Who Uses This Software?

Freshservice's customers include MSP's, financial organizations, educational institutions and several government organizations.


Average Ratings

38 Reviews
  • 4 / 5
    Overall
  • 4.5 / 5
    Ease of Use
  • 4.5 / 5
    Customer Service

Product Details

  • Starting Price
    $29.00/month/user
    See pricing details
  • Free Version
    Yes
  • Free Trial
  • Deployment
    Cloud, SaaS, Web
    Mobile - Android Native
    Mobile - iOS Native
  • Training
    Documentation
    Webinars
    Live Online
    In Person
  • Support
    Online
    Business Hours
    24/7 (Live Rep)

Vendor Details

  • Freshworks
  • freshservice.com
  • Founded 2010
  • United States

About Freshservice

Maintain inventory of your organization's IT and non-IT assets like contracts, hardware, software, and track asset details throughout its lifecycle with Freshservice's asset management. The tool puts a refreshing user experience on top of powerful ticketing and asset management capabilities like auto-discovery of new resources, powerful configuration management, and enhanced impact analysis.


Freshservice Features

  • Asset Tracking
  • Audit Management
  • Compliance Management
  • Configuration Management
  • Contract Management
  • Cost Tracking
  • Depreciation Management
  • IT Service Management
  • License Management
  • Maintenance Management
  • Procurement Management
  • Requisition Management

Freshservice Reviews Recently Reviewed!

Great Help Desk Software, Particularly For Time Pressed Admins

Sep 14, 2017
4/5
Overall
4 / 5
Ease of Use
4 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money
Likelihood to Recommend: 9.0/10 Not
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Comments: 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.

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

Jun 13, 2017
2/5
Overall
3 / 5
Ease of Use
1 / 5
Features & Functionality
4 / 5
Customer Support
1 / 5
Value for Money
Likelihood to Recommend: 1.0/10 Not
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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.

Nice and easy!

Jun 13, 2017
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money
Likelihood to Recommend: 9.0/10 Not
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Pros: Great support, easy to use, useful mobile app, reasonable pricing, full ITIL standards / process implemented

Cons: Missing workflow functionality, some customizing features could be easier to understand, some poor translations into German

Easy to use!

May 18, 2017
4/5
Overall
4 / 5
Ease of Use
4 / 5
Features & Functionality
4 / 5
Customer Support
4 / 5
Value for Money

Pros: We use this for work tickets, mainly for maintenance requests at different locations (some I.T.) tickets as well.

Cons: Lack of reports, login screen sometimes messes up. No real system setup to alert you when a ticket is due or overdue.

Great support and commitment to customer driven enhancements!

Feb 07, 2017
5/5
Overall
5 / 5
Ease of Use
4 / 5
Features & Functionality
4 / 5
Customer Support
4 / 5
Value for Money
Likelihood to Recommend: 8.0/10 Not
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Pros: The standard set of reports is exceptional as compared to our previous product and other products we have looked at. These reports provide quantitative measures of staff productivity, SLA compliance, ticket flow, and customer satisfaction.

Cons: This is not really a con but it would be terrific if the product included a customer facing performance dashboard allowing the customer to view performance metrics at their leisure. This feature would drive a level of transparency valued by many internal and external clients.

Overall: Our nonprofit managed services organization converted to FreshService on June 6th of last year (2016). The setup process was straightforward and not terribly resource intensive. The standard reporting is exceptional and they just recently added a custom report and scheduling capability. We made the change because our previous vendor was not investing in their solution. That is not the case with FreshService. The product is updated regularly and some of those have resulted from our requests. I would highly recommend this solution for any internal or managed services IT organization.

Recommendations to other buyers: I would highly recommend consideration of this product for any organization considering a change of service desk solutions.

ITSM Tool for PME and why not to giant Companys?

Dec 01, 2016
5/5
Overall
4 / 5
Ease of Use
4 / 5
Features & Functionality
3 / 5
Customer Support
5 / 5
Value for Money
Likelihood to Recommend: 10.0/10 Not
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Pros: Fresh Itil view.
Easy to handle and implement.
Full of quick wins.

Overall: We implemented freshservice since 2015 and this tool is what we needed !
It took us just 2 months to have it Go Live for our 500 users in the head office and foreign offices.
All is already implemented to have full ITIL processes and CMDB management inside.
The plus that we are now thinking to implement is the budget and provider assessments.
Claudio Anciaes
IT Service Delivery Manager
Engie E&P International

From Stale to Fresh

Nov 11, 2016
5/5
Overall
5 / 5
Ease of Use
4 / 5
Features & Functionality
4 / 5
Customer Support
4 / 5
Value for Money

Comments: We were using an outdated ticketing system, which was great when first deployed, but was past its prime. We checked out many different systems, but ending up going with Freshservice. Since then, we have had an increase in productivity and great feedback from our users.

Freshservice has greatly improved our helpdesk workflow.

Nov 09, 2016
4/5
Overall
5 / 5
Ease of Use
4 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money

Comments: Before Freshservice we were using an email based workflow for help desk, needless to say it was difficult to keep track of tasks and escalation. We looked at three different SaaS solution for helpdesk and decided to move forward with FreshService.

Key differentiator for us were:
- Ease of deployment and use.
- Simple workflow that we can adapt to our needs.
- Great customer service.

Freshservice was leader in all three categories.

I can't believe what they give away free!

Oct 13, 2016
5/5
Overall
4 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money
Likelihood to Recommend: 10.0/10 Not
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Pros: Price, simplicity of the UI, features

Cons: Haven't found any yet.

Overall: We needed something quite simple, but Freshdesk has loads of features, and their free version is very generous. Their apps work well as well as the web app.

I highly recommend the it for use as a helpdesk.

FreshService

Oct 06, 2016
3/5
Overall
5 / 5
Ease of Use
2 / 5
Features & Functionality
2 / 5
Customer Support
5 / 5
Value for Money
Likelihood to Recommend: 4.0/10 Not
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Comments: No good, not very flexible. Little dev assistance for customization.
Out of the box it works great but cant scale for enterprise.

Very poor in terms of support

Jun 27, 2016
2/5
Overall
4 / 5
Ease of Use
4 / 5
Features & Functionality
1 / 5
Customer Support
1 / 5
Value for Money
Likelihood to Recommend: 2.0/10 Not
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Pros: Functionality

Cons: IP based accessibility to users are not supported. Reporting is very poor.

Overall: A great product. But very poor in support. What is promised was not delivered. Reporting is very poor.

Recommendations to other buyers: Very poor after sales support

Exactly what I was after

Mar 21, 2016
5/5
Overall
4.5 / 5
Ease of Use
4.5 / 5
Features & Functionality
5 / 5
Customer Support
Likelihood to Recommend: 10.0/10 Not
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Pros: 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.

Cons: 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 to other buyers: 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.

Best fit for my group!

Jul 20, 2015
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
Likelihood to Recommend: 10.0/10 Not
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Pros: 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.

Cons: 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 to other buyers: 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!

Technology Director

Apr 15, 2015
4/5
Overall
4 / 5
Ease of Use
4 / 5
Features & Functionality
Likelihood to Recommend: 8.0/10 Not
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Pros: The product is pretty user-friendly, and I can deploy it to my users without having to go through any intensive training.

Cons: 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 to other buyers: 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.

Freshservice delivering a simplified solution for IT Help Desks

Feb 04, 2015
5/5
Overall
5 / 5
Ease of Use
3.5 / 5
Features & Functionality
5 / 5
Customer Support
Likelihood to Recommend: 8.0/10 Not
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Pros: It's simple to setup and use with many nice options. Support is very helpful when needed.

Cons: I would like to be able to design custom ticket templates, and the reports are very lacking.

Recommendations to other buyers: Use the trial option so you can drive before you buy.

CMDB with a Modern UI

Aug 20, 2014
5/5
Overall

Comments: All of the big CMDB vendors seem to have clunky, slow user interfaces stuck in the late 90's; I'm looking at you BMC Footprints and HP ServiceDesk. Given that tons of data move through a CMDB and it's meant to be a labor- & time-saver (and in my leanly-staffed organized I need it to be), none of the big players I looked at would work for me- FreshService does.

Pros: Extremely intuitive, snappy interface Reliable cloud hosting "White-label" interface that you can brand with your organization's colors Data imports from other CMDB products and CSV files

Cons: No hands-off data export/backup ability for organizations that want to keep a copy of the FreshService data on-premises. They can schedule dumps and email you links though, so do not let this keep you from an amazing product!

Immediately Boost Customer Service

Aug 20, 2014
5/5
Overall

Comments: Designed to simplify enterprise IT operations, Freshservice is a complete Service Desk, packed with powerful automation features that suits every organization's IT needs. But not only that. We use also and as customer support platform Freshservice has one core value proposition: to help businesses understand and connect with their clients to build more effective services. Support tickets, feedback forums, knowledge bases and metrics are all features of this tool.

Sign up feature is not working

Aug 14, 2014
2/5
Overall

Comments: I been a customer for a week and the user sign up is very flacky at best. My users can sign up to submit a ticket so it's been pretty much useless at this point. I have mentioned this several times and submitted tickets to the company's helpdesk. They seem to get back but always ends up as they are looking into the issue and they close out the ticket like it's fixed. One week later I still having issues. If problem still occurs I will mostly cancel within the next few days.

Pros: Layout and app feature is nice

Cons: Price per asset is pricey. I bought into because of the layout. The sign up feature doesn't work which is huge. Seems like a small company that needs to still work out issues and add additional features.

Vendor Response

by Freshworks on September 28, 2014

Hi Benjamin, I'm sorry if there was a misunderstanding, but I believe our support was able to solve your issues. We are very happy you decided to go ahead with your subscription. Anything at all, please get in touch with support and we'll get it sorted out as soon as possible. Thanks Narain

This product is very simple to setup and use

Aug 12, 2014
5/5
Overall
5 / 5
Ease of Use
3.5 / 5
Features & Functionality
5 / 5
Customer Support
Likelihood to Recommend: 10.0/10 Not
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Pros: I was able to speak to a live person when I had questions about the product.

Cons: We do not have any negative issues with the program. There are additional features that we have not set up yet.

Recommendations to other buyers: We were looking for something that would be straightforward and easy to use.

Great product easy to use!

Aug 12, 2014
4/5
Overall

Comments: Freshservice has been really simple to setup and is extremely easy to use. We liked the idea of being able to create tickets, by simply sending an email to our helpdesk. We are also planning on implementing the asset management portion of the program shortly. I would defiantly recommend this program. Michael Mejia J.K Residential Service Inc.

Cons: None so far!

Nice, simple ticketing tool

Jul 14, 2014
4/5
Overall
5 / 5
Ease of Use
5 / 5
Customer Support

Comments: We like the simple end-user interface; and custom fields. End-user adoption has been high. Great tool for ticket management. I look forward to exploring the Asset Management features.

It would be nice to have more reporting options.

Freshservice

Jul 11, 2014
2/5
Overall
2 / 5
Ease of Use

Comments: Product is ok but Lansweeper is better - need to do more work unfortunately but it holds promise. The discovery tool did not find 1/3 of devices.

Vendor Response

by Freshworks on July 14, 2014

Hi Paul, Thanks a lot for your feedback. There are indeed some glitches in the discovery tool. We are coming up with an agent model which will solve the issues you are facing. Thanks. Narain. Freshservice.

Brilliant!

Jul 11, 2014
5/5
Overall
5 / 5
Ease of Use
5 / 5
Customer Support

Comments: Working for a small London based Music Therapy Charity - I inherited the existing Spiceworks Helpdesk, which was functional, but fairly useless. We've just switched to FreshService and are currently using the free service which is ideal for us.
Quite frankly, this is one of the best bit's of helpdesk software that I've ever come across, much better than many of the paid services that I have used in all my years in I.T. and support is quick and helpfull.
It's customisable and flexible to an amazing degree and we are only scratching the surface with some of the features and new features seem being added all the time.
Impressed! Try it!

great tool for small and big suppoprt organizations

Jul 04, 2014
5/5
Overall
4 / 5
Ease of Use
5 / 5
Customer Support

Comments: + great tool
+ lots of options
+ fast and easy to use

- licence modell can be optimized

Awesome !!!

Jul 03, 2014
5/5
Overall
5 / 5
Ease of Use
5 / 5
Customer Support

Comments: An excellent SaaS Ticketing Product product that I highly recommend.

The interface and design is excellent, making FreshService a pleasure to use

Jul 03, 2014
5/5
Overall
5 / 5
Ease of Use
5 / 5
Customer Support

Comments: We researched the top players and decided on FreshService. We have been using it for a while now and we love it.

Great Product

Jul 03, 2014
3/5
Overall
5 / 5
Ease of Use
5 / 5
Customer Support

Comments: Because we are a small but rapidly growing IT company the free version was perfect for us. It's given our clients a great way to communicate with us without being over complicated.

Review for Freshservice

Jul 03, 2014
5/5
Overall
5 / 5
Ease of Use
5 / 5
Customer Support

Comments: A great software

Grub Stub

Jul 03, 2014
4/5
Overall
4 / 5
Ease of Use
4 / 5
Customer Support

Comments: A great product, there are a few issues which would make it a lot better, please feel free to expand on these further.

1.) Ability to have internal ticket creation i.e. without informing the customer without closing a ticket.
2.) Better integration with other apps.
3.) Bug reporting integration inbuilt not an additional paid option
4.) Custom Categories on ticket creation and grouping
5.) Ability to run locally on machine as app none reliant of internet connetcivity

Vendor Response

by Freshworks on July 03, 2014

Thank you very much for your review, Darren. We are working on the features you have pointed out, & you'll get a mail soon with individual responses to your queries. Shihab Muhammad Product Manager, Freshservice.

Great program with almost infinite options for customization.

Mar 20, 2014
5/5
Overall

Comments: FreshService is a great program for handling tickets and tasks with amazing and simple customization options that allow us to use it in a unique fashion.

Freshservice is great

Mar 11, 2014
4/5
Overall
5 / 5
Ease of Use
5 / 5
Customer Support

Comments: I have spent the past year looking for a good IT ticketing system and finally came across Freshservice. There are many solutions out there, but FreshService was completely cloud based, easy to use and were rapidly adding features to my liking.

While there are a handful of features I'd like to see moving forward, the dev team has acknowledged all my requests and a few of them have already been added since I started using them.

This software is certainly going places and I recommend anyone to take a look if you need an IT specific support desk.

Aug 03, 2017
4/5
Overall
4 / 5
Ease of Use
4 / 5
Features & Functionality
3 / 5
Customer Support
4 / 5
Value for Money
Likelihood to Recommend: 6.0/10 Not
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Dec 02, 2016
4/5
Overall
5 / 5
Ease of Use
4 / 5
Features & Functionality
4 / 5
Customer Support
4 / 5
Value for Money
Likelihood to Recommend: 7.0/10 Not
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Dec 02, 2016
5/5
Overall

Nov 23, 2016
5/5
Overall
4 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money
Likelihood to Recommend: 10.0/10 Not
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Oct 12, 2016
3/5
Overall
Likelihood to Recommend: 5.0/10 Not
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May 12, 2016
4/5
Overall
2 / 5
Ease of Use
3 / 5
Customer Support
4 / 5
Value for Money

Apr 26, 2016
5/5
Overall
5 / 5
Ease of Use
5 / 5
Customer Support
4 / 5
Value for Money