Freshservice ServiceDesk Reviews

Freshservice ServiceDesk

A complete IT service management (ITSM) tool for business

4.52/5 (329 reviews)

Dave Parkinson

Feature packed ITSM which has room for improvement.

Used daily for less than 6 months
Reviewed 2018-03-12
Review Source: Capterra

Moving from a shared mailbox it has been a lot easier to manage incoming incidents and track who is working on which ticket. Being an ITIL based ITSM we can now properly track system changes and gain approval across the business based on our business processes.Simple to use - one of the main reasons we went with FreshService was that during a trial of many other systems FreshService was by far the easiest to setup and configure. This means more time doing other projects rather than administering the helpdesk system. Powerful Automations - my trial version had the new Smart Workflow addon which made creating complex workflows very easy and simple. There is still room for improvement and some fields cannot be used in automations e.g. Impact or Urgency. Self service catlog - its a nice to have and allows easy segregation of Service Requests compared to Incidents, the custom forms are nice although would be better to dynamic i.e. drop down of all requesters for example. Branding - nice branding options and easy to use giving full access to CSS / HTML although not as easy to manipulate as ZenDesk. Self Service Portal - We haven't rolled this out to end users yet but the portal is easy to use and with the branding options can be customised. The embedded widget is also useful and can be embedded into SharePoint.

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Freshservice ServiceDesk

A complete IT service management (ITSM) tool for business

Anonymous

Feature-rich and intuitive

Used daily for 6-12 months
Reviewed 2018-02-27
Review Source: Capterra

We are back "with the times" compared to our previous ticket system.The FreshService interface is pleasant and pretty intuitive to work with. We had been using a different ticket system for more than a decade. Nonetheless, the switch to FreshService was relatively smooth for the whole team. I think the major reason is that the interface feels rather natural or comfortable to work with. The same kind of intuitiveness is also seen under the hood (Admin panel), which is where a lot of other systems fall short. Even though Fresh Service packs a ton of features under the hood, you are not battling against a maze of intertwined difficult-to-manage configurations. I personally don't need to do a lot of changes in the configuration (I'm rather the "backup" for those kind of things), but when I do, it doesn't take me too long to find out where I need to adapt what setting. I had to contact Fresh Service support a few times and so far always got a satisfactory reply in a decent reply time.

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Freshservice ServiceDesk

A complete IT service management (ITSM) tool for business

Jose Quintero

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

Used daily for 2+ years
Reviewed 2018-03-26
Review Source: Capterra

The rapid deployment! Being Cloud, we were ready to start almost from day zero. The learning curve is quite smooth, and it was fairly easy to perform basic to moderate customizations on the portal and forms. 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.It's literally "pay and use". Zero footprint in your current IT architecture, everything is habdled via any compatible web browser. And yet it includes advanced ITSM functionalities such as asset management and CMDB, in which you mdeploy Probes and Agents to Windows, Linux and Mac devices to scan and inventory hardware and software. 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.

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Freshservice ServiceDesk

A complete IT service management (ITSM) tool for business

Joe McGrath

Great Help Desk Software, Particularly For Time Pressed Admins

Used daily for less than 6 months
Reviewed 2017-09-15
Review Source: Software Advice

The pricing for this product is very competitive which is great for the IT budget and value for dollar represent a good deal. I find the Support team is very helpful and responsive. This is not a complex product to set up but does take a little time to figure out how things work within Freshservice. I am very please overall.SaaS based product so no on premises hardware or software. Setup is more than 10 minutes that some of the marketing indicates, but definitely not a complex setup. Once you understand the workflow things become fairly intuitive in setting up the software. The ability to process tickets from one screen, enabling you to reply, enter case notes and disposition the ticket from one screen is very good. Like anything there is a learning curve involved, but it becomes very straightforward to Administer. This is very important as I am handling issues, closing tickets and assisting end users so I do not have the time to spent an hour a day doing routine maintenance tasks. The technical support team is also very helpful.

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Freshservice ServiceDesk

A complete IT service management (ITSM) tool for business

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. 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.

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Freshservice ServiceDesk

A complete IT service management (ITSM) tool for business

Bryan Simms

Great tool for tracking issues, managing assets, staying compliant

Used daily for 1-2 years
Reviewed 2018-04-11
Review Source: Capterra

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.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.

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Freshservice ServiceDesk

A complete IT service management (ITSM) tool for business

Shaun Ellam

Freshservice is a very simple web based portal with a great deal of functionality.

Used daily for 1-2 years
Reviewed 2018-04-06
Review Source: Capterra

Freshservice is an easy way to manage and resolve issues by following the ITIL procesFreshservice follows the ITIL process which means it is easier to structure in a way which works for our business. Tickets can be raised by internal users or customers outside of the business allowing for greatly improved communication. Tickets are easy to manage in terms of responses and audit trails. The service catalogue is a great feature, this allows us to capture all the necessary information first time every time. Outside of tickets and communication there are a vast amount of admin features, one we commonly use is dispatcher. This allows our business to create rules for tickets/service requests that hit the helpdesk. This in turn saves time and further increases productivity. The ability to create reports is a great way to identify where we can improve and provide a much improved service to our users.

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Freshservice ServiceDesk

A complete IT service management (ITSM) tool for business

Tyler Brandt

A great, fully featured, ITSM solution that is easy to setup and highly customizable to your needs.

Used daily for 2+ years
Reviewed 2018-03-22
Review Source: Capterra

This software helps greatly with streamlining workflow and helping the team adopt ITIL standards. It is convenient and easy to use, and easy to learn for agents.There's a lot of pros to FreshService. The automated routing (dispatcher) system is excellent and extremely configurable. You essentially are able to make if-then statements with a ton of different variables to route tickets to groups or agents, along with custom notifications. The ticket form, self-service portal, and service catalog are all very customizable and excellent resources as well.

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Freshservice ServiceDesk

A complete IT service management (ITSM) tool for business

Daniel Walter

The system is easy to use and has an inviting design that everyone can get used to.

Used daily for 2+ years
Reviewed 2018-03-19
Review Source: Capterra

Our company has very specific requirements and this software is able to fulfill all of them. We appreciate the continued development and clear control of the system. Management has better control over departmental processes. The use of this software has shifted our customer service to a higher level.The system is easy to use and has an inviting design that everyone can get used to. Even after years of use, the system is constantly evolving and improving. Freshservice can always surprise us with new functionality. The range of features can satisfy every big and small business. Depending on the needs, an appropriate cost plan can be selected. We greatly appreciate various kinds of reports.

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Freshservice ServiceDesk

A complete IT service management (ITSM) tool for business

Jeff St.Laurent

Service Management System that just works!

Used daily for 2+ years
Reviewed 2018-03-26
Review Source: Capterra

Truly enables our team to work effectively and manage the work items from start to end no matter what is involved or how complicated the work items can sometimes be. We are able to reduce our metrics across the board due to the options available and the way the system works. Follows ITIL practices, stable, UI, mobile app, lots of options from an administrator point of view. Service catalog works really well. Freshservice is constantly adding new functions and listening to user requests. The ability to link work items across entities such as incidents to problem, problem to change and feature requests to changes helps to tell a story of every work item and lets you get into the details when needed.

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Freshservice ServiceDesk

A complete IT service management (ITSM) tool for business

Radosław Długosz

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

Used daily for 1-2 years
Reviewed 2018-06-03
Review Source: Capterra

We switched from Autotask which was too costly for us. Freshservice allowed us to cut costs practically to zero and also introduced automatic asset tracking for some of our clients' equipment. Another great feature is the ability to use keyboard shortcuts that allows me to do my work faster.It's quite easy to set up and start using. 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. Freshservice didn't have on time tracking feature that we wanted and their support team was very helpful in implementing a custom solution for us. The ability to have 3 agents for free is incredible for small shops that are just starting.

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Freshservice ServiceDesk

A complete IT service management (ITSM) tool for business

John Bui

Simple online based ticketing solution

Used daily for 2+ years
Reviewed 2018-03-28
Review Source: Capterra

Cost effective online-based ticketing system with ease of setup.Everything is hosted online and easily accessible via web browser or mobile app. FreshService provides a section for creating instruction guides and asset management. The platform is fairly easy to setup with our Microsoft Azure SSO environment. The support team is quick to respond and helpful.

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Freshservice ServiceDesk

A complete IT service management (ITSM) tool for business

Anonymous

Freshservice covers all our requirements for ITSM

Used daily for 1-2 years
Reviewed 2018-03-29
Review Source: Capterra

A better, more efficient support for our customers with an 360° view over all assets, contracts and sla's. At first, we like the modern and intuitive User Interface. Then, all our requirements about an ITSM solution are fulfilled (processes, reporting, solutions db, assets, contracts and so on). Freshservice support our administrators in the daily business. The productivity tools like the Dispatch'r or Oberserver are awesome. The daily passes are cost effective for our consultants, who do not work with Fresh every day. In short: A modern and fresh ITSM tool with a lot of really nice feature, but not too complicated and "overloaded".

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Freshservice ServiceDesk

A complete IT service management (ITSM) tool for business

Chris Suhajda

Willingness to provide updates and pass ticket along to proper support channels is appreciated.

Used daily for 1-2 years
Reviewed 2018-03-12
Review Source: Capterra

Ability to track support requests and provide some statistics to support the need for improvement in our operations as well as support/development staff has been a big plus. While there is still work that can be done to make this system more beneficial to the organization, it did not take much effort to put it in place and utilize it for the initial needs we had of reporting and categorizing our support requests.Ease of use and mobile app functionality is excellent. Updates seem to be implemented almost weekly so it is encouraging to see the product constantly evolving and responding to user's requests for improvement.

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Freshservice ServiceDesk

A complete IT service management (ITSM) tool for business

John Roche

This product is the heart of our service delivery system

Used daily for 2+ years
Reviewed 2018-03-29
Review Source: Capterra

ability to capture all service work and track to a billing stage once setup it is easy to use - the mobile app is a real advantage and work well - it is a very good package for tracking service work - the process of moving from current to resolved to closed works well. The ability to track time by service delivery person is great along with the option to add a short note.

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Freshservice ServiceDesk

A complete IT service management (ITSM) tool for business

Mark Whitmire

Great support and commitment to customer driven enhancements!

Used daily for 6-12 months
Reviewed 2017-02-07
Review Source: Capterra

Our nonprofit managed services organization converted to FreshService on June 6th of last year (2016). The setup process was straightforward and not terribly resource intensive. The standard reporting is exceptional and they just recently added a custom report and scheduling capability. We made the change because our previous vendor was not investing in their solution. That is not the case with FreshService. The product is updated regularly and some of those have resulted from our requests. I would highly recommend this solution for any internal or managed services IT organization. The standard set of reports is exceptional as compared to our previous product and other products we have looked at. These reports provide quantitative measures of staff productivity, SLA compliance, ticket flow, and customer satisfaction.

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Freshservice ServiceDesk

A complete IT service management (ITSM) tool for business

Muhammad Siddiqui

We have developed a IT helpdesk scenario using freshservice and it is comfortably working for us

Used daily for 2+ years
Reviewed 2018-03-29
Review Source: Capterra

better manage our users issues and change requests. a high level of communication to give our users a satisfaction during the course from when they initiate a request, its progress and its ultimate completion. We also use this tool Lesson learned and utilize the historical tickets and its resolution when we have similar issues. We use Solutions function and most of the issue resolutions and methods are defined over there for smooth execution. We use this tool to provide our management the performance appraisal for IT Departmentonline and highy availability - well defined working structure - clear and crisp messages and seamless integration with our Email system.

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Freshservice ServiceDesk

A complete IT service management (ITSM) tool for business

Veronica Coslovich

Very simple easy to use for both an Admin user and for Requesters.

Used daily for 1-2 years
Reviewed 2018-03-29
Review Source: Capterra

We always struggled getting teachers to log jobs with our old ticketing system, they always forgot their account details to log in. With Freshservice you are not required to create an account to put in a request, as long as the requester enters a valid email address they will receive emails with updates of the status of the ticket when ever you add notes or close the job. It was very easy to setup as well. We were able to modify the form for staff to fill out with their request and customise the portal with our school logo. You can also add your own FAQ and solutions page. Would definitely recommend for your organisation!Unlike other service desk software, users are not required to have an account to put in tickets, they only need to put in their email address and will receive updates on the ticket as you make notes.

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Freshservice ServiceDesk

A complete IT service management (ITSM) tool for business

Lisa Hazen

We love using ServiceDesk ! Much easier than our prior ticketing system.

Used daily for 6-12 months
Reviewed 2018-02-23
Review Source: Capterra

We have streamlined our helpdesk processes considerably and provided our user base with a tool that they actual don't mind using!! Customizable to your business. Simple data entry panels for the customers. Easy to keep track of tickets with views so you can see just your tickets, or your groups tickets. Escalation process that is built in works great for getting approvals for spend in advance. Has streamlined our efforts tremendously. Also love the private note capability so we (in IT) can assist one another with notes, but there is just one person dealing with the customer.

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Freshservice ServiceDesk

A complete IT service management (ITSM) tool for business

Dan Habberley

Easy to setup and configure, professional and modern to use

Used daily for 6-12 months
Reviewed 2018-02-26
Review Source: Capterra

Instantly improved our ability to manage and prioritise our support of both our internal IT users, as well as our external clients. Have also started using Freshservice for asset management, which initially we had no intention of doing, but after testing have found it to work brilliantly for this too.Very easy to use for our end-users, as well as agent. Also very easy to set-up, practically works "out of the box", and doesn't need any specialist knowledge of HTML, etc. Looks good and for the most part as customisable as required. Integration with O365/AD a bonus. Asset management tools are great. Automatically generated reports come out looking good straight out.

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Freshservice ServiceDesk

A complete IT service management (ITSM) tool for business

Isabel Karanja

The experience has been great! The various reports have given given our team visibility of what we

Used daily for 1-2 years
Reviewed 2018-03-27
Review Source: Capterra

There is visibility of what the IT team is doing as a department. Support cases raised by users are closely followed up to completion with every feedback clearly recorded and users consequently feel well catered for. The Team is able to access the areas that need a lot of attention through the various reports. It also has made Agents work even harder and smarter in order to solve issues, incidences and complete projects within SLA I love the many different reports, SLA watch for agents, the facts that customers can raise tickets simply by sending an email without necessarily logging in to the portal. The possibility of customer feedback. I love that the team can populate solutions and build up knowledge base.

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Freshservice ServiceDesk

A complete IT service management (ITSM) tool for business

Sean Jennings

Intuitive, evolving and provides great value for money spent

Used daily for 1-2 years
Reviewed 2018-03-08
Review Source: Capterra

Visibility and efficiency Can now measure results and see where we can improve Setting this system up for our business was straightforward and no complications Easy to use and navigate Efficient support included in the pa package - no blow outs. Default reports are comprehensive Covers asset register, change and problem management, tickets in one package Ticket management is fantastic Gamification encourages agents to achieve SLAs. Cloud based and accommodates SAML making it easily accessible to our users

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Freshservice ServiceDesk

A complete IT service management (ITSM) tool for business

John Daniels

Has been invaluable in shaping our team going forward

Used daily for 2+ years
Reviewed 2018-03-28
Review Source: Capterra

1. We really needed to formalise our reporting process. Job Done! 2. Reports back on the ares we are getting the most issues and we can manage physical, training, software or other specific issues. 3. Drives performance from a BAU and project view. Simple layout which looks clean and easy to use from a busy systems admin. Can easily be tailored to add layers of information which in turn easily reports back. Easy for all staff to use the system.

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Freshservice ServiceDesk

A complete IT service management (ITSM) tool for business

Anonymous

Simple with all the features you need

Used daily for 2+ years
Reviewed 2018-03-28
Review Source: Capterra

Excellent asset tracking. Discover probe at free level is fantastic. Customization of fields is simple. The simple and intuitive interface. There is a lot of ability for customization of fields. Free level is great place to start and robust. Technical support is best in class backed-up with fantastic online knowledge base. I have used several tiers of this product and was quick to implement at a new company.

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Freshservice ServiceDesk

A complete IT service management (ITSM) tool for business

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

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.

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Freshservice ServiceDesk

A complete IT service management (ITSM) tool for business