Freshservice

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Freshservice review: Read this in-depth Freshservice review to learn more about its key features, pricing plans, integrations, and more. 

Find out why Freshservice is one of the most popular tools among businesses of all sizes worldwide.


What is Freshservice?

Freshservice is a cloud-based IT service management solution that is used by over 40,000 small to mid-sized businesses worldwide. The platform is owned and developed by Freshworks, one of the renowned SaaS companies. Thus, in terms of features, integrations, and ease of use, Freshservice is right up there with some of the best IT service management tools in the market. 

Freshservice enables IT firms to focus on things that actually matter; providing impeccable service delivery and ensuring customers are satisfied. The platform’s affordability, quick setup time, customer service, and ease of use make it one of the most attractive options in the market. 


Vendor Details


Freshservice Key Features

  • Consumer-grade service

Users can modernize their employee engagement with integrated support channels and AI-driven service management. 

  • Incident management

The incident management feature seamlessly directs incidents and provides all the tools technicians require to address issues in a single-screen experience. Improve service efficiency with AI and automation. 

  • Knowledge management

Enhance your knowledge base to help your end-users and deflect incidents. 

  • Problem management

Easily close, change status, or communicate about a problem’s associated incidents once it’s resolved by pre-defining specific condition. Perform a root cause analysis, and record its impact, symptom, and the solution or workaround within the portal to monitor its progress.

  • Alert management

Consolidate alerts from different monitoring tools that look after your infrastructure. 

  • SaaS management

Get a bird’s eye view of all your SaaS applications and improve their usage with data-driven actions. Utilize data to minimize spending and stay in compliance. 


Freshservice Features Overview

  • Activity dashboard
  • Access controls
  • Alerts
  • Activity tracking
  • Asset tracking
  • Approval workflow
  • Assignment management
  • Audit management
  • Audit trail
  • Billing and invoicing
  • Change tracking
  • Contract lifecycle management
  • CRM
  • Data visualization
  • Document storage
  • Inventory management
  • Issue tracking
  • Maintenance management
  • Patch management
  • Project management
  • Routing
  • Scheduling
  • Task management

Freshservice Pricing

The vendor offers 4 different pricing options depending on your requirements and company size. Check out all the Freshservice pricing options and choose the best plan for your business. 

Starter

Price: $19/user/month

Includes:

  • Knowledge base
  • Self-service portal
  • Incident management
  • Workflow automation
  • Orchestration
  • Mobile application
  • Analytics starter

Growth

Price: $49/user/month

Includes:

  • Everything in Starter
  • Service catalog
  • Employee onboarding
  • On-call management
  • MSD mode
  • Portal customization
  • Purchase order management
  • Approval workflows

Pro

Price: $89/user/month

Includes:

  • Everything in Growth
  • Problem management
  • Release management
  • SaaS management
  • Project management
  • Alert management
  • Team dashboards
  • IP range restrictions
  • Access controls pro

Enterprise

Price: $109

Includes:

  • Everything in Pro
  • Freddy Virtual Agent
  • Freddy Agent Assist
  • Audit logs
  • Sandbox

Freshservice Pros and Cons



PROS:
  • The customer support team is very helpful, and prompt, and provides solutions to all customer queries and problems systematically. 
  • The ticketing flow is very easy to follow. 
  • The user interface is friendly and makes it extremely easy to facilitate team collaboration. 
  • The service catalog has enabled a lot of organizations to improve their productivity. 
  • It is very easy to identify trends. In addition, you can also ensure that service legal agreements for ticket response times are measured in the best possible manner. 

CONS:
  • A few users have suggested that the inventory management system is not very reliable. 
  • The customization across a few areas needs to improve
  • The mobile application is not very intuitive in comparison to the desktop version. 
  • The reporting features are limited in comparison to some other tools. 
  • The text editor is not up to the mark and has very limited options.



Freshservice Integrations


Freshservice Specifications

Free Trial – Yes

Free Version – No

Deployment

  • Cloud, SaaS, Web-based

Devices supported

  • Windows
  • Mac
  • Android
  • iPhone/iPad
  • Web-based

Training

  • In-person
  • Live online
  • Webinars
  • Videos
  • Documentation

Freshservice pricing plans

  • Starter: $19/user/month
  • Growth: $49/user/month
  • Pro: $89/user/month
  • Enterprise: $109/user/month

Typical customers

  • Small businesses
  • Mid-sized businesses

Languages supported

  • English

Freshservice support

  • Email
  • Knowledge base
  • FAQs
  • Phone support
  • 24/7
  • Chat

Freshservice Alternatives

  • Jira Service Management
  • SolarWinds Service Desk
  • ManageEngine
  • Issuetrak
  • Canfigure
  • Mojo Helpdesk
  • CloudBlue PSA
  • Salesforce Service Cloud
  • C2 ATOM
  • LiveAgent
  • LiveHelpNow
  • HaloITSM
  • TeamHeadquarters
  • Kaseya BMS
  • SysAid
  • ServiceNow IT Service Management

We hope you liked reading this Freshservice review. Tell us about your experience while using the tool and the features you love working with. 


8.8 Total Score

Design
9
Usability
8
Support
9
Price
9
Add your review
Free Trial
Supported Devices
Windows
Linux
Android
iPhone/iPad
Mac
Web-based
Deployment
Cloud Hosted
Cloud, SaaS, Web
Mobile – Android Native
Mobile – iOS Native
On Premise
Open API
Language Support
English
Hindi
Spanish
French
Russian
Italian
Dutch
Danish
Polish
Turkish
Swedish
Pricing Model
Monthly payment
Annual Subscription
Quote-based
Training
Documentation
Webinars
In Person
Live Online
Customer Types
Small Business
Large Corporations
Freelancers
Medium Business
Support
24/7 (Live Rep)
Email
FAQs
Knowledge Base
Phone support
Chat support
Features
Email Marketing
Landing Pages
Marketing Automation
Webinars
CRM
Autoresponders
Automation
Workflow builder
Customizations
Integration
Integration
8.8 Total Score

Design
9
Usability
8
Support
9
Price
9
Add your review

Karandeep V

Karandeep was born in Pune, Maharashtra, an upcoming metropolitan city in the Western region of India. While most members of his family are engineers, he had different ideas. He was more inclined toward exploring the non-technical aspects of a business, which is why he studied Bachelors of Business Administration at Symbiosis International University, Pune.  Having said that, his love for new and upcoming technologies remained intact, which is why he has written extensively about technology throughout his career. After a brief stint with a gaming company at the beginning of his career, he discovered that his love for writing was not temporary.  Being a tech geek, he always liked installing and playing around with new applications on his mobile devices and the home desktop. He was fascinated by how technology can simplify even the most mundane and complex tasks with just a few commands. He keeps a close eye on how businesses use different tools to streamline their operations to boost productivity and efficiency.  At ToolsMetric, he writes product reviews that cover the main features and specifications of different enterprise applications. The sheer amount of innovation and hard work that goes into building these tech solutions is one of the reasons why Karandeep loves reviewing these tools. Besides product reviews, he also writes interesting news articles and blogs that track the latest developments in the tech industry.  When he is not writing, you can find him rooted to his seat playing video games, watching movies, or supporting his favorite football team. Since his childhood, he has always loved to travel and explore new places. Traveling is a major part of his life due to a myriad of reasons such as experiencing new cultures, food, and traditions. His other hobbies include playing football, cooking, and running.  You can find him on LinkedIn here.

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