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.
Sachin from Wayfair
Specialty: Software / IT
Employees number: 10,000+ employees
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.
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.
Cesar from Distrito Capital
Specialty: Public Sector
Employees number: 1,001-5,000 employees
Excellent tool for IT development, very complete and useful app.
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.
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.
Emily from Sl Alabama
Employees number: 501-1,000 employees
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.
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.
Joe from SQA Services, Inc
Employees number: 51-200 employees
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.
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.
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.
Stephen from Catholic Regional College Melton
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.
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.
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
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.
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.
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
The product is pretty user-friendly, and I can deploy it to my users without having to go through any intensive training.
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.
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
It's simple to setup and use with many nice options. Support is very helpful when needed.
I would like to be able to design custom ticket templates, and the reports are very lacking.
Use the trial option so you can drive before you buy.
Michael from J.K. Residential Services Inc.
Specialty: Property Management
I was able to speak to a live person when I had questions about the product.
We do not have any negative issues with the program. There are additional features that we have not set up yet.
We were looking for something that would be straightforward and easy to use.
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.
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).
Watch the features, well-organized interface. Customer service responds quickly and is familiar with the product.
Would like to be able to customize some of the categories that right now are not able to be customized.
Angie from universidad tecnológica de bolívar
Employees number: 1 employee
I would remain with her for the simple fact of being able to save my time in everything what it needs to realize
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
The basic formats that he presents do not make it stand out of a platform that should realize the same functions
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.
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.
Radosław from Cider House IT
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.
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.
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.
Dina from Idaho College of Osteopathic Medicine
Employees number: 51-200 employees
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.
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.
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.
Brant from Washington State University
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.
Once you stop using the free plan it can be a little more expensive than other service desk offerings out there.
Eric from Sandridge Food Corporation
I like the Dashboard which gives you recent activity at a glance. I also like that the interface is clean and simple.
I don't like the CMDB as it's not very user friendly and software management is difficult compared to some other products.
Vanking from Medgar Evers College
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.
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.
Johan from KU Leuven university
Employees number: 10,000+ employees
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.
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.
Fresh is eager to implement cool new features. Sometimes this functionality is not completely mature yet.
David from Illuminas
Employees number: 11-50 employees
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.
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.
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.
Peter from JRWRC
Employees number: 2-10 employees
Ease of use, efficiency, and providing a detailed overview of current outstanding tickets. The ability to view tickets based on who submitted them.
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.
Ivan from Thirdbridge
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.
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.
Hemwantie from Lighthouse Technology
Freshervice allows for many categories as well as sub-categories such as "hardware, software" and then "MOS office, windows, etc."
Freshservice will not let you close a ticket if certain categories are not filled in such as the materials used.
Rick from Pilot Freight Services LLC
Employees number: 5,001-10,000 employees
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.
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.
Some functions are complex and you just need to play within the package to find all the features that the product offers.
Alex from Netflix
Employees number: 1,001-5,000 employees
Visibility of outstanding tickets - when compared to how we used to manage in an inbox
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.
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
Udo from Dinotronic AG
Employees number: 11-50 employees
You just wait minutes to get a personal answer, which mostly solves the issue. Well trained staff!!!
Didn't find something I don't like. If something isn't working as expected you can suggest a change.
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.
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.
Reporting. Just allowed PowerBI connections, but still needs improvement. Should be publishing more reporting features this year.
Sergio Eduardo from Transpais
Employees number: 1,001-5,000 employees
The trial gave my team a sense of follow up on ticketing and internal customer needs.
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.
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.
Sheena from SheMarie Hair
The help section is really informative and Customer Service is prompt, so I haven't run into any problems.
None at the moment. We are very happy with the software. Cost is low. Would highly recommend to others.