Who Uses This Software?

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


Average Ratings

307 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
    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

Freshservice is an IT Complaint Management 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

  • Case Management
  • Complaint Classification
  • Corrective Actions (CAPA)
  • Customer Complaint Tracking
  • Feedback Management
  • Forms Management
  • Issue Tracking
  • Quality Assurance Management
  • Routing
  • Self Service Portal
  • Social Media Monitoring
  • Survey Management

Freshservice Reviews Recently Reviewed!


Efficiency and simplicity of use

Jun 12, 2018
5/5
Overall
5 / 5
Ease of Use
4 / 5
Features & Functionality
3 / 5
Customer Support
2 / 5
Value for Money
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Pros: It is allowed a significant saving in the development of the works in the one that is used, It has very attractive designs for his clients

Cons: The basic formats that he presents do not make it stand out of a platform that should realize the same functions

Overall: I would remain with her for the simple fact of being able to save my time in everything what it needs to realize

Great IT management and reporting tool

Jun 09, 2018
4/5
Overall
5 / 5
Ease of Use
4 / 5
Features & Functionality
4 / 5
Customer Support
4 / 5
Value for Money

Pros: The freshservice agent is really easy to install. On our company, we use it as an asset management tool and every time a new worker is enrolled we install it on their computer. You don't need to set anything else up as the installation package already has all the details it needs. As soon as it's installed it starts collecting useful data that will then be reported to the IT managers.

Of course, this data does not breach any privacy regulations and only states information related to the computer itself in terms of firmware being up to date or any potentially harmful software being installed on the machine.

Reports can be set up to be generated and sent to you periodically for your convenience.

Cons: One of the major cons of this tool is that it may be harder to customise if you are planning to have it set up on a big company. For that, though, there is an enterprise solution that could fit any purpose but comes with an added price to pay.

Capterra-loader

We've been using FreshService for over a year now and don't see a reason to change :)

Jun 03, 2018
5/5
Overall
4 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money
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Pros: It's quite easy to set up and start using. We really like the asset management feature - it's helpful to be able to assign tickets to devices so that later we can spot trends. Freshservice didn't have on time tracking feature that we wanted and their support team was very helpful in implementing a custom solution for us. The ability to have 3 agents for free is incredible for small shops that are just starting.

Cons: It currently lacks integration with one of our monitoring tools so we spend quite some time closing tickets that are no longer valid but that will be solved in the future. It's great they support multiple languages but would appreciate if they provided email notification templates in each of the languages they support.

Overall: We switched from Autotask which was too costly for us. Freshservice allowed us to cut costs practically to zero and also introduced automatic asset tracking for some of our clients' equipment. Another great feature is the ability to use keyboard shortcuts that allows me to do my work faster.

I'm currently just setting this service up for my company. The available help is great

Jun 01, 2018
5/5
Overall
3 / 5
Ease of Use
4 / 5
Features & Functionality
5 / 5
Customer Support
4 / 5
Value for Money
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Pros: It's really robust and scaleable, they have several different levels so you don't end up paying for services you don't need. It's flexible enough so you could fit it into any business model.

Cons: The software is difficult to set up and configure. But, there is a lot of help. There are PDF guides you can download and videos you can watch. Their chat support is great (I just got off a conference call with an agent who could not figure out my issue over chat. I was able to share my screen and we figured it out really quickly.

Overall: I will be able to manage requests for technical support efficiently and I will be able to track issues related to a specific computer or to a type of computer or to our network.

Capterra-loader

Excellent Service Desk

May 29, 2018
5/5
Overall
4 / 5
Ease of Use
5 / 5
Features & Functionality
4 / 5
Customer Support
5 / 5
Value for Money
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Pros: Great service desk with all the features you could possibly want and they continue to add more. I began using this when it first was released. Over the last 3-4 years they have added a number of excellent features and they always seem to be releasing more. It integrates will lots of other applications from social media to CRM. Has SLA management, agent collision, service catalog, asset reporting, and can be used for incident, problem, change, release, etc management.

Cons: Once you stop using the free plan it can be a little more expensive than other service desk offerings out there.

Good Solid Product with Continuous Updates

May 24, 2018
4/5
Overall
3 / 5
Ease of Use
3 / 5
Features & Functionality
5 / 5
Customer Support
4 / 5
Value for Money

Pros: I like the Dashboard which gives you recent activity at a glance. I also like that the interface is clean and simple.

Cons: I don't like the CMDB as it's not very user friendly and software management is difficult compared to some other products.

So far it seems like it works well and is relatively straight foward

May 23, 2018
4/5
Overall
3 / 5
Ease of Use
2 / 5
Features & Functionality
5 / 5
Customer Support
3 / 5
Value for Money

Pros: This product runs smoothly, I wasn't in the team who made the purchase, neither was I in the original team who set up the program but I am editing it to fit some other needs we require.

Cons: The product is not as customizable as I thought it would be. I need multiple forms for different use cases not necessarily just one form, the dynamic feature does help but I don't like the work around that I'm being forced to do in order to achieve what I want. If I could add my own custom css/html/php it would be nice, though I have not tried i'm sure it's not a capability.

FreshService gives my team the best Service Management tool to serve our customers.

May 23, 2018
4/5
Overall
5 / 5
Ease of Use
4 / 5
Features & Functionality
5 / 5
Customer Support
4 / 5
Value for Money
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Pros: FreshService is a modern, flexible, user friendly Service Management system that gives us the overview we need to run our daily business, serving our customer, with the least hassle.
The people at Fresh are always eager to help us, so support is also a pro! Short lines, fast service.

Cons: Fresh is eager to implement cool new features. Sometimes this functionality is not completely mature yet.

Overall: A good overview of the workload and performance of our teams.
Less administrative hassle, more time to do our jobs.
Nice and friendly portal for our customers, a professional 'look'.
Support for our processes etc.

Freshservice is simply amazing!!!

May 22, 2018
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money
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Pros: I love the user interface and it's ease of use. When I work on tickets I want to quickly manage them and the Freshservice interface allows me to do everything in one place.

Cons: I honestly dont have any dislikes. It is leaps and bounds better than the previous system we used. We used Sysaid previously and the interface was not intuitive or easy.

Overall: Ease of use... My time is limited and I dont want to spend much time managing tickets. Freshservice makes it easy for me to do everything in one place.

Effective ticketing tool with a plethora of features

May 22, 2018
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money
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Pros: Ease of use, efficiency, and providing a detailed overview of current outstanding tickets. The ability to view tickets based on who submitted them.

Cons: The inability to search for tickets based on subject text and content text. This would be a really useful tool as sometimes we need to search for a pre-existing ticket to get an idea as to how to solve a current ticket.

Got a satisfactory response back within 20 minutes.

May 21, 2018
4/5
Overall
4 / 5
Ease of Use
4 / 5
Features & Functionality
4 / 5
Customer Support
4 / 5
Value for Money

Pros: The application has a really wide set of tools for a ticketing system and it is very easy to follow/move around. The way it allows to track tickets and displays notifications to the most recent tickets that have been addressed is helpful and a nice touch, and a really nice feature that was recently implemented was the option to remote assist a user via Teamviewer directly from within the ticket.

Cons: It has a nice interface, however when setting up new forms for knowledge base and service catalog it can be a bit time consuming since those two sections are similar.
It creates by default a user account as requester whenever someone replies to your default ticketing email address and that person does not have an existing account; in my case, people from outside our company have replied to emails where our helpdesk is cc'ed and creates an account for them.

Freshservice allows to include more categories in tickets when creating them.

May 21, 2018
5/5
Overall
4 / 5
Ease of Use
4 / 5
Features & Functionality
4 / 5
Value for Money
Likelihood to Recommend: 8.0/10 Not
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Pros: Freshervice allows for many categories as well as sub-categories such as "hardware, software" and then "MOS office, windows, etc."

Cons: Freshservice will not let you close a ticket if certain categories are not filled in such as the materials used.

Needed an answer to a question regarding a feature in the Service catalog received it within an hour

May 18, 2018
5/5
Overall
4 / 5
Ease of Use
4 / 5
Features & Functionality
5 / 5
Customer Support
4 / 5
Value for Money
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Pros: Some functions are easy to use and the setup has been moving at a pace we believe will allow us to go live by our target date of 1 August 2018.

Cons: Some functions are complex and you just need to play within the package to find all the features that the product offers.

Overall: Less phone calls, the tracking of all IT assets, the ease of creating the service catalog and the service requests. It allows us to track every request, in the past everything was verbal or maybe by e-mail.

Decent product for integration ona larger scale than expected

May 17, 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: 7.0/10 Not
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Pros: It has got the ability to make changes on a very systemic level on a grand scale and that really hold up in a big company like mine. Nice integration facility.

Cons: Cannot point out any as of now and the FAQs along with Customer service helps a lot to get through and a lot let hassle than i imagined to set it up.

Easy to use, nice and clean interface

May 17, 2018
4/5
Overall
5 / 5
Ease of Use
4 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money
Likelihood to Recommend: 8.0/10 Not
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Pros: Easy to set rules for auto-populating.
Clean and simple. View is modern looking
Ability to report free when this is usually an add on.

Cons: Duplicate tickets are created when one email sent with multiple agents in copy. Manually need to merge tickets. Should have the ability to set hierarchy in such cases

Overall: Visibility of outstanding tickets - when compared to how we used to manage in an inbox

Capterra-loader

Really very fast and professional support

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

Pros: You just wait minutes to get a personal answer, which mostly solves the issue. Well trained staff!!!

Cons: Didn't find something I don't like. If something isn't working as expected you can suggest a change.

A Solid Tool with Good Features

May 16, 2018
4/5
Overall
4 / 5
Ease of Use
4 / 5
Features & Functionality
3 / 5
Customer Support
5 / 5
Value for Money
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Pros: The ability to manage team tickets, projects, changes, assets and contracts. The system is intuitive, customizable and has a good workflow management component for your tickets.

Cons: Reporting. Just allowed PowerBI connections, but still needs improvement. Should be publishing more reporting features this year.

Overall: Our IT team is able to manage our performance with regard to our Service Level Agreements with our customers. We are able to hold each other accountable to our assignments and make sure we collaborate on areas we are not familiar with individually.

Capterra-loader

Fantastic ticket processing for free

May 16, 2018
4/5
Overall
4 / 5
Ease of Use
3 / 5
Features & Functionality
4 / 5
Customer Support
5 / 5
Value for Money
Likelihood to Recommend: 7.0/10 Not
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Pros: With the most recent facelift it improved its ease of use and it's visually more attractive. It's easy to navigate and more intuitive than before. I like the gamification approach to keep everyone on the team focused and aiming to get ahead, more so if you combine this features with some competitive teammates.

Cons: I believe that since It's focused for internal users only, this may limit the universe of applications where companies would be intending to implement a helpful tool like this.

Overall: The trial gave my team a sense of follow up on ticketing and internal customer needs.

Excellent

May 15, 2018
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
4 / 5
Customer Support
5 / 5
Value for Money

Pros: The help section is really informative and Customer Service is prompt, so I haven't run into any problems.

Cons: None at the moment. We are very happy with the software. Cost is low. Would highly recommend to others.

Capterra-loader

It works well for small/mid size business

May 14, 2018
4/5
Overall
5 / 5
Ease of Use
4 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money
Likelihood to Recommend: 8.0/10 Not
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Pros: Tagging of items is great. Message automation and API functionality is excellent.

Cons: Better audit logging of activities performed would be helpful. A way to enforce specific workflows would be nice too (terminations/new users requests).

Overall: Good product for the cost/benefit analysis for a small IT department.

Capterra-loader

The cloud ticketing solution allows us to provide a quality service with added value to our customer

May 13, 2018
4/5
Overall
3 / 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: Management of the tickets integrated with the inventory of the devices. Excellent archive of solutions that allows users to get by in simpler operations, and technicians to view confidential solutions. If it could be integrated with automation solutions (timesheet.io/fattureincloud/teamviewer/etc.) It would be exceptional.

Cons: The passage between one page and the other is a bit cumbersome (the back button does not always help). Less rewarding ticketing solution than the FreshDESK version (Why then keep two solutions?).
Designed for enterprise users. You need to "adapt" if you use it as MSP with Location, Department and Groups (There are no "companies").
For now there are not some features present in other service desks, but there are considerable room for improvement ...

Overall: Reduction of customer waiting time, centralized management of the fleet, focus on the work to be carried out and not on the one lost to make it happen.

Capterra-loader

Best software to use for ticket tracking.

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

Pros: It helps to track the ticket and share the down time report with the customer.

It also helps to plan the change in advance.

Cons: 1. Its too expensive then other software. No other least about the software to complain about.

Great product.

For me its good as I can track my team daily update through a portal

May 11, 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: Tracking of the daily task.
Client downtime reports can be easily tracked.
CR management is the best part of the fresh service where they have all option which we need to make before any changes.

Cons: Pricing is a little high for a startup for having all features example project management. In startup, our main focus is managing day to day tasks and upcoming projects. For day to day operation its good but for the project management plan it's little costlier for us.

Migration - Implementation easy as can be. It's our daily dose of happiness!

May 09, 2018
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money
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Pros: Its been a few weeks that we started using Freshservice and our current plan is Forrest. I love how the services are organized and very easy to navigate through them. Great asset management features and very easy to manage ticketing services. Plenty of integration options which surprised us for good, our IT department is more than happy. Decent Service Catalog which offers requesters to fill out a templated ticket for a common service request. Great data visualization and reports. Furthermore, mobile app offers core services which makes it easier and more flexible to provide needed support.

Cons: Until now we didn't experienced any issue related to the services. I think will be ideal if in near feature will be available computer application.

Overall: Time!

Nice product, easy to use and integrate

May 06, 2018
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money

Pros: Integration into our environment and ease of use along with the capability to have a large capacity to make changes as we need. Nice product

Cons: Email group control needs to be worked to allow more than one tier, so we don't have to send out email notifications to all levels of support teams when a ticket comes in.

Capterra-loader

Great Solution for the the Main IT Process

May 04, 2018
4/5
Overall
4 / 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: Covers the main process within the IT sides, with an easy to use and friendly interface. Really easy to configure and customize, inclusive in the sprout plan. The mobile application works with a good performance.

Cons: There's not big issues to mention related to the overall functionality of the solution. The support service can offer more quickly responses.

Overall: Great starting point to manage the main tasks for the IT areas.

Freshservice's UI is clean and easy to navigate.

May 04, 2018
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money

Pros: The thing that I like most about Freshservice is how much functionality is built into the software, but is not overwhelming to the back end user on trying to find certain features. Granted we are still early in our implementation of Freshservice to our end users (employees and students), I look forward to this fall when everyone is using the software for any IT requests or maintenance requests to see how much it can handle with incoming tickets.

Cons: The only thing that I can come up with that I like least about this software is that there isn't an application that you can install to your computer that could be used for easier access of notifications on your dock for a Mac. Honestly the software is amazing so far.

Capterra-loader

We were looking for a ticketing system that would be easy to implement, this is the one!

May 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: 7.0/10 Not
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Pros: I love that most of the features are templated and that it is easy to set up and communicate with customers. Everything works as it should and keeps us ontop of tasks!

Cons: Currently none! FAQs section is really great and Customer Service is prompt, so I haven't run into anything too life-changing.

Good expererience

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

Pros: The way to organize tickets and assets. Easy communication between user and technicians. They always warn for updates

Cons: In principle I have nothing against. The only thing that for non-English speakers you have to translate some things

Up and running in a matter of weeks

May 01, 2018
4/5
Overall
5 / 5
Ease of Use
4 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money
Likelihood to Recommend: 8.0/10 Not
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Pros: Easy to use, very straightforward, built-in tools and easy to get basic functionality for you and your team working quickly. Support is also really responsive and helpful.

Cons: Customization's have their limits. Need to put in lots of work to relate it to your business requirements.

Overall: ITSM platform that is helping me and my team manage incoming requests and provide a tool helpful for management to be able to visualize our work.

User friendly

May 01, 2018
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money

Pros: Track what agents are working on and from which departments are submitting tickets. Users and submit tickets via email.

Cons: Does not show total of all tickets (open and closed) on dashboard. Due date does not update when estimated completion date is updated.

The best ticketing service.

May 01, 2018
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money

Pros: IT is so easy to use and cuts my work flow time in half. We used an other service and just about every other day i was on the phone trying to fix something that was not working right. So I made the switch to fresh service and could not be more happy. It just works day in and day out.

Cons: nothing at all. I love all that they have to offer. i handle about 50 to 100 tickets a day. this is always stable and have not had any issues.

Very positive

Apr 30, 2018
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money
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Pros: Functionality, price to performance and support. We have been really happy with Fresh Desk and Fresh Service and have used both products for over 12 months now. The support service we receive is always very good and overall very happy with the software as a company.

Cons: We are very happy about the software and don't really have anything negative to say about it. Would highly recommend.

Capterra-loader

A comprehensive ITIL standard service desk system

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

Pros: Everything is in one interface and easy to navigate around. The integration with email is good, and we really like the mobile app as it gives us a far better ability to respond when away from the desk than email alerts.

Cons: Once you get into the problem management and change control systems it does seem a little more complicated, and it seems that when solving a problem it wants you to create a KB for it, which isn't always appropriate - especially in MSP mutli-tenant environments where a problem may be customer specific.

Excellent project management and transactional service management

Apr 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: 9.0/10 Not
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Pros: Has allowed us to organize and manage milestone-driven processes more effectively, affording us the ability to successfully integrate 60-70 events per month with an administrative staff of two.

Cons: Reporting on projects needs improvement (and by that, I mean, "needs it"). Not able to provide clients with post-event summaries, nor are we able to export details referencing any project via reporting.

In the Dashboard, one may only access projects through the project module, but there's no sorting or reporting that's meaningful or useful beyond that.

Overall: tighter organization management and milestone/project management

Capterra-loader

Easy to implement with a lot of features. You can start with a small setup and easy extend.

Apr 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 UI no instructions needed to get going. The webbased tool allows to work from everywhere and gives freedom in a mobile world.

Cons: The search function should be better with freetext searchrequests. The relevance isn't as intuitive as a google search result.

Overall: A central data platform for our service usage and support.

Capterra-loader

Easiness of use is great and it allows me to manage very my tickets very efficiently .

Apr 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: 9.0/10 Not
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Pros: Bulk Actions, customizations of forms and filters are my favorites, everything that can be done in bulks is a great feature.

Cons: I would like to have a dark/night background for myself and to be able to see multiple independent queues within the same browser tab

Overall: Software organize my task efficiently

We've only dipped our toes into what Freshservice can do but we love it so far.

Apr 27, 2018
5/5
Overall
4 / 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: Great administrative UI, very easy to find and configure settings. Helpdesk custom URL and SSL capability makes it appear to our users as something in-house. SAML SSO allows our users to log in with their AD credentials and not an additional password. Asset management scanning tools will prove useful.

Cons: There are a few configuration pages that would benefit from a bulk edit/delete function, specifically the service and product catalogs that were pre-populated on our instance.

A very helpful and friendly customer service team who go above and beyond to help resolve issues

Apr 25, 2018
4/5
Overall
4 / 5
Ease of Use
4 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money

Pros: A lot of helpful functions to make organising tickets easy as well as fun motivational features for agents.

Cons: Some aspects are a little user unfriendly but the support team are great at trying to provide solutions and logging feature suggestions.

Functional and excellent performance

Apr 24, 2018
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money
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Pros: The automation that can have in the different processes, such as the good performance and development that the different sections have, is a very well designed and thought tool

Cons: In the reports you could have a greater number of options to configure in this way to have more accurate reports and in greater detail

Overall: Saving time and fluidity for the company

Fair Product

Apr 24, 2018
4/5
Overall
4 / 5
Ease of Use
3 / 5
Features & Functionality
5 / 5
Customer Support
3 / 5
Value for Money

Pros: User interface is really well thought out.
Workflows really easy to configure
Integration to 3rd party apps

Cons: customizability is not the best. Not being able to Rename or remove nonessential fields is very disappointing. For example, the requirement of a display name. Not every asset or consumable needs a display name. Not Being able to link a request for a consumable to an inventory count.

Very easy to use, and gives nice overview.

Apr 24, 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
Likely
Extremely
Likely

Pros: I like ease of access, quick response time, nice overview of all projects, nice way to classify projects...

Cons: There must be an option to back up each client separetly. Currently if you want to back up, you have to back up all.

Powerful tool, that can be customized

Apr 24, 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: 9.0/10 Not
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Pros: combines asset management, ticketing, and project management and API, but the best feature so far is the customer service, super quick response and very friendly!

Cons: It took some getting used to the interface, so far I have been using it for only a few months so haven't noticed any issues with it.

Overall: we are able to quit two other subscriptions and reduce costs, and simplify our processes by using only one tool instead of 3.

Useful tool for ticket management.

Apr 23, 2018
4/5
Overall
3 / 5
Ease of Use
4 / 5
Features & Functionality
3 / 5
Customer Support
4 / 5
Value for Money

Pros: Ticket options are varied. Great to be able to leave notes to other agents. While we don't use knowledge base much, that could be a useful tool as well.

Cons: Inventory tool could be a little easier to use. While there are plenty of fields possible, having a streamlined way to enter items would be awesome.

Very happy with our corporate rollout of our first help desk platform!!

Apr 20, 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 love the customized workflows and deep app integrations. Additionally, the ability to customize this product to such a high degree allows us to both utilize ITS preferred use cases and also add in our own desired functionality as needed. It is fast and end user friendly (also admin friendly) and I like the mobile functionality as well.

Cons: No inbound phone number to voice translation yet - hopefully this is coming in the near future as we would like to have the ability to have folks, who may not have email access, be able to call a number and have their message auto-transcribed into a new incident.

Overall: As a growing pharma company, we got immediate benefits from having employees route their requests through to our growing helpdesk as opposed to trying to find someone to help them and praying that the line was not too long.

Capterra-loader

Great helpdesk system that is easy to learn.

Apr 20, 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 gamification is great and that you can create you own awards are great.
The look and feel of the entire system is great. Very fast GUI response. Very liked by our users.

Cons: So far I have not noticed much that i dislike about this application.
One small thing... too little badges to choose from.

Overall: Before we hade a SharePoint solution for Helpdesk, so the benefits are huge. Very much for our users that will get a good and simplified first page.

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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Extremely
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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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Extremely
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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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Extremely
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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