Freshservice, a cloud-based ITSM solution that can help your business manage and optimize the performance of your IT services, is another popular Freshworks family tool.

Let’s get right to the point. Here are the two main use cases: 

  • You can improve customer communication by sharing information in real time, such as schedules, tasks, and updates.
  • Collaborate with colleagues from various locations without fear of losing important information.

Freshdesk should be on your radar if you’re an organization looking for a full suite of tools for customer support, project management, IT service management, and need to support customers with Information Technology Information Library (ITIL) practices.

However, is Freshservice the best help desk for your business?

In this post, we will do an in depth Freshservice review to help you make the right decision. 

Freshservice Pros and Cons

PROS

CONS

  • The platform can be customized to meet specific process and workflow requirements.
  • Simple to use: Designed specifically for IT service desk users. 
  • Uses a consumer-grade approach to enable faster and wider employee adoption without the need for training or certification.
  • Limited number of marketplace apps compared to Freshdesk.
  • Analytics definitely requires improvement. 

Freshservice Pricing and Features

Pricing and Plans (Rating ⭐ 4.72/5, 25 reviews)

Freshservice provides four paid packages. They also offer a 21-day free trial with full access to all features.

Here are the different plans: Starter, Growth, Pro, Enterprise.

  • Starter:$19/agent/month (Key features include: Incident Management, Knowledge Base, Self Service Portal, SLA Management)
  • Growth:$49/agent/month   (Key features include:  Multiple SLAs, Business Rules, Approval Workflows, On-call Management etc)
  • Pro:$89/agent/month  (Key features include: Problem Management, Change Management, Team Dashboards, IP Range Restrictions, etc)
  • Enterprise:$109/agent/month  (Key features include:Freddy Agent Assist, Sandbox, Audit Logs, etc)

Check out the pricing here- Pricing Details

Freshservice pricing is based on the number of agents. So, keep this in mind when budgeting for a customer support system like Freshservice.

Support: The staff is super responsive and prompt.

Pricing: Competitive pricing when compared to others in the similar domain.

Ease of Use: The software is pretty easy to configure, customize and get started for agents as well as end users.

⭐ 5/5  Sushil J

The pricing plan makes it easy to start using features at a reasonable cost and you only need to upgrade if you need additional services or functions. We’re currently using the Blossom package which works well for a base of around 300 users.

⭐ 5/5 Administrator in Media Production

In essence, the platform lacks no features, but it is not exactly cheap. Why? The starter plan might not be adequate for handling most of your customer support needs.

If you want all of the standard tools you’d expect from an IT service management-focused package, you’d have to opt for the Pro plan, which comes with project management, contract management, gamification, a service catalog, custom reporting, etc. 

Ticket Management (Ratings ⭐ 4.74/5, 239 reviews)

Here are some of the key ticketing  features of Freshservice:

  • Allow users to contact support via email, self-service portal, mobile app, phone, Freddy chatbot, feedback widgets, or walk-ins.
  • Freddy, the Freshservice AI engine, can automatically categorize tickets based on historical ticket data.
  • Automate ticket prioritization with powerful workflow automation based on impact and urgency.
  • With round-robin or load balancing, you can automatically assign tickets to the appropriate agents or groups, ensuring that no ticket falls through the cracks. auto-assignment
  • From a single screen, collaborate with your team and see who is working on a ticket, its priority, and status.
  • Set multiple SLA policies for task deadlines and automate escalation rules based on different business hours or different types of tickets and ticket groups to ensure on-time resolution.

What we like best about FreshService is that the ticketing system is so easy out-of-the-box. The team from FreshService has been so helpful with all of our questions and the implementation of our system setup was easy! The features we like best are the inventory, on-boarding, services, ticket portal, email to ticket que, and much more. Our employees have given great feedback on the ticketing system for the reports since they love to see our data analytics for tickets being closed in a timeley manner.

⭐ 5/5 Kyle f

It is a great IT-oriented help tool to bring better asset management to the organization and provide help as quickly and accurately as possible to staff across the organization and customers. I like how intuitive it is and the ease of use implied by its good design and simplified processes; in addition, it has a very good ticket manager, which allows us to make a detailed and accurate tracking of tickets from start to finish.

⭐ 4.5/5 Miroslav L

The ticket view, like Freshdesk’s, includes actionable buttons on individual tickets, allowing quick access to change the assigned agent, status, or priority. In addition, you can track, prioritize, and automate incoming tickets that are similar to those you’ve already manually answered. 

All in all, Freshservice’s system is useful for businesses that have a high volume of customers and are unable to keep up with the demand.

Interface and Customization (Ratings ⭐ 4.76/5, 130 reviews)

No matter how many comprehensive features Freshservice has, they are useless if the platform is difficult to navigate and use. We discovered that the main interface appears clean at first glance, and your agents will most likely have no trouble locating important features.

We have to point out how visibility into specific tasks is a significant feature. As administrators, you can also see how the entire platform is operating at a high level much more easily. You can see SLA breaches or overdue tickets using your personalized dashboard and comment on them internally with private notes to get updates/provide additional information right within the ticket.

I love it, it is a user-friendly tool with a very friendly interface that makes things easier for expert and novice users. Currently, I consider it to be the best ITSM tool on the market, it brings a lot to the business organization and its use cases are extensive. The price of this tool is fine if we take into account everything it offers, how fast it works and the results obtained. The quality of their support team is high, they are always available when there is an incident or simply a question.

⭐ 5/5 Carter K

It has lots and lots of customization options according to the need and nature of workflow. Its interface is very clean and easily adjustable. The options of assets manager and ticket manager are great. The API is totally free and app itself isn’t very costly. It helps record problems in the IT data base and we can refer to problems very simply by just searching.

⭐ 5/5 Krystyna W

Another feature that distinguishes Freshservice is that it is a web-based application, so no software installation is required.

Integrations (Ratings ⭐ 4.75/5, 84 reviews)

Let’s take a look at the integration capabilities that Freshservice has to offer.

If you’re familiar with Freshdesk, the integration options for Freshservice may differ slightly from what you’re used to. Although the tools are from the same vendor, the use cases are quite different, and thus the integration options are as well.

The Freshservice integration suite looks like this:

  • Slack
  • MS Teams
  • Zoom
  • Jira
  • G Suite
  • Zapier and more

The complete list of native integrations can be found here.

The best part is that you won’t have to write any code to set up these integrations, and you won’t have to pay extra for premium integrations. 

It is a good tool that allows me to create integrations through custom applications, we can make forms that are easy for users to complete, it also allows us to connect with IT specialists in the same workspace, I also like automation tools for auto-mark tickets, it also provides automation to speed up problem resolution, it also allows easy integration with our business systems, it provides a clean and fresh perspective on helpdesk, it is also very easy to set up with great technical support.

⭐ 3.5/5 Mattie W

You also get access to Freshservice’s app development tools, which allow you to easily design, code, and build your own custom apps.

Reporting and Analytics (Ratings ⭐ 4.69/5, 39 reviews)

There’s no doubt that Freshservice comes with a ton of reports to give you a complete picture of your team’s performance. And we are of the same opinion- Freshservice reports provide a more in-depth, interactive look at helpdesk data. While some reports are not completely customizable, we discovered that most reports are highly filterable. Yes, each report can be exported to PDF or emailed.

Full ITSM tool and reporting of the customer requests. It enables me to create support information back to customers and report back internally to the team and to upper board management.

⭐ 4/5 Tom H

Even though the platform provides numerous ways to track various metrics, the best part is that Freshservice allows you to customize and build your reports exactly how you want them. A great feature is the chart editor, which allows you to customize the visualization, when the report is pulled, and other parameters.

The platform even provides its users with a variety of pre-compiled templates that can be used to collect various types of information. You can use the preview function to see which data will be included in the report.

Freshservice allows us to manage all of our Service Desk tickets and Assets in one place and has really useful analytics and reports. Self-service for users is facilitied by the ability to write solution articles

It is an invaluable tool for our small team when managing our large user base and managing their expectations.

⭐ 4/5 Matt W

Bottom Line

Freshservice is clearly a popular choice to opt for, especially considering the platform’s wide array of features, making it an excellent choice for most businesses looking for one of the best ITSM solutions in the market. However, the fact that most of its extended features require an upgrade to the highest pricing tiers cannot be overlooked. We hope this article compared to other Freshservice reviews cleared up some questions and made it easier to make a decision. 

Also, if you’re just getting started with helpdesk systems and want to make it easier for your support reps to provide the best service possible, the Helplama Helpdesk could be the platform for you. It is a multi-channel customer service help desk designed for small businesses and enterprise teams. The platform is designed to be cost-effective, easy to set up, and most agents can get started on Helplama with little to no training.

So, what are you waiting for?

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