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
Izmet B.
- Role: Operations
- Industry: Other
- Involvement: IT Leader or Manager
Submitted Jan 2023
Good product for basic IT management requirements
Likeliness to Recommend
What differentiates Freshservice from other similar products?
Support is really good
What is your favorite aspect of this product?
Customizations
What do you dislike most about this product?
Limitations on reporting. And cost for each device within the inventory.
What recommendations would you give to someone considering this product?
This software is great for a small or medium size company. But if you need to follow more complex ITIL needs, this might not be the best solution.
Pros
- Caring
- Transparent
- Trustworthy
- Efficient Service
Camila L.
- Role: Information Technology
- Industry: Retail
- Involvement: IT Development, Integration, and Administration
Submitted Jan 2023
A bit expensive but very nice and effective
Likeliness to Recommend
What differentiates Freshservice from other similar products?
It's quite easy to customize the user interface.
What is your favorite aspect of this product?
How easy it is to open child tickets
What do you dislike most about this product?
User license is a bit expensive
What recommendations would you give to someone considering this product?
The price is expensive but you can organize your tickets in a very effective way
Pros
- Helps Innovate
- Continually Improving Product
- Reliable
- Performance Enhancing
Elvis H.
- Role: Operations
- Industry: Technology
- Involvement: Business Leader or Manager
Submitted Jan 2023
Great product with outstanding service
Likeliness to Recommend
What differentiates Freshservice from other similar products?
Agility and Usage: It's really easy to use, and it's response time is really good. The latest update ŵas amazing (from the Product only side). Constantly improving, and outstanding technical support.
What is your favorite aspect of this product?
UX and it's integrated features, like project management, and ITIĹ features.
What do you dislike most about this product?
Missing features already available in FreshDesk.
What recommendations would you give to someone considering this product?
Plan well your needs so the implementation goes smoothly and choose the right solution.
Pros
- Helps Innovate
- Continually Improving Product
- Performance Enhancing
- Enables Productivity