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)

309 Reviews of Freshservice

 

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Software Advice Reviews (9)
More Reviews (300)

Showing 1-9 of 9

Sachin from Wayfair
Specialty: Software / IT
Number of employees: 10,000+ employees Employees number: 10,000+ employees

May 2018

May 2018

Decent product for integration ona larger scale than expected

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Pros

It has got the ability to make changes on a very systemic level on a grand scale and that really hold up in a big company like mine. Nice integration facility.

Cons

Cannot point out any as of now and the FAQs along with Customer service helps a lot to get through and a lot let hassle than i imagined to set it up.

Review Source
 
 

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 300


June 2018

June 2018

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

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Ease-of-use
Usability
Functionality
Functionality
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Quality
Value for Money
Value
Support
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).

Review Source: Capterra
 

Jeanne

June 2018

June 2018

Good helpdesk software

Ease-of-use

Functionality

Product Quality

Customer Support

Ease-of-use
Usability
Functionality
Functionality
Product Quality
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.

Review Source: GetApp
 

Angie from universidad tecnológica de bolívar
Number of employees: 1 employee Employees number: 1 employee

June 2018

June 2018

Efficiency and simplicity of 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

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

Review Source: Capterra
 


June 2018

June 2018

Great IT management and reporting tool

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 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.

Review Source: Capterra
 

Radosław from Cider House IT

June 2018

June 2018

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

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 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.

Review Source: Capterra
 

Dina from Idaho College of Osteopathic Medicine
Number of employees: 51-200 employees Employees number: 51-200 employees

June 2018

June 2018

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

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.

Review Source: Capterra
 

Brant from Washington State University

May 2018

May 2018

Excellent Service Desk

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 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.

Review Source: Capterra
 

Eric from Sandridge Food Corporation

May 2018

May 2018

Good Solid Product with Continuous Updates

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 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.

Review Source: Capterra
 

Vanking from Medgar Evers College

May 2018

May 2018

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

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 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.

Review Source: Capterra
 

Johan from KU Leuven university
Number of employees: 10,000+ employees Employees number: 10,000+ employees

May 2018

May 2018

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

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 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.

Review Source: Capterra
 

David from Illuminas
Number of employees: 11-50 employees Employees number: 11-50 employees

May 2018

May 2018

Freshservice is simply amazing!!!

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

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.

Review Source: Capterra
 

Peter from JRWRC
Number of employees: 2-10 employees Employees number: 2-10 employees

May 2018

May 2018

Effective ticketing tool with a plethora of features

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

Ease of use, efficiency, and providing a detailed overview of current outstanding tickets. The ability to view tickets based on who submitted them.

Cons

The inability to search for tickets based on subject text and content text. This would be a really useful tool as sometimes we need to search for a pre-existing ticket to get an idea as to how to solve a current ticket.

Review Source: Capterra
 

Ivan from Thirdbridge

May 2018

May 2018

Got a satisfactory response back within 20 minutes.

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

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

The application has a really wide set of tools for a ticketing system and it is very easy to follow/move around. The way it allows to track tickets and displays notifications to the most recent tickets that have been addressed is helpful and a nice touch, and a really nice feature that was recently implemented was the option to remote assist a user via Teamviewer directly from within the ticket.

Cons

It has a nice interface, however when setting up new forms for knowledge base and service catalog it can be a bit time consuming since those two sections are similar.
It creates by default a user account as requester whenever someone replies to your default ticketing email address and that person does not have an existing account; in my case, people from outside our company have replied to emails where our helpdesk is cc'ed and creates an account for them.

Review Source: Capterra
 

Hemwantie from Lighthouse Technology

May 2018

May 2018

Freshservice allows to include more categories in tickets when creating them.

Ease-of-use

Functionality

Product Quality

Value for Money

Ease-of-use
Usability
Functionality
Functionality
Product Quality
Quality
Value for Money
Value
Pros

Freshervice allows for many categories as well as sub-categories such as "hardware, software" and then "MOS office, windows, etc."

Cons

Freshservice will not let you close a ticket if certain categories are not filled in such as the materials used.

Review Source: Capterra
 

Rick from Pilot Freight Services LLC
Number of employees: 5,001-10,000 employees Employees number: 5,001-10,000 employees

May 2018

May 2018

Needed an answer to a question regarding a feature in the Service catalog received it within an hour

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

Less phone calls, the tracking of all IT assets, the ease of creating the service catalog and the service requests. It allows us to track every request, in the past everything was verbal or maybe by e-mail.

Pros

Some functions are easy to use and the setup has been moving at a pace we believe will allow us to go live by our target date of 1 August 2018.

Cons

Some functions are complex and you just need to play within the package to find all the features that the product offers.

Review Source: Capterra
 

Alex from Netflix
Number of employees: 1,001-5,000 employees Employees number: 1,001-5,000 employees

May 2018

May 2018

Easy to use, nice and clean interface

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

Visibility of outstanding tickets - when compared to how we used to manage in an inbox

Pros

Easy to set rules for auto-populating.
Clean and simple. View is modern looking
Ability to report free when this is usually an add on.

Cons

Duplicate tickets are created when one email sent with multiple agents in copy. Manually need to merge tickets. Should have the ability to set hierarchy in such cases

Review Source: Capterra
 

Udo from Dinotronic AG
Number of employees: 11-50 employees Employees number: 11-50 employees

May 2018

May 2018

Really very fast and professional support

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Ease-of-use
Usability
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Product Quality
Quality
Value for Money
Value
Support
Pros

You just wait minutes to get a personal answer, which mostly solves the issue. Well trained staff!!!

Cons

Didn't find something I don't like. If something isn't working as expected you can suggest a change.

Review Source: Capterra
 


May 2018

May 2018

A Solid Tool with Good Features

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 IT team is able to manage our performance with regard to our Service Level Agreements with our customers. We are able to hold each other accountable to our assignments and make sure we collaborate on areas we are not familiar with individually.

Pros

The ability to manage team tickets, projects, changes, assets and contracts. The system is intuitive, customizable and has a good workflow management component for your tickets.

Cons

Reporting. Just allowed PowerBI connections, but still needs improvement. Should be publishing more reporting features this year.

Review Source: Capterra
 

Sergio Eduardo from Transpais
Number of employees: 1,001-5,000 employees Employees number: 1,001-5,000 employees

May 2018

May 2018

Fantastic ticket processing for 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

The trial gave my team a sense of follow up on ticketing and internal customer needs.

Pros

With the most recent facelift it improved its ease of use and it's visually more attractive. It's easy to navigate and more intuitive than before. I like the gamification approach to keep everyone on the team focused and aiming to get ahead, more so if you combine this features with some competitive teammates.



Cons

I believe that since It's focused for internal users only, this may limit the universe of applications where companies would be intending to implement a helpful tool like this.

Review Source: Capterra
 

Sheena from SheMarie Hair

May 2018

May 2018

Excellent

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 help section is really informative and Customer Service is prompt, so I haven't run into any problems.

Cons

None at the moment. We are very happy with the software. Cost is low. Would highly recommend to others.

Review Source: Capterra
 
 
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