Freshservice ServiceDesk Software Pricing & Features

Freshservice ServiceDesk

A complete IT service management (ITSM) tool for business

4.53/5 (333 reviews)

Freshservice ServiceDesk overview

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.

Freshservice is designed, using ITIL best practice, to help IT organizations to focus on what’s most important – exceptional service delivery and customer satisfaction. In addition to supporting their service desk and ITSM needs, these customers choose Freshservice based on ease to use, speed of setup, customer service, and affordability.

Freshservice has an intuitive UI, is effortlessly configurable and customisable to meet customers’ exact requirements, and is easily integrated with other business and IT systems. Native integrations with a number of popular cloud services such as Google Apps, Dropbox, AWS, and Bomgar also speed up deployment and reach.

Freshservice is part of the Freshworks product family, whose flagship product is the leading customer support solution Freshdesk – with more than 100000 customers worldwide, including Cisco, Honda, 3M, The Atlantic, and QuizUp.

Pricing

Starting from
$19/month
Pricing options
Free trial
Subscription
Value for money
View Pricing Plans

Devices

Business size

S
M
L

Markets

United States, Asia, Australia, Brazil, Canada and 9 other markets, China, Europe, Germany, India, Japan, Latin America, Mexico, Middle-East and Africa, United Kingdom

Supported languages

Dutch, English, French, German, Italian and 5 other languages, Polish, Portuguese, Russian, Spanish, Swedish
Freshservice ServiceDesk screenshotWhat is Freshservice?Freshservice ServiceDesk screenshotFreshservice ServiceDesk screenshotFreshservice ServiceDesk screenshotFreshservice ServiceDesk screenshotFreshservice ServiceDesk screenshotFreshservice ServiceDesk screenshotFreshservice ServiceDesk screenshotFreshservice ServiceDesk screenshotFreshservice ServiceDesk screenshotFreshservice ServiceDesk screenshotFreshservice ServiceDesk screenshotFreshservice DemoAsset Management in FreshserviceService Catalog in FreshserviceChange Management in FreshserviceIncident Management in FreshserviceProblem Management in Freshservice

Freshservice ServiceDesk reviews

Value for money
Features
Ease of use
Customer support
  4.5
  4.3
  4.6
  4.7
Dave Parkinson

Feature packed ITSM which has room for improvement.

Used daily for less than 6 months
Reviewed 2018-03-12
Review Source: Capterra

Moving from a shared mailbox it has been a lot easier to manage incoming incidents and track who is working on which ticket. Being an ITIL based ITSM we can now properly track system changes and gain approval across the business based on our business processes.Simple to use - one of the main reasons we went with FreshService was that during a trial of many other systems FreshService was by far the easiest to setup and configure. This means more time doing other projects rather than administering the helpdesk system. Powerful Automations - my trial version had the new Smart Workflow addon which made creating complex workflows very easy and simple. There is still room for improvement and some fields cannot be used in automations e.g. Impact or Urgency. Self service catlog - its a nice to have and allows easy segregation of Service Requests compared to Incidents, the custom forms are nice although would be better to dynamic i.e. drop down of all requesters for example. Branding - nice branding options and easy to use giving full access to CSS / HTML although not as easy to manipulate as ZenDesk. Self Service Portal - We haven't rolled this out to end users yet but the portal is easy to use and with the branding options can be customised. The embedded widget is also useful and can be embedded into SharePoint.

Read the full review


Freshservice ServiceDesk

A complete IT service management (ITSM) tool for business

Anonymous

Feature-rich and intuitive

Used daily for 6-12 months
Reviewed 2018-02-27
Review Source: Capterra

We are back "with the times" compared to our previous ticket system.The FreshService interface is pleasant and pretty intuitive to work with. We had been using a different ticket system for more than a decade. Nonetheless, the switch to FreshService was relatively smooth for the whole team. I think the major reason is that the interface feels rather natural or comfortable to work with. The same kind of intuitiveness is also seen under the hood (Admin panel), which is where a lot of other systems fall short. Even though Fresh Service packs a ton of features under the hood, you are not battling against a maze of intertwined difficult-to-manage configurations. I personally don't need to do a lot of changes in the configuration (I'm rather the "backup" for those kind of things), but when I do, it doesn't take me too long to find out where I need to adapt what setting. I had to contact Fresh Service support a few times and so far always got a satisfactory reply in a decent reply time.

Read the full review


Freshservice ServiceDesk

A complete IT service management (ITSM) tool for business

Jose Quintero

Freshservice is quite a solid ITSM solution in the Cloud, with no investment in IT infrastructure.

Used daily for 2+ years
Reviewed 2018-03-26
Review Source: Capterra

The rapid deployment! Being Cloud, we were ready to start almost from day zero. The learning curve is quite smooth, and it was fairly easy to perform basic to moderate customizations on the portal and forms. Also the automation options were quite easy to follow (we basically used templates of the predefined ones) and one key for more novice users is that Freshservice has tutorials all around the solutions.It's literally "pay and use". Zero footprint in your current IT architecture, everything is habdled via any compatible web browser. And yet it includes advanced ITSM functionalities such as asset management and CMDB, in which you mdeploy Probes and Agents to Windows, Linux and Mac devices to scan and inventory hardware and software. And like every other Freshworks solution, it's very customizable interms of UI, automation and notifications, as well as integrations with third-party solutions and via API for developers.

Read the full review


Freshservice ServiceDesk

A complete IT service management (ITSM) tool for business

Joe McGrath

Great Help Desk Software, Particularly For Time Pressed Admins

Used daily for less than 6 months
Reviewed 2017-09-15
Review Source: Software Advice

The pricing for this product is very competitive which is great for the IT budget and value for dollar represent a good deal. I find the Support team is very helpful and responsive. This is not a complex product to set up but does take a little time to figure out how things work within Freshservice. I am very please overall.SaaS based product so no on premises hardware or software. Setup is more than 10 minutes that some of the marketing indicates, but definitely not a complex setup. Once you understand the workflow things become fairly intuitive in setting up the software. The ability to process tickets from one screen, enabling you to reply, enter case notes and disposition the ticket from one screen is very good. Like anything there is a learning curve involved, but it becomes very straightforward to Administer. This is very important as I am handling issues, closing tickets and assisting end users so I do not have the time to spent an hour a day doing routine maintenance tasks. The technical support team is also very helpful.

Read the full review


Freshservice ServiceDesk

A complete IT service management (ITSM) tool for business

Rich Kreuzburg

Simple to use and has all the features you actually need.

Used daily for 2+ years
Reviewed 2018-10-09
Review Source: Capterra

I really like Fresh Service (and before it, Fresh Desk). I keep trying to find a reason to switch to Zendesk because of the possibilities with their integrations but keep abandoning the trial. I would have to reproduce in Zendesk what I currently have in Freshservice in order to start experimenting with the possibilities. That's where the problems start. All the things I have in Freshservice are add-ons in Zendesk that cost extra and don't work the same way. If you have a fairly small team, we have 4 IT personnel for a 24/7 $400 million dollar company, this is your solution. Layout is clean and easy to understand. Has fun 'gamify' system which lets my techs compete with with other for prizes with the system keep score. This is available on our subscription level. Also has SLA monitoring for those pesky KPI requirements. Can setup a catalog of services and items for end users to 'order' with a workflow approval process. Can integrate with chat and phone. Great all around alternative to Zendesk. Doesn't nickel and dime you to have basic features.

Read the full review


Freshservice ServiceDesk

A complete IT service management (ITSM) tool for business

Freshservice ServiceDesk pricing

Starting from
$19/month
Pricing options
Free trial
Subscription
View Pricing Plans

21-day free trial, no credit card required.
Blossom: $19/agent/month (billed yearly).
Garden: $49/agent/month (billed yearly).
Estate: $79/agent/month (billed yearly).
Forest: $99/agent/month (billed yearly).

For Blossom, Garden and Estate Plans, you can purchase additional assets at $0.20/asset/month.

Pricing Comparison

How does Freshservice ServiceDesk compare with other IT Management apps?

Subscription plan?

Freshservice ServiceDesk



96% of apps offer a
subscription plan

Free trial?

Freshservice ServiceDesk



90% of apps have a
free trial

Free plan?

Freshservice ServiceDesk



33% of apps have a
free plan

Pricing Comparison

IT Management app prices shown are $/month




Freshservice ServiceDesk Pricing Reviews

Pros
  • Layout and app feature is nice
  • Price, simplicity of the UI, features
  • FreshService is very feature rich and highly customizable.
  • Simple interface that is clean and easy to navigate. Good pricing.
Cons
  • Haven't found any yet.
  • The lack check-out/in features for assigned equipment made things tricky for me.
  • The price is a bit steep for my liking but it is the average price for similar products.
  • None at the moment. We are very happy with the software. Cost is low. Would highly recommend to others.
97%
recommended this to a friend or a colleague

Freshservice ServiceDesk features

API
Access Control
Activity Dashboard
Activity Tracking
Automatic Notifications
Collaboration Tools
Data Import/Export
Drag & Drop Interface
Monitoring
Real Time Monitoring
Reporting & Statistics
SSL Security
Third Party Integration
Workflow Management

Application Integration (67 other apps)
Auditing (77 other apps)
Projections (61 other apps)
Real Time Data (73 other apps)
Real Time Reporting (61 other apps)
User Activity Monitoring (54 other apps)

Competitor Feature Comparison

@mentions
API
Access Control
Active Directory Integration
Activity Dashboard
Activity Tracking
Alerts / Escalation
Approval Process Control
Asset Lifecycle Management
Asset Management
Automatic Lead Distribution
Automatic Notifications
Availability Indicator
Change Management
Change Tracking
Chat
Client Portal
Collaboration Tools
Commenting
Configuration Management
Contract Management
Custom Fields
Custom Forms
Custom User Interface
Customer Complaint Tracking
Customer Support Tracking
Customizable Approvals
Customizable Branding
Customizable Reporting
Customizable Templates
Data Import/Export
Data Visualization
Deadline Tracking
Drag & Drop Interface
Email Archiving
Email Integration
Email Notifications
Email Templates
Email Tracking
Employee Portal
Employee Self Service
Escalation Management
Event Triggered Actions
Feedback Collection
Filtered Views
Gamification
Guided Problem Solving
Help Desk Management
IT Asset Tracking
Incident Management
Instant Messaging
Inventory Management
Issue Management
Knowledge Base
Mobile Alerts
Mobile Integration
Monitoring
Multi-Channel Communication
Multi-Channel Management
Multi-Language
Multi-Location
Multiple User Accounts
Performance Reports
Prioritizing
Problem Management
Product Catalog
Project Management
Project Time Tracking
Real Time Monitoring
Real Time Reporting
Real Time Updates
Recurring Tasks
Release Management
Reporting & Statistics
Request Assignment
Role Management
Rules Based Algorithms
SLA Management
SSL Security
Scheduled Reporting
Search Functionality
Self Service Portal
Service Level Management
Software Inventory
Status Tracking
Summary Reports
Support Ticket Tracking
Surveys & Feedback
Task Management
Task Tracking
Third Party Integration
Ticket Management
Time Tracking by Client
Trouble Ticketing
Widgets
Workflow Management
Visit WebsiteCompare App
@mentions
API
Access Control
Active Directory Integration
Activity Dashboard
Activity Tracking
Alerts / Escalation
Approval Process Control
Asset Lifecycle Management
Asset Management
Automatic Lead Distribution
Automatic Notifications
Availability Indicator
Change Management
Change Tracking
Chat
Client Portal
Collaboration Tools
Commenting
Configuration Management
Contract Management
Custom Fields
Custom Forms
Custom User Interface
Customer Complaint Tracking
Customer Support Tracking
Customizable Approvals
Customizable Branding
Customizable Reporting
Customizable Templates
Data Import/Export
Data Visualization
Deadline Tracking
Drag & Drop Interface
Email Archiving
Email Integration
Email Notifications
Email Templates
Email Tracking
Employee Portal
Employee Self Service
Escalation Management
Event Triggered Actions
Feedback Collection
Filtered Views
Gamification
Guided Problem Solving
Help Desk Management
IT Asset Tracking
Incident Management
Instant Messaging
Inventory Management
Issue Management
Knowledge Base
Mobile Alerts
Mobile Integration
Monitoring
Multi-Channel Communication
Multi-Channel Management
Multi-Language
Multi-Location
Multiple User Accounts
Performance Reports
Prioritizing
Problem Management
Product Catalog
Project Management
Project Time Tracking
Real Time Monitoring
Real Time Reporting
Real Time Updates
Recurring Tasks
Release Management
Reporting & Statistics
Request Assignment
Role Management
Rules Based Algorithms
SLA Management
SSL Security
Scheduled Reporting
Search Functionality
Self Service Portal
Service Level Management
Software Inventory
Status Tracking
Summary Reports
Support Ticket Tracking
Surveys & Feedback
Task Management
Task Tracking
Third Party Integration
Ticket Management
Time Tracking by Client
Trouble Ticketing
Widgets
Workflow Management
Visit WebsiteCompare App
@mentions
API
Access Control
Active Directory Integration
Activity Dashboard
Activity Tracking
Alerts / Escalation
Approval Process Control
Asset Lifecycle Management
Asset Management
Automatic Lead Distribution
Automatic Notifications
Availability Indicator
Change Management
Change Tracking
Chat
Client Portal
Collaboration Tools
Commenting
Configuration Management
Contract Management
Custom Fields
Custom Forms
Custom User Interface
Customer Complaint Tracking
Customer Support Tracking
Customizable Approvals
Customizable Branding
Customizable Reporting
Customizable Templates
Data Import/Export
Data Visualization
Deadline Tracking
Drag & Drop Interface
Email Archiving
Email Integration
Email Notifications
Email Templates
Email Tracking
Employee Portal
Employee Self Service
Escalation Management
Event Triggered Actions
Feedback Collection
Filtered Views
Gamification
Guided Problem Solving
Help Desk Management
IT Asset Tracking
Incident Management
Instant Messaging
Inventory Management
Issue Management
Knowledge Base
Mobile Alerts
Mobile Integration
Monitoring
Multi-Channel Communication
Multi-Channel Management
Multi-Language
Multi-Location
Multiple User Accounts
Performance Reports
Prioritizing
Problem Management
Product Catalog
Project Management
Project Time Tracking
Real Time Monitoring
Real Time Reporting
Real Time Updates
Recurring Tasks
Release Management
Reporting & Statistics
Request Assignment
Role Management
Rules Based Algorithms
SLA Management
SSL Security
Scheduled Reporting
Search Functionality
Self Service Portal
Service Level Management
Software Inventory
Status Tracking
Summary Reports
Support Ticket Tracking
Surveys & Feedback
Task Management
Task Tracking
Third Party Integration
Ticket Management
Time Tracking by Client
Trouble Ticketing
Widgets
Workflow Management
Visit WebsiteCompare App

Mobile apps

iOS App

21 reviews

See all iPhone Apps

Requires iOS 9.0 or later. Compatible with iPhone, iPad, and iPod touch.

Android App

0 reviews

See all Android Apps

Security and privacy

Encryption

Encryption of sensitive data at rest
HTTPS for all pages

Access control

Multi-factor authentication options

Data policy

Data backup in multiple locations/GEO regions
This will ask you to sign in with LinkedIn

Category Leaders ranking

Reviews
Integrations
Mobile
Functionality
Security

#1 in IT Service Management (ITSM)

View full ranking
88
17
18
19
19
15

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.

Freshservice ServiceDesk also features in these categories:

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.


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.


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


Videos and tutorials

Additional information for Freshservice ServiceDesk

Key features of Freshservice ServiceDesk

  • Service desk automations
  • Issue tracking
  • Asset management & asset discovery
  • Knowledge base
  • SLA management
  • Ticketing system
  • Support ticket dashboard
  • Gamification
  • Workflow management
  • Priority matrix
  • Solution auto-suggest in knowledge base
  • Automatic notifications & alerts
  • Customizable action trigger conditions
  • IT & non-IT asset tracking
  • Service catalog
  • Contract management
  • Custom approval workflows
  • Custom fields
  • Satisfaction surveys
  • Time tracking
  • Full CSS rebranding
  • Real-time project dashboard
  • Custom reports
  • Auto-conversion of emails to articles
  • Automatic ticket escalations
  • Team & agent performance monitoring
  • Out-of-the-box reporting
  • Automatic ticket assignment
  • Custom roles
  • Custom SSL
  • Scheduled reports
  • Natural Language querying
  • Customizable self-service portal
  • Active Directory integration
  • Change, problem & release management
  • Project management
  • Deadline violations indicator
  • Recurring task scheduling
  • Task management
  • Drag-and-drop interfaces
  • @mentions
  • 'Team Huddle' chat
  • Root cause analysis
  • Interactive visualizations

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