Freshservice Reviews & Pricing

by Freshworks | Founded 2010, Chennai, India

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Overview Pricing Benefits Reviews Features

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What is Freshservice?

Industry Specialties: Serves all industries.

Freshservice is a sophisticated IT Service Management software designed to streamline and automate various IT-related tasks. It is particularly well-suited for organizations in industries such as technology, education, and healthcare, where efficient IT service management is crucial. The platform offers unique benefits like an intuitive user interface, robust automation capabilities, and seamless integration with other tools, enhancing productivity and reducing downtime. Popular features include incident management, change management, and a self-service portal, which empower users to resolve issues independently. Users often praise its ease of use and comprehensive functionality compared to similar products. Pricing details can vary based on factors like the number of users and specific needs, so it's advisable to contact SelectHub for a tailored quote. Freshservice stands out for its ability to adapt to diverse organizational needs, making it a versatile choice for businesses seeking reliable IT service management solutions.

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User Sentiment

Based on 2668 reviews:

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Freshservice Pricing

Based on our most recent analysis, Freshservice pricing starts at $19 (Per Agent, Monthly).

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Starting From: $19
Pricing Model: Per Agent, Monthly
Free Trial: Yes, Request for Free

Training Resources

Freshservice is supported with the following types of training:

Documentation
In Person
Live Online
Videos
Webinars

Support

The following support services are available for Freshservice:

Email
Phone
Chat
FAQ
Forum
Help Desk
Knowledge Base
Tickets
Training
24/7 Live Support

Freshservice Benefits and Insights

Why use Freshservice?

Key differentiators & advantages of Freshservice

Streamlined Ticketing: Freshservice automates ticket management, reducing manual workload and ensuring faster resolution times by categorizing and prioritizing requests efficiently.
Enhanced Collaboration: The platform facilitates seamless communication among IT teams, allowing for shared insights and quicker problem-solving through integrated chat and discussion features.
Improved Asset Management: With Freshservice, organizations can track and manage IT assets throughout their lifecycle, ensuring optimal utilization and minimizing downtime.
Data-Driven Insights: The software provides comprehensive analytics and reporting tools, enabling IT departments to make informed decisions based on real-time data and trends.
Scalability: Freshservice is designed to grow with your organization, offering customizable workflows and integrations that adapt to changing business needs without disruption.
Increased Productivity: By automating routine tasks and providing a centralized platform for IT operations, Freshservice allows teams to focus on strategic initiatives rather than administrative duties.
Enhanced User Experience: The intuitive interface and self-service portal empower end-users to resolve common issues independently, reducing the burden on IT staff and improving satisfaction.
Compliance and Security: Freshservice ensures adherence to industry standards and regulations, providing robust security features to protect sensitive data and maintain compliance.
Cost Efficiency: By optimizing resource allocation and reducing the need for manual intervention, Freshservice helps organizations lower operational costs and improve ROI.
Seamless Integration: The platform easily integrates with existing tools and systems, ensuring a cohesive IT ecosystem and eliminating data silos.

Industry Expertise

Freshservice is a software solution that specializes in IT service management (ITSM) and enterprise service management (ESM). It's best suited for organizations that need to manage IT requests, incidents, problems, and changes efficiently, as well as for businesses that want to streamline employee service requests across departments like HR, Finance, and Legal.

Freshservice Reviews

Average customer reviews & user sentiment summary for Freshservice:

2668 reviews

91%

of users would recommend this product

Synopsis of User Ratings and Reviews

Based on an aggregate of Freshservice reviews taken from the sources above, the following pros & cons have been curated by a SelectHub Market Analyst.

Pros

Intuitive Interface: Freshservice is known for its user-friendly design, making it easy for both technical and non-technical staff to navigate and utilize its features effectively.
Robust Automation: The platform offers strong automation capabilities, allowing businesses to streamline repetitive IT tasks, such as ticket routing and notifications, which can free up IT staff for more strategic initiatives.
Comprehensive Asset Management: Freshservice provides a centralized system for tracking and managing IT assets, including hardware and software, enabling businesses to optimize asset utilization and ensure compliance.

Cons

Reporting Limitations: Users seeking highly granular and tailored reporting may find the customization options somewhat restricted.
Mobile App Refinement Areas: While functional, there are opportunities to enhance the mobile app's user experience and feature set for greater efficiency and user satisfaction.

Researcher's Summary:

User reviews from the last year reveal that Freshservice is a breath of fresh air in the IT Service Management (ITSM) space, especially for its intuitive design and automation capabilities, which users say make it a breeze to use, even for non-techy folks. Users rave about its clean interface and find it easy to navigate, unlike some other tools that feel like they were designed by engineers for engineers. They also appreciate the automation features, which help streamline tasks like ticket routing and incident resolution, freeing up IT teams to tackle more strategic projects. One user even compared it favorably to ServiceNow, saying Freshservice delivers similar functionality at a fraction of the cost.

However, it's not all sunshine and roses. Some users point out that Freshservice's reporting customization could use some work, limiting their ability to perform in-depth analysis. The mobile app's functionality has also been a source of frustration for some, with users describing it as "clunky" and in need of improvement. Think of it like a really nice car with a frustratingly bad navigation system - it gets the job done, but not without some bumps along the way.

Overall, Freshservice seems to hit the sweet spot for organizations, particularly small to medium-sized businesses, looking for a robust yet affordable ITSM solution. It's like the reliable, affordable car of ITSM solutions - it may not have all the bells and whistles of the luxury models, but it gets you where you need to go without breaking the bank. Its user-friendly design and automation features make it a great choice for teams who are new to ITSM or who are looking to streamline their current processes. However, organizations with complex reporting needs or who rely heavily on mobile functionality may want to consider other options or wait for Freshservice to catch up.

Key Features

Notable Freshservice features include:

Incident Management: Streamline ticketing processes with automated workflows and a user-friendly interface to efficiently handle IT incidents.
Service Catalog: Offer a customizable service catalog that allows users to request services and track their status with ease.
Change Management: Implement structured change processes with approval workflows and risk assessment tools to minimize disruptions.
Asset Management: Track and manage IT assets throughout their lifecycle, from procurement to retirement, with detailed asset information.
Problem Management: Identify and resolve the root causes of incidents to prevent future occurrences, using a systematic approach.
Release Management: Plan, schedule, and control software releases to ensure smooth transitions and minimal impact on users.
Knowledge Base: Create and maintain a centralized repository of articles and FAQs to empower users with self-service options.
Self-Service Portal: Provide users with a branded portal to submit tickets, access the knowledge base, and request services independently.
Automated Workflows: Design and implement automated workflows to reduce manual tasks and improve efficiency across IT operations.
Service Level Agreements (SLAs): Define and monitor SLAs to ensure timely resolution of incidents and adherence to service commitments.
Reporting and Analytics: Generate insightful reports and dashboards to track performance metrics and make data-driven decisions.
Integration Capabilities: Seamlessly integrate with other tools and platforms, such as Slack, Microsoft Teams, and Jira, to enhance collaboration.
Mobile App: Access Freshservice on-the-go with a mobile app that allows IT teams to manage requests and incidents from anywhere.
Gamification: Motivate and engage IT teams by incorporating game-like elements, such as leaderboards and rewards, into daily tasks.
Customizable Workflows: Tailor workflows to meet specific organizational needs with a flexible and intuitive drag-and-drop interface.
AI-Powered Features: Leverage AI to predict ticket trends, automate responses, and provide intelligent suggestions for faster resolutions.
Multilingual Support: Cater to a global workforce with support for multiple languages, ensuring accessibility for diverse user bases.
Security and Compliance: Ensure data protection and compliance with industry standards through robust security features and regular audits.
Collaboration Tools: Facilitate team collaboration with integrated communication tools, enabling seamless interaction among IT staff.
Custom Fields and Forms: Capture specific information by creating custom fields and forms tailored to unique business requirements.