Freshservice Reviews

Name: Freshservice
Brand: Freshworks
Rating: 4.0 (35 reviews)

4.0 out of 5

35 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 #5 ranked solution in top IT Service Management (ITSM) solutions, #7 ranked solution in top Help Desk Software, #7 ranked solution in top IT Asset Management solutions, #11 ranked solution in top Project Management Software, and #15 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 35 most recent Freshservice reviews, the overall sentiment is positive, with a sentiment score of 7.0. Freshservice is most commonly compared to ServiceNow: Freshservice vs ServiceNow. Freshservice is popular among the large enterprise segment, accounting for 62% of users researching this solution on PeerSpot. The top industry researching this solution are professionals from a computer software company, accounting for 25% of all views.

Helped 823,875 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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Trilochana Gouda

IT manager at a comms service provider with 1,001-5,000 employees

We are using Freshservice for the IT ticketing system for business users We use the ticketing system primarily, which is very easy to use for all users. Freshservice is helpful, especially in incident management. Incident management is very helpful, and the system is straightforward, making it…

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Freshservice mindshare

Product category:

As of December 2024, the mindshare of Freshservice in the Help Desk Software category stands at 3.4%, down from 3.9% compared to the previous year, according to calculations based on PeerSpot user engagement data.

Help Desk Software

PeerAnalyst reports

Type	Title	Date
Category	Help Desk Software	Dec 17, 2024	Download
Product	Reviews, tips, and advice from real users	Dec 17, 2024	Download
Comparison	Freshservice vs ServiceNow	Dec 17, 2024	Download
Comparison	Freshservice vs JIRA Service Management	Dec 17, 2024	Download
Comparison	Freshservice vs ManageEngine ServiceDesk Plus	Dec 17, 2024	Download

Title	Rating	Mindshare	Recommending
ServiceNow	4.2	25.5%	91%	214 interviews Add to research
JIRA Service Management	4.1	11.3%	93%	81 interviews Add to research

Valuable Features

Freshservice offers valuable features like user-friendliness, customizability, incident, change, and asset management. It provides excellent integration, automation, and reporting tools. The interface is intuitive and mobile-friendly. It enables quick setup without complex planning, supports Active Directory, offers robust ticketing with automated workflows, and has strong analytics. Freshservice is particularly appreciated for its notification system, ease of use, scalability, and SLA management, making it highly efficient for IT teams.

"We use the ticketing system primarily, which is very easy to use for all users."
"We use the ticketing system primarily, which is very easy to use for all users."
"Freshservice is very user-friendly and easy to customize."

Room for Improvement

Freshservice requires enhanced reporting and customization features. Users express a need for improved workflow flexibility, better integration with tools like Outlook and Google, expanded chat support, and more robust asset management. Concerns exist about the interface's user-friendliness, limitations in automation, and the software's scalability for large enterprises. Further integration with Microsoft and enhanced analytics are desired, along with a need for more consistent module development and improved technical support.

"There is a need for improvement in terms of automatic escalation to the next level if an issue is not resolved. It should optimize and allow customization. Additionally, asset management needs improvement."
"There is a need for improvement in terms of automatic escalation to the next level if an issue is not resolved."
"Asset management can definitely be improved because it doesn't pick up every single device on the network or every single piece of information."

ROI

Freshservice quickly delivered a return due to easy ticket management through various platforms. Without initial ROI metrics, users report cost efficiency, though rising expenses could challenge budgets. Over four years, organizations appreciate ticket tracking and asset management while finding user management cumbersome. Teams are pleased with improved metrics compared to previous systems. Latin American firms experience varied returns compared to American counterparts. Efficiency gains include reduced equipment purchases and faster ticket responses, achieving return within 12 months.

Pricing

Freshservice offers various licensing models, which provide flexibility in choosing features based on needs. Pricing is competitive and detailed on their website, with no hidden costs. Users find the value satisfactory, although some note the expense for higher-tier plans. Licensing fees vary by number of agents, and payment can be annual or monthly. Costs per agent can range from $34 to $100 monthly. The solution is generally considered affordable, but perceptions of value may vary by region.

"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 utilize Freshservice primarily for IT service management, including incident, change, and asset management. It supports ticketing for internal and external use, facilitates help desk operations, and integrates with various business workflows. Freshservice offers cloud-based automation and customization, supporting functions like inventory tracking and HR services. It also aids in project and case management, connecting multiple support channels for seamless communication and operational efficiency, catering to diverse industry requirements.

Service and Support

Customers frequently mention quick and reactive technical support from Freshservice, with response times generally being fast. Support is available via live chat and email, though some users find navigating their contact options challenging. While many appreciate the professionalism and assistance received, others experience dissatisfaction with communication and issue escalation. Language translation and complex queries sometimes lead to extended resolutions. There are mixed opinions on the consistency of support performance, with some users facing difficulties and delays.

Deployment

Users found Freshservice's initial setup to be mostly straightforward and quick, with deployment often completed within a few hours to weeks. Some noted it was user-friendly, while others mentioned challenges with configuration due to customization needs. Organizations were able to configure workflows and integrate Freshservice with other platforms. Maintenance was generally manageable, supported by a vibrant community. The setup varied in complexity and duration depending on specific requirements and internal needs.

Scalability

Freshservice is widely recognized for its scalability, with users reporting it accommodates expansion efficiently through additional licenses for agents. It caters well to small to medium organizations and handles substantial user growth. Though customizable features are limited, its license flexibility and cloud-based access enhance adaptability. Costs increase with more agents, yet many find its scalability strong enough to manage organizational needs effectively. Several users rate it highly for scalability, although others mention performance concerns with large-scale deployments.

Stability

Freshservice is highly stable and reliable with minimal issues. Many report no outages or downtime, and it performs well in various environments. A few mention minor integration challenges, occasional data import issues with large datasets, and slight browser-related problems. Hosted on AWS, Freshservice maintains a steady environment, and updates are implemented without disruption. Users rate its stability favorably, indicating a solid performance in different scenarios.

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

25%

Manufacturing Company

Financial Services Firm

Retailer

Government

Real Estate/Law Firm

Educational Organization

Healthcare Company

University

Non Profit

Construction Company

Energy/Utilities Company

Hospitality Company

Insurance Company

Outsourcing Company

Comms Service Provider

Media Company

Performing Arts

Consumer Goods Company

Transportation Company

Mining And Metals Company

Legal Firm

Non Tech Company

Pharma/Biotech Company

Recreational Facilities/Services Company

Wholesaler/Distributor

Marketing Services Firm

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.