About Freshservice

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 ca...


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Supported Operating System(s):

Web browser (OS agnostic)

422 Reviews of Freshservice

Average User Ratings

Overall

4.54 / 5 stars

Ease-of-use

4.5

Value for money

4.5

Customer support

4.5

Functionality

4.5

Ratings Snapshot

5 stars

(261)

261

4 stars

(136)

136

3 stars

(18)

18

2 stars

(7)

7

1 stars

(1)

1

Likelihood to Recommend

Not likely

Very likely

Showing 1 - 5 of 422 results

June 2021

User Profile Picture

Erick from ACS Industries

Verified Reviewer

Company Size: 1,001-5,000 employees

Industry: Automotive

Time Used: Less than 2 years

Review Source: Capterra


Ease-of-use

5.0

Value for money

5.0

Customer support

5.0

Functionality

5.0

June 2021

Probably the best tool for Help Desk Management

This is probably the best I used for ticketing. The support is really good, the only bad thing is that you have to contact mostly via chat.

Pros

The features it provides are really good. The ticketing flow is easy to follow, we can handle our Service Catalog, integrate with Active Directory, manage Asset Inventory and now we started using the Project management tool.

Cons

The configuration (Initial Setup) is kind of complex. Design the flows is friendly, but complex if you have many rules, but the good thing is that support guides all the way during this process.

Reasons for Switching to Freshservice

SysAid performance was not good. The technical support is not good either.

June 2021

Anonymous

Verified Reviewer

Company Size: 51-200 employees

Time Used: Less than 2 years

Review Source: Capterra


Ease-of-use

5.0

Value for money

5.0

Customer support

5.0

Functionality

4.0

June 2021

Easily worth the price compared to other ticket systems.

Pros

After following a demo given by enthusiastic and cooperative Freshservice employees, we were sure of our choice. The tooling is intuitive, user-friendly, responds quickly and very easy to set up. There are plenty of things that can be adapted to the needs of the company. There are a number of options within the tooling that have certainly increased the efficiency of our employees and in the way customers create their own tickets. The support and technical staff are excellent and an example for other companies!

Cons

The change module may be further expanded. A feature request has been created for this and the latest information shows that a number of improvements will be made this year.

Reasons for Choosing Freshservice

Before Freshservice, we used a tooling that was almost unusable, slow and cumbersome to use. No more innovations were made. The switch to Freshservice was a relief for our users, but certainly for our customers. Where we regularly received complaints about our ticket system before using Freshservice, we no longer receive any complaints.

June 2017

Anonymous

Verified Reviewer

Company Size: 201-500 employees

Time Used: Less than 12 months

Review Source: GetApp


Ease-of-use

3.0

Value for money

1.0

Customer support

4.0

Functionality

1.0

June 2017

No bang for the buck, an overpriced form submission tool that disappoints in reporting and integration

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.

May 2021

Tom from Riverside County Office of Education

Company Size: 1,001-5,000 employees

Industry: Education Management

Time Used: More than 2 years

Review Source: Capterra


Ease-of-use

5.0

Value for money

4.0

Customer support

5.0

Functionality

5.0

May 2021

Freshservice Review

I've really enjoyed having Frehservice in our organization. It has made my job as a manager much easier in that I can easily review team performance, post announcements for the organization, and identify trends in issues or requests.

Pros

Freshservice has been a game-changer for our organization. The service catalog and user-friendly interface has allowed our employees to improve their productivity over the past 2+ years we have had the system implemented. The customizable forms and workflow has allowed our IT department to streamline processes and improve efficiency.

Cons

I wish the reporting capabilities were more customizable. There have been a few situations where I reached out to Frehservice for support on reports I needed but found the reports were not possible. The freshservice support team told me my reporting needs would be added to the list of potential "future enhancements'.

Reasons for Choosing Freshservice

Cost and ease of customization

Reasons for Switching to Freshservice

Our previous product did not have a customizable system and did not provide our employees with a way to track their tickets once created. It also lacked any type of reporting capabilities.

May 2021

Samuel from Premier Equipment Ltd.

Company Size: 201-500 employees

Industry: Farming

Time Used: Less than 12 months

Review Source: Capterra


Ease-of-use

5.0

Value for money

5.0

Customer support

5.0

Functionality

5.0

May 2021

Easily worth the price compared to free ticket systems

Extremely positive. Previously was using HESK as a free ticket system and also demo'd a few other options before settling on Freshservice. The paid features of Freshservice more then pay for themselves.

Pros

Makes dealing with a large number of tickets very simple and intuitive. Improves response time and productivity of helpdesk.

Cons

The settings/configuration is not super intuitive.

Reasons for Choosing Freshservice

Better pricing. Better features for internal IT departments (as opposed to MSP focused ticket systems)

Reasons for Switching to Freshservice

Lack of features