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.
Where can Freshservice be deployed?
Freshservice videos and images
Features of Freshservice
- Access Controls/Permissions
- Activity Dashboard
- Activity Tracking
- Alerts / Escalation
- Asset Lifecycle Management
- Asset Tracking Software
- Assignment Management
- Audit Management
- Audit Trail
- Backup and Recovery
- CMDB Software
- Change Management Software
- Collaboration Tools
- Completion Tracking
- Compliance Management
- Compliance Tracking
- Configuration Management
- Content Management System (CMS) Software
- Contract Drafting
- Contract Lifecycle Management Software
- Contract/License Management
- Corrective and Preventive Actions (CAPA)
- Cost Tracking
- Customer Complaint Tracking
- Customizable Branding
- Customizable Reports
- Customizable Templates
- Dashboard Software
- Device Auto Discovery
- Disaster Recovery
- Document Management Software
- Drag & Drop
- Electronic Signature
- Email Management Software
- Feedback Management
- For IT Project Management
- Help Desk Management
- IT Asset Management Software
- Incident Management Software
- Incident Reporting
- Inventory Management Software
- Investigation Management Software
- Issue Auditing
- Issue Management
- Issue Tracking Software
- Knowledge Management Software
- License Management Software
- Live Chat Software
- Location Tracking
- Maintenance Management Software
- Maintenance Scheduling
- Mobile Access
- Multi-Channel Communication
- Performance Metrics
- Problem Management
- Real Time Monitoring
- Relationship Mapping
- Release Management
- Remote Monitoring & Management
- Reporting & Statistics
- Resource Management Software
- Self Service Portal
- Service Catalog
- Service Level Agreement (SLA) Management
- Status Tracking
- Supplier Management
- Task Management Software
- Third Party Integrations
- Ticket Management
- Workflow Configuration
- Workflow Management Software
Reviews of Freshservice
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.
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.
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.
A user-friendly all-in-one solution for the servicedesk
I am really happy I rolled out FreshService 2 months before Covid-19 forced all to work remote. We were able to support users from home ( IT was at home as well ) without issues.
FreshService contains a Solutions (knowledge-) base, users can request hard- and software like shopping online, very intuitive and user friendly
The ease to set it up : you can do it yourself without technical support. It comes with an app so it works on mobile devices as well, convenient if the laptop stops working.
You cannot change the webportal to your liking unless you have webdesign skills.
Alternatives Considered: ServiceNow Customer Service Management
Reasons for Choosing Freshservice: Costs
Switched From: TOPdesk
Reasons for Switching to Freshservice: Costs (yes, I'm Dutch..) the tool has it all and the ease of working with it.
No bang for the buck, an overpriced form submission tool that disappoints in reporting and integration
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.
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.
You can do a lot of great things with Freshservice
Comments: Complete platform for IT service management and reporting on client needs. It gives me the ability to develop material that can be provided as assistance to customers, as well as report back internally to the team and to top board management.
I appreciate that it is not only affordable, but also demonstrates a lot of value due to the fact that it comes with a lot of features considering how much it costs. FreshService is capable of competing with ServiceNow in terms of IT service management, and I am accustomed to utilizing ServiceNow.
The constraints placed on portal design, in addition to the requirement of having HTML coding skills. I have not been able to determine whether or not it is possible for us to have parent portal sites that include kid pages, and the process of developing these pages will require experience in coding.
Freshservice is the best ITSM, our users love it!
Comments: After using several ITSM tools, Freshservie deployment was very easy and it fits 100% with our needs at an affordable price.
Ticket management is great by itself but if you uses it with workflow automation it's awesome. You can configure as many user portal as you want and it was a requirement. Inventory is also great module. Project management help us not only in the helpdesk team but also in other areas of the department.
The knowledge base could be better. You can't create more than two category levels and sometimes is not enough.
Reasons for Choosing Freshservice: OTRS was very difficult to configure and sometimes you couldn't find the way to configure it to fit with your requirements. Spiceworks is for little companys.
Reasons for Switching to Freshservice: It was the best option for us.