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Freshservice description
Freshservice is a cloud-based IT management software designed for mid-sized to large businesses. It offers a range of tools to streamline IT services, such as help desk ticketing, asset management, incident and problem tracking, and knowledge management. Freshservice aims to simplify IT operations and improve efficiency through automation and AI-powered insights. It boasts a user-friendly interface, making it easy for teams to adopt and use.
Who is Freshservice best for
Freshservice is best suited for mid-sized to large businesses in industries such as healthcare, finance, and education seeking to streamline their IT operations. Users praise Freshservice for its intuitive interface, automated workflows, and efficient onboarding tools. However, potential customers should consider user feedback regarding challenges with customer support responsiveness and reporting limitations.
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Ideal for mid-sized to large businesses.
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A good fit for industries like Healthcare, Finance, and Education.
Freshservice features
| Supported Freshservice allows tracking software licenses and ensures compliance. |
| Supported Freshservice provides a knowledge base for IT and customer service. |
| Supported Freshservice allows users to build custom workflows to automate IT tasks. |
| Supported Users can submit tickets through the self-service portal. |
| Supported Users can track submitted tickets and receive updates. |
| Supported Freshservice can create tickets from emails and send notifications. |
| Supported Freshservice supports hardware inventory tracking and management. |
We evaluate the sentiment that users express about non-functional aspects of the software
Value and Pricing Transparency
Customer Service
Ease of Use
Reliability and Performance
Ease of Implementation
Freshservice reviews
We've summarised 1711 Freshservice reviews (Freshservice GetApp reviews, Freshservice Software Advice reviews, Freshservice Capterra reviews and Freshservice G2 reviews) and summarised the main points below.
- Intuitive and user-friendly interface praised for its ease of use.
- Automated workflows contribute to significant reductions in resolution times.
- Onboarding and offboarding web forms are highly appreciated.
- The "Canned Responses" feature streamlines responses and improves agent efficiency.
- Feature requests often disappear into a void with no follow-up from support.
- Difficult to get timely support, requiring scheduled calls that can be a day later.
- Reporting features are underdeveloped and lack the ability to generate reports against contract numbers.
- Documentation and configuration instructions are outdated and do not reflect the current Freshservice environment.
Freshservice pricing
The commentary is based on 140 reviews from Freshservice Capterra reviews, Freshservice G2 reviews, Freshservice GetApp reviews and Freshservice Software Advice reviews.
Freshservice consistently receives praise for its robust features and reasonable pricing, particularly for small and medium-sized businesses. Users highlight its cost-effectiveness compared to competitors like Zendesk and ConnectWise, making it an attractive option for budget-conscious IT teams. However, some users express that higher-tier plans, while offering expanded features, can be expensive.
Users sentiment
See the Freshservice pricing page.
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Freshservice has a free plan.
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Freshservice has a free trial.
Free
Shared inbox, team collaboration via threads, and an integrated knowledge base for seamless and efficient customer service.
Growth
Everything in Free plus reports, real-time dashboards, automation, and customer portal for comprehensive and efficient service management.
Pro
Everything in Growth plus customized support portals, custom objects, advanced ticketing, custom reporting, and different routing mechanisms.
Enterprise
Everything in Pro plus audit logs, approval workflows, skills-based assignments, additional security features, and more
Freshservice alternatives
SysAidBetter fit for mid-sized companies with existing ITIL processes. Has broader industry applicability. More focused on internal IT support.Read more
DeskDirectorBetter for internal teams and managed service providers. Has significantly more momentum based on employee growth. A Freshservice competitor and alternative.Read more
AteraBetter fit for smaller businesses and MSPs. Grows faster than Freshservice. Offers a per-technician pricing model.Read more
Motadata ServiceOpsBetter customer support. Higher ratings on G2 and Capterra. More suitable for Finance, Banking & Insurance, Software, IT & Telecommunications, and Transportation & Logistics. Built-in automation and AI features.Read more
Jira Service ManagementBetter for internal team collaboration and reporting. Steeper learning curve and less user-friendly. Pricing is considered less transparent. Jira Service Management is a Freshservice alternative.Read more
4meBetter for collaboration between internal teams and external service providers. Higher ratings on G2 and Capterra. Positive pricing sentiment. More suitable for larger enterprises.Read more
Freshservice FAQ
What is Freshservice and what does Freshservice do?
Freshservice is a cloud-based IT management software suitable for businesses of various sizes. It provides a suite of tools like help desk ticketing, asset management, and incident tracking to streamline IT operations. Freshservice aims to enhance efficiency and simplify IT processes through automation and a user-friendly interface.
How does Freshservice integrate with other tools?
Freshservice integrates with various tools through its marketplace, offering pre-built integrations with popular platforms like Slack, Microsoft Teams, and Jira. It also supports custom integrations through APIs.
What the main competitors of Freshservice?
Freshservice competitors include Jira Service Management, Zendesk Support Suite, Atera, and Motadata ServiceOps. These alternatives offer IT management solutions such as help desk ticketing, asset management, and IT service automation.
Is Freshservice legit?
Yes, Freshservice is a legitimate and widely used IT management software. It's considered safe and reliable by many users, as evidenced by its positive reviews on platforms like G2 and Capterra.
How much does Freshservice cost?
Freshservice offers a Free plan, a Growth plan for $15 per agent/month, a Pro plan for $49 per agent/month, and an Enterprise plan for $79 per agent/month. They also have add-ons like Freddy AI starting at $100 per 1,000 sessions.
Is Freshservice customer service good?
Based on the reviews, Freshservice customer support receives mixed feedback. While many users praise the responsiveness and helpfulness of the support team, others express frustration with slow response times and the need to schedule calls for assistance, sometimes resulting in delays.
Reviewed by
Michal has worked at startups for many years and writes about topics relating to software selection and IT management. As a former consultant for Bain, a business advisory company, he also knows how to understand needs of any business and find solutions to its problems.
Tymon is a seasoned CTO who loves finding the perfect tools for any task. He recently headed up the tech department at Batmaid, a well-known Swiss company, where he managed about 60 software purchases, including CX, HR, Payroll, Marketing automation and various developer tools.