Who Uses This Software?

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


Average Ratings

260 Reviews
  • 4.5 / 5
    Overall
  • 4.5 / 5
    Ease of Use
  • 5 / 5
    Customer Service

Product Details

  • Starting Price
    $19.00/month/user
    See pricing details
  • Free Trial
  • Deployment
    Cloud, SaaS, Web
  • 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

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.


Freshservice Features

  • Alerts / Escalation
  • Automated Routing
  • Community Forums
  • Contract / SLA Management
  • Incident Management
  • Knowledge Base
  • Known Issue Management
  • Live Chat
  • Multiple Brands / Products
  • Self Service Portal
  • Surveys & Feedback
  • Ticket Management

Freshservice Reviews Recently Reviewed!


We have had good success with Freshservice over the last few years

Apr 19, 2018
5/5
Overall
4 / 5
Ease of Use
4 / 5
Features & Functionality
5 / 5
Customer Support
3 / 5
Value for Money
Likelihood to Recommend: 9.0/10 Not
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Pros: It lets us maintain our service record over time and gives us good access. Also, we have been able to leverage the API to make custom integrations of our own and with Zapier to increase functionality.

Cons: I would like to see some better reporting tools and would like to see some better development in the CMDB area of the software which I feel is still rudimentary, but could be very useful.

Overall: This has been great for our IT team to track our support tickets, inventory and service record.

Freshservice provided our support team the platform it needed to change our perceptions internally!

Apr 18, 2018
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money

Pros: The software allows for multiple avenues of customization, allowing it to really feel like its your product.
The SSO integration made internal integration simple.

Cons: I wish there was more transparency when placing a ticket 'on hold', with an immediate ability to set a follow up time, an on hold reason.

Capterra-loader

It is easy to use. It can be in practice with few adjustments

Apr 18, 2018
4/5
Overall
5 / 5
Ease of Use
4 / 5
Features & Functionality
5 / 5
Customer Support
4 / 5
Value for Money

Pros: In the standard configuration many things are given. Use of mobile devices possible. Multilingual. AD Connect.

Cons: At the moment I see no major disadvantages. For the Administrators, the dashboard is confusing in some views.

Easy use and complete Platform

Apr 18, 2018
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money

Pros: This service is very easy to use and I appreciate that it's linkable to other tools and services like Outlook for alert and open ticket notification. I also appreciate the available customization of the portal view, them, logos and landscape.

Cons: At now I did not find anything special I dislike or appreciate less than other items. Maybe you can extend the devices and licenses management by collecting information using a specific agent. It would be also appreciated to collect service and server log (security log, app log and so on )

Freshservice is my key application to manage and track support and projects

Apr 17, 2018
4/5
Overall
4 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
4 / 5
Value for Money
Likelihood to Recommend: 10.0/10 Not
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Pros: I use Freshservice every day and for ticket management and reports for the ICT department. In addition, due to the flexibility the Facility Team is now using Freshservice this has increased moral with the team who know what needs to be done, where and by when.

Cons: Too much to learn and master. In my role I continue to look at using Freshservice functionality from end to end. Currently I am entering ICT assets what a job !

Overall: Productivity, efficiency with real time and up to date reports

Capterra-loader

Freshservice has been a major blessing to our support center

Apr 17, 2018
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
4 / 5
Value for Money

Pros: The fresh intuitive interface is much better than the clunky old software we were using, SLAs have helped improve response times. Requester management and organization is great.. the ability to impersonate a user it invaluable.

Cons: the price is high but worth it, I hate the pricing tiers, and the API needs a lot of work its very confusing and the documentation is lacking

Excelent product

Apr 17, 2018
5/5
Overall
5 / 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: Easy of use.
Full of options even in the Sprout version.
Clean and Elegant.
Lot of options to integrate it with other software via Marketplace (Slack, Skype, Dropbox...).

Cons: There's nothing I like the least. This product offers an excelent experience and it's fully functional even in the "free" version.

Overall: It is very useful in my work to manage service requests. It saves me a lot of time and helps me organize.
In addition, you have a history with all interventions made that is very useful.

Capterra-loader

Organize my workflow

Apr 16, 2018
5/5
Overall
5 / 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: easy to use, inclusive, to achive good pratice on the service reponse tickets, scenerarios, actives, knowledbase, all this resources, isolatade and cobined, contribute with the team and the the cliente, on the transparency of the process.

Cons: Main dashboard for free account, is not properly a useful experience, don't promote a good user experience

Overall: organized worflow process

Excellent ITSM Platform

Apr 16, 2018
5/5
Overall
5 / 5
Ease of Use
4 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money
Likelihood to Recommend: 10.0/10 Not
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Pros: It's powerful and easy to use
It's fast and stable
It works well with all major browsers
It's updated frequently with new functionality
The support is very responsive and effective

Cons: Some of the features and functionality can be a little limited in terms of customization ability.

Used Freshservice at previous job. Implementing at new job. Greatly improves IT-user interactions.

Apr 16, 2018
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money

Pros: Customizable fields
Automation of ticket handling and responses
Integrations with AD and email
The customer portal
The CMDB

Cons: The amount of configuration required (although that's part of what makes Freshservice work so well).
In some cases, the documentation for configuring a certain aspect doesn't go into deep enough detail, so we have to use a little trial and error to get things set right.

Quick response time. Perfect thing to use.

Apr 16, 2018
5/5
Overall
5 / 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: Share of information. It is very easy for a new team member to catch up on a new project. Good overview of all projects.

Cons: There is need to export each client individually. So my suggestion would be to go into that direction.

Capterra-loader

Intuitive and Easy to use

Apr 15, 2018
5/5
Overall
3 / 5
Ease of Use
3 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money
Likelihood to Recommend: 8.0/10 Not
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Pros: View tickets and history easily based on filter. Extracting report on each agent SLA. Viewing performance for each agent.
Ability to edit SLA based on organisation requirement.

Cons: The administrative access to manage the Fresh desk portal feels messy and cluttered.
Will be good if there can be tutorial documents for administrators

Overall: The ability to view what is going on in my daily operation

Very easy to setup and start working.

Apr 13, 2018
5/5
Overall
5 / 5
Ease of Use
4 / 5
Features & Functionality
5 / 5
Customer Support
3 / 5
Value for Money

Pros: Easy to setup, easy to use, pretty configurable. The users submitting support requests really like the system, it's feedback etc...

Cons: In addition to tracking support time against a department we were looking to use it as a current/future task/project tracking system, but it didn't have enough configuration/flexibility to do what we needed. We were hoping we could stretch it's functionality, but we couldn't get what we needed.

Excellent, easy to use.

Apr 13, 2018
5/5
Overall
5 / 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: The free package is Awesome. And all the mechanics are very easy to use and administrate. I really like the "Free-Thinking" the give to us to configure.

Cons: The some High Values. And the thing, on the free package we can only make 3 Analists accounts. By the way, everything beside this are excellent.

Overall: A organization and documentation of the incidents on a more easy way. A easy to use plataform for the users.

Capterra-loader

Freshservice has been nothing but wonderful for my company. It has made giving IT support easier!!!!

Apr 12, 2018
5/5
Overall
5 / 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: It's tough to pick a starting point. I really like how 'fluid' and simple, yet powerful, Freshservice is. Everything just works.

Cons: Quite honestly, there is nothing about Freshservice I do not like. Everything is finely crafted with the customer in mind, as you can tell.

We use Freshservice as our Tech Help Desk solution in our school district and it's working out great

Apr 12, 2018
5/5
Overall
5 / 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: We chose Freshworks for its ease of use and ability to re-route tickets to the proper party/channel.

Cons: I haven't found anything that I don't like! So far the experience with Freshservice has been a positive one.

Adding value after one afternoon.

Apr 11, 2018
4/5
Overall
5 / 5
Ease of Use
4 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money

Pros: The ease of setup was great. In less than four hours we had the front end customized and auto response emails set up. We use the system to process returns of medical devices and our customers love getting near instant responses with return instructions.

Cons: It is difficult to get the information out of the database and into Excel for trending. Many customer have emails from fresh-service blocked by spam filters or firewalls which make getting them set up a little harder.

Transitioning from FootPrints to FreshShervice now

Apr 11, 2018
5/5
Overall
4 / 5
Ease of Use
4 / 5
Features & Functionality
5 / 5
Customer Support
4 / 5
Value for Money

Pros: Mobile App, speed of the service. It is much, much better than the version of FootPrints we were using. Trying to get it to work around us, is harder than us working around it. The ability to create saved filters on the fly is great.

Cons: Some things technicians can't change. Fields seen in list view and ability to sort by. At times it would be nice to sort tickets by last communication.

The user interface is easy to work with.

Apr 11, 2018
5/5
Overall
5 / 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: Navigation is easy and I can find what I need without digging in too much. The layout is not convoluted.

Cons: I really have nothing negative to say. The software and it's user interface are pretty solid and easy to use.

Overall: It helps to streamline the type of work I have to do on a daily basis, and makes it easy to collaborate with my fellow teammates across the globe.

Capterra-loader

Great tool for tracking issues, managing assets, staying compliant

Apr 11, 2018
5/5
Overall
5 / 5
Ease of Use
4 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money
Likelihood to Recommend: 10.0/10 Not
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Pros: FreshService is a simple to use system that has allowed us to manage IT issues, assets, and changes within a quickly growing company. Prior to the implementation of FreshService we were unable to appropriately identify our staffing needs or areas of concern due to the lack of ability to track issues across the entire organization. With FreshService implemented we're now able to put metrics to the volume of support our team provides to the company. We're tracking assets across multiple states. And we're tracking changes within our environment for SOC II compliance.

Cons: I wish there were some built-in features which made viewing issues by Location easier. Currently, it appears that Locations can be linked to Requesters which implies issues by Location. However, it would be ideal to be able to quickly see and change the Location the issue is occurring. This would lead to reporting mechanisms that would allow us to see which Locations have the highest number of issues.

Overall: It allowed us to determine the number of IT staff needed to support a growing company. It also allowed us to track changes for SOC II compliance.

Freshservice has been great, as it has simplified our IT Service.

Apr 11, 2018
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
4 / 5
Customer Support
5 / 5
Value for Money

Pros: Simplicity and collection of key IT Functions into one solution. This includes incident management, asset management, release management and service catalog.

Cons: Network Probe may sometimes not identify the device, but list as an IP addresses. This requires some cleaning up of the data.

Overall I am very pleased with Freshservice. The automations available are the key feature!

Apr 11, 2018
4/5
Overall
5 / 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: Ticket automation.
Site functionality aimed to save techs time is fantastic.
Service Request portal for end users offer a great experience.

Cons: Integrations in Freshservice are still not up to speed with that of it's big brother, Freshdesk by Freshworks.

Overall: Enables a team of 8 to keep up to the demands of 14,000 end users easily and effectively.

Capterra-loader

Easy and quick way to service

Apr 10, 2018
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
4 / 5
Customer Support
5 / 5
Value for Money
Likelihood to Recommend: 10.0/10 Not
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Pros: Nice mobile app, great User Interface ,Its intuitive and easy to use, better than others , i like the way of recieving this service

Cons: Lacks social media integration, Would like to see some added features like the ability to add an event, Some "upgrades" make a mess in features we were happy with.

Overall: Efficient helpdesk ticket management. Clean design with big functionality

Excellent interface with ease of use for IT professionals and end-users

Apr 10, 2018
5/5
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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Pros: the simplicity of the ticketing system, and how you are able to work through the whole workflow that you design.

Cons: Removes the autofill changes when changing fields which can be frustrating. Creating forms has been.

Overall: Workflow experience between the IT department and its end users. This really simplifies the way we work .

Very easy to use for all users, have been able to customized as needed, great support

Apr 10, 2018
5/5
Overall
5 / 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: General ease of use, Google integration for SSO, for what we need to do with the software it works great, easy to create tickets

Cons: Unfortunately for what we are using the software for at the school district there are no cons that I can think of

Can't run the help desk without it

Apr 09, 2018
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money

Pros: FreshService is a must when you're running any size business with a help desk. The setup is straight forward, the interface is easy to use. It is easy to customize the software to suit your business needs. Perhaps my favorite part about being a FreshService customer is that they are continually adding features to the product. Every month it becomes more valuable for the same price. I would recommend this product highly.

Cons: It's a little frustrating that you can't undo a ticket merge. I've also noticed that correspondence and notes in merged tickets are a little hard to read. It can be confusing, so we don't use this feature even though we'd like to.

Capterra-loader

More than we expected

Apr 09, 2018
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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Pros: Their dev team is very open to feature requests
Great mobile app
Works with ADFS
Top notch support
Great flow

Cons: Can't approve changes from the mobile app (yet)
There is still some double entry between a ticket and change request

Overall: Get ITIL based change control

Great tool for improve your business with IT Management

Apr 08, 2018
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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Comments: 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.

Freshservice is a very simple web based portal with a great deal of functionality.

Apr 06, 2018
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: Freshservice follows the ITIL process which means it is easier to structure in a way which works for our business. Tickets can be raised by internal users or customers outside of the business allowing for greatly improved communication. Tickets are easy to manage in terms of responses and audit trails. The service catalogue is a great feature, this allows us to capture all the necessary information first time every time. Outside of tickets and communication there are a vast amount of admin features, one we commonly use is dispatcher. This allows our business to create rules for tickets/service requests that hit the helpdesk. This in turn saves time and further increases productivity. The ability to create reports is a great way to identify where we can improve and provide a much improved service to our users.

Cons: While the admin features are vast, on occasions it can be difficult to locate what you need unless you know your way around. However, it's not impossible and with time does become easier.

Overall: Freshservice is an easy way to manage and resolve issues by following the ITIL proces

Capterra-loader

Simple and ready to go

Apr 06, 2018
4/5
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: Very simple to setup&start
Nice User Interface
Updates comes frequently
Good value for money
Scalable

Overall: I 've used this product in two companies for both trouble ticketing and help desk support, with few agents (3), I have non-cons.

Great product, free option is highly serviceable

Apr 06, 2018
5/5
Overall
5 / 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: Ease of use, no tech experience required to setup. Great look and feel. Easy for users to navigate. Automatic email alerts and redirect from email.

Cons: Formatting in free text field is limited, copying and pasting with bullets doesn't work properly. Have to import images rather than just copy and paste.

Overall: Easy management of IT issues

Since we went live last year, we fell in love with this software mainly with its ease to use.

Apr 06, 2018
4/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
4 / 5
Value for Money
Likelihood to Recommend: 9.0/10 Not
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Pros: Its intuitive interface.
Fast performace in workstations and mobile devices.
Easy to customize alerts to agents and action messages.

Cons: We are using the software only over a year. So we haven't hit the case of something that cannot be done with the software.

Overall: Tracking all the service requests from customers, easy of operation and reporting.

FreshService is the best Helpdesk software I've ever used.

Apr 05, 2018
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money
Likelihood to Recommend: 8.0/10 Not
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Pros: It makes it easy to track, prioritise and manage all service requests and incidents. There is a dashboard which gives great visibility over current activities.

Cons: It would be good to be able to easily run reports to gather information on tickets with specific keywords/tags rather than just using the search function.

Very happy overall, easy to use but feature rich.

Apr 05, 2018
5/5
Overall
5 / 5
Ease of Use
4 / 5
Features & Functionality
5 / 5
Customer Support
4 / 5
Value for Money
Likelihood to Recommend: 10.0/10 Not
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Pros: tickets, assets and solutions work well together. interfgace is very well designed and easy to use. most featuers are well thought out.

Cons: Automation rule are restricted in what they can use (eg you can't use tags on any rules). Project management has clearly been dropped, which is disapointing.

Overall: unified service desk solution which is easy to use

Good product with useful features like scenario automation, asset management and app integration

Apr 05, 2018
5/5
Overall
5 / 5
Ease of Use
4 / 5
Features & Functionality
4 / 5
Customer Support
5 / 5
Value for Money
Likelihood to Recommend: 9.0/10 Not
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Pros: Easy to set up and customize
easy to use and user friendly
clear and simple interface for non-techie users

Cons: Nothing so far as the free version currently been used. Can't complain really!

Easy and quick to customize

Apr 05, 2018
5/5
Overall
5 / 5
Ease of Use
4 / 5
Features & Functionality
4 / 5
Customer Support
5 / 5
Value for Money
Likelihood to Recommend: 9.0/10 Not
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Pros: Really like and start use after just 4 hours configurating. The free tier is great and step by step you can structure our departament and add more feature over the priced tier.

Cons: No email confirmation and some notifications.
Some integrations with slack will be great.
A App is missed.

Freshservice is very good

Apr 05, 2018
5/5
Overall
5 / 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: You think of Freshservice as the enterprise-oriented sibling to the small business-oriented Freshdesk. Easy to navigate and use. ITIL change management support. Gamification features. Many integration options.

Cons: Lacks social media integration. Geared toward internal users only. There is no integration between Freshworks products.

Quick respons time

Apr 05, 2018
4/5
Overall
3 / 5
Ease of Use
4 / 5
Features & Functionality
5 / 5
Customer Support
4 / 5
Value for Money
Likelihood to Recommend: 8.0/10 Not
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Pros: There are many nice features and a great customer support, with a very short respons time every time we have a problem.

Cons: One time we had a bad experiance that not all ITIL processes was followed, and the answer we got the first time was not correct. But only this one time...

Capterra-loader

Really complete solution for helpdesk

Apr 04, 2018
4/5
Overall
5 / 5
Ease of Use
4 / 5
Features & Functionality
4 / 5
Customer Support
5 / 5
Value for Money
Likelihood to Recommend: 8.0/10 Not
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Pros: Very easy to setup and comes with pre-configured setups you can use out of the box. The API is really easy to use and accessible if you need to do an integration of some sort. The documentation is well covered.

Cons: Due to the volume of requests, most of the time Freshworks support might not give much thought to your issue and drop you a canned response. It's when you are explicit that you already tried their solutions at canned responses (even before they send those), when they pay actually pay attention.

Overall: Easy deployment in the organization, since it comes out of the box with useful settings set already.

Easy to setup and begin using.

Apr 04, 2018
5/5
Overall
5 / 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: User friendly, ability to setup and customize Freshservice without training, and support is outstanding.

Cons: Would like to see some added features like the ability to add an event (not just a task or change) to the calendar.

Overall: The ability to maintain and manage tickets in-house.

user friendly for everyone (admin, support agents, requesters)

Apr 04, 2018
4/5
Overall
5 / 5
Ease of Use
3 / 5
Features & Functionality
2 / 5
Customer Support
4 / 5
Value for Money
Likelihood to Recommend: 6.0/10 Not
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Pros: Quick and easy.
Easy to set up and to maintain, adaptable.
Pages load immediately.
Over a year, the portal was out of service only twice and for less than 5 minutes.

Cons: Don't ask too much. There are many improvements to do and I don't feel that feature requests are really taken into account.
The customer support takes months to solve some issues.
Some "upgrades" make a mess in features we were happy with.

Overall: The software we used before was dated, complicated, slow, and we couldn't customize it ourselves. We improved our user experience, service catalog, employee on-boarding process, the daily admin tasks...

Generally easy to configure, but there is always a learning curve. We were up and running quickly.

Apr 03, 2018
5/5
Overall
5 / 5
Ease of Use
4 / 5
Features & Functionality
4 / 5
Customer Support
5 / 5
Value for Money
Likelihood to Recommend: 8.0/10 Not
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Pros: Easy to brand for your company. Fairly logical setup and easy to use. Good configuration options and customisation for your needs. Easy to integrate with other applications (through Zapier for example). Has a well defined grow path i.e. when your business needs increase.

Cons: We are using the free version, so can't really complain. However, the available reports becomes a bit sparse after the trial period. Wish it was better defined what upgrade options and costs are available in respect to just adding certain features from a higher tier package. I would like the application integration side to be a bit more expansive.

Great, easy-to-use and complete IT service desk solution

Apr 03, 2018
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money

Pros: Freshservice is very easy to set up and get started. It has a smart and modern user interface that really makes it fun to use. You can start small and only use parts of it and extend the usage to other features as your requirements grow. You get great value for your money.

Cons: The project management part in Freshservice is okay for small companies, but lacks a few features you need when managing bigger projects.

Very easy to use, feature rich, and just works.

Apr 03, 2018
5/5
Overall
5 / 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: I like the fact that having it cloud hosted means that it's one less system I need to personally worry about. I also like the fact that new features seem to be added regularly and that the system undergoes constant improvement.

Cons: There is very little about this product that I don't like. It does everything I need it to and much more.

Overall: I like that it's cloud hosted so that it's one less system that I need to worry about.

Capterra-loader

Nothing but positive things to say

Apr 03, 2018
5/5
Overall
5 / 5
Ease of Use
4 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money
Likelihood to Recommend: 10.0/10 Not
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Pros: It's easy to use, and works as it is supposed to. Helps keep helpdesk issues organized and holds the agents accountable.

Cons: I wish there were a few more features such as a few more alerts, but overall nothing that would stop me from purchasing again.

Overall: Organization

We implemented Freshservice approximately 10 months ago and the transition was remarkably easy.

Apr 03, 2018
5/5
Overall
5 / 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: The ability to attach supporting documentation and maintain a workflow of accountability as well as the maintenance and support is excellent.

Cons: So far haven't really discovered any downsides. However screen formatting is sometimes irregular but usually corrected fast.

Overall: Consolidating many segmented helpdesk into a single unit.

Great product, some minor limitations

Apr 03, 2018
4/5
Overall
4 / 5
Ease of Use
4 / 5
Features & Functionality
5 / 5
Customer Support
4 / 5
Value for Money
Likelihood to Recommend: 9.0/10 Not
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Pros: Easy to use interface, intuitive and responsive.
Supports the majority of our daily ITIL based needs.
Good workflow solution and email integration.

Cons: Being Web based, we lose access during outages or network slow downs.
No local CMDB
Whenever making a change to an incident, change etc, the confirmation banner covers the top of the screen where the back button is (Minor niggle with the new interface)

Overall: Fantastic incident management, Change and problem management plus all essential reporting

Easy to use and very much organized in all sections

Apr 03, 2018
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: Its flexibility and customization. Freshservice has helped to track and record our Customer queries and incidents. We are able to filter and generate reports in a customized manner,

Cons: Need to introduce live chat support like how Zendesk does. This will help customers solve their problems instantly.

Simple and easy to use.

Apr 03, 2018
5/5
Overall
4 / 5
Ease of Use
4 / 5
Features & Functionality
5 / 5
Customer Support
4 / 5
Value for Money
Likelihood to Recommend: 10.0/10 Not
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Pros: The interface is very intuitive and it is quick to perform common tasks. Out of the bx reporting is very good.

Cons: Custom reporting can be a bit fiddly at times. When a call is updated, the confirmation box covers the links I most commonly use, but that is a minor annoyance

Great system that helps to organize and handle the daily incidents and tasks in our organization.

Apr 03, 2018
4/5
Overall
4 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money
Likelihood to Recommend: 8.0/10 Not
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Pros: Customer friendly and easy to set up and use and it as a lot of functionality to streamline incident management.

Cons: The possibility to manually add Requesters to Requesters Group is missing. Should be more Conditions to select from when building Requester Groups.

Overall: Easier everyday work. :-)

Awesome replacement to old Helpdesk software.

Apr 03, 2018
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
3 / 5
Value for Money
Likelihood to Recommend: 9.0/10 Not
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Pros: Clean and modern design, customizable functionality. Offers great notification system that results in fast ticket response and resolving.

Cons: Doesn't offer many agents spots (have to purchase more to resolve this). Still trying to learn how to use the whole system well (which joins with the other issue people are getting with the software involving a steep learning curve).

Overall: Efficient helpdesk ticket management. Clean design with big functionality.

Even better than Freshdesk, love the extra features!

Apr 02, 2018
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
4 / 5
Value for Money
Likelihood to Recommend: 10.0/10 Not
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Pros: Been a Freshdesk for a while, Freshservice is way better, don't get me wrong I was a happy Freshdesk customer but I love the extra features

Cons: None so far, it's been a great experience so far, the extra features are great, saves me a lot of time and I don't have to use other products

Overall: Better that the similar options on the market

Overall, it is pretty good but missing some integration that we are looking for.

Apr 02, 2018
2/5
Overall
3 / 5
Ease of Use
2 / 5
Features & Functionality
4 / 5
Customer Support
3 / 5
Value for Money
Likelihood to Recommend: 8.0/10 Not
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Pros: UI is easy to use. I can see the computers in the network with the discovery agent and keep track of the HW and SW.

Cons: Missing chat option, hard to integrate to other software like Jira and Livechat since the native chat integration is with FreshDesk, we are being forced to purchase it to get chat. It also sometimes hangs after linking a Jira ticket and we are also unable to create a Jira ticket from inside FreshService which was supposed to work after integration.

Overall: Organization and tracking

Freshservice is a robust, yet easy to use Service Desk tool

Apr 02, 2018
4/5
Overall
5 / 5
Ease of Use
4 / 5
Features & Functionality
4 / 5
Customer Support
4 / 5
Value for Money
Likelihood to Recommend: 9.0/10 Not
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Pros: - ITIL Focus
- UI is clean and appealing
- Numerous features including Asset Management, Change Management, Contract Management, and the recently introduced Project Management

Cons: Certain small features or UI changes need to expedited, such column view of tickets in 'queue view' and scheduling for all reports, not just assets

Overall: Ease of use and intuitive UI

The experience with this tool has been very good, since it has helped us to organize ourselves better

Apr 02, 2018
5/5
Overall
5 / 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: the facility to receive the needs of users as well as respond with the same ease. the ability to place solutions online to help improve processes and be efficient in meeting the needs of customers.

Cons: Not everything can be so perfect, every time we respond to an email we get the answers several times to our mail, and another thing is that there should be a final closure, as each respondent reopens the ticket even if it is already attended and we are saying thank you

Overall: Improvement in the time of attention and greater organization in the solutions.

Improving our ability to provide great customer service

Apr 02, 2018
4/5
Overall
5 / 5
Ease of Use
4 / 5
Features & Functionality
5 / 5
Customer Support
4 / 5
Value for Money

Pros: The system is flexible and easy to use. We have found that both our technical staff and end users have had a quick learning curve to this system. That has enabled a quicker adoption of the software than previous systems. We also have been pleased with the interactions we have with other tools.

Cons: While simple to deploy, sometimes it's too simple for developing more complex workflows. Sometimes any systems changes also send out more notifications to agents that we would prefer.

Nice Product, Excelent support service.

Apr 02, 2018
4/5
Overall
3 / 5
Ease of Use
4 / 5
Features & Functionality
5 / 5
Customer Support
4 / 5
Value for Money
Likelihood to Recommend: 9.0/10 Not
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Pros: I love that we can centralize all the transactions and information in one software, not only OI Information.

Cons: Sometimes, when we have a new user, the user have problem learnnig to use it, we have to invest time in training new people.

Overall: We have: Centralized Information, engached people, metrics at a hand, reports in real time, excelent support service.

An amazing product that has helped our department be more efficient.

Apr 02, 2018
5/5
Overall
5 / 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: The software / website is extremely easy to use and user friendly. Settings are in places you would automatically think they should be and everything is designed nice within the UI.

Cons: There really isn't anything bad for me to say about this product. Everything has worked consistently and reliably.

Overall: Productivity and organization.

One and a half year using it daily, 0 problems. Great Work.

Apr 02, 2018
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money

Pros: Ease of use and integration capabilities are the two main advantages for us. The last user interface redesign has been a nice work, also the mobile apps help us to track issues out of the office.

Cons: Web mobile version, we think it is not at the same tool level, and it force us to use the desktop version on small devices. Anyway the mobile apps cover this functionality and they are enough on the most cases.

Excellent tool

Apr 01, 2018
5/5
Overall
5 / 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: It is easy to use and a useful tool/software for us as an IT personnel and also for every individual user

Cons: For me none as of now. This software works perfectly for us now. This tool does all the jobs we need in our daily activity

Overall: Advanced Reports And Dashboards

nice

Mar 31, 2018
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: free till 3 users I can handle almost all needs you can think of, is always online , never had a offline situation, support is good, friendly and helpfully

Cons: when wanting a 4th user you need to pay for 4 users not one extra , thats the reason we just use three users because we do not have the budget for monthly fee 4 users

Easy to Configure, Deploy, and Use.

Mar 30, 2018
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money

Pros: Multi-purpose. Not only is this the best ticking software I have used in the last 10 years. It works great as an asset management and tracking tool.

Cons: No ticketing system is perfect, but comparing this one to others I have used in the past.. There are no cons..

I really like FS of it ease of use

Mar 30, 2018
4/5
Overall
5 / 5
Ease of Use
4 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money

Pros: I like its easy of use, its desig that is "clean" sort of say. I like the dashoboard. I love the assetpart and freshservice agent. That is really good in my day of work.

Cons: I dont like the search engine, i think it could improve a lot. And then its BI.reporting tool that it dont have but hopefully it will come now.
Also a improvment is to be able to filter wit assigned, not assigned assets.

Good - but lacks number of features for sofware development cycle

Mar 30, 2018
4/5
Overall
3 / 5
Ease of Use
3 / 5
Features & Functionality
4 / 5
Customer Support
3 / 5
Value for Money
Likelihood to Recommend: 8.0/10 Not
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Pros: Ease of use and email integration
Reports and Workflow
User Creation
Rule engine is good, some more customisation would be good to have

Cons: Too Costly
To many plans
creates duplicate tickets at times
search is not consistent
Custom Status Control are limited - like does not have a CANCELLED Status - neither u can create the same

Overall: Nice to manage your tickets without much hassle

Capterra-loader

Very simple and beautiful UI

Mar 29, 2018
5/5
Overall
5 / 5
Ease of Use
4 / 5
Features & Functionality
4 / 5
Customer Support
3 / 5
Value for Money
Likelihood to Recommend: 10.0/10 Not
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Pros: Its simplicity and beautyness, as well of all modules included for IT processes, and others from functional area or departments.

Cons: It's not that cusotmizable inside the black box. Should offers more tools to improve the experiencia, through customizations for the end users.

Overall: Documenting processes, keep track of customer service, tasks, inquiries. Retrieve complete and accurate metrics of performance.

An ever evolving Service Desk environment with plenty of ways to interface with it

Mar 29, 2018
5/5
Overall
5 / 5
Ease of Use
4 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money
Likelihood to Recommend: 10.0/10 Not
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Pros: I appreciate that they are constantly improving and extending the functionality of the software. They release new features and fixes very regularly so it never feels that it's gone stale. The API and plug-ins are very useful. You can also write your own plug-ins that run within Fresh which is great. The API documentation is decent.

Cons: As with any "off the shelf" product, not everything works exactly the way you want but considering the cost and how flexible it is you can work around it. Much more cost effective than a custom solution

Great product to get up and running fast for a small team

Mar 29, 2018
5/5
Overall
5 / 5
Ease of Use
4 / 5
Features & Functionality
4 / 5
Customer Support
5 / 5
Value for Money
Likelihood to Recommend: 9.0/10 Not
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Pros: Ease of setup and use for IT dept. Mobile App is really nice, functional, and easy to use when on the go.

Cons: Not HIPAA compliant. Don't like the per agent licensing. We will eventually have to move to a different ticketing system for these two reasons.

PreK - 12 school. We use this product for our Tech and Maintenance helpdesk requests.

Mar 29, 2018
4/5
Overall
4 / 5
Ease of Use
4 / 5
Features & Functionality
4 / 5
Customer Support
4 / 5
Value for Money

Pros: Can be split to work with our two internal needs for helpdesk request. End users find it easy to use.

Cons: We haven't received training on the software so I'm not sure if we are using the product to its fullest.

great IT helpdesk solution, perfect for small companies

Mar 29, 2018
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money

Pros: easy management of tickets
scenarios for solving tickets
great collaboration
good price
good interface for ticket requesters

Cons: User interface could be a bit more modern
the Freshservice agent requires too many resources on the installed machines

Flexible, always improving and amazing value.

Mar 29, 2018
5/5
Overall
5 / 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: We looked high and low for a great SaaS help desk solution and most products were old on-premises solutions that had just been refit into a web browser. It won't take long for you to appreciate that Freshservice was born in the cloud and the steady stream of updates and improvements will satisfy needs before you knew you had them.

Cons: Honestly, I have no complaints, I have put in several feature suggestions and they ended up in the software in pretty short order.

Overall: Modern help desk software with direct links to inventory, knowledge base and task management. Great integration with G Suite, Slack and other services.

Awesome! The Freshservice software and team have been great!

Mar 29, 2018
5/5
Overall
5 / 5
Ease of Use
4 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money

Pros: The customer support is fantastic, thank you, Akshay & team! Also, Freshservice is easy to use on both ends of the recruiting process, I've heard great feedback from clients & RCs.

Cons: Overall, the Freshservice software is amazing! I find any issues we run in to the Freshservice team is quick to resolve or find a solution.

Easy to handle

Mar 29, 2018
5/5
Overall
5 / 5
Ease of Use
4 / 5
Features & Functionality
4 / 5
Customer Support
4 / 5
Value for Money
Likelihood to Recommend: 9.0/10 Not
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Pros: It notifies with sounds when a new ticket has been submitted. It helps to review the ticket without fail in time. Also it supports different mediums to submit or reply to the tickets like portal/email/chat also slack.
I also like its Android App, which is very helpful many times especially I'm not able to use my system

Cons: The priority timing makes me confused with over due time.
Also they implemented a new feature Urgency and Impact. Most of the clients unable to understand its use while submitting tickets.

Overall: This ticketing system ease us to manage services by helping the clients as well as sales team to request services also reporting incidence.

Product is great and service from team has been exceptional

Mar 29, 2018
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money

Pros: Applicaiton is easy to configure and easy to use from both the Agents perspective, as well as end user. Feature rich solution

Cons: Difficult to note any dislikes on the application. Any issues we have are being considered for future upgrades.

It pretty much help us keep track with the task at hand as well as what being done by our colleague

Mar 29, 2018
4/5
Overall
4 / 5
Ease of Use
4 / 5
Features & Functionality
4 / 5
Customer Support
3 / 5
Value for Money
Likelihood to Recommend: 7.0/10 Not
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Pros: Easy to be use and navigate
Ticket being stacked nicely and can be merge unlike some other ticketing services

Cons: Lack of remote service integration unlike Freshdesk
Lack of customization for Canned Response placeholder
Lack of customization for Service Catalog items

Freshservice covers all our requirements for ITSM

Mar 29, 2018
5/5
Overall
5 / 5
Ease of Use
4 / 5
Features & Functionality
4 / 5
Customer Support
5 / 5
Value for Money
Likelihood to Recommend: 9.0/10 Not
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Pros: At first, we like the modern and intuitive User Interface. Then, all our requirements about an ITSM solution are fulfilled (processes, reporting, solutions db, assets, contracts and so on). Freshservice support our administrators in the daily business. The productivity tools like the Dispatch'r or Oberserver are awesome. The daily passes are cost effective for our consultants, who do not work with Fresh every day. In short: A modern and fresh ITSM tool with a lot of really nice feature, but not too complicated and "overloaded".

Cons: Our own fields (assets etc.) can not be selected for reporting. Overall, the reporting is too inflexible. It's possible to enhance ticket and other forms with own fields. Unfortunately with no relation to the standard fields or re-use. The support is sometimes really slow and you will wait for an answer.

Overall: A better, more efficient support for our customers with an 360° view over all assets, contracts and sla's.

We have developed a IT helpdesk scenario using freshservice and it is comfortably working for us

Mar 29, 2018
5/5
Overall
4 / 5
Ease of Use
4 / 5
Features & Functionality
5 / 5
Customer Support
4 / 5
Value for Money
Likelihood to Recommend: 9.0/10 Not
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Pros: online and highy availability - well defined working structure - clear and crisp messages and seamless integration with our Email system.

Cons: more improvements are possible if they take input of our customers in terms of feedback on new functionality. Currently feedback is limited to current service quality.

Overall: better manage our users issues and change requests.
a high level of communication to give our users a satisfaction during the course from when they initiate a request, its progress and its ultimate completion.
We also use this tool Lesson learned and utilize the historical tickets and its resolution when we have similar issues.
We use Solutions function and most of the issue resolutions and methods are defined over there for smooth execution.
We use this tool to provide our management the performance appraisal for IT Department

Pretty great

Mar 28, 2018
4/5
Overall
4 / 5
Ease of Use
4 / 5
Features & Functionality
5 / 5
Customer Support
4 / 5
Value for Money
Likelihood to Recommend: 10.0/10 Not
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Pros: easy to use, and quite fast. Being web based makes it very easy to use from anywhere, without needing VPNs, etc.

Cons: inflexible around custom fields -- Often they can't be used on filters in all locations, and the analytics feature (admittedly in beta) is very buggy.

One of the better Service Desk software I have used

Mar 28, 2018
4/5
Overall
5 / 5
Ease of Use
3 / 5
Features & Functionality
4 / 5
Customer Support
4 / 5
Value for Money

Pros: Ease of use. Compared to other systems that were unnecessarily complex. This one is simple and intuitive and is ITIL aligned even.

Cons: Customisation not as extensive as I would like. I would like to be able to have reports containing both the requester database and ticket information but this is not possible at this moment.

This product is the heart of our service delivery system

Mar 28, 2018
4/5
Overall
3 / 5
Ease of Use
4 / 5
Features & Functionality
5 / 5
Customer Support
3 / 5
Value for Money
Likelihood to Recommend: 6.0/10 Not
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Pros: once setup it is easy to use - the mobile app is a real advantage and work well - it is a very good package for tracking service work - the process of moving from current to resolved to closed works well. The ability to track time by service delivery person is great along with the option to add a short note.

Cons: the company information fields are very limited and there is not enough fields - it is difficult search in the company admin screen. it would be an advantage to be able to setup the first user with company info - also the telephone format needs the country code and no spaces in the phone records otherwise it will not dial off the app - there are some other problems as well but they are minor tweaks

Overall: ability to capture all service work and track to a billing stage

Very simple easy to use for both an Admin user and for Requesters.

Mar 28, 2018
5/5
Overall
5 / 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: Unlike other service desk software, users are not required to have an account to put in tickets, they only need to put in their email address and will receive updates on the ticket as you make notes.

Cons: What I don't know like is if you have a guest admin replacing one of your regular admins you need to keep purchasing guest passes.

Overall: We always struggled getting teachers to log jobs with our old ticketing system, they always forgot their account details to log in. With Freshservice you are not required to create an account to put in a request, as long as the requester enters a valid email address they will receive emails with updates of the status of the ticket when ever you add notes or close the job.

It was very easy to setup as well. We were able to modify the form for staff to fill out with their request and customise the portal with our school logo. You can also add your own FAQ and solutions page.

Would definitely recommend for your organisation!

Makes providing service easier to manage

Mar 28, 2018
5/5
Overall
5 / 5
Ease of Use
4 / 5
Features & Functionality
5 / 5
Customer Support
4 / 5
Value for Money
Likelihood to Recommend: 9.0/10 Not
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Pros: Visibility of work loads, collaboration with our team who work in different states, flow of communication relating to the one issue.

Cons: Currently, we have had very few issues with the product. Occasionally runs a little slow when handling bulk documents.

Overall: Visibility of workloads, Team collaboration on certain issues when required, flow of information relating to certain matters that are raised via tickets. Much easier that e-mail communicaton.

Haven't used it much yet

Mar 28, 2018
4/5
Overall
4 / 5
Ease of Use
5 / 5
Features & Functionality
4 / 5
Customer Support
5 / 5
Value for Money

Pros: Easy to manage ticket, hardwate, software and changes we so. Everything is at one place. Don't have to go to different sites .

Cons: The user interface could have been better. Still a lot of issues with integrations which I believe will be fixed soon

Easy end user interface

Mar 28, 2018
4/5
Overall
5 / 5
Ease of Use
4 / 5
Features & Functionality
3 / 5
Customer Support
5 / 5
Value for Money

Pros: Ease of Agent use
Ease of User use
Ease of configuration for auto-assign
Free options for basic corporation setups

Cons: None, so far. (We are using the "Free" version due to not needing any additional agents or functionality.)

I use FreshService for Facilities Management. It was very easy to set up for use this way.

Mar 28, 2018
5/5
Overall
5 / 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: Easy to set up and deploy as a facilities management helpdesk. There was almost no training for my customers.

Cons: Reports are sometimes hard to figure out requiring a call to support for design issues. Sometimes confusing.

Easy and straightforward

Mar 28, 2018
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money

Pros: What I like the most, is the way you can keep track of your inventory. Which can be used along with SCCM to take it to the next level. Freshservice will update with each computer's specs and current software installed.

Cons: The one thing that does bother me in Freshservice would be the Dashboard. The lack of custom ability would be my only complaint. Which is not a deal breaker at all.

Capterra-loader

Very fast and low-cost on-boarding process compared to other market leaders.

Mar 28, 2018
5/5
Overall
5 / 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: Fast adoption rate by user community, with good tools to encourage engagement (we used a service request as a lottery entry for gift cards); very low-cost implementation and on-boarding.

Cons: Would prefer modern authentication support for Microsoft instead of SAML authentication. This is probably forthcoming given MS investment in the product.

Overall: We transitioned from a simple ticket entry system to full ITIL capabilities in a matter of a few weeks with very high user engagement. Giving users the capability to generate incidents via email has dramatically increased uptake. The CMDB continues to evolve and provides us with better views for application dependencies. The reports dashboard provide a useful tool to present metrics at management meetings.

Capterra-loader

We really like what you can do with Freshservice

Mar 28, 2018
5/5
Overall
4 / 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: There are a lot of Pros. The first is the fast response of their help team. They will get things done quickly and explain what was fixed or what they changed for you. The Solutions or Knowledge Base is well laid out and thought through. The customization is great. This is a very solid product.

Cons: The thing I dislike least is, setting up the categories for use with the tickets. I wish this were different, although it does work I would like to see a different setup.

Overall: A very robust way of tracking issues in our ILS and saving fixes to a Knowledge Base.

Simple to use. Great alternative to Salesforce.

Mar 28, 2018
5/5
Overall
5 / 5
Ease of Use
4 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money

Pros: Very simple and intuitive interface. Also simple to configure. I don't feel overwhelmed like I do when looking at Salesforce.

Cons: It seems like they could use some more URL query-string functionality like searching by query string for easier integration to our other systems.

Simple online based ticketing solution

Mar 28, 2018
4/5
Overall
4 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money
Likelihood to Recommend: 8.0/10 Not
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Pros: Everything is hosted online and easily accessible via web browser or mobile app. FreshService provides a section for creating instruction guides and asset management. The platform is fairly easy to setup with our Microsoft Azure SSO environment. The support team is quick to respond and helpful.

Cons: There are only some minor interface annoyances. When initially loading tickets and attempting to scroll down, the screen keeps rolling back to the top. This keeps happening until the page fully loads and can take an extended period of time for lengthy tickets. Service Request items cannot be alphabetized (not sure why this is "by design"). The solutions guides have limited formatting so it takes extra time to create neat and proper formatting.

Overall: Cost effective online-based ticketing system with ease of setup.

Great solution, very customisable and a great company to work with

Mar 28, 2018
5/5
Overall
5 / 5
Ease of Use
4 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money
Likelihood to Recommend: 10.0/10 Not
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Pros: It has a very clean interface which makes it easy for users to identify what information is required. The solution is very customisable allowing us to achieve exactly what we want and is a lot easier to use than our former ITSM solution.

Cons: I have not really come across a lot that I do not like at present. Custom dashboards not available yet but I believe are under development which will further enhance the solution from our IT department point of view allowing better reporting

Overall: Much easier to use and a lot easier to customise to provide exactly what we want than our old solution was. Mobile app will help our desktop team. Overall a great solution and expected to provide a significant boost to visibility of our tickets/work and overall productivity

After a slow start of getting used to the tools available, it has been great and fits its purpose!

Mar 28, 2018
5/5
Overall
4 / 5
Ease of Use
4 / 5
Features & Functionality
5 / 5
Customer Support
4 / 5
Value for Money
Likelihood to Recommend: 8.0/10 Not
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Pros: Does exactly what it needs to. Lets us track tickets from our staff when they have IT related issues and helps us majorly when it comes to knowing who has done what in our support group of agents. Lots of beneficial features for us such as the ability to group issues into custom groups and assigning to specific agents then collaborating to get the issues fixed.

Cons: Have noticed a couple of little things, a bug or two, but after reporting to the FreshService support team they have been resolved or put into the process of being fixed.

Has been invaluable in shaping our team going forward

Mar 28, 2018
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: Simple layout which looks clean and easy to use from a busy systems admin. Can easily be tailored to add layers of information which in turn easily reports back. Easy for all staff to use the system.

Cons: It is email heavy but must admit we're not looked into turning certain ones off yet. Would like to see the report turn into dash board that are on the front. Not just call open and in breach.

Overall: 1. We really needed to formalise our reporting process. Job Done!
2. Reports back on the ares we are getting the most issues and we can manage physical, training, software or other specific issues.
3. Drives performance from a BAU and project view.

Very easy to integrate with

Mar 28, 2018
5/5
Overall
5 / 5
Ease of Use
3 / 5
Features & Functionality
5 / 5
Customer Support
4 / 5
Value for Money
Likelihood to Recommend: 10.0/10 Not
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Pros: Ease of use
ITSM functionality in a modern environment which isnt targeted to huge corporations and doesn't cost the earth
Support team reply very quickly - this is far better than Zednesk

Cons: The new automation system is difficult to use and needs more attention to get working.
I wish the UI had a tab functionality within (like what zendesk does) to make it easy to look at multiple tickets

Overall: Other teams within the business have chosen to use the tool as well so its now a business application rather than service desk only

Easy to use, very useful

Mar 28, 2018
5/5
Overall
5 / 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: The interface is very clean and simplistic, so it makes it very easy to manage and navigate through the menus and tickets from multiple users.

Cons: The reports section of the software could be implemented a bit better in regards to the format. and accessibility.

Overall: Easy manageable ticket system

we started using freshservice to organize the IT problems and tasks in the company and it helped a l

Mar 28, 2018
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: its easy to use, manage and highly configurative, its gives you a good display of all of the on going tickets and tasks that you have and resolved.

Cons: i really love this software and i didnt found something that i consider as a con, the only thing that i could think of adding to this product is a support and guides via video chat and video manuals.

Excellent tool for FREE

Mar 28, 2018
5/5
Overall
5 / 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: Streamlined helpdesk service that is very easy and fast to get up and running. Great search capability. Very good online help includes tutorials and videos. Generous free plan.

Cons: Very few reports and a complete lack of report customization. Poor asset management capabilities. Lack of extensibility and integration with other support and management solutions.

Overall: Manages all the incidents my users log and enables myself and my team to stay on top of issues, and address issues that have been escalated to me enabling me to support my team and stay in communication with all team members on all incidents.

Fresh Service is such a versatile piece of software, an reasonably easy to use

Mar 28, 2018
5/5
Overall
5 / 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: it can be used for so many applications, with just a few tweaks it can be more than just helpdesk software

Cons: some of the email trigger setting can be tricky to configure. When you want to auto email more than one person

Overall: This software started as helpdesk software, it is now our mortgage referral system as well as accident book.

Simple with all the features you need

Mar 27, 2018
5/5
Overall
5 / 5
Ease of Use
4 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money
Likelihood to Recommend: 10.0/10 Not
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Pros: The simple and intuitive interface. There is a lot of ability for customization of fields. Free level is great place to start and robust. Technical support is best in class backed-up with fantastic online knowledge base. I have used several tiers of this product and was quick to implement at a new company.

Cons: The free level features can quickly be outgrown but entry level cost is reasonable. The asset probe is a great feature, but light on information from assets that are causing errors.

Overall: Excellent asset tracking. Discover probe at free level is fantastic. Customization of fields is simple.

Capterra-loader

Using Freshservice has been great. A breath of fresh air from our previous solution

Mar 27, 2018
5/5
Overall
5 / 5
Ease of Use
4 / 5
Features & Functionality
5 / 5
Customer Support
4 / 5
Value for Money
Likelihood to Recommend: 8.0/10 Not
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Pros: Ticket creation and tracking are great. Reporting is a major time saver. The technical support in getting everything set up on our instance has been great as well.

Cons: The project features are little rigid. I should be able to clone them and they should be able to be seen inside of the ticket view fo agents so that they don't lose sight of their individual responsibilities

We love using Freshservice. Our employees and our clients find it very easy to use and navigate.

Mar 27, 2018
5/5
Overall
4 / 5
Ease of Use
3 / 5
Features & Functionality
4 / 5
Customer Support
5 / 5
Value for Money
Likelihood to Recommend: 8.0/10 Not
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Pros: The ability to communicate easily with clients in a clean and simple interface is awesome! I love the satisfaction report that the client receives, so I'm able to see how we're doing at the click of a button. The reports are customizable and easy to read, so we always have an eye on things.

Cons: The search functionality, and the company/client database is very difficult to search and maintain.

Overall: True customer/vendor interaction.