What is Freshservice?
Your service desk software is supposed to make supporting users easier, not harder. Since Freshservice is 100% on the cloud, there is nothing to install, maintain or babysit. Login from just about any device, anywhere, and deliver exceptional IT service to your users all day, every day.
Company Details
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Real user data aggregated to summarize the product performance and customer experience.
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90 Likeliness to Recommend
97 Plan to Renew
1
Since last award
84 Satisfaction of Cost Relative to Value
2
Since last award
Emotional Footprint Overview
+91 Net Emotional Footprint
The emotional sentiment held by end users of the software based on their experience with the vendor. Responses are captured on an eight-point scale.
How much do users love Freshservice?
Pros
- Trustworthy
- Efficient Service
- Caring
- Saves Time
Emotional Footprint
How to Read
Positive
Neutral
Negative
The Net Emotional Footprint measures high-level user sentiment towards particular product offerings. It aggregates emotional response ratings for various dimensions of the vendor-client relationship and product effectiveness, creating a powerful indicator of overall user feeling toward the vendor and product.
While purchasing decisions shouldn't be based on emotion, it's valuable to know what kind of emotional response the vendor you're considering elicits from their users.
Footprint
Feature Ratings
Technician Administration
End User Self Serve
Multi Device Capability
End User Support Solutions
Service Catalog
Reporting
Multi-Site Functionality
Integrated Knowledge Management
Integration With IT Tools
Vendor Capability Ratings
Availability and Quality of Training
Ease of Customization
Ease of IT Administration
Quality of Features
Breadth of Features
Vendor Support
Ease of Data Integration
Ease of Implementation
Product Strategy and Rate of Improvement
Usability and Intuitiveness
Business Value Created
Freshservice Reviews
Miguel N.
- Role: Information Technology
- Industry: Consulting
- Involvement: Business Leader or Manager
Submitted Mar 2024
Freshservice is Amazing, you will never go back
Likeliness to Recommend
What differentiates Freshservice from other similar products?
Features just keep comming, great integrations and alot fo new features every quarter
What is your favorite aspect of this product?
Workspaces can be a good thing but they should be able to manage to activate workspaces with MSP's
What do you dislike most about this product?
Licencing can be a hassle, overal all features wortk great
What recommendations would you give to someone considering this product?
Baby steps just don¿t venture too far if you are not familiarized with ITSM tools
Pros
- Helps Innovate
- Continually Improving Product
- Reliable
- Performance Enhancing
Wesley B.
- Role: Information Technology
- Industry: Technology
- Involvement: IT Development, Integration, and Administration
Submitted Mar 2024
Easy to use, implement and the service is great!
Likeliness to Recommend
What differentiates Freshservice from other similar products?
Built in workflows are very intuitive and support is there if needed
What is your favorite aspect of this product?
The automation and integration capabilities.
What do you dislike most about this product?
Some reporting is a little finicky and difficult to translate
What recommendations would you give to someone considering this product?
Get it if you're looking into an internal ticketing platform!
Pros
- Helps Innovate
- Continually Improving Product
- Reliable
- Performance Enhancing
Douglas C.
- Role: C-Level
- Industry: Technology
- Involvement: End User of Application
Submitted Feb 2024
Freshservice is a great ITSM tool
Likeliness to Recommend
What differentiates Freshservice from other similar products?
For all our IT support ticket management needs, Freshservice has you covered. All events, updates and support requests can be tracked and prioritized through one user interface. It has automated tools that sort tickets into categories and send them to the appropriate teams or agents based on rules you set.
What is your favorite aspect of this product?
Every day, it helps me organize my work procedure. With the ticket system, you can easily customize your experience. By using it, I can automate numerous tasks. This helps monitor case/incident ticket flow and notifying agents in a timely manner.
What do you dislike most about this product?
In the ticket, you can see the updated conversation at the bottom. Unfortunately, you can't configure the ticket so that the most recent message appears first.
What recommendations would you give to someone considering this product?
Our agents can work together, share information with relevant parties and monitor the progress of incidents in real time. The clarity of the design. Using the ticketing interface is very pleasant. You might confuse it with a social networking site rather than an IT service management system. There is a lot of clarity on the screen when it comes to color coding, activity, ticket attributes and notes.
Pros
- Helps Innovate
- Respectful
- Transparent
- Security Protects