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.
List of Integration possibilities are pretty small in comparison and hasn't really grown in the several years we have been using it.
Likelihood to recommend: 10/10
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.
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.
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.
Likelihood to recommend: 10/10
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.
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.
Likelihood to recommend: 1/10
It meets our expectations for managing tickets. We have experienced some bugs and they get resolved quickly.
We use it for tickets and issue resolution mostly. The software offers contract management, project management, asset management and other features at a very basic state.
We tried asset management for a while and it felt extremely short so we had to switch to a different product. Project management we did not even try because it is extremely basic. Maybe they should stick with the core of their product which is tickets and issue resolution.
Likelihood to recommend: 8/10
love the product, was very easy to set up and integrate into the company, very nice customization options to really make it your own, and anytime we have had an issue we usually get a response very fast from the team so we are never held back for too long on anything!
The ease of use is a huge plus to us and to all of the end users, it is very straight forward for everyone to use, well integrated into the company super easily and multiple ways to access via the website, mobile app or even just an email, makes our jobs much easier, and the hardware management is also a huge plus being able to track it all
They are working on it now but I wish it had a better tracking of what was installed in certain hardware, at the moment they do not show all of the components just most of the major ones, would be a nice thing to have it all
Likelihood to recommend: 10/10
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.
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.
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.
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.
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.
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.
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.
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.
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.
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.
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.
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.
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.
Freshservice offers native integrations with popular web-based services including FreshBooks, Atlassian JIRA, and LogMeIn Rescue.
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.
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