Freshservice ServiceDesk Pricing, Features, Reviews & Comparison of Alternatives

Freshservice ServiceDesk Reviews

Freshservice ServiceDesk

A complete IT Service Management Tool for your Business

4.27/5 (35 reviews)
6,951     1,064

Freshservice is a cloud-based service desk and takes a fresh approach towards ITIL. It puts a refreshing user interface on top of robust ticketing and asset management capabilities. It is ready to go out-of-the-box and can be setup in a matter of minutes unlike other solutions in the market.

Freshservice ServiceDesk Reviews (35)

Latest reviews

 Great support and commitment to customer driven enhancements!

Our nonprofit managed services organization converted to FreshService on June 6th of last year (2016). The setup process was straightforward and not terribly resource intensive. The standard reporting is exceptional and they just recently added a custom report and scheduling capability. We made ...

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Reviewed 7th of February by Mark Whitmire

 

 Love that it's online

Being up to date with software like this is important, so making the switch to online assistance was a good move on our part. I recommend this to any companies that need sleek, technical software and find more internet oriented ones useful like mine.

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Reviewed 5th of December, 2016 by Pamela Campbell

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Freshservice ServiceDesk Pricing

Pricing model: Freemium, Subscription

Free Trial: Available (No Credit Card required)

You can select out of 4 flexible plans:

Sprout - $0 - FREE up to 3 agents and up to 100 assets.

Blossom - $29/agent/month.

Garden - $49/agent/month.

Estate - $79/agent/month.

For Blossom, Garden and Estate Plans, you can purchase additional assets at 20 cents/asset/month.

View Pricing Plans

Key Features of Freshservice ServiceDesk

  • Incident Management
  • Problem Management
  • Change Management
  • Release Management
  • Asset Management & Asset Discovery
  • Issue Tracking
  • Ticketing System
  • Knowledge Base
  • Self Service Portal
  • Service Desk Automations
  • Multiple Languages
  • Multiple Time Zones
  • Satisfaction Survey
  • Gamification
  • Automatic Ticket Assignment
  • Service Catalogue
  • REST API
  • Out-of-the-box Reporting
  • Full CSS Rebranding
  • Product Catalogue

Freshservice ServiceDesk Screenshots (10)

Freshservice ServiceDesk screenshot: Admin DashboardFreshservice ServiceDesk screenshot: Asset ManagementFreshservice ServiceDesk screenshot: Change ManagementFreshservice ServiceDesk screenshot: CMDBFreshservice ServiceDesk screenshot: Dashboard HomeFreshservice ServiceDesk screenshot: Problem ManagementFreshservice ServiceDesk screenshot: Release ManagementFreshservice ServiceDesk screenshot: Service CatalogFreshservice ServiceDesk screenshot: Ticketing InterfaceFreshservice ServiceDesk screenshot: Change Management and Approval Boards

Specifications

Intended Users
Large Enterprises, Mid Size Business, Non Profits, Public Administrations, Small Business
Devices Supported
Android, iPhone-iPad, iPhone, iPad, Web-based
Supported Countries
Asia, Australia, Brazil, Canada, China, Europe, Germany, India, Japan, Latin America, Mexico, Middle-East and Africa, United Kingdom, United States
Supported Languages
Dutch, English, French, German, Italian, Polish, Portuguese, Russian, Spanish, Swedish
Support Options
FAQs, Forum, Knowledge Base, Online Support, Phone Support, Video Tutorials

Alternatives to Freshservice ServiceDesk

Benefits

- 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

Who is Freshservice ServiceDesk For?



Developed for businesses of all sizes, Freshservice is aimed at organizations that are in the midst of expansion. One of the benefits of Freshservice is that the solution scales with its users. The platform itself is typically used by IT admins, along with technicians and managers.

Read the full GetApp Analysis

Videos

Freshservice ServiceDesk Category Leaders

Reviews
Integrations
Mobile
Media
Security

#7 in IT Service Management (ITSM)

View full ranking
57
13
18
18
8

GetApp’s ranking highlights the top 25 apps in different categories on GetApp. If an app is listed in more than one category, it has the potential to be ranked in each of these categories. The ranking is independent of any commercial campaign an app vendor has with GetApp. The ranking is based on 5 data points, each scored out of 20: reviews, integrations, mobile apps, media presence, and security.

Mark Whitmire

Great support and commitment to customer driven enhancements!

07/02/2017

Our nonprofit managed services organization converted to FreshService on June 6th of last year (2016). The setup process was straightforward and not terribly resource intensive. The standard reporting is exceptional and they just recently added a custom report and scheduling capability. We made the change because our previous vendor was not investing in their solution. That is not the case with FreshService. The product is updated regularly and some of those have resulted from our requests. I would highly recommend this solution for any internal or managed services IT organization.

Pros

The standard set of reports is exceptional as compared to our previous product and other products we have looked at. These reports provide quantitative measures of staff productivity, SLA compliance, ticket flow, and customer satisfaction.

Cons

This is not really a con but it would be terrific if the product included a customer facing performance dashboard allowing the customer to view performance metrics at their leisure. This feature would drive a level of transparency valued by many internal and external clients.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: 6-12 months

Frequency of use: Daily

Likelihood to recommend

8/10

Recommendations to others considering Freshservice ServiceDesk

I would highly recommend consideration of this product for any organization considering a change of service desk solutions.

Source: Capterra
Helpful?   Yes   No
Read more
Pamela Campbell

Love that it's online

05/12/2016

Being up to date with software like this is important, so making the switch to online assistance was a good move on our part. I recommend this to any companies that need sleek, technical software and find more internet oriented ones useful like mine.

Rating breakdown

Value for money
Ease of use
Features
Customer support
Source: Capterra
Helpful?   Yes   No
Read more
Claudio Anciaes

ITSM Tool for PME and why not to giant Companys?

01/12/2016

We implemented freshservice since 2015 and this tool is what we needed ! It took us just 2 months to have it Go Live for our 500 users in the head office and foreign offices. All is already implemented to have full ITIL processes and CMDB management inside. The plus that we are now thinking to implement is the budget and provider assessments. Claudio Anciaes IT Service Delivery Manager Engie E&P International

Pros

Fresh Itil view. Easy to handle and implement. Full of quick wins.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: 1-2 years

Frequency of use: Daily

Likelihood to recommend

10/10
Source: Capterra
Helpful?   Yes   No
Read more
Clay Long

A good ITIL solution for your money

27/11/2016

Freshservice has all the tools you need to start your Help Desk up from the get go. It took near hours to setup the portal and a few weeks of testing triggers for worklfows. There are other integrations available that could expand FreshService use beyond what it currently does well today. Overall my organization is extremely satisfied with this tool and for the ease of use , cost and support is bar none to best product for your buck.

Rating breakdown

Value for money
Ease of use
Features
Customer support
Source: Capterra
Helpful?   Yes   No
Read more
Daniel Shay

From Stale to Fresh

11/11/2016

We were using an outdated ticketing system, which was great when first deployed, but was past its prime. We checked out many different systems, but ending up going with Freshservice. Since then, we have had an increase in productivity and great feedback from our users.

Rating breakdown

Value for money
Ease of use
Features
Customer support
Source: Capterra
Helpful?   Yes   No
Read more
Irfan Siddiqui

Freshservice has greatly improved our helpdesk workflow.

09/11/2016

Before Freshservice we were using an email based workflow for help desk, needless to say it was difficult to keep track of tasks and escalation. We looked at three different SaaS solution for helpdesk and decided to move forward with FreshService. Key differentiator for us were: - Ease of deployment and use. - Simple workflow that we can adapt to our needs. - Great customer service. Freshservice was leader in all three categories.

Rating breakdown

Value for money
Ease of use
Features
Customer support
Source: Capterra
Helpful?   Yes   No
Read more
Gabriel Lawrence

I can't believe what they give away free!

13/10/2016

We needed something quite simple, but Freshdesk has loads of features, and their free version is very generous. Their apps work well as well as the web app. I highly recommend the it for use as a helpdesk.

Pros

Price, simplicity of the UI, features

Cons

Haven't found any yet.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: 6-12 months

Frequency of use: Weekly

Likelihood to recommend

10/10
Source: Capterra
Helpful?   Yes   No
Read more
Bob Spooner

FreshService

06/10/2016

No good, not very flexible. Little dev assistance for customization. Out of the box it works great but cant scale for enterprise.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: 1-2 years

Frequency of use: Daily

Likelihood to recommend

4/10
Source: Capterra
Helpful?   Yes   No
Read more
Mihiran Fonseka

Very poor in terms of support

27/06/2016

A great product. But very poor in support. What is promised was not delivered. Reporting is very poor.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: 1-2 years

Frequency of use: Daily

Likelihood to recommend

2/10

Recommendations to others considering Freshservice ServiceDesk

Very poor after sales support

Source: Capterra
Helpful?   Yes   No
Read more
Stephen Joyce

Exactly what I was after

21/03/2016

Pros

Simple to set up and get going. Ability to track the lifecycle of many assets natively was a non-negotiable feature, and Fresh Service had this ability. I need to track the location and ownership of 1100+ physical assets and if they are sent out for repair via a 3rd party. The ticketing is fully customisable, with added fields and asset types. It also integrates nicely with Azure AD.

Cons

There a couple of small things missing - like the ability to change notifications of expiring assets to be more than 90 days. Sometimes assets need a long lead time for their replacement.

Rating breakdown

Ease of use
Features
Customer support

Time used: 6-12 months

Likelihood to recommend

10/10

Recommendations to others considering Freshservice ServiceDesk

Check out the asset and contract tracking. And also the completeness of ITIL. It is more than "just another ticketing system", and it is extremely cost effective. It is cloud based, has iPad, iPhone and Android apps. Integrates well with other systems, and the support has been great.

Source: Software Advice
Helpful?   Yes   No
Read more

GetApp Analysis

Are you an IT Admin that’s tired of handling the monotonous routines in your service desk? Well, then here’s a software that you can look for relief. Freshservice is a simple yet powerful ITIL solution that not only automates your IT tasks but is also fun to use. The cloud-based solution comes with advanced ticketing and asset management capabilities bundled in an intuitive User Interface that’s super easy to use, right from start.

With core functionalities like incident, problem, change, service catalog, release and asset management, Freshservice has been able to position itself as a go-to resource for businesses of all sizes, looking to provide excellent service to their customers and inside teams.

What is Freshservice ServiceDesk?

Freshservice is a cloud-based ITIL service desk that replaces most ITSM tools. A plug-and-play application, Freshservice allows IT admins to track and manage the assets owned by their organizations. Using Freshservice, admins are also able to create product configurations and inventory lists to identify the impact of assets like software licenses, hardware, and even laptops and servers.

Having a robust ITIL service desk enables companies to run more efficiently, and it ensures that important assets aren’t misplaced or mismanaged. Additionally, Freshservice offers automation features that organizations are able to use to speed up workflows. Rather than spending hours assigning, categorizing, and prioritizing tickets each day, admins can sit back while tickets assign, categorize, and prioritize themselves. Admins can also trigger specific actions for important events, like sending an email notification whenever a ticket is re-opened.

Main Features

Asset Management

Freshservice’s asset management tools help administrators keep track of everything from Ethernet cables to print cartridges. Tracking the location and status of each asset makes it easier for admins to distribute these assets immediately when the need arises.

Rather than requiring you to manually upload new assets to the system, Freshservice handles the process automatically. The solution’s discovery probe automatically updates newly-added assets and fills out forms based on the data entered about similar assets in the past. The solution also organizes hardware, software licenses, network infrastructure, and consumables in one place.

Incident Management

Freshservice’s incident management module includes features that enable admins to pick up tickets, delegate tasks, and organize problems into separate buckets. At the heart of the incident management feature is a powerful ticketing solution. Service requests are never misplaced, and conversations never fall through the cracks.

The next time an employee has a problem—for example, maybe his printer isn’t working—have the person to submit an incident request to your support desk. You can prioritize the ticket and assign it to an admin who is qualified to help with the issue, and you can also add notes to remind yourself about the status of the incident. Freshservice even offers tools that you can use to track the time you’ve spent working on a specific incident or request.

Problem Management

Individual incidents are often related to larger problems within an organization. Freshservice lets you tie the two things together. For example, you could link an individual incident like an employee’s email login difficulty with a larger problem, like an email server outage.

Within the problem management module, you’ll see a complete timeline of every activity related to the problem. This timeline can be reviewed by multiple people, which means admins aren’t working in silos as they rush to fix the issues slowing down their organizations. Permanent solutions or temporary workarounds can be attached to specific problems, expediting the resolution process if the problem ever arises again in the future.

Change Management

Freshservice provides a number of tools built to improve the lives of change managers and change technicians. Using Freshservice, these professionals can track changes, research linked problems, and formulate detailed plans for how they are going to implement the release of company-wide updates in an organized fashion.

Improve your chances of a successful rollout with thorough planning. Freshservice provides you with a place to analyze risks before changes go into place. You can also implement custom workflows and a detailed approvals process to collect as much feedback from superiors as possible before moving forward with controversial plans.

Knowledge Base

Decrease the workload you face as a service desk agent by developing a knowledge base. By uploading FAQs and articles that detail how users can resolve their own common issues, you are helping people to help themselves.

Instead of sitting down and creating a massive knowledge base all at once, Freshservice provides users with tools for updating their knowledge bases on the fly. Convert support solutions into knowledge base articles without leaving the ticket view. You can also use tags and folders to keep articles organized as your knowledge base grows.

SLA Management

Service Level Management (SLA) is a key functionality of any help desk. Freshservice aims to streamline the user experience and reduce time to resolution with the ability to set custom service levels for specific users.

The SLA Management feature allows IT members to sort users, and their associated service levels, by source, product or specific user group. This means they can ensure that priority user problems are dealt with in the right order.

Gamification

Add more fun into your job with Freshservice's gamification tool. With integrated game mechanic, team leaders and managers can keep their teams motivated and incentivized. Through this tool, each support ticket becomes an opportunity to climb the leaderboard.

Freshservice Arcade turns everyday tasks into game-like missions, create Quests to ensure top priority tasks get done in a more timely fashion. Various badges are rewarded to the best performing agents and proudly displayed on their help desk profiles.

Release Management

Freshservice aims to simplify the jobs of operations teams and the reduce the headaches associated with rolling out changes with the Release Management tool. All changes can be linked together and scheduled at the same time prior to a release, this ensures all possible changes are accounted for and nothing falls through the cracks.

Release Management in Freshservice allows you to backtrack all changes that have been added to a release. The system then automatically sends out notifications to those who have requested the chnages as soon as these changes are rolled out.

Mobile App

Freshservice's mobile service desk app allows agents to do their jobs from any location. Agents can manage tickets, resolve issues, track assets, provide services and change requests from their mobile devices. Furthermore, the mobile app enables users to get the support they need through their iPhone and Android devices.

The Freshservice mobile app serves users, agents, technicians and managers alike. Managers can use the app to assign tasks and track your teams work, agents can handle priority tickets on-the-go and customers can access self-service tools using the Solutions tab.

Integrations

Freshservice offers native integrations with popular web-based services including FreshBooks, Atlassian JIRA, and LogMeIn Rescue.

Pricing

Freshservice offers four levels of pricing plans, starting with a free plan for companies with up to three agents and up to 100 assets. At the other end of the pricing spectrum, businesses can select the Estate plan at $99 per agent, per month, billed annually.

Bottom Line

  • Cloud-based ITIL service desk solution

  • Automates IT tasks and provides ticketing and asset management capabilities

  • Core functionalities include incident, problem, change, release and asset management

  • Go-to resource for companies looking to provide excellent customer service

  • Developed for businesses of all sizes

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