

As a growing pharma company, we got immediate benefits from having employees route their requests through to our growing helpdesk as opposed to trying to find someone to help them and praying that the line was not too long.

Pros

I love the customized workflows and deep app integrations. Additionally, the ability to customize this product to such a high degree allows us to both utilize ITS preferred use cases and also add in our own desired functionality as needed. It is fast and end user friendly (also admin friendly) and I like the mobile functionality as well.

Cons

No inbound phone number to voice translation yet - hopefully this is coming in the near future as we would like to have the ability to have folks, who may not have email access, be able to call a number and have their message auto-transcribed into a new incident.

Review Source: Capterra
 

Jonatan from Bufab
Number of employees: 1,001-5,000 employees Employees number: 1,001-5,000 employees

April 2018

April 2018

Great helpdesk system that is easy to learn.

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 we hade a SharePoint solution for Helpdesk, so the benefits are huge. Very much for our users that will get a good and simplified first page.

Pros

The gamification is great and that you can create you own awards are great.
The look and feel of the entire system is great. Very fast GUI response. Very liked by our users.

Cons

So far I have not noticed much that i dislike about this application.
One small thing... too little badges to choose from.

Review Source: Capterra
 

Johnny from Greenville University
Number of employees: 201-500 employees Employees number: 201-500 employees

April 2018

April 2018

We have had good success with Freshservice over the last few years

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

This has been great for our IT team to track our support tickets, inventory and service record.

Pros

It lets us maintain our service record over time and gives us good access. Also, we have been able to leverage the API to make custom integrations of our own and with Zapier to increase functionality.

Cons

I would like to see some better reporting tools and would like to see some better development in the CMDB area of the software which I feel is still rudimentary, but could be very useful.

Review Source: Capterra
 


April 2018

April 2018

Freshservice provided our support team the platform it needed to change our perceptions internally!

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

The software allows for multiple avenues of customization, allowing it to really feel like its your product.
The SSO integration made internal integration simple.

Cons

I wish there was more transparency when placing a ticket 'on hold', with an immediate ability to set a follow up time, an on hold reason.

Review Source: Capterra
 

Uwe from ServeNet GmbH

April 2018

April 2018

It is easy to use. It can be in practice with few adjustments

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

In the standard configuration many things are given. Use of mobile devices possible. Multilingual. AD Connect.

Cons

At the moment I see no major disadvantages. For the Administrators, the dashboard is confusing in some views.

Review Source: Capterra
 

Andrea from Hero

April 2018

April 2018

Easy use and complete Platform

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

This service is very easy to use and I appreciate that it's linkable to other tools and services like Outlook for alert and open ticket notification. I also appreciate the available customization of the portal view, them, logos and landscape.

Cons

At now I did not find anything special I dislike or appreciate less than other items. Maybe you can extend the devices and licenses management by collecting information using a specific agent. It would be also appreciated to collect service and server log (security log, app log and so on )

Review Source: Capterra
 

Missy from Brisbance Racing Club
Number of employees: 201-500 employees Employees number: 201-500 employees

April 2018

April 2018

Freshservice is my key application to manage and track support and projects

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

Productivity, efficiency with real time and up to date reports

Pros

I use Freshservice every day and for ticket management and reports for the ICT department. In addition, due to the flexibility the Facility Team is now using Freshservice this has increased moral with the team who know what needs to be done, where and by when.

Cons

Too much to learn and master. In my role I continue to look at using Freshservice functionality from end to end. Currently I am entering ICT assets what a job !

Review Source: Capterra
 

George from Hernando County Clerk of Circuit Court

April 2018

April 2018

Freshservice has been a major blessing to our support center

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

The fresh intuitive interface is much better than the clunky old software we were using, SLAs have helped improve response times. Requester management and organization is great.. the ability to impersonate a user it invaluable.

Cons

the price is high but worth it, I hate the pricing tiers, and the API needs a lot of work its very confusing and the documentation is lacking

Review Source: Capterra
 

Miguel from UNED Tenerife
Number of employees: 11-50 employees Employees number: 11-50 employees

April 2018

April 2018

Excelent product

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

It is very useful in my work to manage service requests. It saves me a lot of time and helps me organize.
In addition, you have a history with all interventions made that is very useful.

Pros

Easy of use.
Full of options even in the Sprout version.
Clean and Elegant.
Lot of options to integrate it with other software via Marketplace (Slack, Skype, Dropbox...).

Cons

There's nothing I like the least. This product offers an excelent experience and it's fully functional even in the "free" version.

Review Source: Capterra
 

Jorge from Jorge TI Serviços

April 2018

April 2018

Organize my 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

organized worflow process

Pros

easy to use, inclusive, to achive good pratice on the service reponse tickets, scenerarios, actives, knowledbase, all this resources, isolatade and cobined, contribute with the team and the the cliente, on the transparency of the process.

Cons

Main dashboard for free account, is not properly a useful experience, don't promote a good user experience

Review Source: Capterra
 

Adrian from Clifton Associates Ltd.
Number of employees: 201-500 employees Employees number: 201-500 employees

April 2018

April 2018

Excellent ITSM Platform

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

It's powerful and easy to use
It's fast and stable
It works well with all major browsers
It's updated frequently with new functionality
The support is very responsive and effective

Cons

Some of the features and functionality can be a little limited in terms of customization ability.

Review Source: Capterra
 

Paul from MacMurray College

April 2018

April 2018

Used Freshservice at previous job. Implementing at new job. Greatly improves IT-user interactions.

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

Customizable fields
Automation of ticket handling and responses
Integrations with AD and email
The customer portal
The CMDB

Cons

The amount of configuration required (although that's part of what makes Freshservice work so well).
In some cases, the documentation for configuring a certain aspect doesn't go into deep enough detail, so we have to use a little trial and error to get things set right.

Review Source: Capterra
 


April 2018

April 2018

Quick response time. Perfect thing 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

Share of information. It is very easy for a new team member to catch up on a new project. Good overview of all projects.

Cons

There is need to export each client individually. So my suggestion would be to go into that direction.

Review Source: Capterra
 

Calvin from Business Integration Guru Pte Ltd

April 2018

April 2018

Intuitive and 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

The ability to view what is going on in my daily operation

Pros

View tickets and history easily based on filter. Extracting report on each agent SLA. Viewing performance for each agent.
Ability to edit SLA based on organisation requirement.

Cons

The administrative access to manage the Fresh desk portal feels messy and cluttered.
Will be good if there can be tutorial documents for administrators

Review Source: Capterra
 

Chris from ZIRKLE FRUIT COMPANY

April 2018

April 2018

Very easy to setup and start working.

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

Easy to setup, easy to use, pretty configurable. The users submitting support requests really like the system, it's feedback etc...

Cons

In addition to tracking support time against a department we were looking to use it as a current/future task/project tracking system, but it didn't have enough configuration/flexibility to do what we needed. We were hoping we could stretch it's functionality, but we couldn't get what we needed.

Review Source: Capterra
 

Gustavo from Brunetto Comercio de Alimentos LTDA
Number of employees: 51-200 employees Employees number: 51-200 employees

April 2018

April 2018

Excellent, 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

A organization and documentation of the incidents on a more easy way. A easy to use plataform for the users.

Pros

The free package is Awesome. And all the mechanics are very easy to use and administrate. I really like the "Free-Thinking" the give to us to configure.

Cons

The some High Values. And the thing, on the free package we can only make 3 Analists accounts. By the way, everything beside this are excellent.

Review Source: Capterra
 

Ted from T&B Tube
Number of employees: 51-200 employees Employees number: 51-200 employees

April 2018

April 2018

Freshservice has been nothing but wonderful for my company. It has made giving IT support easier!!!!

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

It's tough to pick a starting point. I really like how 'fluid' and simple, yet powerful, Freshservice is. Everything just works.

Cons

Quite honestly, there is nothing about Freshservice I do not like. Everything is finely crafted with the customer in mind, as you can tell.

Review Source: Capterra
 
 
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