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.
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.
mandeep from iocl
Specialty: Software / IT
Employees number: 2-10 employees
i recommend this software to those persons who`s want a good software in valuable price. To save time use Freshservice.
Its easy to use for anyone who want be a good businessman. very helpful to improve business. A good software in valuable price.
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.
Dalad from Riverbed
Employees number: 1,001-5,000 employees
Easy to use though doesn't fit all required functions. Timely responses from customer support.
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.
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.
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.
Lack of ability to customize at lower service levels. But that is understandable given the features it has.
Bart from Ontex
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.
Currently there is no translate possible inside Freshservice, it's available in Freshdesk. If I'm well informed they are working on it.
Anthony from Timecut AB
One platform and easier maintenance for follow ups and feedback.
Global access as it is online. One single platform and transparency. Ready to go as it is if necessary.
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.
One single database for most of my IT systems
It didn't take that long to learn how to use the software. I like the ability to add fields where I need to.
The only issue I can find with the software is with the reports. I would like to have more comprehensive reports.
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.
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.
Luis from Stone Pagamentos
How easy it is to implement a new flow and how management in general is simple through the platform.
The lack of some functionalities regarding the Service Request catalogue implementation, and the type of fields that can be used inside the forms.
Tom from M2
Streamlined experience and improves efficiency in productivity. It has improved the way I work on a daily basis
A few minor details such as changing font in email signatures but that is a very minor issue and barely even a problem.
Pepe L from Riverbed
Easy to use and configure. The tool is also very flexible and can be set up with multiple options for agents and users.
No audit reports, for example, I need to see the audit log of all the admin changes to comply with our security frameworks.
Sandeep from NBTC
Employees number: 10,000+ employees
ITIL Process implemented successfully inthe organization.
Simple, Value for Money, Great Customer Support, Ease of use, Overall quality is nice and definitely we will recommend this.
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.
Ahmed from HBMSU
- 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
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%.
Richard from Carbonlite IT Solutions
Employees number: 1 employee
Simple management of customer requests.
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.
Very little! More reporting in the sprout plan would be the icing on the cake - but like I said it's free!
Will from Vantage Credit Union
The ease of access with the FreshService support team. Each time I need assistance, the issue is resolved within the same day.
Miguel from GB Advisors, Inc.
Employees number: 11-50 employees
Better performing of the IT department and responses time to custoers
* 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.
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
Roberto from Zenit Group
Employees number: 11-50 employees
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.
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
James from Alpha Omega Solutions, Inc.
It makes support technicians capable of handling so much more than you would think. And the customer facing aspects are a real selling point.
The ease of use, self-service automation features, and customization flexibility make it an outstanding choice.
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.
Alejandro from Alo Global Technologies
Employees number: 11-50 employees
Control over IT work that nobody can have a regular number or statistics unless you implement such product like this
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.
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.
Alex from Hawkins Law Firm
Being able to add my companies assets to the software. Also, the ease of managing multiple help desk tickets.
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.
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.
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.
Christian from LHI Leasing
Employees number: 201-500 employees
Great support, easy to use, useful mobile app, reasonable pricing, full ITIL standards / process implemented
Missing workflow functionality, some customizing features could be easier to understand, some poor translations into German