Freshservice Reviews

Name: Freshservice
Brand: Freshworks
Rating: 4 (32 reviews)

4.0 out of 5

32 reviews
96% willing to recommend

1,392 followers

What is Freshservice?

Freshservice is an intelligent, cloud-native service management solution. It provides efficiency and agility through AI to create a contextual and intelligent experience. The solution also empowers employees to work whenever and wherever they need to work. Freshservice powers integrations and workflows at the enterprise scale, building upon an open platform and marketplace with connectors and APIs that you can extend and customize.

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Freshservice is the #7 ranked solution in top IT Service Management (ITSM) solutions, #9 ranked solution in top Help Desk Software, #9 ranked solution in top IT Asset Management solutions, #14 ranked solution in top Project Management Software, and #17 ranked solution in top Cloud Management solutions. PeerSpot users give Freshservice an average rating of 8.0 out of 10. Freshservice is most commonly compared to ServiceNow: Freshservice vs ServiceNow. Freshservice is popular among the large enterprise segment, accounting for 63% of users researching this solution on PeerSpot. The top industry researching this solution are professionals from a computer software company, accounting for 26% of all views.

Helped 814,763 peers since 2012

Featured reviews

Tim Guilder

Head of Production Technology at ITV

It would be good to have the product integrated with Google because that's our corporate tool of choice. I'd also like to see a notice board where you can list a summary of the top 10 items being dealt with each day. It's something that would be very helpful. I believe they're working on a chatbot but we haven't seen that as yet. I'd like it to include a space where questions asked to a chatbot can be self-triaged in terms of support or with the ability to point you towards a knowledge-based article. We've been doing some of that ourselves but it would be good to have it through a chatbot.

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Eslam Adel

Senior IT Service Delivery Specialist at Toshiba elaraby egypt

We have multiple levels of services. We have central services and geographical or location-based services for the same type of service. For example, in HR, we have a training team. There are some services that are managed or provided by a central L&D team, and there are some services that are handled by the local L&D team. It has reduced the time to look up who is responsible for a service, and it has reduced the time to finalize a service request because it now goes directly to the person who is responsible for the service in that location. So, a service request is handled quickly and directly by the person responsible for it.

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Bijoykrishna Das

Analyst at Ametek India

It's a major lead to work with the IT architecture The admin feature is the UI, so it's very clean. The asset management and its model are valuable as well. Day by day, they keep on adding more features which are making the application very slow. We're we're facing some slowness. For example,…

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Freshservice mindshare

Product category:

As of November 2024, the mindshare of Freshservice in the Help Desk Software category stands at 3.4%, down from 3.8% compared to the previous year, according to calculations based on PeerSpot user engagement data.

Help Desk Software

Key learnings from peers

Last updated Nov 3, 2024

Valuable Features

Freshservice offers ease of use, intuitive interface, and seamless integrations. Incident management, workflow automation, and change management are highly valued features. Users appreciate its mobile app, asset management, and user-friendly portal. Its flexibility and configuration capabilities support efficient ticket handling. Analytics, contract management, and the centralized dashboard enhance productivity and overall experience. Customizable workflows, extensive catalog options, and a dynamic support environment are also key elements appreciated by organizations. User-friendliness, rapid deployment, and ITIL compliance are emphasized attributes.

"It's very handy and very easy to use."
"One of the things I liked about Freshservice was how easy it was to implement. While it doesn't have extensive customization capabilities, the available options are sufficient for certain sizes of companies. You don't need to customize your ticketing system much. Freshservice is a great solution because you can implement it very quickly. You can upload your catalog, and you're done in maybe a week or two."
"The workflow and the change management process are valuable."

Room for Improvement

Freshservice requires improvements in reporting, customizable workflows, chat integration, and workflow automation. It faces challenges with project management features, user interface navigation, and integration with platforms like Microsoft Outlook. Users request enhanced analytics, expanded customizability, and better asset discovery. Security roles, task visibility, and workflow management need refinement. Freshservice should address limitations in module consistency, language translation, and technical support. There are also concerns about billing processes, feature updates, and the overall performance speed.

"There is room for improvement in reporting for project management."
"I think it would be great if the tool had another version that is more customizable. From what I remember, there were some limitations regarding the number of assets you could track. In a more robust version, the number of assets increases, but I think it would be better to have something more customizable for all versions, especially the most robust version. This would be great for larger customers."
"Freshservice automation capabilities are improving the way we respond to a few customers. There is a bit of delay when we must respond to the customer."

ROI

Businesses experienced immediate benefits from Freshservice, such as streamlined ticket logging and improved staff feedback. Migrating to Freshservice eliminated server maintenance, resulting in cost savings. Though calculating ROI is challenging, it provides financial benefits, particularly in ticket management and asset tracking. Its pricing might be high for some departments, affecting budget considerations. Improved efficiency and visibility into ticket resolution have enhanced overall team satisfaction, with a notable impact on resource management and cost reduction.

Pricing

Enterprise buyers evaluating Freshservice find its pricing models to be varied and flexible, allowing for monthly or yearly payments based on the number of agents and features needed. Pricing is transparent on their website, generally perceived as competitive with other solutions like ServiceNow, though some find it expensive. Discounts may apply depending on the region. Some users opt for additional features at extra costs. Annual licensing is common due to its affordability compared to monthly plans.

"I don't think it's expensive for the US or some European markets. Still, when I used Freshservice in Mexico, some customers found it a bit pricey, especially considering the platform's features. I think the pricing is fair for use in the European market, but it might be perceived differently in Latin America."
"Compared to other tools, Freshservice is affordable."
"The cost at the current timing is very reasonable but as the product gains popularity, I anticipate it might become expensive. Fortunately my customers have been offered a generous discount making it more affordable for me and satisfying both my needs and customers requirement."

Popular Use Cases

Companies primarily use Freshservice for IT incident management, help desk ticketing, and change management. It supports service and asset management, tracks and manages inventory, and automates workflows. Organizations utilize it in various sectors, including HR, legal, and broadcast environments, for service requests and operational support. Freshservice integrates with other tools for project and software license management, providing a comprehensive IT service management experience, often with customization for business demands and client-specific requirements.

Service and Support

Freshservice customer service is reactive and helpful. Response times vary, with some experiences reporting rapid replies, while others find delays and communication challenges. Support is accessible via chat or email, though locating contact options on the interface can be tricky. Users encounter issues with language translations and incomplete responses. There are mixed experiences; some are highly satisfied, citing professional assistance, while others face inefficiencies and suggest improvements in understanding complex problems.

Deployment

Freshservice's initial setup is generally described as straightforward and quick. Many users find it easy to set up, with minimal time required for basic configurations. Some mention that complexity arises with extensive customization and integration, which may take weeks or months depending on requirements. Users appreciate its user-friendly interface, although extensive configuration can be time-consuming. Cloud deployment makes maintenance straightforward, supported by an active community and resources.

Scalability

Freshservice scales well, supporting growth without issues. It allows easy license additions and adapts to expanding teams. While its customization could improve, its flexibility benefits users adding departments and processes. The system handles thousands of users across various environments, though enterprise-level challenges may exist. Licensing is based on agents rather than requests, and costs increase with more agents. Freshservice is highly scalable, facilitating business processes with simplicity in expansion, though customization limitations may affect extensive scaling efforts.

Stability

Freshservice exhibits strong stability with few incidents of instability. Users experience reliable performance, minimal outages, and efficient handling of tasks. Occasional minor issues related to integrations or large data imports are noted but remain infrequent. Most users commend its consistent uptime and deployment practices, ensuring seamless operations without affecting end-users. Some browser-specific issues are reported, but overall satisfaction with stability remains high, with many rating it between seven to ten out of ten.

These insights are based on the in-depth reviews provided by peers to help you make a better buying decision.

Download our Freshservice Buyer's Guide for additional reliable information.

Review data by company size

By reviewers

By visitors reading reviews

Top industries

By visitors reading reviews

Computer Software Company

26%

Manufacturing Company

Government

Financial Services Firm

Real Estate/Law Firm

Retailer

Educational Organization

Healthcare Company

Energy/Utilities Company

Non Profit

University

Construction Company

Hospitality Company

Insurance Company

Comms Service Provider

Media Company

Outsourcing Company

Performing Arts

Transportation Company

Consumer Goods Company

Legal Firm

Non Tech Company

Marketing Services Firm

Mining And Metals Company

Recreational Facilities/Services Company

Pharma/Biotech Company

Wholesaler/Distributor

Compare Freshservice with alternative products

Learn more about Freshservice

Freshservice Features

Freshservice has many valuable key features. Some of the most useful ones include:

ITIL-aligned processes
Intelligent AI/ML capabilities
Advanced CSAT
Extensible platform
Self-service portal
Smart automations
Service catalog
Effective monitoring and alerting
Out-of-box analytics
Mobile app
Marketplace apps

Freshservice Benefits

There are many benefits to implementing Freshservice. Some of the biggest advantages the solution offers include:

Intelligent service management and customized workflows: Freshservice offers powered bots, automation, and orchestration to help you make management more efficient and gives you the ability to customize all workflows.

Fast time-to-value: Freshservice’s out-of-the-box features help you quickly deploy it and enable easier adoption, at scale.

Minimizes downtime: Freshservice prevents critical issues by identifying the right alerts, collaborating with context, and delivering an enhanced end-user experience.

Extensible: The solution is extensible and allows organizations to access enterprise-scale tools to customize, integrate, and automate business workflows.

Support: Freshservice has 24/7 support so your issues can be addressed around-the-clock.

Boosts productivity: The Freshservice solution helps improve employee productivity. It helps you prioritize work better with real-time custom dashboards.

Reviews from Real Users

Below are some reviews and helpful feedback written by PeerSpot users currently using the Freshservice solution.

A Senior Helpdesk at a non-profit says, “I like the workflow automation capabilities, where based upon certain actions, it will automatically go and route tickets to a particular person. It is fairly user-friendly.”

PeerSpot user Cesar Q., CIO at Grupo Kasto, mentions, “The analytics are very good. The solution offers very nice incident management. The overall functionality of the product is excellent. The change management is helpful. They have an agent that we installed in every single asset. We have the inventory for all assets automatically. Contract management is very valuable for us as an IT department, as we have the information for every single computer across the company. We are starting to use the project management aspects right now. We have different projects and we have all the information in the same solution, in the same place. It makes everything more centralized and easier to access. The user interface is very nice and the solution is easy to use. You don't need to be an expert in order to navigate around and use the product. You don't need to read a lot of manuals in order to figure everything out. It's pretty intuitive.”

A Network Analyst at a real estate/law firm shares, "We find its ability to track what's going on with each request very valuable. We are also able to merge ticket requests and assign them to different groups in the company. We have another department that uses the same system."

Freshservice was previously known as Flint.