Karandeep V
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
- Company: Freshworks Inc.
- Website: https://freshservice.com/
- Founded in 2011
- Country of origin: United States of India
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
- 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.
- 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
- Sugar CRM
- Zoho CRM
- MailChimp
- SurveyMonkey
- Capsule
- Google Analytics
- Constant Contact
- Dropbox
- Zapier
- Salesforce
- Google Drive
- iContact
- Nimble
- Highrise
- Batchbook
- Box
- WorkFlowMax
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
- 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.
