Freshservice Reviews

Name: Freshservice
Brand: Freshworks
Rating: 4.0 (33 reviews)

4.0 out of 5

33 reviews
96% 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 33 most recent Freshservice reviews, the overall sentiment is positive, with a sentiment score of 7.5. (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 815,854 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 14, 2024

Valuable Features

Freshservice offers valuable features such as incident management, user-friendly interface, and ease of configuration. Users praise its mobile app, analytics, asset management, contract management, and seamless integration capabilities. Freshservice's workflow automation, customizable portals, and flexibility enhance user experience. These features are highly valued for their effectiveness in improving IT operations, facilitating change management, and providing centralized access to information. Its scalability, intuitive setup, and extensive reporting further contribute to its popularity.

"The solution facilitates a transition from an organizational structure that is function-based to a process-oriented approach."
"It allows for customization and offers a broad feature set."
"It's very handy and very easy to use."

Room for Improvement

Freshservice users indicate a need for enhanced reporting, customizable workflows, and improved integration with tools like Microsoft and Google. The lack of granularity in workflow automation and inventory search functionality is noted. Users also express concerns about the consistency across modules, project management features, analytics, and interface customization. Additional feedback highlights limitations in chat support, language translations, support responsiveness, and integration flexibility. Complaints also include frustrations with billing processes and system slowness.

"I experienced some delay in response time for non-function critical queries."
"I experienced some delay in response time for non-function critical queries."
"There is room for improvement in reporting for project management."

ROI

Many users report immediate returns due to improved ticket logging and support efficiency with Freshservice. Although some find it hard to quantify, the consensus highlights satisfaction, better visibility, and efficiency. Not hosting a server saves maintenance costs. Budget considerations vary across departments, with some noting higher costs. Freshservice's ticketing and analytics tools are praised for helping manage assets and users effectively. Latin American businesses may see less impact compared to American companies of similar size.

Pricing

Freshservice offers flexible pricing models suitable for enterprise buyers, with plans providing different features. Users highlight varying perceptions of cost-effectiveness, especially compared to alternatives like ServiceNow. Licensing costs range widely, often based on agent numbers and chosen features, with options for monthly or annual payments. Some users find it competitive and reasonably priced, while others consider it expensive. Additional costs may arise for advanced functionalities, and regional price perceptions can vary. Pricing information is accessible on their website.

"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

Freshservice is primarily used for incident and change management, IT and HR service management, ticketing systems, asset tracking, and inventory management. It supports customization for business workflows, integrates with multiple systems, and offers a comprehensive suite for IT service management processes. Organizations benefit from SSO access, cloud-based features, and project management functionalities. Its primary users include IT desks, broadcast environments for managing TV production, legal departments, and service desks in various industries.

Service and Support

Freshservice's customer support is responsive, often providing fast assistance and follow-ups. Users appreciate the professionalism but note occasional communication issues and navigation challenges within the interface. Some report difficulty in resolving complex issues, experiencing both timely support and delays. Language translation and understanding technical aspects require improvement. Many find support satisfactory, although accessing the service can be challenging. Support interaction ranges from effective assistance to needing multiple escalations for complex matters.

Deployment

Freshservice's initial setup is frequently described as straightforward and quick, often taking as little as an hour to complete. Users appreciate the ability to customize the tool to fit their needs, although this can be time-consuming. Complexity can arise with intricate configurations or large migrations, extending deployment time. Some report seamless integration and minimal maintenance requirements. For those handling extensive setups, involving more team members and incremental implementation strategies appears beneficial. Freshservice's user-friendly interface aids in easing the configuration process.

Scalability

Freshservice scales effectively for diverse user counts, accommodating organizations expanding from small teams to thousands. Licensing models support this growth, offering flexibility to increase agent numbers. While reporting and UI customization are limited, scalability remains robust. Despite additional costs for more agents, users report smooth scalability with cloud access simplifying implementation. Some find it challenging for large enterprises, but mid-sized entities appreciate seamless scalability without performance issues. Scalability is positively acknowledged, with room for improvement.

Stability

Freshservice is noted for its strong stability, with users experiencing minimal issues. While rare outages are mentioned, they typically involve external integrations or data import challenges. Most users report it as reliable and without frequent bugs or glitches. Instances of random language changes are isolated and resolved quickly. Some users note browser-specific issues, but Freshservice generally provides seamless updates, indicating a high level of reliability and stability for a ticketing platform.

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

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.