Freshservice
Review of Freshservice Software: system overview, features, price and cost information. Get free demos and compare to similar programs.
Overview
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Customer Reviews
See why people love Freshservice
Nathan E.
Verified UserHospital & Health Care · 501-1000 employees
Freshservice
Verified reviewer
- I liked to layout of the ticketing system and how easy it is to go back and look at previous tickets, I also like the Reporting and tracking so i can keep on top of the work that my staff to
- There is also a lot of integration into freshservice
Maybe the filters but they aren't too bad once you get used to them, my staff often will have filters set to open, their tickets and unassigned so if i have a staff member away no one will look at their tickets unless i flag it with then, but again this is more of a user issue than software
Brandon F.
Verified UserConstruction · 501-1000 employees
Simplifying IT Support with Freshservice: My Experience
I was completely new to Freshservice when we rolled it out back when I was at Blue Ridge Power from 2021 - 2024. We didn't have a ticketing system at the time and were definitely enterprise level so we needed something to accommodate our size. Freshservice was an excellent product that we were able to integrate into almost every aspect of our business. While it was mainly a IT platform, several other teams used it. It's a great product that I highly recommend.
- Freshservice was a big help in modernizing our Help Desk platform and setting up requests for our end users
- I really enjoyed the metrics portion of the platform as I could create reports on different metrics through my department
- They were certain aspects of the metrics that I didn't understand
- In particular, there were smaller percentages highlighted in green and/or red that didn't make any sense to me when adding different metrics to my report
Why they chose it
"We chose Freshservice because it was more in depth and had way more features."
Joe V.
Verified UserEducation Management · 201-500 employees
FreshService provides an amazng helpdesk and inventory solution
This helpdesk allows us to easily manage issues and our inventory in a single web based application that we can access anywhere.
- The ability to easily gather tickets, generate reports, and manage assets is wonderful
- Being able to link certain assets to trouble tickets and track expenses helps us track down reoccuring problems with ease
- Email ticket submission has greatly increased communication with the tech staff and teachers
- The higher tiers get very expensive, especially as you pay by agent
- Some features are only available at the highest tier
Verified Professional
Banking · 51-200 employees
Recommended FreshService
overall good experience no issues at all AI assistant adds real value . It is really worth as service operations and management in one solution provided.
Its having now AI capabilities and user friendly interface and another point is strong feature regarding third part integration
Asset management is more comprehensive and reporting capabilities if increased then it is more convenient
Martin R.
Verified UserBanking · 201-500 employees
Great Solution with great features!
Great support, great price point. We love being able to make support requests so simple to open and work on across the company.
- Cost effective service desk tool loaded with great tools and features
- Some smaller interface issues
- Also, could provide more granular control of custom graphs and data points for dashboards
Switched From
Poor support and hard to use interface. Updates were a pain and searching for data was a nightmare.
Why they chose it
"Better user interface, great price and top notch support. We also appreciate how easy to use the solution is."
Jake T.
Verified UserFood Production · 51-200 employees
Freshservice Rocks
Overall, Freshservice is an incredible tool that helps simplify a lot of tasks related to ITSM. It still needs a bit more in terms of features, which I know the developers are constantly working on, and then it would be a 10/10.
- Very customizable, support was fantastic and the pricing is good
- Development team is still actively pushing out new updates all the time
- Still missing features that would be useful
Switched From
Using an old version of EasyVista, we needed to upgrade and we made a comparison between a few products and decided upon Freshservice.
Why they chose it
"We found that the price and services fit the company better."
Muhammad ShahRukh B.
Verified UserHospital & Health Care · 201-500 employees
An Enterprise-grade IT Management System
Freshservice helps us drive intelligent decisions by letting us track data and streamline service management across teams using a unified platform for improved visibility and efficiency.
- Freshservice is innovative and new features and improvements roll out frequently
- Most of the ITSM features are flexible and can be modified to meet the end users' needs
Inbuild Reporting and Analytics are complicated and do not always yield the desired results
Why they chose it
"Covers all aspects of ITSM in a budget-friendly way. Very easy to implement and use."
Eusoph S.
Verified UserInformation Technology and Services · 201-500 employees
Fresh Service review
I have been using it for almost 4 years and felt in love with it from day one because if its great user experience and easy to use features.
- Great support team 24/7
- Many features that they relevant to an ITSM setup
- Always bringing in new features at no extra cost
- At times they quick to bring in half bcked features
- But must say they are always quick to correct to fix any bugs which comes with a new feature
Switched From
Because I moved to a new company that was not using the same tool.
Stephen G.
Verified UserUtilities · 51-200 employees
Good value but could go further
Overall we have been happy with our implementation of Freshservice. There are many features that we need to spend time on to get working how we want. Its not quite 'out of the box' ready compared to a few other products, but the price reflects this.
- Quick and easy to setup and get running
- Can link to our Azure to intergrate users and devices
- Support has been quick ans helpful when needed
- The interface does seem a little basic and has and old style feel
- Advanced features take a while to get working
Why they chose it
"The price was better fornour requirements."
Simranjit K.
Verified UserHealth, Wellness and Fitness · 51-200 employees
From experience
Verified reviewer
- Ticketing system is easy to use and set up
- Give option to have knowledge base and photos in it to refer
most of features costs extra like on onboarding and offboarding, could have better customer support experience from them
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