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
85 Satisfaction of Cost Relative to Value
3
Since last award
Emotional Footprint Overview
+92 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
Multi-Site Functionality
Reporting
Integrated Knowledge Management
Integration With IT Tools
Vendor Capability Ratings
Ease of Implementation
Ease of IT Administration
Breadth of Features
Business Value Created
Usability and Intuitiveness
Ease of Customization
Quality of Features
Product Strategy and Rate of Improvement
Ease of Data Integration
Availability and Quality of Training
Vendor Support
Freshservice Reviews
Juan C.
- Role: Information Technology
- Industry: Food and Beverage
- Involvement: IT Development, Integration, and Administration
Submitted Mar 2023
Great Solution for SMB
Likeliness to Recommend
What differentiates Freshservice from other similar products?
I believe its a great platform, i believe it has great uses with end user training/solutions guide , but has some setbacks on asset management, and change management becomes a little tedious with many selections and less straight forward
What is your favorite aspect of this product?
Ticketing works great, and solutions guide. additionally creating flows within it to make life a bit easier such as unlocking accounts, or having connection with active directory to have users sync over. Also Teams integration has saved us so much time instead of having to head to the website or the app to view the ticket
What do you dislike most about this product?
this product i feel is geared for smaller quantity, and lot of manual legwork to get the solution up to task.
What recommendations would you give to someone considering this product?
look at all the integrations within, has a great teams notification system that will help save time.
Pros
- Helps Innovate
- Continually Improving Product
- Reliable
- Performance Enhancing
- Role: Information Technology
- Industry: Retail
- Involvement: Business Leader or Manager
Submitted Feb 2023
A fast improving product that helps IT deliver
Likeliness to Recommend
Pros
- Helps Innovate
- Continually Improving Product
- Reliable
- Performance Enhancing
Amar Y.
- Role: Sales Marketing
- Industry: Telecommunications
- Involvement: IT Leader or Manager
Submitted Jan 2023
Best ITSM Tool
Likeliness to Recommend
What differentiates Freshservice from other similar products?
It’s good to manage
What is your favorite aspect of this product?
Best for Inventory Management
What do you dislike most about this product?
Nothing to dislike
What recommendations would you give to someone considering this product?
Nothing to share
Pros
- Reliable
- Trustworthy
- Efficient Service
- Effective Service