15 years helping New Zealand businesses
choose better software

What Is Freshservice?

Freshservice is an intelligent, right-sized ITSM solution that delivers exceptional employee experiences with an intuitive, scalable, no-code solution. With its state-of-the-art AI and ML capabilities, Freshservice helps organizations ease an IT agents workload and improve their productivity by automating mundane tasks. In addition to its AI capabilities, Freshservice is flexible and scalable enough to be used by both: companies relying on legacy systems and modern enterprises.

Who Uses Freshservice?

Freshservice's customers include MSP's, financial organizations, educational institutions and several government organizations.

Where can Freshservice be deployed?

Cloud-based
On-premise

About the vendor

  • Freshworks
  • Located in San Mateo, US
  • Founded in 2011

Freshservice support

  • Phone Support
  • 24/7 (Live rep)
  • Chat

Countries available

Australia, Austria, Belgium, Brazil, Canada and 40 others

Languages

Dutch, English, French, German, Italian and 5 others

Freshservice pricing

Starting Price:

US$29.00/month
  • Yes, has free trial
  • No free version

Freshservice does not have a free version but does offer a free trial. Freshservice paid version starts at US$29.00/month.

Pricing plans get a free trial

About the vendor

  • Freshworks
  • Located in San Mateo, US
  • Founded in 2011

Freshservice support

  • Phone Support
  • 24/7 (Live rep)
  • Chat

Countries available

Australia, Austria, Belgium, Brazil, Canada and 40 others

Languages

Dutch, English, French, German, Italian and 5 others

Freshservice videos and images

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Features of Freshservice

  • API
  • Access Controls/Permissions
  • Activity Dashboard
  • Alerts/Escalation
  • Alerts/Notifications
  • Approval Process Control
  • Approval Workflow
  • Asset Lifecycle Management
  • Asset Tracking
  • Assignment Management
  • Audit Management
  • Audit Trail
  • Automated Routing
  • Backup and Recovery
  • CMDB
  • Cataloguing/Categorisation
  • Change Management
  • Change Planning
  • Change Tracking
  • Chat/Messaging
  • Collaboration Tools
  • Compliance Management
  • Compliance Tracking
  • Configuration Management
  • Content Management
  • Contract/License Management
  • Corrective and Preventive Actions (CAPA)
  • Cost Tracking
  • Customisable Branding
  • Customisable Forms
  • Customisable Templates
  • Dashboard
  • Data Visualisation
  • Device Auto Discovery
  • Disaster Recovery
  • Drag & Drop
  • Electronic Signature
  • Email Management
  • Feedback Management
  • Full Text Search
  • IT Asset Management
  • IT Asset Tracking
  • Incident Management
  • Incident Reporting
  • Inventory Management
  • Investigation Management
  • Issue Auditing
  • Issue Management
  • Issue Tracking
  • Knowledge Base Management
  • Knowledge Management
  • License Management
  • Maintenance Scheduling
  • Multi-Channel Communication
  • Multi-Language
  • Patch Management
  • Performance Metrics
  • Prioritisation
  • Problem Management
  • Project Tracking
  • Real-Time Chat
  • Real-Time Monitoring
  • Relationship Mapping
  • Release Management
  • Remote Monitoring & Management
  • Reporting & Statistics
  • Reporting/Analytics
  • Resource Management
  • Scheduling
  • Search/Filter
  • Self Service Portal
  • Service Catalog
  • Service Level Agreement (SLA) Management
  • Status Tracking
  • Supplier Management
  • Support Ticket Management
  • Survey/Poll Management
  • Surveys & Feedback
  • Task Management
  • Third-Party Integrations
  • Ticket Management
  • Workflow Configuration
  • Workflow Management

Freshservice Alternatives - Capterra New Zealand 2021

An open source customer support system that organizes, manages and archives incoming support requests.
Beautilful help desk software, available both "SaaS" and "on-premise". Tracks your customers' issues, fully integrates with your email.
Customizable solution includes project management, CRM and service desk with integrated time and billing running off the same database.
Kayako - Straightforward Live Chat to quickly connect for customer service across devices and platforms.
Integrated business management solution that automates financial, customer relationship and supply chain processes.
On-prem & cloud-based unified endpoint management and security tool that helps manage organization endpoints from single console.
Canais de comunicação centralizados: E-mail, Portal do Cliente, chat, telefonia, Integração API, WhatsApp, Facebook e formulários.
Freshdesk is an easy-to-use customer service software that helps over 60,000 businesses worldwide create stellar customer experiences.
Unlock efficiency, exceptional experiences, and industry-leading ROI from your ITSM processes.

Reviews of Freshservice

Average score

Overall
4.5
Ease of Use
4.5
Customer Service
4.6
Features
4.3
Value for Money
4.4

Reviews by company size (employees)

  • <50
  • 51-200
  • 201-1,000
  • >1,001
Erick
Erick
Client Technologies Manager in US
Verified LinkedIn User
Automotive, 1,001–5,000 Employees
Used the Software for: 1+ year
Reviewer Source

Probably the best tool for Help Desk Management

5.0 3 years ago

Comments: This is probably the best I used for ticketing. The support is really good, the only bad thing is that you have to contact mostly via chat.

Pros:

The features it provides are really good. The ticketing flow is easy to follow, we can handle our Service Catalog, integrate with Active Directory, manage Asset Inventory and now we started using the Project management tool.

Cons:

The configuration (Initial Setup) is kind of complex. Design the flows is friendly, but complex if you have many rules, but the good thing is that support guides all the way during this process.

Sarah
Sarah
System Administrator in US
Verified LinkedIn User
Information Technology & Services, 10,000+ Employees
Used the Software for: 2+ years
Reviewer Source

You can do a lot of great things with Freshservice

4.0 2 years ago

Comments: Complete platform for IT service management and reporting on client needs. It gives me the ability to develop material that can be provided as assistance to customers, as well as report back internally to the team and to top board management.

Pros:

I appreciate that it is not only affordable, but also demonstrates a lot of value due to the fact that it comes with a lot of features considering how much it costs. FreshService is capable of competing with ServiceNow in terms of IT service management, and I am accustomed to utilizing ServiceNow.

Cons:

The constraints placed on portal design, in addition to the requirement of having HTML coding skills. I have not been able to determine whether or not it is possible for us to have parent portal sites that include kid pages, and the process of developing these pages will require experience in coding.

Yasceine
Quality Manager in Saudi Arabia
Computer Networking, 51–200 Employees
Used the Software for: 1+ year
Reviewer Source

Freshservice HelpDesk Overview

4.0 2 months ago New

Comments: It is a friendly-use module, easy to manage.

Pros:

focus on simplicity and ease of use customization options

Cons:

the discount policy which stipulates that one cannot get a discount if the user number is less than 20 user.

Verified Reviewer
Verified LinkedIn User
Management Consulting, 201–500 Employees
Used the Software for: 6-12 months
Reviewer Source
Source: GetApp

No bang for the buck, an overpriced form submission tool that disappoints in reporting and integration

2.0 7 years ago

Pros:

Friendly user interface. Copy screenshots directly into the form (although there's a bug for the last 3 months that screenshots are displayed double in edit mode.) Plenty of fields to configure for more complex workflows.

Cons:

Default categories and labels with awkward naming (synonymous use of "Tickets" and "Incidents" for "Issues", "Change" for "Change Request", "Problem" for "Bugs") No possibility to convert issues to change requests. Agent needs to recreate the entire case in the back resulting in significant adminstrative overhead. Reporting is practically inexistent. REST API not covering many functions and object attributes. (You cannot substitute reporting externally.) HTML editor limited and bugged. (CSS code in support articles not supported, Bootstrap not supported, code gets changed or reformatted upon saving articles) No access to the file and image repository. Frankly, with every new cosmetic change and "functionality no can do" message from the Team, I am growing more and more wary of this application. At this point, I am thinking of it as an overpriced form tool with practically no reporting, a gimped Knowledge Management base, and an asset list functionality that quickly drains your wallet. I am spending significant time rewriting issues as change requests in order to subsequently manually attach them to the original issue ticket and explain to the user why I would want to close his ticket after all. Writing knowledge articles is best done in a separate HTML editor. The Text Editor lacks basic functionality, removes formatting and images in unpredictable ways with undoing, and stores images and files in a central repository you have no access to. You might as well do that with a forms tool readily available on the internet.

Mikaela
Chapter Management Lead in Sweden
Information Technology & Services, 51–200 Employees
Used the Software for: 2+ years
Reviewer Source

Freshservice can help you work more efficiently.

5.0 3 months ago

Comments: If I have to make a new system choice today, I would choose Fresh again.

Pros:

In Fresh, the company can achieve a comprehensive ticket management solution. It's enjoyable to work in Fresh. It's educational, visually appealing, and helps us in our operations to deliver to our customers.

Cons:

Some of the requests we've made take time to be incorporated into the Fresh roadmap.

Alternatives Considered: Zendesk Suite

Switched From: SERVICE MANAGER

Reasons for Switching to Freshservice: Several of our employees had more experience with Fresh than Zendesk. That's why we chose Fresh.