Freshservice Reviews

Name: Freshservice
Brand: Freshworks
Rating: 4.0 (34 reviews)

4.0 out of 5

34 reviews
97% willing to recommend

1,393 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. Based on the analysis of the 34 most recent Freshservice reviews, the overall sentiment is positive, with a sentiment score of 7.6. (Among the highest in the category). 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 816,660 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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Mark Freemantle

Head of PMO at University of Utah Hospital

We did an evaluation of the project functionality. That was a fairly new area they were launching. It was fairly underwhelming, but they were gradually building out this area. That was one area where I felt they still have a long way to go. We did a review of our project management tool internally within the company, and it was one of the choices, but it didn't match up anywhere close to any of the other tools we were considering. It wasn't a good match. On the reporting side, when we were doing reporting, one thing that was a bit of a limitation was when you had a data list containing a list of changes that have occurred for the whole time and you had to fit the list onto a page. If the list went over the page, it would just truncate it at the page. You wouldn't get all your data. So, it didn't work. That was one big stand-out for me. What we tended to do was convert things into a more readable format, and then we had more targeted exception reporting, but it would be nice to have a full list of things that could be automatically generated and that can flow over pages. In terms of additional features, their strategy is quite good in that they incrementally change things. They must be using some sort of agile methodology. They tend to be doing these little releases along the way, and then they say, "Oh, we've got this new feature." I would definitely encourage them in that area. It is working for them. So, on the project side, being able to easily add risks and issues and more complex dependencies were probably the key areas in the project space where I saw that they let themselves down, but it was just a burgeoning area that they were launching into. It was just part of their initial offering. The plans for the future were still fine.

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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 23, 2024

Valuable Features

Freshservice offers valuable features like incident management, automation capabilities, and a user-friendly interface. Users praise its ease of implementation, mobile accessibility, and seamless Active Directory integration. Customization options cater to various organizational sizes. The platform's reporting, asset management, ITIL compliance, and change management are highly regarded. Its intuitive ticket routing and analytics enhance efficiency. Integration capabilities and flexible pricing make Freshservice appealing, while the sandbox feature ensures safe testing of workflows and configurations.

"Freshservice is very user-friendly and easy to customize."
"With Freshservice in place, we have reversed the trend of creating tickets."
"The solution facilitates a transition from an organizational structure that is function-based to a process-oriented approach."

Room for Improvement

Freshservice requires improvements in areas like reporting, customization, and workflow management. Users find limited reporting features and lack of custom workflows. The user interface needs enhancements for better navigation and integration with tools like Microsoft Outlook is desired. Challenges exist in asset management and analytics, impacting visibility and efficiency. The chat support feature requires development and language translation bugs need attention. Enhancements in automation and technical support would benefit user experience.

"Asset management can definitely be improved because it doesn't pick up every single device on the network or every single piece of information."
"Asset management can definitely be improved because it doesn't pick up every single device on the network or every single piece of information. Some manual information still needs to be entered."
"I experienced some delay in response time for non-function critical queries."

ROI

Users experienced immediate benefits from Freshservice due to its efficient ticketing system and staff accessibility via multiple channels. The platform's asset management and analytics features contribute to the positive financial return. Improved efficiency, reduced equipment redundancy, and time savings in ticket management are notable. While ROI is positive for some, concerns arise over potentially increased costs. Latin American companies may not witness the same financial advantages as larger American counterparts. Overall, users acknowledge perceived value in using Freshservice.

Pricing

Enterprise users find Freshservice's pricing and licensing varied, with different plans based on needed features. Switching between these plans is straightforward. The pricing appears competitive compared to alternatives like ServiceNow, though some users perceive it as expensive. Costs range, with options for monthly or annual payments, and discounts are sometimes available. The price per agent typically begins at $34 monthly, increasing based on features and user count, with no unexpected extra fees unless adding specific integrations or assets.

"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

Organizations primarily use Freshservice for ticketing, incident, and change management. They integrate it for IT and HR services, asset tracking, project management, and customer support across various departments. Users customize it for business workflows, and many appreciate its cloud-based architecture for updates and integration with tools like Azure and Okta. Freshservice also supports creating automated workflows and approvals, serving extensive needs across diverse industries.

Service and Support

Freshservice support is generally considered reactive and helpful, although there are complaints about communication issues and delays in response. Many users praise fast response times but find support sometimes difficult to contact or navigate. There are language and translation challenges for some users. Feedback varies, with some emphasizing professional and engaged interactions, while others mention being bounced around for simple inquiries. The availability of live chat and email is appreciated. Users often find technical support helpful but express a need for improvement.

Deployment

Freshservice's initial setup is widely reported as straightforward and user-friendly, enabling rapid deployment. Many found it simple and quick, taking anywhere from a few hours to a few weeks, depending on customization needs. Some noted challenges with configuring advanced features and managing complex environments, which could extend setup time. Users appreciated the flexibility and ease of asset and workflow integration, emphasizing minimal maintenance when organizational components are well-defined.

Scalability

Freshservice scales effectively, with most users reporting no issues as their deployments grew. It adapts easily to increased agent needs and offers flexible licensing. Although some users note limited customization options for larger enterprises, many have expanded successfully to handle growth. Continuous usage gains praise, although the cost may rise with additional agents. Overall, Freshservice accommodates various user environments, supporting both small and expanding organizations efficiently.

Stability

Freshservice is stable and reliable, hosting on AWS ensures minimal downtime. Users encounter minor issues such as occasional language switching and browser-specific problems in Chrome and Firefox. Connectivity with Okta presents integration challenges, and large data imports can get stuck. However, Freshservice maintains high uptime, and the service team quickly addresses any issues. Regular updates integrate seamlessly, and many rate its stability highly, though some minor hiccups remain.

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

Financial Services Firm

Government

Retailer

Real Estate/Law Firm

Educational Organization

Healthcare Company

University

Non Profit

Energy/Utilities Company

Construction Company

Hospitality Company

Insurance Company

Comms Service Provider

Media Company

Outsourcing Company

Performing Arts

Consumer Goods Company

Transportation Company

Legal Firm

Non Tech Company

Pharma/Biotech Company

Recreational Facilities/Services Company

Marketing Services Firm

Mining And Metals 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.