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A complete IT service management (ITSM) tool for business

(60)

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Freshservice Pricing, Features, Reviews and Alternatives

Freshservice product overview

Price starts from

29

/user

Per month

What is Freshservice?

Freshservice is a cloud-based service desk and IT service management (ITSM) solution that currently serves more than 10000 SMB, mid-market, and enterprise customers worldwide.

Key benefits of using Freshservice

- Cloud based and ITIL Ready out of the box
- Refreshing user experience that is miles ahead of age-old service desks
- Built-in asset management capabilities to manage all kinds of digital assets
- Flexible Pricing Plans for all kinds of organizations

Typical customers

Freelancers
Small businesses
Mid size businesses
Large enterprises

Platforms supported

Web
Android
iPhone/iPad

Support options

Knowledge Base
Email/Help Desk
Chat
24/7 (Live rep)
FAQs/Forum
Phone Support

Training options

Webinars
In Person
Documentation
Live Online
Videos

Freshservice pricing information

Value for money

4.4

/5

574

Starting from

29

/user

Per month

Pricing options

Free plan
Subscription
Free trial
Pricing range

Value for money contenders

Freshservice features

Functionality

4.3

/5

574

Total features

132

23 categories

Most valued features by users

API
Third-Party Integrations
Reporting/Analytics
Access Controls/Permissions
Alerts/Notifications
Activity Dashboard
Data Import/Export
Reporting & Statistics

Functionality contenders

Freshservice users reviews

Overall Rating

4.5

/5

574

Positive reviews

94

%

Rating breakdown
  • Value for money
  • Ease of use
  • Features
  • Customer support
  • Likelihood to recommend8.57/10
Rating distribution

5

4

3

2

1

338

201

26

7

2

Pros
I love the private note feature as well, we can suggest solutions to specialists working on solving an issue before it is escalated. Something else I liked about FS is their asset management utility.
The integration with email is good, and we really like the mobile app as it gives us a far better ability to respond when away from the desk than email alerts.
The interface is extremely user friendly, ticket management is far superior to the system we were previously using and the support has been fantastic so far.
Cons
I placed 2 trouble tickets and I had my account suspended because I apparently was harassing them.
Difficult to note any dislikes on the application. Any issues we have are being considered for future upgrades.
Lack of Flexibiity to link with other products such as JIRA for example.

Overall rating contenders

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Brad T.

Application Support Manager

Higher Education, 501-1,000 employees

Review source

Overall Rating

Great Overall SASS for IT

Reviewed 4 years ago

Transcript

Brad T.: Hi, I'm Brad. I'm the application support manager in higher education and I rate Freshservice...

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Bryan S.

501-1,000 employees

Used daily for 1-2 years

Review source

Overall Rating
  • Value for money
  • Ease of use
  • Features
  • Customer support
  • Likelihood to recommend10/10

Share this review:

Great tool for tracking issues, managing assets, staying compliant

Reviewed 6 years ago

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.

Pros

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.

Cons

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.

RB
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Rob B.

Publishing, 201-500 employees

Used daily for 2+ years

Review source

Overall Rating
  • Value for money
  • Ease of use
  • Features
  • Customer support
  • Likelihood to recommend9/10

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A user-friendly all-in-one solution for the servicedesk

Reviewed 2 years ago

I am really happy I rolled out FreshService 2 months before Covid-19 forced all to work remote. We were able to support users from home ( IT was at home as well ) without issues. FreshService contains a Solutions (knowledge-) base, users can request hard- and software like shopping online, very intuitive and user friendly

Pros

The ease to set it up : you can do it yourself without technical support. It comes with an app so it works on mobile devices as well, convenient if the laptop stops working.

Cons

You cannot change the webportal to your liking unless you have webdesign skills.

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Hossam S.

Retail, 10,001+ employees

Used daily for 1-2 years

Review source

Overall Rating
  • Value for money
  • Ease of use
  • Features
  • Customer support
  • Likelihood to recommend3/10

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Hossam's Fresh Service Review

Reviewed 3 years ago

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.

Pros

We have been using fresh service for more than a year, it is ok as a ticketing system & perform the daily task

Cons

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

MC
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Marco C.

Consumer Services, 1,001-5,000 employees

Used daily for 1-2 years

Review source

Overall Rating
  • Value for money
  • Ease of use
  • Features
  • Customer support
  • Likelihood to recommend10/10

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Freshservice: Modern and Reliable Ticketing Solution

Reviewed 2 months ago
Pros

The capabilities of this ticketing solution are incredible. Freshservice is easy to use and flexible.

Cons

I do not have dislikes for Freshservice. Freshservice works so well for us.

TL
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Tom L.

Education Management, 1,001-5,000 employees

Used daily for 2+ years

Review source

Overall Rating
  • Value for money
  • Ease of use
  • Features
  • Customer support
  • Likelihood to recommend10/10

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Freshservice Review

Reviewed 3 years ago

I've really enjoyed having Frehservice in our organization. It has made my job as a manager much easier in that I can easily review team performance, post announcements for the organization, and identify trends in issues or requests.

Pros

Freshservice has been a game-changer for our organization. The service catalog and user-friendly interface has allowed our employees to improve their productivity over the past 2+ years we have had the system implemented. The customizable forms and workflow has allowed our IT department to streamline processes and improve efficiency.

Cons

I wish the reporting capabilities were more customizable. There have been a few situations where I reached out to Frehservice for support on reports I needed but found the reports were not possible. The freshservice support team told me my reporting needs would be added to the list of potential "future enhancements'.

Freshservice FAQs

Q. What type of pricing plans does Freshservice offer?

Freshservice has the following pricing plans:
Starting from: $29.00/month
Pricing model: Subscription
Free Trial: Available | (No Credit Card required)


Q. Who are the typical users of Freshservice?

Freshservice has the following typical customers:
Large Enterprises, Mid Size Business, Non Profit, Public Administrations, Small Business


Q. What languages does Freshservice support?

Freshservice supports the following languages:
French, Italian, Russian, Dutch, Portuguese, Polish, German, Swedish, Spanish, English


Q. Does Freshservice support mobile devices?

Freshservice supports the following devices:
Android, iPad, iPhone


Q. Does Freshservice offer an API?

Yes, Freshservice has an API available for use.


Q. What other apps does Freshservice integrate with?

Freshservice integrates with the following applications:
Zight (formerly CloudApp), LogMeIn Rescue, Google Analytics 360, Dropbox Business, Jira, TeamViewer Remote, Zapier, Pivotal Tracker, QuickBooks Online Advanced, Docusign, Box, FreshBooks, Microsoft Viva Engage, OpsGenie, WorkflowMax, Freshchat, Salesforce Sales Cloud, OneLogin, SugarCRM, Harvest, Slack, PagerDuty, Google Contacts, Microsoft 365, miniOrange, SurveyMonkey, Google Calendar


Q. What level of support does Freshservice offer?

Freshservice offers the following support options:
Knowledge Base, Email/Help Desk, Chat, 24/7 (Live rep), FAQs/Forum, Phone Support

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