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 project overview
 
  • Freshservice - IT project overview
    IT project overview
  • Freshservice - Example tickets
    Example tickets
  • Freshservice - Change management
    Change management
  • Freshservice - Releases view
    Releases view
  • Freshservice - IT ticket rules
    IT ticket rules
  • Freshservice - IT ticket router
    IT ticket router
Supported Operating System(s):
Web browser (OS agnostic)

329 Reviews of Freshservice

 

Start your review of Freshservice

Click to start
https://www.softwareadvice.com/help-desk/freshservice-review/
Software Advice Reviews (11)
More Reviews (318)

Showing 1-11 of 11

Spencer from MongoDB Inc.
Specialty: Software / IT
Number of employees: 501-1,000 employees Employees number: 501-1,000 employees

September 2018

September 2018

Freshservice Review

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Pros

What I like about this it is easy to use, very user friendly. And it also has a free plan who supports the huge number of users.

Cons

Not as much major complain so far. I just like to improve the design and a bit laggy and I would love it to have a more accessible mobile app.

Review Source
 
 

Malcom from CHITSA IT LLC
Specialty: Software / IT
Number of employees: 501-1,000 employees Employees number: 501-1,000 employees

September 2018

September 2018

Freshservice is great!

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Pros

I really love on this product because it has a dispatcher rule and supervisor rules which helps me a lot. Love this!

Cons

Not really a user friendly, I mean it takes a good skills on using this product but it has a guidelines.

Review Source
 
 

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 318

D'Andra from ASU
Number of employees: 1,001-5,000 employees Employees number: 1,001-5,000 employees

December 2018

December 2018

FreshService Review

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 overall experience is good. Our end users are comfortable with the process of submitting request.

Pros

The features I like most about FreshService is the easy-to-use dashboard and reporting system. I like the sign-in process for end users.

Cons

The software does not offer enough options as it relates to submitting request. I have only seen incidents and problems.

Review Source: Capterra
 

Paul from New Hartford Public Schools
Number of employees: 51-200 employees Employees number: 51-200 employees

November 2018

November 2018

Great Service Desk software

Ease-of-use

Functionality

Product Quality

Value for Money

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

Simple interface that is clean and easy to navigate. Good pricing.

Cons

The lack check-out/in features for assigned equipment made things tricky for me.

Review Source: Capterra
 

Michael from School District 145
Number of employees: 201-500 employees Employees number: 201-500 employees

November 2018

November 2018

Great for the Price! Love the 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 previous helpdesk just was not working for us but the reason we could not immediately switch to a new one was due to the fact that we needed integrated asset management. Finding a good quality helpdesk like this is rare.

Pros

Tons of features. We needed a helpdesk that could also help manage our assets and this helpdesk managed to do both. What was really great was that we needed something that could work with our G Suite and help manage Chromebooks too!

Cons

Hard to import tickets/assets. They require a very specific format for importing ticket data and assets from other systems and we had a hard time getting our data in to it.

Review Source: Capterra
 


November 2018

November 2018

Strong product

Ease-of-use

Functionality

Product Quality

Ease-of-use
Usability
Functionality
Functionality
Product Quality
Quality
Pros

It does what it promises and allows to prioritise and correctly manage tickets for customer service

Cons

It would be very useful to have a better management of tags for search queries, in order to identify tasks more quickly

Review Source: Capterra
 


October 2018

October 2018

Great until you need 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

Great suite of features. I had a super easy time moving my department and company over to this product. Runs good and not packed with unused feature bloat.

Cons

Wiki features could be fleshed out.

Customer support has been very disappointing. Has been months and I still cannot use features that influenced my purchase

Review Source: GetApp
 

Rich from The Coastal Companies
Number of employees: 1,001-5,000 employees Employees number: 1,001-5,000 employees

October 2018

October 2018

Simple to use and has all the features you actually need.

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 really like Fresh Service (and before it, Fresh Desk). I keep trying to find a reason to switch to Zendesk because of the possibilities with their integrations but keep abandoning the trial. I would have to reproduce in Zendesk what I currently have in Freshservice in order to start experimenting with the possibilities. That's where the problems start. All the things I have in Freshservice are add-ons in Zendesk that cost extra and don't work the same way. If you have a fairly small team, we have 4 IT personnel for a 24/7 $400 million dollar company, this is your solution.

Pros

Layout is clean and easy to understand. Has fun 'gamify' system which lets my techs compete with with other for prizes with the system keep score. This is available on our subscription level. Also has SLA monitoring for those pesky KPI requirements. Can setup a catalog of services and items for end users to 'order' with a workflow approval process. Can integrate with chat and phone. Great all around alternative to Zendesk. Doesn't nickel and dime you to have basic features.

Cons

List of Integration possibilities are pretty small in comparison and hasn't really grown in the several years we have been using it.

Review Source: Capterra
 

Jordan from HandStands PROMO
Number of employees: 51-200 employees Employees number: 51-200 employees

October 2018

October 2018

Good, but room for improvement

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 Freshservice over from Zendesk. We were pleased that there wasn't much, if anything, that we gave up when switching over from a paid Zendesk account to a Free Freshservice account. We are still pleased overall with Freshservice, and have no plans to switch back to Zendesk. The dashboard and reporting are pretty basic, but still functional.

Pros

Easy to use
Free version gives you plenty when you're a small team
AD integration for Computers and Software

Cons

Dashboard could be more detailed
Setup takes some time

Review Source: Capterra
 

Jacob from JP Industries
Number of employees: 1 employee Employees number: 1 employee

September 2018

September 2018

Terrible Customer Support & Software

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 placed 2 trouble tickets and I had my account suspended because I apparently was harassing them? They said I was no longer allowed to use their software as I violated some policy in which isn't listed on their website

Pros

I like the interface of the software. I also loved that they offer a supervisor rule and dispatcher rule within the product so I can customize things to run the way I need them to.

Cons

I hated the fact that they do not offer a truly FREE Plan. They say it's free but they restrict you not only on features but also with customer support.

Review Source: Capterra
 

Sam from Computer Software
Number of employees: 501-1,000 employees Employees number: 501-1,000 employees

September 2018

September 2018

Good functionality, not good ease of use

Ease-of-use

Functionality

Product Quality

Ease-of-use
Usability
Functionality
Functionality
Product Quality
Quality

Is useful in reporting problems, but takes up a lot of time to do simple tasks (updating, responding)

Pros

Ability to go in depth & details about incident or request.

Cons

Not very user friendly, a lot of updating status, takes a lot of time to go through all tickets.

Review Source: Capterra
 


September 2018

September 2018

IT Oriented CRM is a winner

Ease-of-use

Functionality

Product Quality

Value for Money

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

The ease of use, integration, and ability to provide the IT department with a positive user facing ticketing software, is an unparalleled boon.

Cons

Unlike its FreshDesk cousin, many of the features from that iteration are removed or unavailable. However if you have no experience with that service you don’t know what you’re missing, so there’s that.

Review Source: Capterra
 

Peter from TVS Electronics
Number of employees: 1,001-5,000 employees Employees number: 1,001-5,000 employees

August 2018

August 2018

Decent support for IT Operations of smaller organization

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

Dont expect too much. Ours is a small organization so it was easy to use. employees can see all of their tickets and you have to wait until your ticket gets resolved. Simple and easy!!!

Pros

Streamlined helpdesk service that is simple and easy to use. Oh, I forgot to mention that there is a free plan that can support a generous 100 users. That could be all you need if it is a small business organization. The entire life cycle of a support request is taken care by a ticket. The simple, uncluttered interface is bound to be easy.

Cons

No space for any asset management. Also, zero support for pulling reports. also, integration with other applications could only be a dream.

Review Source: Capterra
 


August 2018

August 2018

Great service desk software for a small IT team

Ease-of-use

Functionality

Product Quality

Ease-of-use
Usability
Functionality
Functionality
Product Quality
Quality
Pros

We could communicate with users through the service desk, add attachments, customise the overview screen of tickets (such as the columns). The change management features were quite good, allowing for manager approvals and private work notes to be added into the ticket.

Cons

The Knowledge Articles wysiwyg editor wasn't very good. Copying and pasting content from a word document to the editor often resulted in images and numbering being all over the place.

Review Source: Capterra
 

Sithembele from EFTPOS
Number of employees: 2-10 employees Employees number: 2-10 employees

August 2018

August 2018

Great Helpdesk App

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 was looking for a new helpdesk app for my company and I found freshservice to offer all the features we required.

Pros

FreshService is very feature rich and highly customizable.

Cons

The price is a bit steep for my liking but it is the average price for similar products.

Review Source: Capterra
 


August 2018

August 2018

It's fine but a bit confusing

Ease-of-use

Functionality

Product Quality

Value for Money

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

You can link Jira tickets. The Jira integration is quite advanced, it can pull Jira projects, statuses, metadata etc.

Cons

It's a bit confusing: When you see the ticket you can add "a note" and you can add "a reply" and you can "open a discussion". The difference between them is not clear.

The search is very basic. You can't do complex queries like "show me all the tickets for the last month assigned to me which have status "Not resolved".

The workflow is basic, there are statuses, categories, labels etc. At the same time, the screen is cluttered with different buttons: You can click "edit" ticket, you can click "change" ticket and you can click "update" the ticket. Why do we need all three, what's the difference between "changing", "updating" and "editing"?

Review Source: Capterra
 

Santhosh from SHARP Software Development India
Number of employees: 51-200 employees Employees number: 51-200 employees

July 2018

July 2018

Awesome 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

Very useful for all type of business - Easy to Setup the software & Easy to use, Good UI as well, Great Customer Support.

Cons

Not much, But Freshservice need to improve the ticketing system for ITSM.
More tools for deferent Businesses.

Review Source: Capterra
 


July 2018

July 2018

Simple but effective help desk 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

Works well out of the box but can easily customise to make simple work flows. Integrates with a bunch of other apps, base tier is free with everything you need as a small business and as you grow it's very affordable.

Cons

Haven't come across anything yet that would make me jump to someone else. Waiting for their Freshsales to get meatier to use together.

Review Source: GetApp
 

Abdulaziz from Dr. Abdul Rahman Al-Mishari Hospital

July 2018

July 2018

A Web App that delivers the needed functionality from a support 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

running the support desk, with minimum effort.

Pros

Easy onboarding of the agents and linking the uses/requesters with the different connectors available. The system has many ways to report support ticket (the web UI, sending an email, or use the mobile App) the same can be said about handling ticket from the agents. The built-in reports are enough to satisfy the need of running services and keeping your SLA in check.

Cons

the Payment model is on an agent and likes to see it build on site. this way the system will be more fitting the small to med size deployments.

Review Source: Capterra
 

Erica from Pinterest
Number of employees: 1,001-5,000 employees Employees number: 1,001-5,000 employees

July 2018

July 2018

Intuitive ticketing software

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 UI is quite easy-to-use, and pretty intuitive to work with. The integration with Jira is great.

Cons

Text editor has some issues and is occasionally buggy. The feature stratification across the payment tiers is sometimes unintuitive. Perhaps allow trial time for certain features.

Review Source: Capterra
 

Jamie from GVChristian

June 2018

June 2018

Fresh desk was easy to use and tracked our inventory really well

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 liked the way we could tie our assets with users and easily track a support history. That made it easier to see past issues in a chronological order.

Cons

It had a hard learning curve. Didn't understand many of the terms used in the program so that took a while to learn.

Review Source: Capterra
 


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
Product Quality
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
 
 
Write a Review