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Freshservice vs IT Glue Comparison

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Overview

Category Leaders

Freshservice is an online ITIL service desk with ticketing & asset management capabilities, and incident, problem, change,...

Category Leaders

IT Glue is a cloud-based, SOC 2-compliant IT documentation solution which is designed to help MSPs manage documentation and...

  • Platforms supported
  • Web-based
  • iPhone app
  • Android app
  • Windows Phone app
  • Typical customers
  • Freelancers
  • Small businesses
  • Mid size businesses
  • Large enterprises
  • Customer support
  • Phone
  • Online
  • Knowledge base
  • Video tutorials
  • Platforms supported
  • Web-based
  • iPhone app
  • Android app
  • Windows Phone app
  • Typical customers
  • Freelancers
  • Small businesses
  • Mid size businesses
  • Large enterprises
  • Customer support
  • Phone
  • Online
  • Knowledge base
  • Video tutorials

Video & Screenshots

Pricing

Starting from

29

/user

Per month

  • Free trial available
  • Credit cardless trial
  • Free account
  • Subscription based

Starting from

29

/user

Per month

  • Free trial available
  • Credit cardless trial
  • Free account
  • Subscription based

User reviews

4.5

573

5

4

3

2

1

337

201

26

7

2

  • Value for money
  • Ease of use
  • Features
  • Customer support
97%
would recommend this app

4.6

248

5

4

3

2

1

166

74

8

0

0

  • Value for money
  • Ease of use
  • Features
  • Customer support
99%
would recommend this app

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.
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.
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.

Pros

Ease of use and access coupled with a great price point when bundling this with BMS and VSA makes this an easy win for all MSP's ranging in size from small to large.
My experienced for almost 2 years now is amazing, I really like it and like what I said it is easy to use.
Great solution to keep track of every bit of information about a client. Everything has a place and provides a password generator to help make it easy to secure logins and passwords.

Cons

I placed 2 trouble tickets and I had my account suspended because I apparently was harassing them.
Difficult to note any dislikes on the application. Any issues we have are being considered for future upgrades.
Lack of Flexibiity to link with other products such as JIRA for example.

Cons

My techs no longer have to hunt for information and then worry it is outdated.
Overall, we are disappointed in the value of this product.
I would only ever consider their enterprise product which, if you have a large team, can become costly.
  • Vendor responds to reviews
  • Last review15 days ago
  • Vendor responds to reviews
  • Last review16 days ago

Key features

  • Total features132
  • API
  • Access Controls/Permissions
  • Active Directory Integration
  • Activity Dashboard
  • Activity Tracking
  • Alerts/Escalation
  • Alerts/Notifications
  • Approval Process Control
  • Approval Workflow
  • Archiving & Retention
  • Asset Lifecycle Management
  • Asset Tracking
  • Assignment Management
  • Audit Management
  • Audit Trail
  • Automated Routing
  • Backup and Recovery
  • Billing & Invoicing
  • Buy Side (Suppliers)
  • CMDB
  • CRM
  • Call Center Management
  • Case Management
  • Cataloging/Categorization
  • Change Management
  • Change Planning
  • Change Tracking
  • Chat/Messaging
  • Checklists
  • Client Portal
  • Collaboration Tools
  • Commenting/Notes
  • Completion Tracking
  • Compliance Management
  • Compliance Tracking
  • Configurable Workflow
  • Configuration Management
  • Content Management
  • Contract Drafting
  • Contract/License Management
  • Corrective and Preventive Actions (CAPA)
  • Cost Tracking
  • Credential Management
  • Customer Complaint Tracking
  • Customizable Branding
  • Customizable Fields
  • Customizable Forms
  • Customizable Reports
  • Customizable Templates
  • Dashboard
  • Dashboard Creation
  • Data Import/Export
  • Data Visualization
  • Device Auto Discovery
  • Disaster Recovery
  • Document Automation
  • Document Capture
  • Document Generation
  • Document Management
  • Document Review
  • Document Storage
  • Documentation Management
  • Drag & Drop
  • Electronic Signature
  • Email Management
  • Email Templates
  • Encrypted Password Storage
  • Event Logs
  • Feedback Management
  • File Management
  • File Sharing
  • For IT Project Management
  • For the IT sector
  • Forms Management
  • Full Text Search
  • Help Desk Management
  • IT Asset Management
  • IT Asset Tracking
  • IT Incident Management
  • IT Reporting
  • Incident Management
  • Incident Reporting
  • Inventory Management
  • Inventory Optimization
  • Inventory Tracking
  • Investigation Management
  • Issue Auditing
  • Issue Management
  • Issue Scheduling
  • Issue Tracking
  • Knowledge Base Management
  • Knowledge Library
  • Knowledge Management
  • License Management
  • Live Chat
  • Maintenance Management
  • Maintenance Scheduling
  • Mobile Access
  • Mobile Alerts
  • Monitoring
  • Multi-Channel Communication
  • Multi-Channel Management
  • Multi-Language
  • Multi-Location
  • Multiple User Accounts
  • Offline Access
  • Password Management
  • Patch Management
  • Percent-Complete Tracking
  • Performance Metrics
  • Policy Management
  • Prioritization
  • Problem Management
  • Process/Workflow Automation
  • Product Identification
  • Project Management
  • Project Tracking
  • Real-Time Chat
  • Real-Time Data
  • Real-Time Monitoring
  • Real-Time Notifications
  • Real-Time Updates
  • Recurring Issues
  • Relationship Mapping
  • Release Management
  • Reminders
  • Remote Monitoring & Management
  • Reporting & Statistics
  • Reporting/Analytics
  • Request Assignment
  • Requirements Management
  • Requisition Management
  • Resource Management
  • Role-Based Permissions
  • Routing
  • Rules-Based Workflow
  • SSL Security
  • Scheduled/Automated Reports
  • Scheduling
  • Search/Filter
  • Secure Data Storage
  • Self Service Portal
  • Sell Side (Customers)
  • Service Catalog
  • Service Level Agreement (SLA) Management
  • Service Reporting
  • Single Sign On
  • Status Tracking
  • Summary Reports
  • Supplier Management
  • Support Ticket Management
  • Support Ticket Tracking
  • Survey/Poll Management
  • Surveys & Feedback
  • Tagging
  • Task Management
  • Task Progress Tracking
  • Templates
  • Testing/QA Management
  • Text Editing
  • Third-Party Integrations
  • User Management
  • Version Control
  • Widgets
  • Workflow Configuration
  • Workflow Management
  • Total features89
  • API
  • Access Controls/Permissions
  • Active Directory Integration
  • Activity Dashboard
  • Activity Tracking
  • Alerts/Escalation
  • Alerts/Notifications
  • Approval Process Control
  • Approval Workflow
  • Archiving & Retention
  • Asset Lifecycle Management
  • Asset Tracking
  • Assignment Management
  • Audit Management
  • Audit Trail
  • Automated Routing
  • Backup and Recovery
  • Billing & Invoicing
  • Buy Side (Suppliers)
  • CMDB
  • CRM
  • Call Center Management
  • Case Management
  • Cataloging/Categorization
  • Change Management
  • Change Planning
  • Change Tracking
  • Chat/Messaging
  • Checklists
  • Client Portal
  • Collaboration Tools
  • Commenting/Notes
  • Completion Tracking
  • Compliance Management
  • Compliance Tracking
  • Configurable Workflow
  • Configuration Management
  • Content Management
  • Contract Drafting
  • Contract/License Management
  • Corrective and Preventive Actions (CAPA)
  • Cost Tracking
  • Credential Management
  • Customer Complaint Tracking
  • Customizable Branding
  • Customizable Fields
  • Customizable Forms
  • Customizable Reports
  • Customizable Templates
  • Dashboard
  • Dashboard Creation
  • Data Import/Export
  • Data Visualization
  • Device Auto Discovery
  • Disaster Recovery
  • Document Automation
  • Document Capture
  • Document Generation
  • Document Management
  • Document Review
  • Document Storage
  • Documentation Management
  • Drag & Drop
  • Electronic Signature
  • Email Management
  • Email Templates
  • Encrypted Password Storage
  • Event Logs
  • Feedback Management
  • File Management
  • File Sharing
  • For IT Project Management
  • For the IT sector
  • Forms Management
  • Full Text Search
  • Help Desk Management
  • IT Asset Management
  • IT Asset Tracking
  • IT Incident Management
  • IT Reporting
  • Incident Management
  • Incident Reporting
  • Inventory Management
  • Inventory Optimization
  • Inventory Tracking
  • Investigation Management
  • Issue Auditing
  • Issue Management
  • Issue Scheduling
  • Issue Tracking
  • Knowledge Base Management
  • Knowledge Library
  • Knowledge Management
  • License Management
  • Live Chat
  • Maintenance Management
  • Maintenance Scheduling
  • Mobile Access
  • Mobile Alerts
  • Monitoring
  • Multi-Channel Communication
  • Multi-Channel Management
  • Multi-Language
  • Multi-Location
  • Multiple User Accounts
  • Offline Access
  • Password Management
  • Patch Management
  • Percent-Complete Tracking
  • Performance Metrics
  • Policy Management
  • Prioritization
  • Problem Management
  • Process/Workflow Automation
  • Product Identification
  • Project Management
  • Project Tracking
  • Real-Time Chat
  • Real-Time Data
  • Real-Time Monitoring
  • Real-Time Notifications
  • Real-Time Updates
  • Recurring Issues
  • Relationship Mapping
  • Release Management
  • Reminders
  • Remote Monitoring & Management
  • Reporting & Statistics
  • Reporting/Analytics
  • Request Assignment
  • Requirements Management
  • Requisition Management
  • Resource Management
  • Role-Based Permissions
  • Routing
  • Rules-Based Workflow
  • SSL Security
  • Scheduled/Automated Reports
  • Scheduling
  • Search/Filter
  • Secure Data Storage
  • Self Service Portal
  • Sell Side (Customers)
  • Service Catalog
  • Service Level Agreement (SLA) Management
  • Service Reporting
  • Single Sign On
  • Status Tracking
  • Summary Reports
  • Supplier Management
  • Support Ticket Management
  • Support Ticket Tracking
  • Survey/Poll Management
  • Surveys & Feedback
  • Tagging
  • Task Management
  • Task Progress Tracking
  • Templates
  • Testing/QA Management
  • Text Editing
  • Third-Party Integrations
  • User Management
  • Version Control
  • Widgets
  • Workflow Configuration
  • Workflow Management

Integrations

  • Total integrations103
  • Bitbucket
  • Datadog
  • Dropbox Business
  • GitHub
  • GitLab
  • Google Drive
  • HubSpot CRM
  • Jenkins
  • Jira
  • Microsoft 365
  • Microsoft Azure
  • Microsoft Teams
  • NetSuite
  • PagerDuty
  • ServiceNow
  • Shopify
  • Slack
  • Trello
  • Zapier
  • Zendesk Suite
  • Total integrations73
  • Bitbucket
  • Datadog
  • Dropbox Business
  • GitHub
  • GitLab
  • Google Drive
  • HubSpot CRM
  • Jenkins
  • Jira
  • Microsoft 365
  • Microsoft Azure
  • Microsoft Teams
  • NetSuite
  • PagerDuty
  • ServiceNow
  • Shopify
  • Slack
  • Trello
  • Zapier
  • Zendesk Suite

User reviews that mention these apps

AR
AvatarImg

Verified reviewer

Plastics, self-employed

Used weekly for less than 6 months

Review source

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

Share this review:

Freshservice logo

Freshservice

freshdesk inventory management

Reviewed a year ago

Good application to make discovery especially on domain network environment.

Pros

the capability to search and highlight the important details of the device found withing the local area network.Its even provide the status of the device.

Cons

Once we move on, was not an easy application to uninstall. Was stuck to many computer in our office like glue.

KG
AvatarImg

Kabuta G.

Information Technology and Services, 51-200 employees

Used daily for 1-2 years

Review source

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

Share this review:

Freshservice logo

Freshservice

Best IT Management Features With Freshservice

Reviewed 3 months ago
Pros

I like that it houses best IT management features It makes IT ticketing easy It is very helpful as a help desk

Cons

So far no issues with Fresgservice. It has been really instrumental.

SS
AvatarImg

Sue S.

Media Production, 1,001-5,000 employees

Used daily for 1-2 years

Review source

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

Share this review:

Freshservice logo

Freshservice

FreshService - great product

Reviewed 4 years ago

Very user friendly and easy to use

Pros

This was our second instance of FreshService as we used it for IT and this was for our Business Solutions Team. Easy to deploy and configure with very prompt and efficient support from the Freshservices team.

Cons

Nothing, it does what it says on the tin!

RT
AvatarImg

Romil T.

Education Management, 201-500 employees

Used daily for 2+ years

Review source

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

Share this review:

Freshservice logo

Freshservice

Great ITSM for Small team

Reviewed 2 months ago
Pros

We use Freshservice in a small team and it works great for us. It is very easy to use. It provides all ITSM requirements. Overall it meets our requirement in IT, security and accounting team.

Cons

So far we are happy with the product and don't have anything to dislike about it.

AR
AvatarImg

Verified reviewer

Education Management, 51-200 employees

Used daily for 6-12 months

Review source

Overall Rating
  • Value for money
  • Ease of use
  • Features
  • Customer support

Share this review:

Freshservice logo

Freshservice

I am satisfied with the program.

Reviewed 6 years ago
Pros

It is easy to use and it offer a lot of good and useful functionalitiy. It also offer clear content overview.

Cons

When I search in for some ticket - there are not found all result. Some of them missing. I can find them with filter.

KB
AvatarImg

Kyle B.

Education Management, 5,001-10,000 employees

Used daily for less than 6 months

Review source

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

Share this review:

Freshservice logo

Freshservice

Fresh is Best!

Reviewed a year ago
Pros

Seemless app powered integration, amazing ticketing and inventory management features, and an insane amount of new things getting added all the time are just a few reasons why I think FreshService is better than whatever ITSM/Help Desk tool you use right now.

Cons

It isn't FREE! But if it was free, they'd go broke!

RB
AvatarImg

Rob B.

Publishing, 201-500 employees

Used daily for 2+ years

Review source

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

Share this review:

Freshservice logo

Freshservice

A user-friendly all-in-one solution for the servicedesk

Reviewed 2 years ago

I am really happy I rolled out FreshService 2 months before Covid-19 forced all to work remote. We were able to support users from home ( IT was at home as well ) without issues. FreshService contains a Solutions (knowledge-) base, users can request hard- and software like shopping online, very intuitive and user friendly

Pros

The ease to set it up : you can do it yourself without technical support. It comes with an app so it works on mobile devices as well, convenient if the laptop stops working.

Cons

You cannot change the webportal to your liking unless you have webdesign skills.

FF
AvatarImg

Flávio F.

Furniture, 201-500 employees

Used daily for less than 6 months

Review source

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

Share this review:

Freshservice logo

Freshservice

It became pretty much easier for us to organize our incidents.

Reviewed 6 years ago

Easy to use, perfect to organize our tickets and always get quickly answers for the users.

Pros

Easy to find everything you need on it. No one had trouble using it. Everyone is enjoying the way it works.

Cons

We still haven't found any cons about Freshservice here. Actually we're using the free version, but looking forward to buy a license until the next month.

MW
AvatarImg

Maurice W.

Information Technology and Services, 51-200 employees

Used daily for 2+ years

Review source

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

Share this review:

Freshservice logo

Freshservice

A Multipurpose Software For IT Management

Reviewed a year ago

It has been a great addition to pour business and no issues at all.

Pros

What I like most about Freshservice is that it is affordable and comes with great featuresIt makes IT management easyIt comes with remote support features

Cons

While it is very effective and affordable, the fact that it comes with many features and capabilities makes it difficult to use

AR
AvatarImg

Verified reviewer

Consumer Goods, 501-1,000 employees

Used daily for 1-2 years

Review source

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

Share this review:

Freshservice logo

Freshservice

The Best IT Helpdesk Software

Reviewed 9 months ago

It has been an overall great experience and I highly recommend it.

Pros

I love how easy it makes it to manage support tickets and requests; while also being able to handle bug, change and release management for the IT Team.

Cons

Despite having quite robust automations, some of the automations have limitations that require code or change requests to the FreshService team to be made.

EP
AvatarImg

Elaina P.

Accounting, 11-50 employees

Used monthly for 6-12 months

Review source

Overall Rating
  • Value for money
  • Ease of use
  • Features
  • Customer support
  • Likelihood to recommend7/10

Share this review:

Freshservice logo

Freshservice

Pretty good for ticketing

Reviewed 3 months ago
Pros

I like the look of it. It doesn't feel clunky or outdated at all.

Cons

The labeling is strange for entering different tickets. All in all, not bad.

AR
AvatarImg

Verified reviewer

Review source

Overall Rating
  • Value for money
  • Ease of use
  • Features
  • Customer support

Share this review:

Freshservice logo

Freshservice

The software provides an easy way to manage tickets as well as agents handling the requests

Reviewed 6 years ago
Pros

It has features that make life easy for a Technical Team lead or project manager. It also comes with a convenient App since it is cloud based.

Cons

Adding and removing agents took me a while to figure . It took me a while what the role of spectators was since my environment had no such provision

FP
AvatarImg

Francis P.

Information Technology and Services, 51-200 employees

Used daily for 6-12 months

Review source

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

Share this review:

Freshservice logo

Freshservice

Freshservice Review

Reviewed 3 years ago

Freshservices is a big help for me and my team to track incidents.

Pros

It is easy to use the software, it helps me everyday tracking tickets.

Cons

I can't measure some phases of tickets life cycle

AR
AvatarImg

Verified reviewer

Used daily for 1-2 years

Review source

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

Share this review:

Freshservice logo

Freshservice

We're thrilled with this software, we get a lot of functionality for the money

Reviewed 6 years ago

Keeps our support requests out of our inboxes!

Pros

It interfaces with our remote support software, also it makes our billing so much easier. Best is their support, which is prompt, courteous and knowledgeable.

Cons

It packs a lot of info so it can be a little confusing at times. But that's really it. Not too much negative for me to say.

DN
AvatarImg

David N.

Review source

Overall Rating
  • Value for money
  • Ease of use
  • Features
  • Customer support

Share this review:

Freshservice logo

Freshservice

If you are looking for a way to manage your IT work this is a good start

Reviewed 6 years ago
Pros

First off, offering a free level is a great way for people try try the service and see if it fist. IT as a service is at the core of this platform and it looks good doing it.

Cons

Once you get into it and you need more "advanced" features, the price can get big fast. Their idea of making things fresh can be a bit gimmicky.

GK
AvatarImg

Gyongyver K.

Used daily for less than 6 months

Review source

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

Share this review:

Freshservice logo

Freshservice

Powerful tool, that can be customized

Reviewed 6 years ago

we are able to quit two other subscriptions and reduce costs, and simplify our processes by using only one tool instead of 3.

Pros

combines asset management, ticketing, and project management and API, but the best feature so far is the customer service, super quick response and very friendly!

Cons

It took some getting used to the interface, so far I have been using it for only a few months so haven't noticed any issues with it.

AvatarImg
AvatarImg

Bryan S.

501-1,000 employees

Used daily for 1-2 years

Review source

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

Share this review:

Freshservice logo

Freshservice

Great tool for tracking issues, managing assets, staying compliant

Reviewed 6 years ago

It allowed us to determine the number of IT staff needed to support a growing company. It also allowed us to track changes for SOC II compliance.

Pros

FreshService is a simple to use system that has allowed us to manage IT issues, assets, and changes within a quickly growing company. Prior to the implementation of FreshService we were unable to appropriately identify our staffing needs or areas of concern due to the lack of ability to track issues across the entire organization. With FreshService implemented we're now able to put metrics to the volume of support our team provides to the company. We're tracking assets across multiple states. And we're tracking changes within our environment for SOC II compliance.

Cons

I wish there were some built-in features which made viewing issues by Location easier. Currently, it appears that Locations can be linked to Requesters which implies issues by Location. However, it would be ideal to be able to quickly see and change the Location the issue is occurring. This would lead to reporting mechanisms that would allow us to see which Locations have the highest number of issues.

AR
AvatarImg

Verified reviewer

Biotechnology, 201-500 employees

Used weekly for 1-2 years

Review source

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

Share this review:

Freshservice logo

Freshservice

Freshservice for IT

Reviewed 5 years ago
Pros

Freshservice is a great system for IT purposes. The responses are so fast-- I get a confirmation or email back within minutes. It really streamlines the IT questions I have.

Cons

Nothing much, besides some improvements on the UI.

AR
AvatarImg

Verified reviewer

Entertainment, 11-50 employees

Used weekly for 6-12 months

Review source

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

Share this review:

Freshservice logo

Freshservice

Strong product

Reviewed 6 years ago
Pros

It does what it promises and allows to prioritise and correctly manage tickets for customer service

Cons

It would be very useful to have a better management of tags for search queries, in order to identify tasks more quickly

AD
AvatarImg

Adam D.

Mechanical or Industrial Engineering, 51-200 employees

Used daily for 6-12 months

Review source

Overall Rating
  • Value for money
  • Ease of use
  • Features
  • Customer support
  • Likelihood to recommend3/10

Share this review:

Freshservice logo

Freshservice

Good Entry Level Ticketing and asset management System

Reviewed 9 months ago

As a ticketing tool, it is perfectly serviceable. All communication is done within the app, so records can be easily maintained.

Pros

It was really easy to use. To Search for any tickets, or for an individual ticket.Has an API that it easy to use. It was used for inventory management. I believe it also has a network scanner.All communication with clients can be done within the App.

Cons

Wasn't Azure compatible, or at least we didn't set up that way, so it was another password to remember.

RS
AvatarImg

Reid S.

Machinery, 1,001-5,000 employees

Used daily for 6-12 months

Review source

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

Share this review:

Freshservice logo

Freshservice

Fresh service as a ticketing system

Reviewed 10 months ago

It has been top-notch. I have no major complaints

Pros

It is one of the most easiest and user-friendly product I’ve seen on the market. It also works very well for new time employees coming into the IT

Cons

I do wish the reports could be easier to generate. Coming from a system, Lan sweeper with SQL database and reporting.

ND
AvatarImg

Nick D.

Consumer Services, 1-10 employees

Review source

Overall Rating
  • Value for money
  • Ease of use
  • Features
  • Customer support
  • Likelihood to recommend5/10

Share this review:

Freshservice logo

Freshservice

Decent since switch over

Reviewed 5 years ago
Pros

Major improvements since when I had checked it out and tried before when it was FreshWorks.

Cons

Support and lack of customizing options now with being all cloud based

NL
AvatarImg

Nathan L.

Farming, 51-200 employees

Used daily for 6-12 months

Review source

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

Share this review:

Freshservice logo

Freshservice

Great IT Support Admin Tool

Reviewed 6 years ago

Organising our IT support

Pros

Very useful software. Seems to look after everything that I was looking for. Inventory administration, Ticket lodging. Great product

Cons

Some of the keys are a little restrictive, like a user can only have one monitor. There are ways around it but you need to be aware.

JR
AvatarImg

Jeff R.

Consumer Services, 1,001-5,000 employees

Used daily for 2+ years

Review source

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

Share this review:

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Freshservice

Ease of use and all in one place

Reviewed 10 months ago

overall it has been a great experience and we would recommend it to other companies and divisions.

Pros

I like the ease of use of the system and that we can have asset management, knowledgebase, and incident management all tied together.

Cons

We have had issues with some of the integration pieces, but have sorted most of them out with Freshservice support. We still have a couple of issues we are working out, but overall we have been pleased with support services.

LB
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Lesley B.

Information Technology and Services, 51-200 employees

Used daily for 6-12 months

Review source

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

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Freshservice

Flexible ticketing system for an amazing price

Reviewed 4 years ago

Great customer service. The FreshService team have worked with us like partners since day 1.

Pros

FreshService is an ITSM solution that has everything you need for a small to mid-size business.

Cons

The cloud-based solution offers so many features, it can feel overwhelming when you first start using it.