What Is Freshservice?
Freshservice is an intelligent, right-sized ITSM solution that delivers exceptional employee experiences with an intuitive, scalable, no-code solution. With its state-of-the-art AI and ML capabilities, Freshservice helps organizations ease an IT agents workload and improve their productivity by automating mundane tasks. In addition to its AI capabilities, Freshservice is flexible and scalable enough to be used by both: companies relying on legacy systems and modern enterprises.
Who Uses Freshservice?
Freshservice's customers include MSP's, financial organizations, educational institutions and several government organizations.
Freshservice Details
Freshworks
Founded in 2011
Freshservice pricing
Starting Price:
- Yes, has free trial
- No free version
Freshservice does not have a free version but does offer a free trial. Freshservice paid version starts at $19.00/month.
Pricing plans get a free trialFreshservice Details
Freshworks
Founded in 2011
Freshservice videos and images
Freshservice deployment and support
Support
- Email/Help Desk
- FAQs/Forum
- Knowledge Base Software
- Phone Support
- 24/7 (Live rep)
- Chat
Deployment
- Cloud, SaaS, Web-based
- Android (Mobile)
- iPhone (Mobile)
- iPad (Mobile)
Training Software
- In Person
- Live Online
- Webinars
- Documentation
- Videos
Freshservice Features
Asset Tracking Software
- API
- Activity Dashboard
- Activity Tracking
- Alerts/Notifications
- Asset Lifecycle Management
- Asset Tracking Software
- Audit Management
- Audit Trail
- Barcode / Ticket Scanning
- Barcode Recognition
- Barcoding/RFID
- Calendar Management
- Check-in/Check-out
- Compliance Management
- Contract/License Management
- Cost Tracking
- Customizable Fields
- Customizable Forms
- Customizable Reports
- Data Import/Export
- Depreciation Management
- Dispatch Management
- Disposal Management
- Document Management Software
- Equipment Maintenance Software
- Equipment Tracking
- Fixed Asset Management Software
- Historical Reporting
- IT Asset Tracking
- Inventory Management Software
- Inventory Tracking
- Location Tracking
- Maintenance Management Software
- Maintenance Scheduling
- Mobile Access
- Monitoring
- Multi-Location
- Purchase Order Management
- RFID Scanning
- Reminders
- Reporting & Statistics
- Reporting/Analytics
- Reservations Management
- Search/Filter
- Status Tracking
- Tagging
- Third Party Integrations
- User Management
- Work Order Management
- Workflow Management Software
Business Continuity Software
- "What If" Scenarios
- AI/Machine Learning
- Action Management
- Activity Dashboard
- Alerts/Notifications
- Approval Workflow
- Backup and Recovery
- Business Continuity Exercising
- Business Impact Analysis
- Compliance Management
- Crisis Management
- Disaster Recovery
- Document Management Software
- Emergency Notification
- Incident Management Software
- Incident Response Checklists
- Monitoring
- Multi-Channel Communication
- Plan Development
- Policy Management Software
- Reporting & Statistics
- Risk Assessment
- Risk Management Software
- Scenario Planning
- Secure Data Storage
- Task Management Software
- Third Party Integrations
- Vendor Risk Management
- Vulnerability Management
- Workflow Management Software
CMDB Software
- API
- Access Controls/Permissions
- Active Directory Integration
- Activity Dashboard
- Activity Tracking
- Alerts / Escalation
- Alerts/Notifications
- Asset Lifecycle Management
- Change Management Software
- Client Portal
- Collaboration Tools
- Compliance Management
- Configurable Workflow
- Configuration Management
- Contract/License Management
- Customizable Fields
- Customizable Forms
- Customizable Reports
- Data Import/Export
- Data Mapping
- Data Visualization Software
- Device Auto Discovery
- Drag & Drop
- Email Management Software
- Help Desk Management
- IT Asset Management Software
- IT Asset Tracking
- Impact Management
- Incident Management Software
- Inventory Management Software
- Knowledge Base Management
- License Management Software
- Performance Monitoring
- Prioritization
- Problem Management
- Relationship Mapping
- Reporting & Statistics
- Request Assignment
- SSL Security
- Scheduled / Automated Reports
- Self Service Portal
- Service Level Agreement (SLA) Management
- Single Sign On Software
- Support Ticket Management
- Support Ticket Tracking
- Surveys & Feedback
- Task Management Software
- Third Party Integrations
- Widgets
- Workflow Management Software
Change Management Software
- API
- Active Directory Integration
- Activity Dashboard
- Activity Tracking
- Alerts/Notifications
- Approval Process Control
- Approval Workflow
- Audit Management
- Audit Trail
- Calendar Management
- Change Management Software
- Change Planning
- Change Tracking
- Collaboration Tools
- Commenting/Notes
- Compliance Management
- Configurable Workflow
- Configuration Management
- Customizable Branding
- Customizable Fields
- Customizable Forms
- Customizable Reports
- Dashboard Creation
- Document Management Software
- Forms Management
- Incident Management Software
- Knowledge Base Management
- Learning Management
- Multi-Language
- Prioritization
- Problem Management
- Projections
- Real Time Analytics
- Real Time Notifications
- Real Time Reporting
- Release Management
- Reporting & Statistics
- Rules-Based Workflow
- SSL Security
- Self Service Portal
- Service Level Agreement (SLA) Management
- Single Sign On Software
- Support Ticket Management
- Support Ticket Tracking
- Surveys & Feedback
- Task Management Software
- Task Progress Tracking
- Third Party Integrations
- Training Management
- Workflow Management Software
Complaint Management Software
- API
- Access Controls/Permissions
- Activity Dashboard
- Activity Tracking
- Alerts / Escalation
- Assignment Management
- Audit Trail
- Canned Responses
- Case Management Software
- Chat/Messaging
- Collaboration Tools
- Corrective and Preventive Actions (CAPA)
- Customer Complaint Tracking
- Customer Service Analytics
- Customizable Branding
- Customizable Forms
- Customizable Reports
- Customizable Templates
- Data Import/Export
- Email Management Software
- Email Templates
- Feedback Management
- Forms Management
- Interaction Tracking
- Issue Management
- Issue Tracking Software
- Knowledge Base Management
- Live Chat Software
- Monitoring
- Multi-Channel Communication
- Multi-Channel Management
- Prioritization
- Quality Assurance
- Real Time Notifications
- Real Time Reporting
- Real-time Updates
- Reporting & Statistics
- Reporting/Analytics
- Routing
- SSL Security
- Self Service Portal
- Service Level Agreement (SLA) Management
- Social Media Integration
- Social Media Monitoring Software
- Support Ticket Management
- Support Ticket Tracking
- Survey/Poll Management
- Surveys & Feedback
- Tagging
- Third Party Integrations
- Widgets
- Workflow Management Software
Contract Management Software
- API
- Access Controls/Permissions
- Activity Dashboard
- Activity Tracking
- Alerts/Notifications
- Approval Process Control
- Audit Management
- Audit Trail
- Buy Side (Suppliers)
- CRM Software
- Completion Tracking
- Compliance Management
- Compliance Tracking
- Configurable Workflow
- Contact Management Software
- Contract Drafting
- Contract Lifecycle Management Software
- Contract/License Management
- Customizable Branding
- Customizable Fields
- Customizable Reports
- Customizable Templates
- Data Extraction Software
- Data Import/Export
- Digital Signature Software
- Document Management Software
- Document Storage
- Document Templates
- Drag & Drop
- Electronic Signature
- Full Text Search
- Government Contracts
- Lifecycle Management
- Monitoring
- Pre-built Templates
- Real Time Data
- Real Time Notifications
- Reminders
- Reporting & Statistics
- Reporting/Analytics
- Search/Filter
- Sell Side (Customers)
- Specialty Contracts
- Status Tracking
- Task Management Software
- Team Collaboration
- Template Management
- Third Party Integrations
- Version Control
- Workflow Management Software
Help Desk & Ticketing Software
- API
- Access Controls/Permissions
- Activity Dashboard
- Activity Tracking
- Alerts / Escalation
- Alerts/Notifications
- Automated Routing
- CRM Software
- Call Center Management
- Chat/Messaging
- Client Portal
- Customer Database
- Customer History
- Customizable Branding
- Customizable Fields
- Customizable Forms
- Customizable Reports
- Customizable Templates
- Data Import/Export
- Document Storage
- Email Management Software
- Email Templates
- Feedback Management
- Help Desk Management
- IT Asset Management Software
- Interaction Tracking
- Knowledge Base Management
- Live Chat Software
- Macros/Templated Responses
- Monitoring
- Multi-Channel Communication
- Network Monitoring Software
- Performance Metrics
- Prioritization
- Real Time Notifications
- Real-Time Chat
- Remote Access/Control
- Reporting & Statistics
- Reporting/Analytics
- Self Service Portal
- Service Level Agreement (SLA) Management
- Social Media Integration
- Support Ticket Management
- Support Ticket Tracking
- Surveys & Feedback
- Third Party Integrations
- Ticket Management
- Workflow Configuration
- Workflow Management Software
IT Asset Management Software
- API
- Access Controls/Permissions
- Activity Dashboard
- Activity Tracking
- Alerts/Notifications
- Asset Lifecycle Management
- Asset Tracking Software
- Audit Management
- Audit Trail
- Barcode / Ticket Scanning
- Change Management Software
- Compliance Management
- Compliance Tracking
- Configurable Workflow
- Configuration Management
- Contract/License Management
- Cost Tracking
- Customizable Branding
- Customizable Fields
- Customizable Forms
- Customizable Reports
- Dashboard Creation
- Data Import/Export
- Data Visualization Software
- Email Management Software
- IT Asset Tracking
- Incident Management Software
- Inventory Management Software
- Inventory Tracking
- Knowledge Base Management
- Maintenance Management Software
- Maintenance Scheduling
- Monitoring
- Prioritization
- Problem Management
- Procurement Management
- Real Time Reporting
- Reporting & Statistics
- Reporting/Analytics
- Requisition Management
- Role-Based Permissions
- Self Service Portal
- Service Level Agreement (SLA) Management
- Supplier Management
- Support Ticket Management
- Support Ticket Tracking
- Task Management Software
- Third Party Integrations
- User Management
- Workflow Management Software
IT Management Software
- API
- Access Controls/Permissions
- Activity Dashboard
- Activity Tracking
- Alerts / Escalation
- Alerts/Notifications
- Audit Management
- Audit Trail
- Capacity Management
- Change Management Software
- Chat/Messaging
- Compliance Management
- Configurable Workflow
- Configuration Management
- Customizable Branding
- Customizable Reports
- Dashboard Software
- Data Import/Export
- Data Visualization Software
- Event Logs
- IT Asset Tracking
- IT Reporting
- IT, Server & Network Monitoring Software
- Incident Management Software
- Inventory Management Software
- Issue Auditing
- Knowledge Management Software
- License Management Software
- Maintenance Scheduling
- Monitoring
- Patch Management Software
- Performance Metrics
- Real Time Data
- Real Time Monitoring
- Real Time Notifications
- Real Time Reporting
- Real-time Updates
- Remote Access/Control
- Remote Monitoring & Management
- Reporting & Statistics
- SSL Security
- Self Service Portal
- Service Level Agreement (SLA) Management
- Single Sign On Software
- Task Management Software
- Third Party Integrations
- Ticket Management
- Uptime Reporting
- User Management
- Workflow Management Software
IT Project Management Software
- API
- Access Controls/Permissions
- Activity Dashboard
- Activity Tracking
- Bug Tracking Software
- Calendar Management
- Charting
- Collaboration Tools
- Commenting/Notes
- Customizable Fields
- Customizable Reports
- Deadline Management
- Document Management Software
- Drag & Drop
- Email Management Software
- For IT Project Management
- Gantt/Timeline View
- Issue Management
- Milestone Tracking
- Multiple Projects
- Percent-Complete Tracking
- Portfolio Management
- Prioritization
- Product Roadmapping
- Progress Tracking
- Project Management Software
- Project Planning Software
- Project Templates
- Project Time Tracking
- Project Tracking Software
- Project Workflow
- Projections
- Real Time Data
- Real Time Notifications
- Real Time Reporting
- Real-time Updates
- Reporting & Statistics
- Requirements Management Software
- Resource Management Software
- Search/Filter
- Status Tracking
- Supports Agile
- Supports Scrum
- Task Management Software
- Task Planning
- Task Progress Tracking
- Task Scheduling
- Testing/QA Management
- Third Party Integrations
- Time & Expense Tracking
- Workflow Management Software
IT Service Management (ITSM) Software
- API
- Access Controls/Permissions
- Active Directory Integration
- Activity Dashboard
- Activity Tracking
- Alerts / Escalation
- Alerts/Notifications
- Approval Process Control
- Asset Lifecycle Management
- Asset Tracking Software
- Audit Management
- Availability Management
- CRM Software
- Capacity Management
- Change Management Software
- Chat/Messaging
- Client Portal
- Configurable Workflow
- Configuration Management
- Contract/License Management
- Customizable Branding
- Customizable Fields
- Customizable Forms
- Customizable Reports
- Customizable Templates
- Dashboard Creation
- Drag & Drop
- Email Management Software
- Help Desk Management
- IT Asset Tracking
- Incident Management Software
- Inventory Management Software
- Knowledge Base Management
- Monitoring
- Multi-Channel Communication
- Prioritization
- Problem Management
- Project Management Software
- Release Management
- Reporting & Statistics
- Role-Based Permissions
- Self Service Portal
- Service Catalog
- Service Level Agreement (SLA) Management
- Support Ticket Management
- Support Ticket Tracking
- Surveys & Feedback
- Task Management Software
- Third Party Integrations
- Workflow Management Software
IT Service Software
- API
- Activity Dashboard
- Alerts/Notifications
- Change Management Software
- Client Portal
- Compliance Management
- Configuration Management
- Contract/License Management
- Customizable Forms
- Drag & Drop
- Help Desk Management
- IT Asset Management Software
- Incident Management Software
- Inventory Management Software
- Knowledge Management Software
- Prioritization
- Problem Management
- Project Management Software
- Real Time Monitoring
- Real Time Notifications
- Real Time Reporting
- Release Management
- Resource Allocation & Planning
- SSL Security
- Self Service Portal
- Service Catalog
- Service History
- Service Level Agreement (SLA) Management
- Service Request Management
- Support Ticket Management
- Surveys & Feedback
- Task Management Software
- Third Party Integrations
- Ticket Management
- Workflow Management Software
Incident Management Software
- API
- Activity Dashboard
- Alerts / Escalation
- Alerts/Notifications
- Audit Management
- Audit Trail
- Communication Management
- Communications Management
- Compliance Management
- Contact Management Software
- Corrective and Preventive Actions (CAPA)
- Customizable Fields
- Customizable Forms
- Customizable Reports
- Customizable Templates
- Data Visualization Software
- Disaster Recovery
- Document Management Software
- Email Alerts
- Event Logs
- Forms Management
- IT Incident Management
- Incident Management Software
- Incident Reporting
- Inspection Management
- Investigation Management Software
- Issue Management
- Maintenance Scheduling
- Mobile Alerts
- Monitoring
- Multi-Channel Communication
- Multi-Language
- OSHA Compliance
- On Call Scheduling
- Real Time Monitoring
- Real Time Notifications
- Real Time Reporting
- Real-time Updates
- Reminders
- Reporting & Statistics
- Risk Alerts
- Risk Analytics
- Risk Assessment
- Safety Incident Management
- Single Sign On Software
- Status Tracking
- Task Management Software
- Third Party Integrations
- Training Management
- Workflow Management Software
Inventory Management Software
- API
- Accounting Integration
- Activity Dashboard
- Alerts/Notifications
- Barcode / Ticket Scanning
- Barcode Recognition
- Billing & Invoicing
- Cost Tracking
- Customer Database
- Customizable Reports
- Data Synchronization
- Forecasting
- Inventory Auditing
- Inventory Control Software
- Inventory Management Software
- Inventory Optimization Software
- Inventory Replenishment
- Inventory Tracking
- Invoice Management
- Kitting
- Manufacturing Inventory Management Software
- Mobile Access
- Multi-Channel Management
- Multi-Currency
- Multi-Location
- Order Management Software
- Order Tracking
- Point of Sale (POS)
- Product Identification
- Purchase Order Management
- Purchasing & Receiving
- Real Time Data
- Real Time Reporting
- Real-time Updates
- Reorder Management
- Reporting & Statistics
- Reporting/Analytics
- Retail Inventory Management Software
- Returns Management
- Sales Orders
- Sales Reports
- Search/Filter
- Shipping Management
- Status Tracking
- Stock Management
- Supplier Management
- Third Party Integrations
- Vendor Managed Inventory
- Warehouse Management Software
- eCommerce Management
Issue Tracking Software
- API
- Access Controls/Permissions
- Activity Dashboard
- Activity Tracking
- Alerts / Escalation
- Alerts/Notifications
- Assignment Management
- Chat/Messaging
- Collaboration Tools
- Commenting/Notes
- Configurable Workflow
- Customizable Branding
- Customizable Fields
- Customizable Forms
- Customizable Reports
- Customizable Templates
- Dashboard Software
- Drag & Drop
- Email Management Software
- Help Desk Management
- Issue Auditing
- Issue Management
- Issue Scheduling
- Issue Tracking Software
- Knowledge Base Management
- Monitoring
- Multi-Channel Communication
- Prioritization
- Project Management Software
- Projections
- Real Time Notifications
- Real Time Reporting
- Real-time Updates
- Recurring Issues
- Reporting & Statistics
- Role-Based Permissions
- Rules-Based Workflow
- SSL Security
- Self Service Portal
- Service Level Agreement (SLA) Management
- Support Ticket Management
- Support Ticket Tracking
- Surveys & Feedback
- Tagging
- Task Management Software
- Task Progress Tracking
- Third Party Integrations
- Ticket Management
- Widgets
- Workflow Management Software
Knowledge Base Software
- API
- Alerts/Notifications
- Cataloging/Categorization
- Chatbot Software
- Collaboration Tools
- Commenting/Notes
- Content Library
- Customizable Branding
- Customizable Templates
- Dashboard Software
- Document Storage
- Drag & Drop Editor
- Email Alerts
- Feedback Management
- Full Text Search
- Knowledge Management Software
- Live Chat Software
- Mobile Alerts
- Mobile Interface
- Multi-Language
- Online Forums
- Pre-built Templates
- Real Time Notifications
- Real Time Reporting
- Reporting & Statistics
- Reporting/Analytics
- Rich Text Editor
- SEO Management
- Self Service Portal
- Social Media Integration
- Templates
- Text Editing
- Third Party Integrations
- User Management
- WYSIWYG Editor
- Web Notifications
- Website Integration
- Widgets
- Wiki
Knowledge Management Software
- API
- Access Controls/Permissions
- Active Directory Integration
- Activity Dashboard
- Activity Tracking
- Alerts/Notifications
- CRM Software
- Calendar Management
- Cataloging/Categorization
- Categorization/Grouping
- Chat/Messaging
- Collaboration Tools
- Commenting/Notes
- Communication Management
- Configurable Workflow
- Content Library
- Content Management System (CMS) Software
- Customizable Branding
- Customizable Fields
- Customizable Forms
- Customizable Reports
- Customizable Templates
- Data Import/Export
- Decision Support Software
- Discussions / Forums
- Document Management Software
- Document Storage
- Drag & Drop
- Email Management Software
- File Management
- Full Text Search
- Gamification Software
- Knowledge Base Management
- Live Chat Software
- Multi-Language
- Online Forums
- Projections
- Real Time Notifications
- Reporting & Statistics
- SSL Security
- Self Service Portal
- Self-Learning
- Single Sign On Software
- Social Media Integration
- Surveys & Feedback
- Tagging
- Text Editing
- Third Party Integrations
- Widgets
- Workflow Management Software
License Management Software
- API
- Access Controls/Permissions
- Activity Dashboard
- Activity Tracking
- Ad hoc Reporting
- Alerts/Notifications
- Approval Process Control
- Asset Lifecycle Management
- Audit Management
- Audit Trail
- Barcode / Ticket Scanning
- Categorization/Grouping
- Compliance Management
- Configuration Management
- Contract/License Management
- Copy Protection
- Cost Tracking
- Customizable Fields
- Customizable Reports
- Data Import/Export
- Historical Reporting
- IT Asset Tracking
- Inventory Management Software
- Inventory Tracking
- License Inventory
- License Tracking
- Monitoring
- Node Management
- Packaging Software
- Portable License
- Product Activation
- Purchase Order Management
- Real Time Data
- Real Time Monitoring
- Real Time Notifications
- Real Time Reporting
- Reporting & Statistics
- Reporting/Analytics
- Risk Assessment
- Role-Based Permissions
- SSL Security
- Self Service Portal
- Subscription Management Software
- Third Party Integrations
- Transaction History
- Trial License
- Usage Tracking/Analytics
- User Management
- Vendor Management Software
- Workflow Management Software
MSP Software
- API
- Active Directory Integration
- Activity Dashboard
- Activity Tracking
- Anti Virus
- Audit Management
- Audit Trail
- Automatic Backup
- Backup and Recovery
- Billing & Invoicing
- CRM Software
- Compliance Management
- Configuration Management
- Contract/License Management
- Customizable Branding
- Customizable Reports
- Dashboard Software
- Data Import/Export
- Data Visualization Software
- Event Logs
- Help Desk Management
- IT Asset Tracking
- IT, Server & Network Monitoring Software
- Incident Management Software
- Inventory Management Software
- Issue Management
- Live Chat Software
- Maintenance Scheduling
- Monitoring
- Patch Management Software
- Performance Metrics
- Policy Management Software
- Project Management Software
- Real Time Analytics
- Real Time Data
- Real Time Monitoring
- Real Time Reporting
- Real-time Updates
- Remote Access/Control
- Remote Monitoring & Management
- Reporting & Statistics
- SSL Security
- Scheduling Software
- Self Service Portal
- Service Level Agreement (SLA) Management
- Summary Reports
- Support Ticket Management
- Task Management Software
- Third Party Integrations
- Workflow Management Software
Remote Support Software
- API
- Access Controls/Permissions
- Activity Dashboard
- Activity Tracking
- Audit Management
- Audit Trail
- CRM Software
- Chat/Messaging
- Collaboration Tools
- Communication Management
- Compliance Management
- Customizable Branding
- Customizable Reports
- Diagnostic Tools
- File Sharing Software
- File Transfer
- IT, Server & Network Monitoring Software
- Live Chat Software
- Monitoring
- Multi-Channel Communication
- Multiple User Accounts
- Performance Metrics
- Real Time Data
- Real Time Monitoring
- Real Time Notifications
- Real-Time Chat
- Real-time Updates
- Remote Access/Control
- Remote Monitoring & Management
- Remote Update / Installation
- Reporting & Statistics
- Reporting/Analytics
- SSL Security
- Screen Sharing Software
- Secure Login
- Self Service Portal
- Session Recording
- Session Transfer
- Single Sign On Software
- Summary Reports
- Support Ticket Management
- Surveys & Feedback
- Third Party Integrations
- Two-Factor Authentication
- Two-Way Audio & Video
- Unattended Access
- User Management
- Video Conferencing Software
- Video Support
- Workflow Management Software
Service Desk Software
- API
- Activity Dashboard
- Activity Tracking
- Alerts / Escalation
- Alerts/Notifications
- Analytics
- Asset Lifecycle Management
- Benchmarking
- CMDB Software
- Change Management Software
- Chat/Messaging
- Configuration Management
- Contract/License Management
- Customer Support Software
- Customizable Branding
- Customizable Reports
- Customizable Templates
- Email Management Software
- Email Templates
- IT Asset Management Software
- IT Risk Management
- Incident Management Software
- Inventory Management Software
- Knowledge Base Management
- Live Chat Software
- Localization Automation
- Mobile Access
- Multi-Channel Communication
- Prioritization
- Problem Management
- Procurement Management
- Project Management Software
- Real Time Notifications
- Real Time Reporting
- Release & Deployment
- Remote Access/Control
- Reporting & Statistics
- Scheduled / Automated Reports
- Self Service Portal
- Service Catalog
- Service Level Agreement (SLA) Management
- Support Ticket Management
- Surveys & Feedback
- Task Management Software
- Third Party Integrations
- Virtual Assistant
- Workflow Management Software
Freshservice Alternatives - Capterra UAE 2021
More Freshservice alternatives
Erick V.
Probably the best tool for Help Desk Management
Comments: This is probably the best I used for ticketing. The support is really good, the only bad thing is that you have to contact mostly via chat.
Pros:
The features it provides are really good. The ticketing flow is easy to follow, we can handle our Service Catalog, integrate with Active Directory, manage Asset Inventory and now we started using the Project management tool.
Cons:
The configuration (Initial Setup) is kind of complex. Design the flows is friendly, but complex if you have many rules, but the good thing is that support guides all the way during this process.
Benjamin J.
FreshService Internal Ticket Management System for Gehan Homes
Comments: We enjoy FreshService for the simplistic ticket management and communication it provides. It is also a secondary database for our asset management to cross reference our main database. We would like to see more curated automated reports for both tickets and assets. We would also like to be able to levarage the change management database, but it does not appear user friendly nor intuitive; so we may need training on this but we do not use it because we dont understand it. We are actively looking for change management.
Pros:
Easy to build requestors and submit tickets via email and communicate with the end users we support for our internal helpdesk. Easy to spot trends and ensure service level agreements for ticket response times are measured appropriately.
Cons:
The inventory management system at first was very unreliable, sometimes search wouldnt pull up names or info. It seems to have been developed and works much better, but I believe the backend database or tool used could be of better quality. It has come a long way from the beginning and is markedly better.
Alternatives Considered: ManageEngine Desktop Central, Spiceworks, ServiceNow, Zendesk, and Autotask PSA
Reasons for Choosing Freshservice: ManageEngine cost too much for what we were using it for and it was also on premises. We needed something simple and cloud based and cheaper.
Switched From: ManageEngine Desktop Central
Reasons for Switching to Freshservice: Cost, ease of use, and provided the greatest benefit for a simple ticket and asset tracking system with the "possibility" of future developments in other areas of the system. We know FreshService was and is a growing company so we bet our money on the growth, we have not been disappointed, but of course would like to see more development in the areas of change management and maybe some more asset tracking features. Also, the customer service and support is STELLAR, I would say better than any vendor or product we use previously or currently. Bravo on the customer support, please never change how great that is, its more important than people might think.
Karan P.
Simple & powerful ticket management platform
Comments: Ideal ticketing and support platform for startups and SMBs!
Pros:
Freshservice was very easy to setup and migrate our operations to. Onboarding and customer support is pretty impressive given the annual pricing plan is quite low compared to other players in this space. Data analytics offered by the platform is quite detailed & easy to interpret.
Cons:
UI looks a little outdated. Workflows are great but quite tough to create customized ones, limited flexibility. Email delivery/notification is a little challenging, face issues with our clients once in a while.
Verified Reviewer
No bang for the buck, an overpriced form submission tool that disappoints in reporting and integration
Pros:
Friendly user interface. Copy screenshots directly into the form (although there's a bug for the last 3 months that screenshots are displayed double in edit mode.) Plenty of fields to configure for more complex workflows.
Cons:
Default categories and labels with awkward naming (synonymous use of "Tickets" and "Incidents" for "Issues", "Change" for "Change Request", "Problem" for "Bugs") No possibility to convert issues to change requests. Agent needs to recreate the entire case in the back resulting in significant adminstrative overhead. Reporting is practically inexistent. REST API not covering many functions and object attributes. (You cannot substitute reporting externally.) HTML editor limited and bugged. (CSS code in support articles not supported, Bootstrap not supported, code gets changed or reformatted upon saving articles) No access to the file and image repository. Frankly, with every new cosmetic change and "functionality no can do" message from the Team, I am growing more and more wary of this application. At this point, I am thinking of it as an overpriced form tool with practically no reporting, a gimped Knowledge Management base, and an asset list functionality that quickly drains your wallet. I am spending significant time rewriting issues as change requests in order to subsequently manually attach them to the original issue ticket and explain to the user why I would want to close his ticket after all. Writing knowledge articles is best done in a separate HTML editor. The Text Editor lacks basic functionality, removes formatting and images in unpredictable ways with undoing, and stores images and files in a central repository you have no access to. You might as well do that with a forms tool readily available on the internet.
Tom L.
Freshservice Review
Comments: I've really enjoyed having Frehservice in our organization. It has made my job as a manager much easier in that I can easily review team performance, post announcements for the organization, and identify trends in issues or requests.
Pros:
Freshservice has been a game-changer for our organization. The service catalog and user-friendly interface has allowed our employees to improve their productivity over the past 2+ years we have had the system implemented. The customizable forms and workflow has allowed our IT department to streamline processes and improve efficiency.
Cons:
I wish the reporting capabilities were more customizable. There have been a few situations where I reached out to Frehservice for support on reports I needed but found the reports were not possible. The freshservice support team told me my reporting needs would be added to the list of potential "future enhancements'.
Alternatives Considered: ServiceNow Customer Service Management, ManageEngine ServiceDesk Plus, and Zendesk
Reasons for Choosing Freshservice: Our previous product did not have a customizable system and did not provide our employees with a way to track their tickets once created. It also lacked any type of reporting capabilities.
Switched From: Cerb
Reasons for Switching to Freshservice: Cost and ease of customization
