osTicket is an open source help desk management solution that offers ticket management and IT asset management within a...
Learn more
Software Advice offers objective, independent research and verified user reviews. We may earn a referral fee when you visit a vendor through our links.
Learn more
About Freshservice
Freshservice is a cloud-based IT Help Desk and service management solution that enables organizations to simplify their IT operations. The solution offers features that include a ticketing system, self-service portal and knowledge-base. The solution also provides a mobile app for iOS and Android that allows IT administrators to service requests remotely.
Freshservice provides ITIL-ready components that help administrators manage assets, incidents, problems, change and releases. The Asset Management component helps organizations exercise control over their IT assets. Software/ hardware assets can be added, tagged, tracked and delinked, ensuring asset visibility and awareness.
Freshservice also offers gamification module called "Arcade". This module enables IT agents to score points and gamify IT related tasks. The solution allows administrators to generate pre-defined reports for incidents and changes using various filters.
Freshservice can be integrated with third-party apps for managing the service desk.
Freshservice is available on an annual subscription basis that includes support via email and phone.
Freshservice pricing
Freshservice does not have a free version but does offer a free trial. Freshservice paid version starts at USD 29.00/month.
Starting Price:
USD 29.00/month
See pricing details
Free Version:
No
Free trial:
Alternatives to Freshservice
Kayako is a cloud-based customer support platform that integrates various support channels such as email, live chat and...
Learn more
ManageEngine Desktop Central is a mobile device management (MDM) solution designed to help businesses automate, secure,...
Learn more
Autotask PSA is an IT business management platform consisting of a service desk, project management, account management,...
Learn more
JitBit Helpdesk is an IT help desk management solution designed for companies of any size that offers automated...
Learn more
Microsoft Dynamics 365 is a cloud-based CRM ecosystem for small, medium and enterprise organizations, with a focus on...
Learn more
Freshservice Reviews
Feature rating
5 reviews of 594
View all reviews
Lillian
- Industry: Hospital & Health Care
- Company size: 10,000+ Employees
- Used Daily for 1+ year
-
Review Source
4
Reviewed on 07/08/2023
Freshservice is a top-notch help desk solution
I use Freshservice to stay on top of my workload and respond quickly to any incidents that arise, most of which are related to technology at the company where I work.
Pros
The best thing about Freshservice is how simple and straightforward it is to use, both for end users and for the system administrator. Even first-time users will have no trouble grasping and implementing workflows because to the intuitive nature of the UI.
Cons
Since I use Freshservice on a daily basis for both my job and my company, and since it is so intuitive and simple to operate, I really can't think of anything bad to say about it.
Jake
- Industry: Food Production
- Company size: 51–200 Employees
- Used Daily for 1-5 months
-
Review Source
4
Reviewed on 21/10/2024
Freshservice Rocks
Overall, Freshservice is an incredible tool that helps simplify a lot of tasks related to ITSM. It still needs a bit more in terms of features, which I know the developers are constantly working on, and then it would be a 10/10.
Pros
Very customizable, support was fantastic and the pricing is good. Development team is still actively pushing out new updates all the time
Cons
Still missing features that would be useful.
Reasons for Choosing Freshservice
Using an old version of EasyVista, we needed to upgrade and we made a comparison between a few products and decided upon Freshservice.Switched From
EV Service ManagerReasons for Switching to Freshservice
We found that the price and services fit the company better.
Colter
- Industry: Automotive
- Company size: 501–1,000 Employees
- Used Daily for 1+ year
-
Review Source
3
Reviewed on 09/12/2024
Fix Scheduled Workflows
There are some minor quirks about the platform, but it mostly does what it claims.
Pros
Ticket tracking and management is very good; I like the ability to merge tickets.
Cons
The scheduled workflows have been completely non-operational since we have begun using Freshservice.
Reasons for Switching to Freshservice
Freshservice was the cheapest option with the features that we needed in a ticketing system.
Ashton
- Industry: Transportation/Trucking/Railroad
- Company size: 501–1,000 Employees
- Used Daily for 1+ year
-
Review Source
4
Reviewed on 05/09/2024
A pretty solid tool for managing tickets
Freshservice, in comparison to the old system we used for tickets, is great. Lots of tools to manage tickets faster. Only issue I've had is with how they made changes to how tickets get get updated. Tickets used to have a "x ticket(s) updated" prompt you could click on, but now you have to refresh to see changes. Also, an option to turn off pop-up notifications under the "get help" window would be nice. I often find those confusing when my tabs have a 1 by them and it isn't for a ticket.
Pros
Freshservice has lots of features and tools to make managing tickets easy.
Cons
Some small bugs/performance issues have been around since my company has been using them (over a year now)
Destiny
- Industry: Construction
- Company size: 201–500 Employees
- Used Daily for 2+ years
-
Review Source
5
Reviewed on 25/11/2024
Most Comprehensible Ticketing System
FreshDesk is the first and only ticketing system our company is utilizing and it has made handling user requests so much easier. The workflow feature helps to easily divide tasks between IT staff.
Pros
Freshservice really streamlines both the end user and IT experience. Even the least advanced users find it easy to submit tickets, and the layout is simple and comprehensible. The leaderboard and achievements features allow IT staff to evenly distribute workload as well as give users an incentive.
Cons
I have no dissatisfaction to report with Freshservice.
