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 help desk dashboard
 
  • Freshservice - IT help desk dashboard
    IT help desk dashboard
  • Freshservice - Change management
    Change management
  • Freshservice - Problem management
    Problem management
  • Freshservice - IT help desk tickets view
    IT help desk tickets view
  • Freshservice - IT asset management
    IT asset management
  • Freshservice - Admin console
    Admin console
Supported Operating System(s):
Web browser (OS agnostic)

58 Reviews of Freshservice

 

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Software Advice Reviews (8)
More Reviews (50)

Showing 1-8 of 8

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
 
 

mandeep from iocl
Specialty: Software / IT
Number of employees: 2-10 employees Employees number: 2-10 employees

October 2017

October 2017

Verry supotiv

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

i recommend this software to those persons who`s want a good software in valuable price. To save time use Freshservice.

Pros

Its easy to use for anyone who want be a good businessman. very helpful to improve business. A good software in valuable price.

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 50

Dalad from Riverbed
Number of employees: 1,001-5,000 employees Employees number: 1,001-5,000 employees

February 2018

February 2018

Professional

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

Easy to use though doesn't fit all required functions. Timely responses from customer support.

Pros

Easy to use, good customer support. This software will be good for non-complex, single task or workgroup ticketing system. The architectural design will not fit well in enterprise workload.

Cons

Not scaleable. Some out to the box features are not practical and take more time to customize. Limited capacity and difficult to expand beyond default design. Some work are hard coded and difficult to administrate or change.

Review Source: Capterra
 


February 2018

February 2018

Put in a support request and they were very responsive. Solved the issue and followed up.

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

What I like most about this software is the ability to create knowledgebase items, and then others can quickly search their question as it automatically filters possible answers. I also enjoy the related questions feature, that automatically are selected.

Cons

Lack of ability to customize at lower service levels. But that is understandable given the features it has.

Review Source: Capterra
 

Bart from Ontex

February 2018

February 2018

Just using it for 3 weeks as an administrator and comes up as very user friendly

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

An agent who started this week started using it at his first day. Whit 1 hour training he could start using Freshservice ticketing. Very intuitive and easy to use.

Cons

Currently there is no translate possible inside Freshservice, it's available in Freshdesk. If I'm well informed they are working on it.

Review Source: Capterra
 

Anthony from Timecut AB

February 2018

February 2018

Easy to handle tickets. The feature "Projects" needs a lot of work to be really useful thou.

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

One platform and easier maintenance for follow ups and feedback.

Pros

Global access as it is online. One single platform and transparency. Ready to go as it is if necessary.

Cons

The time management in Projects for one. The calendar is not in 24h format which is not compliant with our location as we never use AM-PM format. It is not obvious how to draw reports from projects and I have not found a good way yet.

Review Source: Capterra
 


February 2018

February 2018

I find the software 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

One single database for most of my IT systems

Pros

It didn't take that long to learn how to use the software. I like the ability to add fields where I need to.

Cons

The only issue I can find with the software is with the reports. I would like to have more comprehensive reports.

Review Source: Capterra
 


February 2018

February 2018

Good, but not great.

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

Many built in features, including asset tracking, reporting, and cross compatible with other applications such as Slack, Trello, and a wide array of others in their app store.

Cons

Web based. Updates happen without notice and can affect custom builds. Customer support is in Europe or San Francisco, can be difficult to contact other than email. Their support page does not have in depth information, just broad overviews.

Review Source: Capterra
 

Luis from Stone Pagamentos

February 2018

February 2018

It fulfils many of our process and management needs, but still lacks some functionality

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

How easy it is to implement a new flow and how management in general is simple through the platform.

Cons

The lack of some functionalities regarding the Service Request catalogue implementation, and the type of fields that can be used inside the forms.

Review Source: Capterra
 

Tom from M2

February 2018

February 2018

Quick Efficient and very helpful :)

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

Streamlined experience and improves efficiency in productivity. It has improved the way I work on a daily basis

Cons

A few minor details such as changing font in email signatures but that is a very minor issue and barely even a problem.

Review Source: Capterra
 

Pepe L from Riverbed

February 2018

February 2018

Great customer 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
Pros

Easy to use and configure. The tool is also very flexible and can be set up with multiple options for agents and users.

Cons

No audit reports, for example, I need to see the audit log of all the admin changes to comply with our security frameworks.

Review Source: Capterra
 

Sandeep from NBTC
Number of employees: 10,000+ employees Employees number: 10,000+ employees

February 2018

February 2018

Very user friendly and simple tool where we can follow ITIL process

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

ITIL Process implemented successfully inthe organization.

Pros

Simple, Value for Money, Great Customer Support, Ease of use, Overall quality is nice and definitely we will recommend this.

Cons

Would like to have more customization options for us. Reporting can have more options. Incident/Request Bulk changing option needed. Cannot change Type of ticket on Mobile App.

Review Source: Capterra
 

Ahmed from HBMSU

February 2018

February 2018

Awesome

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

- Email to tickets feature is working like a charm
- User friendly interface
- The new updated theme is amazing
- Tickets handling and assignment is very easy
- Easy administration and customization

Cons

Reporting just need some enhancement such as the ability to view reports in the system with the option to export not receiving them by email as links

The ability to send notification based on SLA consumption is missing in the system. For example, send notification when the 50% of the SLA is over, 75%, 90% and 100%.

Review Source: Capterra
 

Richard from Carbonlite IT Solutions
Number of employees: 1 employee Employees number: 1 employee

February 2018

February 2018

Use FreshService to support a small IT support company.

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

Simple management of customer requests.

Pros

It has enough features to be useful - even on the Free plan, and works exactly as expected. It turns out the supports really good as well.

Cons

Very little! More reporting in the sprout plan would be the icing on the cake - but like I said it's free!

Review Source: Capterra
 

Will from Vantage Credit Union

February 2018

February 2018

We were having a problem with a Service Request coming thru blank.

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 ease of access with the FreshService support team. Each time I need assistance, the issue is resolved within the same day.

Review Source: Capterra
 

Miguel from GB Advisors, Inc.
Number of employees: 11-50 employees Employees number: 11-50 employees

February 2018

February 2018

Everything to gain, nothing to lose, top quality ITSM software here!

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

Better performing of the IT department and responses time to custoers

Pros

* On cloud.
* Easy to setup.
* Innovation in features.
* User Friendly.
* Easy Problem Management Module.
* Releases module with very interesting features.
* Expandibility of configurations on different Modules.
* Custom Fields for different templates.

Cons

Not much of a con but more of something that I would like to see added, more in depth reporting, wih more access to custormer to extract their own reports ajusted to their needs

Review Source: Capterra
 

Roberto from Zenit Group
Number of employees: 11-50 employees Employees number: 11-50 employees

February 2018

February 2018

Administrator and support agent

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

Freshservice is easy to admin and offers you the possibility to start in a very short time, then improve the functionalities day by day.
The new web interface is fresh and easy to use both for administrators and End users.

Cons

Content search doesn't support very much while you're looking for a topic managed in a previous case. Also, multilingual support in field names and picklist values would be appreciated if you've multilingual end users

Review Source: Capterra
 

James from Alpha Omega Solutions, Inc.

February 2018

February 2018

Outstanding tool with a great cost to feature ratio

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 makes support technicians capable of handling so much more than you would think. And the customer facing aspects are a real selling point.

Pros

The ease of use, self-service automation features, and customization flexibility make it an outstanding choice.

Cons

Some missing features along the way have made workarounds necessary but they are open to feedback and willing to implement things so make sure you stay in touch often.

Review Source: Capterra
 

Alejandro from Alo Global Technologies
Number of employees: 11-50 employees Employees number: 11-50 employees

February 2018

February 2018

Every IT team in every company should use this product, at least the free version.

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

Control over IT work that nobody can have a regular number or statistics unless you implement such product like this

Pros

Track the work of IT support inside your company, have all the support in order, you can maybe have a very well supported IT infrastructure but to have a control over how much time and how much work you do better use this product.

Cons

They charge per agent and per assets to include into the inventory, hope they just charge per agent and no charge per assets at all. make get more features into the free version.

Review Source: Capterra
 

Alex from Hawkins Law Firm

January 2018

January 2018

Great ticketing and inventory management system.

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

Being able to add my companies assets to the software. Also, the ease of managing multiple help desk tickets.

Cons

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.

Review Source: Capterra
 


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
 
 
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