4.5 / 5 102 reviews

Who Uses This Software?

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

Average Ratings

102 reviews
  • 4.5 / 5
  • 4.5 / 5
    Ease of Use
  • 4.5 / 5
    Customer Service
  • 4 / 5
  • 4 / 5
    Value for Money

Product Details

  • Starting Price
  • Free Version
  • Deployment
    Installed - Mac
    Installed - Windows
  • Training
    In Person
    Live Online
  • Support
    24/7 (Live Rep)
    Business Hours

Vendor Details

  • Freshworks
  • Founded 2010

About This Software

Maintain inventory of your organization's IT and non-IT assets like contracts, hardware, software, and track asset details throughout its lifecycle with Freshservice's asset management. 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.

  • Activity Tracking
  • Alerts / Escalation
  • Approval Workflow
  • Asset Tracking
  • Assignment Management
  • Audit Management
  • Audit Trail
  • Audit Trails
  • Auto Extraction
  • Automated Routing
  • Availability Management
  • Barcoding / RFID
  • Billing & Invoicing
  • Bug Tracking
  • Buy Side (Suppliers)
  • CMDB
  • Capacity Monitoring
  • Case Management
  • Cataloging / Categorization
  • Change Calendar
  • Change Management
  • Change Planning
  • Check-in / Check-out
  • Collaboration
  • Community Forums
  • Complaint Classification
  • Completion Tracking
  • Compliance Management
  • Configuration Management
  • Contact Management
  • Content Management
  • Contract / SLA Management
  • Contract Drafting
  • Contract Management
  • Contract Templates
  • Corrective Actions (CAPA)
  • Cost Tracking
  • Customer Complaint Tracking
  • Customer Database
  • Customer Engagement Center
  • Dashboard
  • Data Management
  • Depreciation Management
  • Depreciation Tracking
  • Device Auto Discovery
  • Digital Signature
  • Discussion Boards
  • Disposal Tracking
  • Document Management
  • Escalation Management
  • Event Logs
  • FAQ
  • Feedback Management
  • Forms Management
  • Full Text Search
  • Government Contracts
  • Guided Problem Solving
  • Hardware Inventory
  • Historical Audit
  • IT Asset Management
  • IT Budgeting
  • IT Service Desk
  • IT Service Management
  • Impact Management
  • Inbox / Queue Management
  • Incident Management
  • Incident Tracking
  • Inventory Management
  • Issue Auditing
  • Issue Management
  • Issue Tracking
  • Knowledge Base
  • Knowledge Management
  • Known Issue Management
  • License Management
  • Lifecycle Management
  • Live Chat
  • Location Tracking
  • Maintenance Management
  • Milestone Tracking
  • Mobile Access
  • Multiple Brands / Products
  • Patch Management
  • Percent-Complete Tracking
  • Performance Management
  • Portfolio Management
  • Prioritization
  • Problem Management
  • Procurement Management
  • Product Roadmapping
  • Project Management
  • QR Codes
  • Quality Assurance Management
  • Recurring Issues
  • Relationship Mapping
  • Release Management
  • Remote Access
  • Remote Control
  • Requirements Management
  • Requisition Management
  • Reservations
  • Resource Management
  • Rich Text Editor
  • Risk Management
  • Routing
  • SLA Management
  • Scheduling
  • Self Service Portal
  • Self-Learning
  • Sell Side (Customers)
  • Service Catalog
  • Service Desk Management
  • Service History
  • Service Reporting
  • Social Media Monitoring
  • Software Inventory
  • Specialty Contracts
  • Status Tracking
  • Supports Agile
  • Supports Scrum
  • Survey Management
  • Surveys & Feedback
  • Task Management
  • Testing / QA Management
  • Ticket Management
  • Time & Expense Tracking
  • Training Management
  • User Activity Monitoring
  • Version Control
  • Visualization

Freshservice Latest Reviews

Automatically translated. Show original review

Feature packed ITSM which has room for improvement.

5 / 5
Ease of Use
4 / 5
Features & Functionality
5 / 5
Customer Support
4 / 5
Value for Money

Comments: Moving from a shared mailbox it has been a lot easier to manage incoming incidents and track who is working on which ticket. Being an ITIL based ITSM we can now properly track system changes and gain approval across the business based on our business processes.

Pros: Simple to use - one of the main reasons we went with FreshService was that during a trial of many other systems FreshService was by far the easiest to setup and configure. This means more time doing other projects rather than administering the helpdesk system. Powerful Automations - my trial version had the new Smart Workflow addon which made creating complex workflows very easy and simple. There is still room for improvement and some fields cannot be used in automations e.g. Impact or Urgency. Self service catlog - its a nice to have and allows easy segregation of Service Requests compared to Incidents, the custom forms are nice although would be better to dynamic i.e. drop down of all requesters for example. Branding - nice branding options and easy to use giving full access to CSS / HTML although not as easy to manipulate as ZenDesk. Self Service Portal - We haven't rolled this out to end users yet but the portal is easy to use and with the branding options can be customised. The embedded widget is also useful and can be embedded into SharePoint.

Cons: Reporting - very limited compared to some systems although improvements are on the road map. Software Assets - confusing to use as you have to track each software item as an asset, cannot easily search on what is installed on computers across the database. Again improvements coming on the road map. Dashboard is useless - current implementation of the system gives a very basic overview of the system and an activity log. We don't use it as it doesn't provide any useful information. Certain Form Fields - you cannot change the default fields or even hide them without using JavaScript, this means I have had to create custom fields to tell my agents to ignore certain fields which isn't ideal. Also the categories list is shared among tickets, our change requests differ from our incidents. SLA breaches - compared to ZenDesk it isn't as easy to see when a ticket is due to breach SLA. Currently the ticket interface only shows Resolve Due date and not response due date, the response due just appears in the main ticket view when its close to expiry. Not ideal but workable.

Automatically translated. Show original review

Feature-rich and intuitive

5 / 5
Ease of Use
4 / 5
Features & Functionality
5 / 5
Customer Support
Value for Money

Comments: We are back "with the times" compared to our previous ticket system.

Pros: The FreshService interface is pleasant and pretty intuitive to work with. We had been using a different ticket system for more than a decade. Nonetheless, the switch to FreshService was relatively smooth for the whole team. I think the major reason is that the interface feels rather natural or comfortable to work with. The same kind of intuitiveness is also seen under the hood (Admin panel), which is where a lot of other systems fall short. Even though Fresh Service packs a ton of features under the hood, you are not battling against a maze of intertwined difficult-to-manage configurations. I personally don't need to do a lot of changes in the configuration (I'm rather the "backup" for those kind of things), but when I do, it doesn't take me too long to find out where I need to adapt what setting. I had to contact Fresh Service support a few times and so far always got a satisfactory reply in a decent reply time.

Cons: With all of the above said, it also lacks some features you could see as "basic" or "take for granted" here and there. Agents can't configure an "out-of-office" period themselves.
There's no possibility to set up a custom dashboard per agent.
My major pet peeve is the text editor, which options are very limited (can't send a reply with a paragraph in fixed with font, can't edit the source ...) and which sometimes behaves unexpectedly (some odd behaviour with linebreaks, weird cursor position when pasting text ...)
And finally, while there is integration with Jira, I have the feeling it tends to break quite easily. We've probably had it more half- or not-working-at-all than working as it should. This makes it unreliable, requires manual effort and follow-up and really undoes the usefulness of having integration at all.