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Freshservice is an online IT Helpdesk with a fresh twist. 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. Incident, Problem, Change, Release & Knowledge Management are amongst the other features that make Freshservice, a perfect fit for your organization's IT management needs.
Provider
Freshworks
Located In
United States
Foundation
2011
Open API
Yes
Deployment
Cloud, SaaS, Web-Based
Mobile Apps
Android, iOS
Training
Webinars, In Person, Documentation, Live Online, Videos
Support
Knowledge Base, Email/Help Desk, Chat, 24/7 (Live rep), FAQs/Forum, Phone Support
Freshservice's customers include MSP's, financial organizations, educational institutions and several government organizations.
Content Source: Freshservice
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Reviewers find Freshservice beneficial for team management, praising its extensive configuration options and collaboration features that help streamline daily tasks. They note that the platform requires minimal training, making it accessible for both IT managers and regular employees, and it supports small to mid-size businesses effectively. Users also appreciate the ongoing feature development and the ability to organize their teams, ensuring that tickets and projects are managed efficiently without falling through the cracks.
Users have mixed feelings about Freshservice's reporting capabilities, with some appreciating the built-in basic reports and the ability to create custom reports for tracking metrics and improving service. They find the standard reports useful for presenting data at management meetings and gauging customer satisfaction. However, many users feel that the reporting features are too basic, lacking depth and complexity, and they often struggle with generating detailed and comprehensive reports that meet their needs.
Pros
The interface is clean and intuitive, and the documentation is comprehensive. Freshservice has excellent customer support and they respond to issues/queries immediately.
The ticket management, asset management, knowledgebase and workflow automation have bee huge help and really a great solution for the specific needs.
It has solid overall build quality and supports ITIL standards and data capture in many areas. We also have the asset tracking component which has been helpful.
Simple, Value for Money, Great Customer Support, Ease of use, Overall quality is nice and definitely we will recommend this.
Cons
So many of those requests can and have gotten lost in email in the past, but no more.
I feel bad even complaining about it because it's so simple to use but I feel as if the interface could use an update.
All the problems are resolve quickly and worry to follow-up om email.
Missing workflow functionality, some customizing features could be easier to understand, some poor translations into German.
Most Recent Video User Review for Freshservice
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Great Overall SASS for IT
Brad T.
"Freshservice is a top-notch help desk solution"
Overall: I use Freshservice to stay on top of my workload and respond quickly to any incidents that arise, most of which are related to technology at the company where I work.
Pros: The best thing about Freshservice is how simple and straightforward it is to use, both for end users and for the system administrator. Even first-time users will have no trouble grasping and implementing workflows because to the intuitive nature of the UI.
Cons: Since I use Freshservice on a daily basis for both my job and my company, and since it is so intuitive and simple to operate, I really can't think of anything bad to say about it.
"Freshservice - Great ITSM tools and keeps on improving."
Overall: I really like Freshservice and it keeps being improved. They continually innovate and adding AI that can do ticket translations and summaries is really good for us as an international company. Support has been fantastic also.
Pros: The ease of deployment for Freshservice was great. We were quickly up and running and the automation features are really good. They have recently also improved the AI capabilities which is good to see and constantly seem to improve the product.
Cons: Reporting can be complicated. We had issues with line managers trying to create their own reports and then questioning the results as the criteria can be complex to understand. They have inbuild basic reports and these are OK
"Freshservice has made managing IT requests a breeze. Highly recommended!"
Pros: The user-friendly interface and automation features have saved me time and effort.
Cons: I wish the reporting and analytics capabilities were more robust. Some additional customization options would be helpful too.
"Effective and easy to use"
Pros: Effective and easy to work with. Able to easily work on any type of incident throughout departments
Cons: Interface is not the most intuitive to navigate.
"Freshservice can help you work more efficiently."
Overall: If I have to make a new system choice today, I would choose Fresh again.
Pros: In Fresh, the company can achieve a comprehensive ticket management solution. It's enjoyable to work in Fresh. It's educational, visually appealing, and helps us in our operations to deliver to our customers.
Cons: Some of the requests we've made take time to be incorporated into the Fresh roadmap.
