#1 most frequent
United States of America
63.0%2,332 installations of 3,700
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
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Screenshot of Android App Support
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
#2 most frequent
United Kingdom of Great Britain and Northern Ireland
8.0%295 installations of 3,700
#3 most frequent
Canada
5.1%187 installations of 3,700
Pros
- Robust workflow automation for streamlining operations
- Efficient ticket management and routing system
- Alignment with core ITIL processes (incident, problem, change management)
Cons
- Limitations in Workflow Automator (troubleshooting, advanced features like looping)
- Restricted customization and flexibility for default fields and group-level statuses
- Freddy AI features often restricted to higher-tier plans with mixed feedback
Freshservice An emerging top contender for ITSM
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.
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
Freshservice as an IT Helpdesk
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
Great tool for smaller teams and managing tasks
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
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
