Freshservice Features

Freshservice

A complete IT service management (ITSM) tool for business

4.54/5 (423 reviews)

Competitor Feature Comparison

@mentions
API
Access Controls/Permissions
Active Directory Integration
Activity Dashboard
Activity Tracking
Alerts / Escalation
Alerts/Notifications
Approval Process Control
Approval Workflow
Asset Lifecycle Management
Asset Tracking
Assignment Management
Audit Management
Audit Trail
Auto-Responders
Automated Routing
Automatic Lead Distribution
Availability Indicator
Barcoding/RFID
Billing & Invoicing
Bug Tracking
Buy Side (Suppliers)
CMDB
CRM
Call Center Management
Case Management
Cataloging/Categorization
Change Management
Change Planning
Change Tracking
Chat/Messaging
Client Portal
Collaboration Tools
Complaint Management
Completion Tracking
Compliance Management
Compliance Tracking
Configuration Management
Contact Management
Content Management
Contract Drafting
Contract Lifecycle Management
Contract/License Management
Corrective and Preventive Actions (CAPA)
Cost Tracking
Customer Complaint Tracking
Customer Segmentation
Customer Service Analytics
Customizable Branding
Customizable Fields
Customizable Forms
Customizable Reports
Customizable Templates
Dashboard
Data Import/Export
Data Visualization
Deadline Management
Depreciation Management
Device Auto Discovery
Disposal Management
Document Storage
Drag & Drop
Electronic Signature
Email Management
Email Templates
Email Tracking
Employee Portal
Employee Self Service
Event Triggered Actions
Feedback Management
Forms Management
Full Text Search
Gamification
Guided Problem Solving
Help Desk Management
IT Asset Management
IT Asset Tracking
IT Incident Management
Incident Management
Incident Reporting
Interaction Tracking
Inventory Management
Investigation Management
Issue Auditing
Issue Management
Issue Scheduling
Issue Tracking
Knowledge Base Management
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
Network Monitoring
Patch Management
Percent-Complete Tracking
Performance Metrics
Prioritization
Problem Management
Procurement Management
Product Catalog
Project Management
Project Time Tracking
Real Time Analytics
Real Time Monitoring
Real Time Reporting
Real-Time Chat
Real-time Updates
Recurring Issues
Recurring Tasks
Relationship Mapping
Release Management
Remote Access/Control
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
Self Service Portal
Sell Side (Customers)
Service Catalog
Service Level Agreement (SLA) Management
Service Reporting
Status Tracking
Summary Reports
Supplier Management
Support Ticket Management
Support Ticket Tracking
Survey/Poll Management
Surveys & Feedback
Task Management
Task Progress Tracking
Testing/QA Management
Third Party Integrations
Widgets
Workflow Configuration
Workflow Management
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@mentions
API
Access Controls/Permissions
Active Directory Integration
Activity Dashboard
Activity Tracking
Alerts / Escalation
Alerts/Notifications
Approval Process Control
Approval Workflow
Asset Lifecycle Management
Asset Tracking
Assignment Management
Audit Management
Audit Trail
Auto-Responders
Automated Routing
Automatic Lead Distribution
Availability Indicator
Barcoding/RFID
Billing & Invoicing
Bug Tracking
Buy Side (Suppliers)
CMDB
CRM
Call Center Management
Case Management
Cataloging/Categorization
Change Management
Change Planning
Change Tracking
Chat/Messaging
Client Portal
Collaboration Tools
Complaint Management
Completion Tracking
Compliance Management
Compliance Tracking
Configuration Management
Contact Management
Content Management
Contract Drafting
Contract Lifecycle Management
Contract/License Management
Corrective and Preventive Actions (CAPA)
Cost Tracking
Customer Complaint Tracking
Customer Segmentation
Customer Service Analytics
Customizable Branding
Customizable Fields
Customizable Forms
Customizable Reports
Customizable Templates
Dashboard
Data Import/Export
Data Visualization
Deadline Management
Depreciation Management
Device Auto Discovery
Disposal Management
Document Storage
Drag & Drop
Electronic Signature
Email Management
Email Templates
Email Tracking
Employee Portal
Employee Self Service
Event Triggered Actions
Feedback Management
Forms Management
Full Text Search
Gamification
Guided Problem Solving
Help Desk Management
IT Asset Management
IT Asset Tracking
IT Incident Management
Incident Management
Incident Reporting
Interaction Tracking
Inventory Management
Investigation Management
Issue Auditing
Issue Management
Issue Scheduling
Issue Tracking
Knowledge Base Management
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
Network Monitoring
Patch Management
Percent-Complete Tracking
Performance Metrics
Prioritization
Problem Management
Procurement Management
Product Catalog
Project Management
Project Time Tracking
Real Time Analytics
Real Time Monitoring
Real Time Reporting
Real-Time Chat
Real-time Updates
Recurring Issues
Recurring Tasks
Relationship Mapping
Release Management
Remote Access/Control
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
Self Service Portal
Sell Side (Customers)
Service Catalog
Service Level Agreement (SLA) Management
Service Reporting
Status Tracking
Summary Reports
Supplier Management
Support Ticket Management
Support Ticket Tracking
Survey/Poll Management
Surveys & Feedback
Task Management
Task Progress Tracking
Testing/QA Management
Third Party Integrations
Widgets
Workflow Configuration
Workflow Management
Visit WebsiteCompare App
@mentions
API
Access Controls/Permissions
Active Directory Integration
Activity Dashboard
Activity Tracking
Alerts / Escalation
Alerts/Notifications
Approval Process Control
Approval Workflow
Asset Lifecycle Management
Asset Tracking
Assignment Management
Audit Management
Audit Trail
Auto-Responders
Automated Routing
Automatic Lead Distribution
Availability Indicator
Barcoding/RFID
Billing & Invoicing
Bug Tracking
Buy Side (Suppliers)
CMDB
CRM
Call Center Management
Case Management
Cataloging/Categorization
Change Management
Change Planning
Change Tracking
Chat/Messaging
Client Portal
Collaboration Tools
Complaint Management
Completion Tracking
Compliance Management
Compliance Tracking
Configuration Management
Contact Management
Content Management
Contract Drafting
Contract Lifecycle Management
Contract/License Management
Corrective and Preventive Actions (CAPA)
Cost Tracking
Customer Complaint Tracking
Customer Segmentation
Customer Service Analytics
Customizable Branding
Customizable Fields
Customizable Forms
Customizable Reports
Customizable Templates
Dashboard
Data Import/Export
Data Visualization
Deadline Management
Depreciation Management
Device Auto Discovery
Disposal Management
Document Storage
Drag & Drop
Electronic Signature
Email Management
Email Templates
Email Tracking
Employee Portal
Employee Self Service
Event Triggered Actions
Feedback Management
Forms Management
Full Text Search
Gamification
Guided Problem Solving
Help Desk Management
IT Asset Management
IT Asset Tracking
IT Incident Management
Incident Management
Incident Reporting
Interaction Tracking
Inventory Management
Investigation Management
Issue Auditing
Issue Management
Issue Scheduling
Issue Tracking
Knowledge Base Management
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
Network Monitoring
Patch Management
Percent-Complete Tracking
Performance Metrics
Prioritization
Problem Management
Procurement Management
Product Catalog
Project Management
Project Time Tracking
Real Time Analytics
Real Time Monitoring
Real Time Reporting
Real-Time Chat
Real-time Updates
Recurring Issues
Recurring Tasks
Relationship Mapping
Release Management
Remote Access/Control
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
Self Service Portal
Sell Side (Customers)
Service Catalog
Service Level Agreement (SLA) Management
Service Reporting
Status Tracking
Summary Reports
Supplier Management
Support Ticket Management
Support Ticket Tracking
Survey/Poll Management
Surveys & Feedback
Task Management
Task Progress Tracking
Testing/QA Management
Third Party Integrations
Widgets
Workflow Configuration
Workflow Management
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Mobile apps

iOS App


762 reviews

Requires iOS 10.0 or later. Compatible with iPhone, iPad, and iPod touch.

Android App


604 reviews

Freshservice Feature Reviews

25 reviewers had the following to say about Freshservice's features:

Aarib M.

Easy to implement and use. Caveat is data is stored outside of Canada.

2021-05-20

The initial goal was to implement the Change Management features of Freshservice but after some use we found the ticketing system, reporting and knowledgebase tools to be great assets.

Pros

Very clean UI that is easy to navigate and find what you are looking for. Good workflow implementations and close tie-in with ITIL.

Cons

The deal breaker for us was that even though Freshservice was using Amazon AWS, they did not have the option to store data exclusively in a Canadian data centre.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: Free Trial

Frequency of use: Occasionally

Likelihood to recommend

6/10
Source: Capterra
Helpful?   Yes   No
Read more
Scott S.

Excellent project management and transactional service management

2018-04-28

tighter organization management and milestone/project management

Pros

Has allowed us to organize and manage milestone-driven processes more effectively, affording us the ability to successfully integrate 60-70 events per month with an administrative staff of two.

Cons

Not able to provide clients with post-event summaries, nor are we able to export details referencing any project via reporting.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: Less than 6 months

Frequency of use: Daily

Likelihood to recommend

9/10
Source: Capterra
Helpful?   Yes   No
Read more
Jasper M.

Excellent tool

2018-04-01

Advanced Reports And Dashboards

Pros

It is easy to use and a useful tool/software for us as an IT personnel and also for every individual user

Cons

This tool does all the jobs we need in our daily activity

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: 1-2 years

Frequency of use: Daily

Likelihood to recommend

10/10
Source: Capterra
Helpful?   Yes   No
Read more
Eric L.

Good Solid Product with Continuous Updates

2018-05-24

Pros

I like the Dashboard which gives you recent activity at a glance.

Cons

I don't like the CMDB as it's not very user friendly and software management is difficult compared to some other products.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: 1-2 years

Frequency of use: Daily

Source: Capterra
Helpful?   Yes   No
Read more
Devin M.

Great ticket management platform

2021-05-21

Overall, it's a handy tool and offers a solution for almost all of our needs.

Pros

- Easy to use UI. - Offers a mobile app so you can answer tickets on the go. - Asset management integrates well into the ticket view so you can easily see which assets each user has.

Cons

- While the mobile app is a great tool, the interface can be difficult to navigate and settings are limited. - Reports can be a pain to retrieve.

Rating breakdown

Ease of use
Features
Customer support

Time used: 6-12 months

Frequency of use: Daily

Likelihood to recommend

9/10
Source: Capterra
Helpful?   Yes   No
Read more
Sebastien W.

Excellent tool for FREE

2018-03-28

Manages all the incidents my users log and enables myself and my team to stay on top of issues, and address issues that have been escalated to me enabling me to support my team and stay in communication with all team members on all incidents.

Pros

Streamlined helpdesk service that is very easy and fast to get up and running. Great search capability.

Cons

Poor asset management capabilities.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: 1-2 years

Frequency of use: Daily

Likelihood to recommend

10/10
Source: Capterra
Helpful?   Yes   No
Read more
Martin G.

Great product, some minor limitations

2018-04-03

Fantastic incident management, Change and problem management plus all essential reporting

Pros

Supports the majority of our daily ITIL based needs. Good workflow solution and email integration.

Cons

Being Web based, we lose access during outages or network slow downs.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: 1-2 years

Frequency of use: Daily

Likelihood to recommend

9/10
Source: Capterra
Helpful?   Yes   No
Read more
Missy I.

Freshservice is my key application to manage and track support and projects

2018-04-17

Productivity, efficiency with real time and up to date reports

Pros

I use Freshservice every day and for ticket management and reports for the ICT department.

Cons

Too much to learn and master. In my role I continue to look at using Freshservice functionality from end to end. Currently I am entering ICT assets what a job !

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: 1-2 years

Frequency of use: Daily

Likelihood to recommend

10/10
Source: Capterra
Helpful?   Yes   No
Read more
Ahmed M.

IT Service Level Manager

2021-08-29

It is very good for our business we depend on it for reporting and analysis and we take alot of decisions from these reports

Pros

Incident management, Request fillflument ,change management, tracking inventory knowledge base

Cons

Features easy to use but may be need to more clearly for users

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: 2+ years

Frequency of use: Daily

Likelihood to recommend

10/10
Source: Capterra
Helpful?   Yes   No
Read more
Rhys M.

FreshService is the best Helpdesk software I've ever used.

2018-04-05

Pros

There is a dashboard which gives great visibility over current activities.

Cons

It would be good to be able to easily run reports to gather information on tickets with specific keywords/tags rather than just using the search function.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: 2+ years

Frequency of use: Daily

Likelihood to recommend

8/10
Source: Capterra
Helpful?   Yes   No
Read more
Michelle S.

Affordable All-Inclusive IT Help Desk Solution

2021-05-20

Pros

No need to purchase 3rd party solutions to make it all-inclusive.

Cons

Gamification is severely lacking, wish FreshService could offer Kaizo gamification integration.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: 6-12 months

Frequency of use: Daily

Likelihood to recommend

10/10
Source: Capterra
Helpful?   Yes   No
Read more
Renan B.

Freshservice improving support speed

2021-06-28

In genneral, the tools is awesome, We have the ability to improve support and automate various issues,

Pros

- The possibility to create a service catalog, for each type of service request that I have in my company, - The possibility to customize my support portal, and ticketing system, based on customers, companies, departments, I can set the tool in the way I want, - Asset tracking, I can track, and see each asset in my network, and in my entire company, inventory control, - UI friendly, a robust app store to integrate with a lot of systems,

Cons

The contract management could be a little bit better, with the possibility to track the contract with reports, The communication with the support, international support is unrealistic about deadlines, ETA's

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: 1-2 years

Frequency of use: Daily

Likelihood to recommend

9/10
Source: Capterra
Helpful?   Yes   No
Read more
Neil D.

Freshservice is a robust, yet easy to use Service Desk tool

2018-04-03

Ease of use and intuitive UI

Pros

- ITIL Focus - UI is clean and appealing - Numerous features including Asset Management, Change Management, Contract Management, and the recently introduced Project Management

Cons

Certain small features or UI changes need to expedited, such column view of tickets in 'queue view' and scheduling for all reports, not just assets

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: 2+ years

Frequency of use: Daily

Likelihood to recommend

9/10
Source: Capterra
Helpful?   Yes   No
Read more
Abhishek M.

Overall a good software and need minor improvements

2020-09-24

Pros

Color combination and features are very appealing to use Workflow Automator is quite user friendly with simple flowcharts

Cons

It should be like we draft an email Analytics dashboard needs has a cache issue, it will not update the ticket status on real time There should be an option to download the report directly rather than sending out and email

Rating breakdown

Ease of use
Features
Customer support

Time used: 6-12 months

Frequency of use: Daily

Likelihood to recommend

7/10
Source: Capterra
Helpful?   Yes   No
Read more
Timothy J.

FreshService provides many of ServiceNow level functions - but without the price tag

2021-04-14

It has solid overall build quality and supports ITIL standards and data capture in many areas.

Pros

Streamlined interface has been easy for our IT team to learn and use.

Cons

I would love to see more and better reporting - simplistic tools for creating reports limit advanced analysis in the tool.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: 1-2 years

Frequency of use: Daily

Likelihood to recommend

7/10
Source: Capterra
Helpful?   Yes   No
Read more
Miguel N.

Everything to gain, nothing to lose, top quality ITSM software here!

2018-02-08

Better performing of the IT department and responses time to custoers

Pros

* Easy Problem Management Module

Cons

Not much of a con but more of something that I would like to see added, more in depth reporting, wih more access to custormer to extract their own reports ajusted to their needs

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: 1-2 years

Frequency of use: Daily

Likelihood to recommend

10/10
Source: Capterra
Helpful?   Yes   No
Read more
Radosław D.

We've been using FreshService for over a year now and don't see a reason to change :)

2018-06-03

Another great feature is the ability to use keyboard shortcuts that allows me to do my work faster.

Pros

We really like the asset management feature - it's helpful to be able to assign tickets to devices so that later we can spot trends.

Cons

It currently lacks integration with one of our monitoring tools so we spend quite some time closing tickets that are no longer valid but that will be solved in the future.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: 1-2 years

Frequency of use: Daily

Likelihood to recommend

10/10
Source: Capterra
Helpful?   Yes   No
Read more
Michael B.

Great for the Price! Love the Features!

2018-11-13

Our previous helpdesk just was not working for us but the reason we could not immediately switch to a new one was due to the fact that we needed integrated asset management. Finding a good quality helpdesk like this is rare.

Pros

Tons of features. We needed a helpdesk that could also help manage our assets and this helpdesk managed to do both. What was really great was that we needed something that could work with our G Suite and help manage Chromebooks too!

Cons

Hard to import tickets/assets.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: 6-12 months

Frequency of use: Weekly

Likelihood to recommend

8/10
Source: Capterra
Helpful?   Yes   No
Read more
Gopal R.

Since we went live last year, we fell in love with this software mainly with its ease to use.

2018-04-06

Tracking all the service requests from customers, easy of operation and reporting.

Pros

Easy to customize alerts to agents and action messages.

Cons

We are using the software only over a year. So we haven't hit the case of something that cannot be done with the software.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: 1-2 years

Frequency of use: Daily

Likelihood to recommend

9/10
Source: Capterra
Helpful?   Yes   No
Read more
Rob B.

Fresh Service Review

2020-09-24

Being able to consolidate all of the forms, inventory, and software tracking that had become tedious in our old system.

Pros

The ability to manage, track and set up the collection of both the hardware and software inventory and use this to monitor required maintenance and/or warranty.

Cons

The Task management is limited.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: 6-12 months

Frequency of use: Daily

Likelihood to recommend

7/10
Source: Capterra
Helpful?   Yes   No
Read more
Cesar S.

Great tool for improve your business with IT Management

2018-04-09

Excellent tool for IT development, very complete and useful app.

Pros

Freshservice has everything you need to improve your business, it works through a set of six elements: Incident Management, Asset Management, Service catalog, Reporting, Integrations and Gamifications, each one with an enormous set of features for you to improve your business and organize your data, this software help you to be always on track of the processes of your business.

Cons

It can take a little to deploy, becuase you have to set properly which elements of your business you want to develop, so I recommend to first set the interest and later start using the app, because it requires a lot of information from your company to work.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: 6-12 months

Frequency of use: Weekly

Likelihood to recommend

9/10
Source: Software Advice
Helpful?   Yes   No
Read more
Jashar A.

Migration - Implementation easy as can be. It's our daily dose of happiness!

2018-05-09

Time!

Pros

Furthermore, mobile app offers core services which makes it easier and more flexible to provide needed support.

Cons

I think will be ideal if in near feature will be available computer application.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: Less than 6 months

Frequency of use: Daily

Likelihood to recommend

10/10
Source: Capterra
Helpful?   Yes   No
Read more
Peter P.

Decent support for IT Operations of smaller organization

2018-08-26

Ours is a small organization so it was easy to use.

Pros

The simple, uncluttered interface is bound to be easy.

Cons

No space for any asset management. Also, zero support for pulling reports. also, integration with other applications could only be a dream.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: 6-12 months

Frequency of use: Weekly

Likelihood to recommend

7/10
Source: Capterra
Helpful?   Yes   No
Read more
Philipp H.

Easy to implement with a lot of features. You can start with a small setup and easy extend.

2018-04-28

A central data platform for our service usage and support.

Pros

Simple UI no instructions needed to get going.

Cons

The search function should be better with freetext searchrequests.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: 1-2 years

Frequency of use: Daily

Likelihood to recommend

9/10
Source: Capterra
Helpful?   Yes   No
Read more
Jose Q.

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

2018-03-26

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.

Pros

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.

Cons

Freshservice deals with this by integrations and automations, but out of the included modules (Tickets, Problems, Changes, Releases, CMDB, Projects, Solutions and Reports) you can't, at the moment, add a new one, such as Facilities or HR for example.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: 2+ years

Frequency of use: Daily

Likelihood to recommend

9/10
Source: Capterra
Helpful?   Yes   No
Read more