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Q. Who are the typical users of Freshservice?
Q. What languages does Freshservice support?
Q. Does Freshservice support mobile devices?
Q. What other apps does Freshservice integrate with?
Freshservice integrates with the following applications:
Zight (formerly CloudApp), Rescue, Google Analytics 360, Dropbox Business, Jira, TeamViewer, Zapier, Pivotal Tracker, QuickBooks Online Advanced, DocuSign, Box, FreshBooks, Yammer, OpsGenie, WorkflowMax, Freshchat, Salesforce Sales Cloud, OneLogin, SugarCRM, Harvest, Slack, PagerDuty, Google Contacts, Microsoft 365, miniOrange, SurveyMonkey, Google Calendar
Typical customers
Platforms supported
Support options
Training options
Starting from
29
/user
Per month
Starting from
99
/user
Per month
Overall Rating
4.5
/5
530
Positive reviews
314
183
25
7
1
Brad T.
Application Support Manager
Higher Education, 501-1,000 employees
Review source
Transcript
Brad T.: Hi, I'm Brad. I'm the application support manager in higher education and I rate Freshservice...
Bryan S.
501-1,000 employees
Used daily for 1-2 years
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It allowed us to determine the number of IT staff needed to support a growing company. It also allowed us to track changes for SOC II compliance.
FreshService is a simple to use system that has allowed us to manage IT issues, assets, and changes within a quickly growing company. Prior to the implementation of FreshService we were unable to appropriately identify our staffing needs or areas of concern due to the lack of ability to track issues across the entire organization. With FreshService implemented we're now able to put metrics to the volume of support our team provides to the company. We're tracking assets across multiple states. And we're tracking changes within our environment for SOC II compliance.
I wish there were some built-in features which made viewing issues by Location easier. Currently, it appears that Locations can be linked to Requesters which implies issues by Location. However, it would be ideal to be able to quickly see and change the Location the issue is occurring. This would lead to reporting mechanisms that would allow us to see which Locations have the highest number of issues.
Chris M.
Civil Engineering, 201-500 employees
Used daily for 2+ years
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We've been using Freshservice since 2020. It is our primary IT helpdesk ticketing system. Setup was fairly painless, and their support team has been great. We have developed HR/IT onboarding requests, though we'd like to see some more customization there. Asset Management was originally purchased, but we have since dropped it completely. The knowledge base will only be as good as you make it through content updates and documentation efforts.
Very easy to use and manage for IT admins, and very easy for staff to pick up and use. Lots of additional modules you can add into your console depending on the level of subscription. Highly customizable, though some frustrating restrictions show up from time to time. Support is pretty solid and quick to respond. Lots of free and paid add ons for quality of life improvements available. Active Directory integration works well, as does leveraging our SSO/MFA via Azure.
Some of the modules are pretty half-baked. On paper they look awesome, but in real world use, they are frustrating or unusable (Asset Management was a module that we dropped after a year and moved to a different platform)
Hossam S.
Retail, 10,001+ employees
Used daily for 1-2 years
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The overall experience is not that pleasant, it can perform the daily tasks, but not powerful & complicated to use, and doesn't have the customization features of creating our own dashboard in an easily manner.
We have been using fresh service for more than a year, it is ok as a ticketing system & perform the daily task
It is a complicated system compared to the other one we have been using, we had a problem generating the Team's ticketing report to do the yearly appraisal, so it has failed us in one of the most important yearly assessments, so it is either the Admin knowledge or the system has issues, but in both cases it is a bad experience, unlike other systems we were using
Eliane K.
Performing Arts, 1-10 employees
Used daily for 1-2 years
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1-Users like Freshservice's ability to automate many tasks, which saves time and improves IT team productivity. They also like the advanced reporting and analytics capabilities, which allow them to track their help desk performance and make informed decisions to improve efficiency.2-However, some users have reported issues with cost overhead and limited customization, although this depends on the specific needs of each company. Overall, Freshservice is a reliable and popular solution for IT help desk management and is appreciated by many users.
1- Freshservice is highly regarded for its ease of use, user-friendly interface and ability to centrally manage support tickets, service requests and technical issues. It also offers features such as IT asset management, change management, issue management, and release management that help IT teams effectively manage their processes and workflows.2- Finally, Freshservice offers a full range of reporting and analytics capabilities, which allow IT teams to track their help desk performance and make informed decisions to improve efficiency.
1- Some critics point to the relatively high cost of Freshservice compared to other similar solutions on the market. Although Freshservice offers superior functionality, some users may find the prices prohibitive for their budget.2- Other criticisms include Freshservice's limited customization features. While the interface is easy to use, some users would like more flexibility to customize their work experience.3- some users have mentioned stability issues and slow response times for certain features. While these problems are rare, their team can affect IT productivity when they occur.
David V.
Education Management, 201-500 employees
Used daily for 1-2 years
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Over the course of a couple of years, we struggled to find the right ITSM solution that keeps it friendly for our end users to report issues while providing powerful tools for administrators to be ahead of the curve. FreshService brought a lot more than ITSM to the table. FreshService brings features for IT Operations, such as Service monitoring or alerts, to Asset management that integrates with our MDM solution—making the switch to FreshService has been easy, and adopting new best practices to provide an even better experience overall.
The biggest pro that FreshService brings to our organization is having a single pane of glass for all the information I need. From keeping track of incoming tickets into the system to monitoring important assets, FreshService has made it easy and simple to move into the product.
I feel that if I name any feature here that I don't like, the next month, they will have an update to make it better. That being said, because they are fast moving forward, that can interfere with workflows or automation you have in place since they introduce new ways to do "X Y Z," but it retires "A B C" in the process.