Freshservice

Score8.7 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.

Categories & Use Cases

Media

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Screenshot of Android App Support

Organize and prioritize service tickets
Prioritize tickets to ensure most urgent are tackled first
Category average: 9
Service-level management
Process for negotiating agreements regarding service level expectations, and ensuring these are met
Category average: 8.6
Expert directory
Directory of IT and businesses services available to customers to help route tickets to appropriate subject matter experts
Category average: 7.9

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

Bruce Magcamit

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

Jonas Mertens

Application & System Engineer in Information Technology at Viabuild NV (201-500 employees 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

Dragan Ovrlinic View profile

Global Director of IT in Information Technology at Acast (201-500 employees employees)

Use Cases and Deployment Scope

We are using it as our internal IT Helpdesk for providing solutions, support and a platform for our employees to submit their issues and IT requests. The issues that Freshservice solves for us is to provide a streamlined and easy solution for our employees to have a one-stop shop where they can go when they have any IT related queries.

Pros

Easy to use
Easy to setup
Well integrated with 3rd party solutions
Adaptable to our needs

Cons

Even more customizability
Possibilities to affect what the AI bot can do
A better workflow automator

Return on Investment

It reduced our support SLA
Provided a better channel for our employees
IT agents stayed on-top of their work

Alternatives Considered

Jira Service Management, Zendesk Suite, OTRS and ServiceNow IT Service Management

Other Software Used

TRELICA, Slack, Google Workspace

Adam Boudoukha

Analyst in Information Technology at acast (1001-5000 employees 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

Ghia June Olayvar View profile

Systems lead in Information Technology at Smartsourcing (201-500 employees 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

Freshservice

What is Freshservice?

Categories & Use Cases

Media

Key Features

Top Performing Features

Organize and prioritize service tickets

Service-level management

Expert directory

Areas for Improvement

ITSM collaboration and documentation

Asset management dashboard

Configuration mangement

Reviews

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Usability

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Other Software Used

Use Cases and Deployment Scope

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Alternatives Considered

Other Software Used

Use Cases and Deployment Scope

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Alternatives Considered

Other Software Used

Use Cases and Deployment Scope

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Other Software Used

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