Unclaimed: Are you working at Freshservice?
Freshservice Reviews: 4.6/5 — Highly Rated
Freshservice is an AI-powered unified solution for IT Service Management (ITSM), IT Operations (ITOM), IT Asset Management (ITAM), and Enterprise Service Management (ESM). It supports IT and non-IT teams (HR, Finance, Legal, Facilities, etc.) with ticketing, workflow automation, asset lifecycle, change/problem/release management, a knowledge base, service catalogs, orchestration, mobile apps, and AI tooling (Freddy).
| Company | Freshworks Inc. |
|---|---|
| Year founded | 2010 |
| Company size | 1000+ employees |
| Headquarters | San Mateo, California, United States |
| Capabilities |
AI
API
|
|---|---|
| Segment |
Small Business
Mid Market
Enterprise
|
| Ease of use |
Beginner
|
| Deployment | Cloud / SaaS / Web-Based, Mobile Android, Mobile iPhone |
| Support | Chat, Email/Help Desk, FAQs/Forum, Knowledge Base, Phone Support |
| Training | Documentation, Videos |
| Languages | English |
Freshservice Pros and Cons
- Broad feature set covering ITSM, ITOM, ITAM and ESM in one system
- AI-assisted tools (Freddy) for drafting, summarization and routing
- Flexible automation, orchestration and modular features
- Extensive integrations via Freshworks Marketplace and connectors
- Scales from SMB to enterprise with workspace separation and tiers
- Advanced features locked behind higher-tier plans (Pro, Enterprise)
- Key AI features may be add-ons or early access and can increase cost
- High-volume orchestration transactions may require extra spend
- Occasional agent / day-pass licensing adds complexity
- Enterprise plan pricing is custom and not published
Freshservice puts a single “SAVE 20%” badge above its billing toggle, and the actual annual discounts run from 17.6% to 40%. Starter drops from €25 to €15 a month — a 40% saving, double what the badge claims. Growth drops from €50 to €40, exactly 20%. Pro drops from €102 to €84, which is 17.6%. So the one figure on the page is right for one plan out of three, generous to another, and hides the fact that the entry tier carries by far the best annual deal Freshworks offers. That is an unusual direction for a pricing badge to be wrong in, and it is worth knowing before you choose a cadence.
- What it is: ITIL-aligned IT service management — incidents, changes, assets, service catalogue, from Freshworks.
- Best for: IT teams wanting ITSM structure without a ServiceNow implementation.
- Pricing: €15–€84 per agent/month billed annually; Enterprise quoted. Verified August 2026.
- The honest catch: Change management is Pro-only at 5.6× the entry price, and asset pricing is unpublished.
What Is Freshservice?
Freshservice is Freshworks’ IT service management product — the service desk your IT team runs on. It handles incidents, service requests, a service catalogue, asset management through a CMDB, and the ITIL processes above them: problem, change and release management.
Its positioning is the gap between a general help desk and ServiceNow: real ITSM structure without a six-month implementation. Freshworks claims 74,000+ businesses, and the customer story on the pricing page is McLaren Racing.
The Findstack listing carries 1,147 user reviews at 4.6 out of 5 — by a wide margin the largest sample of any product in this series, and a strong score. For a category where implementation pain usually drags ratings down, that is meaningful evidence rather than a vendor claim.
There is a 14-day free trial with, in Freshworks’ words, “free unrestricted access to all the features” — the whole product, not a limited tier.
How Freshservice Works
Four plans, priced per agent per month, with the ITIL ladder distributed across them:
| Plan | Annual | Monthly | What it adds |
|---|---|---|---|
| Starter | €15 | €25 | Incident management, knowledge management, task management, support portal |
| Growth | €40 | €50 | Service catalog, SLA management, on-call management, cloud management |
| Pro | €84 | €102 | Problem, change, major incident, workload and release management, employee journeys |
| Enterprise | Quote | Quote | Sandbox, audit logs, Freddy AI Agent (Classic), Freddy AI Insights |
Freddy AI Copilot is a €29 per agent per month add-on, available on Pro and — despite Enterprise being labelled “Freddy AI included” — still listed as a paid add-on there too.
Freshservice Pricing
One badge, three very different discounts
Toggle between Monthly and Annually and read the pairs:
| Plan | Monthly | Annual | Actual saving |
|---|---|---|---|
| Starter | €25 | €15 | 40.0% |
| Growth | €50 | €40 | 20.0% |
| Pro | €102 | €84 | 17.6% |
The badge says SAVE 20% for all of them.
Starter’s real annual discount is 40% — twice what is advertised, and the single largest cadence discount in this entire review series. A small IT team choosing monthly billing because “20% isn’t worth committing for” would be leaving €120 per agent per year on the table, not €60.
At the other end, Pro saves 17.6%, slightly less than promised. Neither error is large in absolute terms, but a flat badge over a 22-point range is not describing the product.
Check your own plan’s pair before choosing a cadence, because the answer is materially different at the bottom of the ladder than at the top.
The ITIL ladder is steep, and change management sits at the top
The functional split between tiers is coherent — but it is worth seeing what each step costs.
Starter at €15 is a competent help desk: log incidents, publish knowledge, assign tasks, give employees a portal. What it is not is a service desk in the ITIL sense.
Growth at €40 — 2.67× Starter — adds the things that make it one: a service catalogue, SLA management, on-call and cloud management. SLA management in particular is fundamental to running a service desk against commitments, and it is not on the entry plan.
Pro at €84 — 5.6× Starter — is where ITIL proper lives: problem management, change management, major incident management, release management. A team that needs change management because auditors ask for it pays more than five and a half times the entry price to get it.
Add Freddy AI Copilot at €29 and Pro reaches €113 per agent per month — 7.5× Starter. For a twenty-agent team that is €27,120 a year against €3,600 on Starter.
None of that is unreasonable for enterprise ITSM. But the €15 headline describes a product several rungs below the one most people evaluating Freshservice are actually shopping for. Work out which ITIL processes you genuinely need, then read the price next to that tier.
Asset management is metered, and the meter has no published price
Freshservice’s FAQ defines its ITAM licensing plainly:
“Asset Units (AUs) are Freshservice’s licensing metric for IT Asset Management, measuring usage based on the number and type of assets managed in the Freshservice CMDB. Asset units can be purchased in packs of 500.”
What it does not say is what a pack of 500 costs.
That matters because asset management is one of the main reasons organisations choose Freshservice over a generic help desk — discovering, tracking and relating hardware, software and cloud resources in a CMDB. It is a headline capability whose cost is a second, invisible line on your invoice.
Ask for the Asset Unit pack price at the same time as the agent price, and ask how “number and type of assets” translates into units — a laptop and a cloud instance may not consume the same amount.
What actually decides your cost
- Which ITIL processes you need, which sets your tier — SLAs mean Growth, change management means Pro.
- Agent count, since everything is per agent per month.
- Billing cadence, worth 40% on Starter, 20% on Growth and 17.6% on Pro.
- Whether you take Freddy AI Copilot, at €29 per agent — a 35% uplift on Pro.
- How many assets you manage, in unpriced packs of 500 Asset Units.
- Whether you need a sandbox or audit logs, both Enterprise-only and quote-gated.
Who Should Use Freshservice
Freshservice fits an IT organisation that has outgrown a shared inbox and wants ITIL structure without an implementation project. The 1,147-review score of 4.6 is real evidence that it delivers that — this is a category where products are routinely rated down for being painful to deploy, and Freshservice is not. The 14-day trial with unrestricted access to everything is the right way to evaluate it, since the question is whether your processes fit the product.
It fits particularly well for mid-market IT teams who want change management and a CMDB without ServiceNow’s cost and consulting overhead.
It fits badly for a small team that reads €15 and budgets accordingly. At Starter you get incidents and a knowledge base; the service catalogue, SLAs, change management and everything ITIL-shaped begins at €40 and completes at €84. It also fits badly for anyone needing a firm total cost before engaging, since Asset Units and Enterprise are both unpriced.
Honest Pros and Cons
What works well:
- 1,147 Findstack reviews at 4.6/5 — the largest and one of the strongest samples in this series.
- Starter’s annual discount is 40%, double the advertised figure.
- A 14-day trial with unrestricted access to every feature, not a limited tier.
- A coherent ITIL ladder — each tier adds a recognisable set of processes rather than scattered features.
- 74,000+ businesses and a named reference in McLaren Racing.
- Both billing cadences are shown with a working toggle and clear per-agent figures.
- The Asset Unit metric is at least defined, even if unpriced.
- Freddy AI is an explicit add-on rather than being quietly bundled into a higher tier’s price.
What to watch:
- The “SAVE 20%” badge covers a 17.6%–40% range and is accurate for only one of three plans.
- SLA management starts at Growth, 2.67× the entry price.
- Change management starts at Pro, 5.6× the entry price.
- Freddy AI Copilot adds €29 per agent, taking Pro to €113 — 7.5× Starter.
- Asset Unit pack pricing is not published, despite ITAM being a core reason to buy.
- Enterprise is quote-only, including sandbox and audit logs.
- Freddy AI Copilot is listed as a paid add-on on Enterprise even though that tier is labelled “Freddy AI included.”
Freshservice Alternatives and How It Compares
- Freshdesk is Freshworks’ own customer-support product — the right choice if your tickets come from customers rather than employees, and usually cheaper.
- ServiceNow is the enterprise ITSM standard Freshservice positions against: far more capable, far more expensive, and a genuine implementation project.
- Jira Service Management is the natural fit for organisations already on Atlassian, with strong developer-side integration.
- Zoho Desk undercuts on price and suits smaller teams, with less ITIL depth.
- Help Scout is the lightweight option if what you actually need is a shared inbox done well.
The honest comparison: Freshservice’s pitch is ITIL structure at mid-market cost and effort, and the review score suggests it lands. Price it at the tier that contains the processes you need — against ServiceNow, Pro at €84 is genuinely inexpensive; against a shared inbox, Starter at €15 is not really competing in the same category.
The Verdict
Freshservice is a well-regarded product with a strong evidence base — 1,147 reviews at 4.6 is the most substantial independent signal anywhere in this series, and the 14-day unrestricted trial means you can verify it yourself before paying.
Two things about the pricing page deserve attention. The first is unusually favourable: the flat “SAVE 20%” badge substantially understates Starter’s annual discount, which is actually 40%. If you are a small team on the entry plan, committing annually is worth twice what the page tells you.
The second is the ladder. The €15 headline buys incident and knowledge management; SLAs cost €40 and change management costs €84 — and Freddy AI Copilot takes Pro to €113 an agent. That is a defensible structure for ITSM, but the entry price describes a product well below what most Freshservice evaluators are actually looking for.
So pick your tier by process, not by price. Write down which of incidents, SLAs, service catalogue, change and problem management you must have, and read the number beside that tier. Then ask for two figures the page does not give you: the cost of a 500-pack of Asset Units, and how different asset types consume them — because for an ITSM tool bought partly for its CMDB, that is a second invoice you cannot currently see.
FAQ
How much does Freshservice cost?
Per agent per month, billed annually: Starter €15, Growth €40 and Pro €84, with Enterprise quoted. Billed monthly those become €25, €50 and €102. Freddy AI Copilot is a €29 per agent per month add-on on Pro and Enterprise. IT Asset Management is metered separately in Asset Units, sold in packs of 500, whose price is not published. There is a 14-day free trial with unrestricted access to all features.
Does Freshservice’s annual plan really save 20%?
Only on one plan. The badge shows a flat “SAVE 20%”, but the actual figures are 40.0% on Starter (€25 → €15), 20.0% on Growth (€50 → €40) and 17.6% on Pro (€102 → €84). Starter’s discount is double what is advertised and the largest cadence saving in this review series — worth €120 per agent per year rather than €60. Check the pair for your own plan before deciding how to pay.
Which Freshservice plan do I need?
Choose by ITIL process. Starter (€15) covers incident management, knowledge management, task management and a support portal — a competent help desk. Growth (€40) adds the service catalogue, SLA management, on-call and cloud management. Pro (€84) adds problem, change, major incident, release and workload management plus employee journeys. Enterprise adds a sandbox, audit logs and Freddy AI Agent and Insights. If auditors require change management, you are on Pro — 5.6 times the entry price.
What are Freshservice Asset Units and what do they cost?
Asset Units are Freshservice’s licensing metric for IT Asset Management, measuring usage by the number and type of assets managed in the CMDB, and they are sold in packs of 500. Freshworks defines the metric in its FAQ but does not publish a price for a pack. Since asset management is a primary reason many organisations choose Freshservice over a generic help desk, request the pack price alongside your agent quote, and clarify how different asset types — a laptop versus a cloud instance, say — consume units.
Is Freshservice cheaper than ServiceNow?
Substantially, and that is the positioning. Freshservice publishes per-agent rates from €15 to €84 a month with self-serve signup and a 14-day trial; ServiceNow is quote-only, priced well above that, and typically involves an implementation project with external consultants. The trade is depth and configurability — ServiceNow does more and bends further. For a mid-market IT team wanting ITIL processes running in weeks rather than quarters, Freshservice Pro at €84 an agent is the comparison that usually wins.
Compare Freshservice with other popular tools in the same category.
me encanta freshservice, lo recomiendo a cualquiera que tnga o trabaje en mesade ayuda, te ayuda a optimizar tiempo ya que organiza los tickets segun incidencia o solicitud de servicio me encanta
hay poco que decir aqui ya que me encanta y lo uso a diario en mis años de experiencia usando freshservice en la mesa de ayuda de mi organizacion no he encontrado algo negativo, lo recomiendo a ojos cerrados
los principales problemas que esta ayudando a resolver freshservice es la optimizacion de tiempo ya que organiza los ticket y te da un tiempo prudencial para resolverlos
Me encanta y me gusta mucho freshservice pero lo que mas me gusta es que desde que lo usamos en mi organizacion los tiempos de los casos disminulleron por que nos ayuda a organizarnos y nos da tiempo prudente para realizar cada caso que entra a la mesa de ayuda
la verdad uso freshservice todos los dias ya que trabajo como analista de mesa de ayuda, no le he encontrado nada negativo, al contrario es una herramienta excelente que nos ha hecho mucho bien
los principales problemas que he notado que esta ayudando a resolver freshservice son principalmente los tiempos en los que resolvemos los casos o solicitudes de srvicio por que nos da la facilidad de organizarnos de mejor manera, freshservice me encnta
Hay muchas cosas que me gustan de freshservice pero lo que mas me encanta es que m ayuda a diario en mi trabajo ya que me ayuda a organizar los casos que van entrando dependiendo de su importancia y me da un tiempo prudente para resolverlo
Hay pocas cosas que podria decir que no me gustan de freshservice, ya que me encanta y lo utilizo todos los dias en mi organizacion, pero si tuviera que decir algo diria que podrian mejorar el precio o valor de la licencia
La verdad esta resolviendo mucho el tema de la organizacion y eso siempre lo resalto y lo digo es lo que mas me gusta y lo que mas me sirve a diario y el tiempo que te dan para resolver los incidentes o solicitudes de servicios son muy prudentes y estoy muy deacuerdo
Para mi es la mejor herramienta en mesa de ayuda ti, nos ayuda mucho en nuestra organizacion, la utilizamos a diario, me gusta mucho y concideron algo muy util y qu todas las empresas deberian tener
Hay muy pocas cosas para no decir nada, ya que me encanta mucho freshservice y lo utilizo mucho a diario en la mesa de ayuda TI de mi organizacion la verdad la recomiendo mucho
Los principales problemas que esta ayudando a resolver freshservice son de tiempo y espacio ya que vamos atendiendo cada caso dependiendo a su importancia o urgencia, me encanta freshservice
The most usefull use of the tool is it can be accessed by mobile and laptop, providing the flexibility to work from anywhere and making it user friendly.
None as of now, the tool is working perfect and FS team is nailing it.
Helps in keeping track of case/incident ticket flow and sending notification to agent promptly. Also I received a notification in case any case is escalated/closed/opened/assigned.
Lo que mas me gusta de freshservice es que puedo usarlo de forma diaria en mi organizacon, su interface es sencilla de usar tanto para administradores como usuarios finales, tengo la dicha de usar freshservice
hay pocas cosas que puedo responder a esta pregunta ya que me gusta mucho freshservice si tengo que dar mi oponion para mejorar en un aspecto es en que el valor es un poco elevado a mi parecer, pero del resto es estupendo
El tema de la organizacion en la mesa de ayuda de mi organizacion es fantastica gracias a freshservice ya que nos ayuda organizando los casos dependiendo su importancia y nos da un tiempo pruedente para su resolucion
A great tool that enables you to setup a tool for IT and the business with an easy to use Out the box solution. Links great to a CMDB and alerting on downtime.
Workflow automator could use a bit of work on the useability.
Freshservice is solving a ticketing solution unification across the whole business and stopping the siloed culture in the company.
How it can help me delegate our ticketing system to additional users based on bandwidth, as well implement a division of departments to easily move tickets between entities
How email integration sometimes works faster than the ticketing que and any new tickets can show in email before the actual web portal
letting me integrate and collaborate across my teams to verify proper time management and execution are in place.
É um produto extremamente completo que segue a risca a estrutura ITIL.
Acho que podem melhorar a geração de relatórios, hoje acho um pouco confuso.
Consigo rapidamente incluir o catálogo de serviços por cliente, gestão de incidentes, gestão de devices, geração de relatórios.
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.
One of the standout features of the Freshservice Helpdesk System is its intuitive and easy-to-navigate interface. Our support team was able to adapt to the system seamlessly, and even new hires have found it incredibly straightforward to use. This has led to a significant reduction in training time, allowing us to focus on what truly matters - delivering top-notch customer support. The ticket management system is a game changer. The ability to categorize, prioritize, and assign tickets to specific team members has streamlined our workflow and ensured that no customer query goes unanswered. The automation options have saved us countless hours by routing tickets to the right departments and providing instant responses to frequently asked questions. This has not only improved our response times but also increased overall customer satisfaction. Furthermore, the reporting and analytics tools provided by the Freshservice Helpdesk System have proven to be invaluable. The detailed insights into ticket volumes, response times, and customer feedback have enabled us to identify trends, areas for improvement, and opportunities for proactive customer engagement. This data-driven approach has allowed us to make informed decisions that have positively impacted our support strategy. What truly sets the Freshservice Helpdesk System apart is its exceptional customer support. Anytime we've had a question or needed assistance, their responsive and knowledgeable support team has been there to guide us every step of the way. It's evident that they are dedicated to the success of their clients and are committed to continuously enhancing their product. In conclusion, the Freshservice Helpdesk System has transformed our customer support operations and elevated our level of service. Its user-friendly interface, powerful features, and excellent customer support make it a must-have tool for any business looking to provide exceptional support to its customers. We are extremely satisfied with our experience and would highly recommend the Freshservice Helpdesk System to anyone in need of an efficient and reliable solution for managing customer queries.
The team need to improve on Asset Management and Mobile Functionality same as web version.
Technical Issues Resolution: The IT helpdesk is responsible for resolving technical problems that users encounter while using hardware, software, applications, and systems. This could include issues such as computer crashes, software errors, connectivity problems, and more. Rapid problem resolution minimizes downtime and frustration among users, allowing them to maintain productivity. User Support and Guidance: Helpdesk staff provide assistance, guidance, and training to users who might be unfamiliar with certain software applications or technical processes. This boosts user confidence and ensures that technology is effectively utilized across the organization.
I have used several ticket management systems and this one is most user friendly. Opening a ticket, reviewing information in a ticket (including attachments), commenting, and closing a ticket are very easy. Keeping up with your tickets, searching for tickets by keywords, and also keeping track of your completed tickets is also very straighnforward. Though I don't use them often, the analytics in the dashboard are well thought out and useful for management and employees.
Merging duplicate tickets is not straightforward. Also, right now our system is setup to create every request as an issue ticket, though they all aren't issues. It would be great to have options like service requests, etc. with possibly their own SLAs/path. This may be the way we have chosen to set ours up and not a tool limitation.
Freshservice gives our employees and volunteers an easy way to put in requests for service and allows us to track requests and progress in a straightforward manner.
It is easy to navigate and the features are expansive.
It something has slow response time and this may our network.
We are able to track our tickets.
Ability to add private notes. I like the Tasks/Reminders. Canned Responses. Like the Assets and the information it provides about the devices. Compared to all other( i have uses atleast 8 other ticketing system), Freshservice is the best.
Only the webversion has the hard option to close the ticket without notifying the client(has to Shift + Close). Where as the mobile app has directly a tick option wheer we can untick when we dont want to notify client.
Freshservice keeps updating regulary with features like Tasks/Reminders, etc.. which will help us to be more productive. And our business finding it easy to use.
How we can automate a lot of the functions we need to assigned tickets to the correct person/groups.
Sometimes trying to figure out how to set up some of the features is difficult and the instructions unclear.
Our organization did not have a ticketing service prior and this has streamline and improved our support ability to our teams.
Ease of use and UI/UX are very convenient. Loaded with lots of features which helps automate the ITSM processes.
As such there is nothing to dislike about freshservice
Providing the Service Desk for Ticketing to our customers and managing the tickets
For the past 1 year, fresh service help me keep everything easily accessible and efficient. I can share all the problems and have prompt ticket resolution. It is easier for our team to work together.
Exceptional case. and using a tool like this can feel less personal than talking directly calling and resolving the issue. Also we see more options like in mobile asset there is sim then imei then model then colour then weight which is not much required.
Freshservice allows me in tracking the issues via mails, web based portal, tasks, and questions in one place. Its more productive and benefits me for prompt support.
The continued drive to improve the system is important and helpful. The changes and improvements help us improve our own practice as well.
There are a lot of features that we don't use, maybe we should, regardless it seems to make it a little complex sometimes.
A lot on the accountability front as a manager. I now assign jobs to specific techs, can see the timeliness of their response, view conversations, etc.
My ability to see everything that is happening in my department. Game changer!
It would be valuable to have more features regarding their reporting tools.
Freshservice has helped tremendously with our workflow, communication, and overall customer satisfaction. It also help with evaluation of my techs as I now have actionable data to work from.
The greatest thing about freshservice compared to what we were using before is just the amount of data that is constantly accessible. The ability to create custom reports, search through tickets by pretty much any field, and customizable sorting methods have been great. In addition, the ability to automate a lot of tasks - such as categorizing/assigning tickets, certain processes that run at a set time every day, etc - as well as integrate with external resources (e.g. Asana) have been a huge time saver.
I'm not a fan of how the back end is entirely hidden behind layers of abstraction. E.g. the workflow automator is entirely this cumbersome drag and drop flowchart thing, and I would much prefer if I could interact with it using a scripting language. In addition, when customizing the user portal while I can see the HTML, I am unable to see or interact with the data structures used therein. There have been many cases such as this where it would be very helpful to be able to directly interact with the back end.
I work for an IT department at an electrical supply distributor, and we use Freshservice as a ticketing system to track and resolve technical incidents throughout the company. We moved to Freshservice from another ticketing system about half a year ago, and the level of automation possible in it has helped create efficiencies for our whole team.
While I use the softwartem for all Service Support ticketing, I really like the these threwe features best: 1. The KB: I like that I can use KB articles as prompts for our chatbot. Additionally, editing articles is a smooth process. 2. Onboarding: Our institution has fully automated our employee onboarding process using this module. 3. The Workflow Automators: I have automators in place across my functional units. The Lo Code editor is quite intuitive
I really dislike the "out of the box" UI portal. I had to do extensive custom HTML and CSS work to affect the branding look I needed. The portal should also have Lo Code functionality.
FreshService is a critical component of my ITSM governance and administration. I am part of a higher ed startup and as the IT executive, I am also (currently) the IT staff. Without FS and a few other key softwares, I wouldn't be able to be a "one man show".
It's a simple and powerful tool to streamline all IT operations, from hardware overview to ticker handling. And with the new Workspace feature even more teams and processes can be automated and simplified. Overall, one of the best tools for IT Operations that I've worked with so far!
Some parts of the automations are quite tedious or missing features. I would for one like to be able to call any field within the tenant for automation or creating child tickets for certain requests but currently to so require webhook/ API calls wich can be quite complex at times. Another feature I would like bigger improvements on is the Status page and to be able to create multiple pages and share with different groups based on what's relevant for that group.
For me, Freshservice is solving most, if not all, problems revolving Enterprise IT Operations. From automating SaaS deployment to monitoring the hardware stack, handling tickets and tasks and even onboarding / offboarding flows. Right now I'm looking forward to the coming release of the Workday integration to fully utilize a full automation of the onboarding and offboarding flows!
Freshservice is a tool that I really love. As a company who is growing and building an IT support team it had some pretty key features that were nice for managing a team. The cherry on top is the ability to modify built in tables with custom fields, and setup automations however needed. Another feature I really liked is when forwarding emails into freshservice it would set the requester on the ticket as the person who sent the intiall email, huge help.
We winded up moving away from Freshservice becuase my team was offered a free tool as part of our RMM software, its no where near as good of a tool and now I revered back to handling alot of support on my to do list instead of a ticketing system, but I was outvoted.
A great way to organize tickets and make sure things are getting addressed properly.
Appreciate the out of the box ITIL standards for ticket and service management, as well as the always expanding features. The features that it has brought on board in the last two years have made ot robust.
Not quite as robust as a tool similar to service now that brings expanded features for alternative departments. Fresh has the potential to be an enterprise digital transformation platform, however they are not there yet.
Out of the box ITSM solution unlike Zendesk that is just a helpdesk or ticketing system. The robust features for landing pages, problem management, integrated project managemern, incident and service request management make it a great tool for our environmentl.
I was skeptical about switching from email based outreach to FreshService at first, but it has been incredibly helpful keeping track of due projects and outreach from our hospitals.
I wish there was a darkmode :( but that's totally my preference! I wish there was a little better way to update some pathing and be able to delete retired service requests without messing up other ones.
Easy way for users to communicate issues and for agents to keep track of their projects to do based off of tickets. Dashboards are incredibly helpful for keeping track.
Ability to convert incoming mails into tickets is super Agent communication is very well. SSO Login is a plus Smartphone app plus instance realtime sync is fantastic
If more controls are given for users who are trying to configure workflow automations would be helpful Also asset module can be expanded to show serial no of peripherals such as motherboard / harddrive and so on
prioritize tasks is now easier. notifications are automatically sent which is a plus. IT Support fulfilment is now trackable and it helps us to review and make sure best practises are followed.
Easy to manage tickets and requesters, as well as manage timelines associated and assign to appropriate agent. Great design and easy to use features and management.
Lots of things to customize and tailor to your experience needed, but no tutorials or quick run throughs and I would say anything other than the basic ticket system has a steep learning curve
The ability to categorize and que tickets and track them with all details major and minor making an IT support role easier and beneficial to manage tickets in an orderly fashion
Lots of integration, lots of useful inbuilt features, and always getting better. Keep up the good work!
No dark mode, seems like such a simple thing that would be so much more accessible to a lot of your demographic.
We have a tiny team and a lot of moving parts. Using FreshService as our single-source-of-truth as a mentality have leveraged great agility and efficiency out of our teams.
We are now using Freshservice in many of the divisions at our Agency. The product allows us to build and capture the needed information to provide the best service to our end users.
We have been able to configure the product to meet our needs and can't think of any downside.
Freshservice allows us to track and be accountable to the Agency and provides metrics around our quality of service. Other area's are also using the product and we are able to capture the needed requirements right in the system with no need to go back and forth with emails.
