Freshservice
8.1 / 10

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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Awards & Recognition

Freshservice won the following awards in the IT Service Management - Midmarket category

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Freshservice Ratings

Real user data aggregated to summarize the product performance and customer experience.
Download the entire Product Scorecard to access more information on Freshservice.

90 Likeliness to Recommend

97 Plan to Renew

1
Since last award

84 Satisfaction of Cost Relative to Value

2
Since last award


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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?

1% Negative
3% Neutral
96% Positive

Pros

  • Trustworthy
  • Efficient Service
  • Caring
  • Saves Time

Feature Ratings

Average 81

Technician Administration

84

End User Self Serve

83

Multi Device Capability

83

End User Support Solutions

83

Service Catalog

82

Reporting

81

Multi-Site Functionality

81

Integrated Knowledge Management

79

Integration With IT Tools

79

Vendor Capability Ratings

Average 83

Availability and Quality of Training

98

Ease of Customization

98

Ease of IT Administration

96

Quality of Features

96

Breadth of Features

95

Vendor Support

94

Ease of Data Integration

93

Ease of Implementation

91

Product Strategy and Rate of Improvement

91

Usability and Intuitiveness

90

Business Value Created

88

Freshservice Reviews

Miguel N.

  • Role: Information Technology
  • Industry: Consulting
  • Involvement: Business Leader or Manager
Validated Review
Verified Reviewer

Submitted Mar 2024

Freshservice is Amazing, you will never go back

Likeliness to Recommend

10 / 10

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
Validated Review
Verified Reviewer

Submitted Mar 2024

Easy to use, implement and the service is great!

Likeliness to Recommend

8 / 10

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
Validated Review
Verified Reviewer

Submitted Feb 2024

Freshservice is a great ITSM tool

Likeliness to Recommend

9 / 10

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

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