Freshservice Pricing, Features, Reviews & Comparison of Alternatives

Freshservice

A complete IT service management (ITSM) tool for business

4.54/5 (368 reviews)

Freshservice overview

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.

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.
freshservice.com

Pricing

Starting from
$19/month
Pricing options
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

English, Dutch, French, German, Italian and 5 other languages, Polish, Portuguese, Russian, Spanish, Swedish
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Freshservice reviews

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

Pros
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.

Cons
List of Integration possibilities are pretty small in comparison and hasn't really grown in the several years we have been using it.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Likelihood to recommend: 10/10

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Adam Prior

A great helpdesk solution

Used daily for 1-2 years
Reviewed 2020-04-17
Review Source: Capterra

Great benefit to the team, improved communication both internally and externally.

Pros
So sleek and simple to implement. Built in user-portal, reporting, workflows and constant updates make this the best helpdesk software we could find

Cons
A few setup niggles were quickly solved. Sometimes support can be slow, but rarely needed. Updates not always follwoed through

Rating breakdown

Value for money
Ease of use
Features
Customer support

Likelihood to recommend: 10/10

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Anonymous

No bang for the buck, an overpriced form submission tool that disappoints in reporting and integration

Used daily for 6-12 months
Reviewed 2017-06-13
Review Source: GetApp

Pros
Friendly user interface. Copy screenshots directly into the form (although there's a bug for the last 3 months that screenshots are displayed double in edit mode.) Plenty of fields to configure for more complex workflows.

Cons
Default categories and labels with awkward naming (synonymous use of "Tickets" and "Incidents" for "Issues", "Change" for "Change Request", "Problem" for "Bugs") No possibility to convert issues to change requests. Agent needs to recreate the entire case in the back resulting in significant adminstrative overhead. Reporting is practically inexistent. REST API not covering many functions and object attributes. (You cannot substitute reporting externally.) HTML editor limited and bugged. (CSS code in support articles not supported, Bootstrap not supported, code gets changed or reformatted upon saving articles) No access to the file and image repository. Frankly, with every new cosmetic change and "functionality no can do" message from the Team, I am growing more and more wary of this application. At this point, I am thinking of it as an overpriced form tool with practically no reporting, a gimped Knowledge Management base, and an asset list functionality that quickly drains your wallet. I am spending significant time rewriting issues as change requests in order to subsequently manually attach them to the original issue ticket and explain to the user why I would want to close his ticket after all. Writing knowledge articles is best done in a separate HTML editor. The Text Editor lacks basic functionality, removes formatting and images in unpredictable ways with undoing, and stores images and files in a central repository you have no access to. You might as well do that with a forms tool readily available on the internet.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Likelihood to recommend: 1/10

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Lynn Wold

1 year review of this great ticketing software

Used daily for 2+ years
Reviewed 2020-03-25
Review Source: Capterra

Having a proper way for our employees to submit trouble tickets to our I.T. team that are trackable and also have a running log for individual employees to look back on to see what issues they have had in the past.

Pros
Simple to use Simple to manage Easy to make changes and form to your companies needs Fast look up of prior tickets Easily manage your teams productivity

Cons
To tell you the truth I havent really seen any thus far. Its so customizable and so simple to navigate that our users have not had any complaints

Rating breakdown

Value for money
Ease of use
Features

Likelihood to recommend: 9/10

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Aleksandr Zaytsev

Freshservice Review from a daily user and admin

Used daily for 2+ years
Reviewed 2019-08-01
Review Source: Capterra

My overall experience with Freshservice has been really good (despite the cons I listed). The interface from Agent point of view is easy to navigate, the ticket/problem/change management is clear. From an admin point of view, everything is well group under the admin section and even if you don't have experience with Freshservice you will find yourself picking everything up pretty quickly. The mobile app, while clunky, is still a good way to get notified about tickets coming in (especially urgent ones), and checking for replies and approvals. Bonus points for providing single sign on options (SSO). Customization is solid and allows you to integrate your company branding quite well. Good, and easy to create, manage, edit knowledge base system. Requesters have a very easy time creating a ticket in case of an incident. While it can feel frustrating to have to contact Freshservice support for some things, I can say that my overall experience has been very solid with their support and they have even taken and implement a number of our feature requests. I would most certainly recommend this product.

Pros
- Easy to use - Good platform to manage incidents/problems/changes/releases as well as requests - Good CMDB for managing company assets - Pretty simple to perform administrative tasks - Good customization - Has mobile app that will notify you when someone performs an action on any of your items (Such as assignment of a ticket, replies, approvals, etc.) - Had good experience from Freshservice support staff - Has the ability to integrate into your domain account via Single Sing-On (SSO) - Good solution for storing your IT Support based knowledge base

Cons
- Customization could be better in some areas - Some changes require you to contact Freshservice support directly - Digital asset management is a bit clunky - Mobile app is not as intuitive as desktop experience and can feel difficult to navigate for some users - Noticed that at times, usually in the morning hours of EST time zone, Freshservice access cuts out for 5 minutes

Rating breakdown

Value for money
Ease of use
Features
Customer support

Likelihood to recommend: 8/10

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Freshservice 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.

Freshservice features

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

Auditing (102 other apps)
Compliance Management (101 other apps)
Permission Management (88 other apps)
Real Time Data (96 other apps)
User Management (88 other apps)

Security and privacy

Encryption

Encryption of sensitive data at rest
HTTPS for all pages

Access control

Multi-factor authentication options
This will ask you to sign in with LinkedIn

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?

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 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

Key features of Freshservice

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

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