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Freshservice

Score8.8 out of 10

268 Reviews and Ratings

What is Freshservice?

Freshservice is a cloud-based service desk and IT service management (ITSM) solution that currently serves more than 10,000 SMB, mid-market, and enterprise customers worldwide.

Read more details.

Categories & Use Cases

Media

Screenshot of Android App Support
Screenshot of Asset Management
Screenshot of Project Management
Screenshot of Asset Management
Screenshot of Change Management
Screenshot of Project Management
Screenshot of Release Management

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Screenshot of Android App Support

Freshservice Key Features

Learn about the best (and worst!) features Freshservice has to offer, as determined by TrustRadius' reviewers.
Based on 268 ratings of Freshservice's features
View all Freshservice features

Top Performing Features

  • Organize and prioritize service tickets

    Prioritize tickets to ensure most urgent are tackled first

    Category average: 9

  • Service restoration

    Impact assessment and automated fixes for common problems

    Category average: 8.2

  • Service-level management

    Process for negotiating agreements regarding service level expectations, and ensuring these are met

    Category average: 8.6

Areas for Improvement

  • ITSM collaboration and documentation

    Issue resolution through collaboration mechanisms like discussion threads, social tools; agents can attach notes, files, etc. to tickets in order to maintain a record of all interactions related to the case.

    Category average: 8.3

  • Asset management dashboard

    Dashboard showing organization's software portfolio

    Category average: 8.1

  • Configuration mangement

    Database for tracking and reporting all business assets

    Category average: 8.6

Who Buys & Uses Freshservice

Freshservice Reviews

What users are saying about Freshservice.
View all Freshservice reviews

Pros

  • Workflow automation capabilities
  • Ticket management
  • Customization options

Cons

  • Workflow Automator complexity and limitations (no looping)
  • AI (Freddy AI) feature limitations, especially in lower-priced plans
  • Customization limitations

Great tool for smaller teams and managing tasks

Incentivized
Adam Boudoukha
Analyst in Information Technology at acast (1001-5000 employees)

Use Cases and Deployment Scope

We use Freshservice to assign tasks across our teams and to improve collaboration with teams. We then have daily stand ups to discuss what's on the board and figure out what we will work on for that current week and in future weeks. We do usually have many tasks as our team is quite small.

Pros

  • Clear visual of tickets board
  • easy to organise and switch between boards
  • easy to use UI

Cons

  • it would be nice if you could colour code the tasks
  • the notes features on tickets seems very simple and unstructured
  • dark mode for the UI?

Return on Investment

  • so we have shorter MTTR when it comes to urgent tasks/tickets
  • SLAs are not being breached as much as they were before dua to the clear UI and notifications
  • overall higher productivity

Alternatives Considered

Tasks for Zendesk and monday CRM

Other Software Used

Miro, monday CRM

Go for Freshservice

Incentivized
Ghia June OlayvarView profile
Systems lead in Information Technology at Smartsourcing (201-500 employees)

Use Cases and Deployment Scope

We are using Freshservice as our main ticketing tool in the company. This is also integrated to FreshSales which is our CRM tool. Majority of our company's processes from Onboarding to Offboarding is in Freshservice. The integration between Freshsales and Freshservice is an advantage as we are able to automate parts of our processes.

Pros

  • Integrations to Freshsales
  • Integration to Freshdesk
  • Webhooks

Cons

  • Service catalog
  • Custom objects
  • Email integrations

Return on Investment

  • Streamlined onboarding and offboarding
  • Partially automated onboarding and offboarding

Other Software Used

Freshdesk, Freshsales, Jotform

A great overall product for a mid-sized company.

Incentivized
Verified User
Director in Information Technology (1001-5000 employees)

Use Cases and Deployment Scope

We use Freshservice for IT incidents, requests, and changes. HR and training both use it for managing their requests that previously went to unorganized mailboxes.

Pros

  • A robust support portal that's easily configured by a power user, but also supports developer level customization.
  • The workflow authoring tool is a very easy drag and drop. For more experienced admins, a robust amount of logic and actions.
  • Dozens of integrations out of the box, including most all mainstream business software.

Cons

  • The ability to apply a template to a ticket at any time during the interaction.
  • Some of the out of the box processes, such as change management, have too many required fields. It makes it harder to implement a simplified change management solution.
  • The reporting for different functions like HR, IT, and Facilities are too intertwined. It would be helpful to report only in the context of that workspace.

Return on Investment

  • Using shared mailboxes was very difficult to keep track of who was working what issue. Many times an issue would get double worked, or get unintentionally ignored.
  • The workflow capabilities allowed for a more streamlined and structured onboarding process, as the request can move from HR to IT.
  • The reporting has allowed us to better categorize our tickets, and quickly identify common problems.
  • The reporting has allowed us to measure types of requests differently. When properly defining incidents and service requests, agent efficiency is more accurately tracked.

Alternatives Considered

BMC FootPrints, Microsoft SharePoint and Quest

Other Software Used

Microsoft Dynamics 365, Microsoft 365, Five9, Microsoft Teams

Freshservice An emerging top contender for ITSM

Bruce Magcamit
System Administrator in Information Technology at Peak Support LLC (1001-5000 employees)

Use Cases and Deployment Scope

We are using Freshservice as our primary ITSM tool. This helps us manage issues reported by our employees, provide our services, and manage problems and changes on our environment. Freshservice also helps us with Asset management.

Pros

  • Configuring settings in Freshservice is simple specially on integrating other tools.
  • It has complete modules for ITSM
  • The interface and reports are simple yet effective
  • Support experience is excellent

Cons

  • Automations need improvement such as being able to run scripts or codes based on an event
  • The search functionality needs improvement specially on keyword searching. A lot of filters are already available but it lacks flexibility.

Return on Investment

  • Freshservice helped us manage Incidents on a systematic approach
  • Freshservice helped us enforce our SLAs

Alternatives Considered

ServiceNow Now Platform

Other Software Used

Microsoft 365, Island, NinjaOne, Check Point Harmony SASE, Hyperproof

Usability

Freshservice A Smart ITSM Solution.

Incentivized
Jonas Mertens
Application & System Engineer in Information Technology at Viabuild NV (201-500 employees)

Use Cases and Deployment Scope

We are using Freshservice as an IT tool for logging and handling our tickets. Mostly incidents and service requests. The scope is IT support for end users and logging messages from our monitoring tool. We are also using the built-in asset-management service to register all of our assets and software licenses.

Pros

  • A user-friendly end-user portal that is easy to understand and roll-out.
  • A discovery client that is being installed on all devices collects hardware and software information, so this doesn't need to be done manually.
  • The possibility of adding an automatic workflow for creating new Teams groups or other automations.

Cons

  • To have more options on what to do with the emails that arrive in the support mailbox (which goes to Freshservice), Setting some special rules or detailed filtering is not possible.
  • Non 3rd party tools to connect to Intune are missing. Additionally, the third-party tool available in the store is not satisfactory. It would be nice to have native support for importing devices from our Azure cloud.
  • The contract requires you to prolong your contract end-date by two years instead of just one year, which to us is a bit aggressive.

Return on Investment

  • Alleviate our support team by providing knowledge directly to the end users.
  • Better response times from our IT support team, thanks to automation and dashboard use.
  • Better tracking of our assets by assigning them to users so we know which device was handed out to who. During off-boarding, we know which devices to ask back.

Alternatives Considered

4me.com

Other Software Used

FileZilla, Discord, OneDrive

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