Freshservice Pricing: $29.00 to $109.00/month

As a Senior IT Service Desk Analyst , I have been using Freshservice for over a year and I am very satisfied with its features and performance. Freshservice is a cloud-based service desk and IT service management solution that helps me and my team to handle all the IT support requests from our employees and customers. Some of the features that I like best about Freshservice are: Powerful agent help desk capabilities: Freshservice allows me to create, assign, prioritize, and track tickets easily and efficiently. I can also collaborate with other agents and attach notes, files, and screenshots to the tickets. Freshservice also has a smart automation feature that can trigger actions based on certain conditions, such as sending notifications, escalating tickets, or closing tickets. This saves me a lot of time and effort and improves the quality of service. Asset management: Freshservice helps me to manage all the IT assets in my organization, such as computers, software, printers, routers, etc. I can scan and discover assets automatically, track their location, status, and usage, and assign them to users or groups. I can also monitor the health and performance of the assets and get alerts when there are issues or changes. Freshservice also helps me to manage software licenses and contracts and ensure compliance with policies and regulations. Granular performance analytics: Freshservice provides me with detailed reports and dashboards that show me the key metrics and trends of my IT service operations. I can see how many tickets are created, resolved, and pending, how long it takes to resolve them, how satisfied the users are, and how well the agents are performing. I can also customize the reports and dashboards to suit my needs and preferences. Freshservice helps me to identify the strengths and weaknesses of my IT service processes and make data-driven decisions to improve them. Freshservice is a robust and user-friendly IT help desk solution that meets all my IT service management needs. It is easy to set up and use, and it integrates well with other Freshworks products and third-party tools. The pricing is reasonable and flexible, and the customer support is responsive and helpful. I would highly recommend Freshservice to any IT manager who is looking for a reliable and effective IT help desk solution.

have been using Freshservice for over a year and I have not encountered any major issues or drawbacks with the product. It has been a reliable and effective IT help desk solution that has helped me and my team to handle all the IT support requests from our employees and customers. I appreciate the constant updates and improvements that Freshworks makes to the product and the customer support team that is always ready to assist me. I have no dislikes about Freshservice and I think it is a great value for money.

Reducing the workload and stress of the IT agents: Freshservice automates many of the repetitive and tedious tasks that the IT agents have to do, such as creating, assigning, prioritizing, and tracking tickets, sending notifications, escalating issues, and closing tickets. This frees up the IT agents’ time and energy to focus on more complex and important tasks that require human intervention and creativity. Freshservice also provides a collaborative platform for the IT agents to communicate and share information with each other and with the users, which improves the efficiency and quality of the IT service delivery. Improving the user satisfaction and loyalty: Freshservice provides a user-friendly and intuitive interface for the users to submit and track their IT support requests, as well as access self-service resources such as FAQs, knowledge base articles, and forums. Freshservice also ensures that the users receive timely and accurate responses and solutions to their IT problems, and collects feedback from the users to measure their satisfaction and loyalty. Freshservice helps me to build and maintain a positive and trusting relationship with the users and to increase their retention and advocacy. Optimizing the IT asset management and utilization: Freshservice helps me to manage and monitor all the IT assets in my organization, such as hardware, software, network devices, etc. Freshservice helps me to keep track of the inventory, location, status, and usage of the IT assets, and to assign them to the users or groups according to their needs and roles. Freshservice also helps me to ensure that the IT assets are functioning properly and securely, and to detect and resolve any issues or changes that may affect their performance or availability. Freshservice helps me to optimize the IT asset management and utilization and to reduce the costs and risks associated with the IT assets.

Itoffer solid self-service and ticket-management tools. It has all the features that any ideal IT team would look for. The pricing is very competitive while compared to other ticketing platforms.

I have been using Freshservice for almost a year and had no issues. I would like too asset integration into the ticketing tool which would be more helpful when completing onboarding or offboardings.

I dont have to use multiple ticketing tools and Freshservice takes care of all our requirments within one tool.

Fresh Service is an amazing ITSM/ITOM tool. It is feature-rich at an incredible price! Very easy to use, customize, and integrate with other systems. Last but not least, the customer service is fantastic! I have never had a bad experience working with anyone at Freshworks.

I do hope the company restarts hosting its annual conference again.

It is our primary ITSM/ITOM tool helping us run our IT Operations. We have since expanded the use of it to include our Facilities and HR teams as their issue and case management tool.

From the moment I started using this platform, it became evident that it was designed with both efficiency and user satisfaction in mind. The end user portal is truly a game-changer. It's intuitive, user-friendly, and offers a seamless experience for both IT teams and employees. Navigating through the portal is a breeze, making it incredibly easy for employees to submit their IT requests and incidents. The self-service options are particularly impressive; employees can find solutions to common issues without having to rely on IT support, saving both time and resources. The analytics capabilities of FreshService ITSM are truly remarkable. The range of data insights provided is extensive and incredibly valuable for informed decision-making. The ability to track key performance metrics, monitor ticket trends, and identify bottlenecks in real-time has greatly improved our IT operations. These analytics not only enhance our IT team's efficiency but also help us proactively address potential issues before they escalate. The user interface of FreshService ITSM is a masterpiece in itself. It's sleek, modern, and easy on the eyes. Navigating through various sections feels natural and intuitive, making the learning curve for new users practically non-existent. The layout is well-organized, ensuring that necessary information is readily accessible without any unnecessary clutter. One of the standout features for me is how customizable FreshService ITSM is. Tailoring the platform to suit our organization's specific needs was a breeze. The ability to configure workflows, ticket forms, and automation rules allowed us to align the system perfectly with our internal processes. Overall, FreshService ITSM has greatly transformed the way our IT department operates. The end user portal's simplicity has empowered our employees, the analytics have fine-tuned our processes, and the user interface has made working within the platform a true pleasure. It's a comprehensive solution that not only enhances IT service management but also contributes positively to our organization's overall efficiency. I wholeheartedly recommend FreshService ITSM to any business looking to streamline its IT operations and elevate the end user experience.

Price Points for Small Businesses: While FreshService ITSM offers great value, the pricing structure might be a bit on the higher side for small businesses or startups. Exploring more flexible pricing options could make it more accessible to a broader range of organizations. Reporting Customization: While the analytics capabilities are robust, some users have expressed a desire for more advanced reporting customization options. Providing users with greater control over report design and formatting would be a valuable enhancement.

Inefficient IT Service Delivery: FreshService helps organizations improve the efficiency of their IT service delivery processes. It provides a centralized platform for managing and tracking IT requests, incidents, and changes. This streamlines communication, reduces manual tasks, and ensures timely resolution of issues, leading to better service levels and higher user satisfaction. Lack of Self-Service Options: The end user portal in FreshService empowers employees to find solutions to common IT issues independently through a self-service knowledge base. This reduces the burden on IT teams by enabling users to troubleshoot and resolve their problems without needing direct assistance, freeing up IT resources for more complex tasks. Limited Visibility into IT Operations: FreshService's analytics and reporting capabilities offer insights into IT performance, ticket trends, and resource utilization. This enables IT managers to make data-driven decisions, identify areas for improvement, and proactively address potential issues, enhancing overall IT operations. Manual and Inconsistent Processes: FreshService automates routine IT tasks and processes, reducing the reliance on manual intervention. This leads to more consistent and standardized workflows, minimizing the risk of human errors and ensuring that best practices are followed throughout the organization. Difficulty in Managing Assets: FreshService includes robust asset management capabilities, allowing organizations to track and manage their IT assets effectively. This eliminates the challenges associated with manual asset tracking, reduces asset losses, ensures compliance, and optimizes asset utilization. Lack of Collaboration and Communication: The collaboration features in FreshService facilitate communication between IT teams, departments, and end users. This promotes transparency, efficient information sharing, and collaborative problem-solving, which is crucial for resolving complex issues and delivering high-quality services.

Fantastic support, they are always available to help.

The cost is high but you get a lot of features and value for the product.

Very powerful and easy to use ticket system. Great support, always friendly and prompt. Freshservice is packed full of wonderful features especially the new workspace feature.

What I like the most about freshservice is that it is very easy to use, the truth is that it is very intuitive to use, and that it is up to date with Itil standards. I am really happy with the use of this tool.

I have not yet found something that I dislike about Freshservice, as I indicated before it is very versatile, and it is constantly updated to provide the best user experience.

In the company it was very difficult to see the traceability of the incidents that the users placed, with Freshservice all changes since the traceability of the incidents and solutions that we provide are maintained over time, in addition to the fact that the cases are assigned according to the agent in charge of said application, on the other hand, the SLA configuration allowed us to attend to the cases with the priority that is due.

Your ease of use and management of workflows, agents, information and support with the tool

Sometimes the price is quite high, however its functionalities are very good

The traceability of the cases that are received in the help desk, were not reflected, with Freshservice this improved, so much so that we were able to solve doubts of the end users regarding requests placed and resolved many months in advance.

Freshservice is the best tool for an IT department talking about ticketing, asset and alerts management. The best thing about it is its flow management and automatization of tickets and alerts. Also, its asset management works wonderfully; you can have all of your IT inventory in one system and with any incident or service request people raise, you can associate the asset and have better control over how many incidents that asset had. Talking about problem and change management, those tools work well together because it is easy as two clicks to convert an incident into a problem and a problem into a change which will develop a release. It also has the projects module, which offers the possibility to assign tasks to your team and has a Gantt chart, making it very easy to track the project and its tasks. The alert management is a pretty cool tool because every time there is a down service, you'll always know by the ticketing system, email and even an alert on the Freshservice app. Honestly, I will recommend this product 10/10 to any big organization with the Development, Infrastructure and Helpdesk teams in its IT department.

There are not a lot of downsides to Freshservice; they provide me with everything I need in the department. The only downside I see is the price for assets; they offer packages of 'n' quantity of assets for a monthly quote. So I think it is ridiculous; they can just offer unlimited assets.

The main problem Freshservice solves in my company is the ability to manage Incidents and Service Requests. All of the IT helpdesk guys are very productive because every time someone has an issue, they can just send an email through the PC or Phone, and one agent will assist them almost immediately.