17 years of helping Indian businesses
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What Is Freshservice?

Maintain inventory of your organization's IT and non-IT assets like contracts, hardware, software, and track asset details throughout its lifecycle with Freshservice's asset management. The tool puts a refreshing user experience on top of powerful ticketing and asset management capabilities like auto-discovery of new resources, powerful configuration management, and enhanced impact analysis.

Who Uses Freshservice?

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

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Freshservice Reviews for Indian Users

Average score

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

Reviews by company size (employees)

  • <50
  • 51-200
  • 201-1,000
  • >1,001
Rich
Rich
Director of IT in US
Verified LinkedIn User
Wholesale, 1,001–5,000 Employees
Used the Software for: 2+ years
Reviewer Source

Simple to use and has all the features you actually need.

5.0 6 years ago

Comments: I really like Fresh Service (and before it, Fresh Desk). I keep trying to find a reason to switch to Zendesk because of the possibilities with their integrations but keep abandoning the trial. I would have to reproduce in Zendesk what I currently have in Freshservice in order to start experimenting with the possibilities. That's where the problems start. All the things I have in Freshservice are add-ons in Zendesk that cost extra and don't work the same way. If you have a fairly small team, we have 4 IT personnel for a 24/7 $400 million dollar company, this is your solution.

Pros:

Layout is clean and easy to understand. Has fun 'gamify' system which lets my techs compete with with other for prizes with the system keep score. This is available on our subscription level. Also has SLA monitoring for those pesky KPI requirements. Can setup a catalog of services and items for end users to 'order' with a workflow approval process. Can integrate with chat and phone. Great all around alternative to Zendesk. Doesn't nickel and dime you to have basic features.

Cons:

List of Integration possibilities are pretty small in comparison and hasn't really grown in the several years we have been using it.

Tony
Senior Systems Support in UK
Automotive, 501–1,000 Employees
Used the Software for: 1+ year
Reviewer Source

Alternatives Considered:

Freshservice - Great ITSM tools and keeps on improving.

4.0 10 months ago

Comments: I really like Freshservice and it keeps being improved. They continually innovate and adding AI that can do ticket translations and summaries is really good for us as an international company. Support has been fantastic also.

Pros:

The ease of deployment for Freshservice was great. We were quickly up and running and the automation features are really good. They have recently also improved the AI capabilities which is good to see and constantly seem to improve the product.

Cons:

Reporting can be complicated. We had issues with line managers trying to create their own reports and then questioning the results as the criteria can be complex to understand. They have inbuild basic reports and these are OK

Pedro
It in Spain
Consumer Electronics, 11–50 Employees
Used the Software for: 1-5 months
Reviewer Source

Freshservice makes managing IT tickets a breeze, it's so easy to keep track of everything!

3.0 last month New

Pros:

The interface is user-friendly and the automation features save me a lot of time.

Cons:

I wish the reporting capabilities were more customizable and the mobile app could use some improvements.

Eusoph
ITSM Manager in South Africa
Information Technology & Services, 201–500 Employees
Used the Software for: 2+ years
Reviewer Source
Source: SoftwareAdvice

Fresh Service review

4.0 3 months ago

Comments: 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.

Pros:

Great support team 24/7. Many features that they relevant to an ITSM setup.Always bringing in new features at no extra cost.

Cons:

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.

Mark
IT Support Technician in US
Higher Education Software, 201–500 Employees
Used the Software for: 2+ years
Reviewer Source

Alternatives Considered:

Good value and easy to implement and use

5.0 2 years ago

Comments: We have been happy with Freshservice and consider it a good value in comparison to some of the other Desks out there that provide similar service. We particular enjoy features like round robin ticket assignment, asset discovery and tracking, and providing a Knowledge Base for both Users (Requesters) and Agents.

Pros:

We rely on the ticket system primarily to manage steps to resolution and archive past interactions and solutions. FreshService provides this functionality with little back-end effort on our part. Though somewhat limited, we do appreciate the ability to customize our portal.

Cons:

Adding MSP's can be a confusing process. As it stands, you have to open a trial account then merge it into your main Desk. Last time we did this, FreshService failed to convert the account properly and we ended up being billed for the "trial" account. It took us several weeks to get the billing resolved. I recommend working with a live agent right off the bat to make this happen as smoothly as possible.