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Freshservice

A complete IT service management (ITSM) tool for business

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Freshservice Pricing, Features, Reviews and Alternatives

Freshservice product overview

Price starts from

19

Per month

Per Feature

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

4.5

/5

430

Starting from

19

Per month

Per Feature

Pricing options

Free plan
Subscription
Free trial
Pricing range

Value for money contenders

Freshservice features

Functionality

4.3

/5

430

Total features

133

21 categories

Most valued features by users

API
Access Controls/Permissions
Third Party Integrations
Reporting/Analytics
Activity Dashboard
Alerts/Notifications
Reporting & Statistics
Monitoring

Functionality contenders

Freshservice users reviews

Overall Rating

4.5

/5

430

Positive reviews

Rating breakdown
  • Value for money
  • Ease of use
  • Features
  • Customer support
  • Likelihood to recommend8.73/10
Rating distribution

5

4

3

2

1

266

138

18

7

1

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.

MS

Max S.

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.
AvatarImg

John T.

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.

EK

Emily K.

Cons
I placed 2 trouble tickets and I had my account suspended because I apparently was harassing them.

JP

Jacob P.

Difficult to note any dislikes on the application. Any issues we have are being considered for future upgrades.

FH

Fady H.

Lack of Flexibiity to link with other products such as JIRA for example.

SW

Steve W.

Overall rating contenders

Overall Rating

Great Overall SASS for IT

Reviewed 2 years ago

Transcript

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

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

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Best product for ITSM

Reviewed 2 months ago

Great experience

Pros

Easy to use for complaints, issues track, asset management, inventory purposes

Cons

Nothing to dislike for this product from my end

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

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Freshservice Review

Reviewed a year 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'.

Overall Rating
  • Value for money
  • Ease of use
  • Features
  • Customer support
  • Likelihood to recommend6/10

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the quality is excellent

Reviewed a month ago

Our previous product did not have a customizable system and did not provide our employees with a way to track their tickets once they were created. It also lacked any kind of reporting capabilities.

Pros

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

Cons

I wish the reporting capabilities were more customizable. There have been a few situations where I have contacted Frehservice for help with the reports I needed, but found that the reports were not possible. I was told by the freshservice support team that my reporting needs would be added to the list of possible "future enhancements".

This review was translated from Spanish. Read original review

Overall Rating
  • Value for money
  • Ease of use
  • Features
  • Customer support
  • Likelihood to recommend1/10

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

Reviewed 5 years ago
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...

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

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Implementation and Management

Reviewed 2 years ago

I had used FreshService in the past at different places of employment and had enjoyed it. This was the first time I was tasked with picking a ticketing system for a company. The fact that you get a trial based on the level you want to pay for, can basically have it customized during the trial to see if it's the right fit, extremely helpful and responsive customer service, and its easy to use for all levels of tech comfortability were the big reasons we chose FreshService. Every time I check in with our team of Agents, everyone is extremely happy with the switch and, overall, I am looking forward to the positive changes this is bringing our teams.

Pros

There are several reasons I pushed to choose FreshService over other products. The value of the features I was getting with the ease of set up. Within the trial period, I had most of the set up done before I presented to my department head. The ease of switching from the previous (and archaic) system to FS for our end users was, overall, seamless. The ability to customize the product with minimal knowledge makes it easy to manage and make changes. After reviewing a dozen other ticketing systems, FreshService provided the ease of implementation and change that we were looking for.

Cons

I love Freddy and want to use it however it's limited features over the traditional portal are frustrating. I understand it's a new feature and it's in a state of constant improvement but I wanted to launch with it and was unable to because key features that we needed specifically for our company would not show up. The reports aren't quite what I thought they would be either and I will probably have to do some work with powershell to get the information I really need.

Freshservice FAQs and common questions

Q. What type of pricing plans does Freshservice offer?

Freshservice has the following pricing plans:
Starting from: $19.00/month
Pricing model: Subscription
Free Trial: Available


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:
Polish, German, Swedish, Spanish, English, French, Italian, Russian, Dutch, Portuguese


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:
CloudApp, Rescue, Google Analytics 360, Dropbox Business, Jira, TeamViewer, Zapier, Pivotal Tracker, QuickBooks Online Advanced, DocuSign, Box, FreshBooks, Yammer, OpsGenie, WorkflowMax, Freshdesk Messaging, 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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