Freshservice Review – Right-Size Your IT Service Management

In this Freshservice review, you'll find more information about its features, pricing, pros and cons and why you should consider using it.
9/10 (Expert Score)
Product is rated as #1 in category Information Technology Service Management

Are you looking for an IT desk solution that is easy to use and straightforward? Then it is time that you turn to Freshservice—a plug-and-play ITIL service created by Freshworks. The platform helps businesses modernize their IT and other business functions without the complexity and cost.

Freshservice also provides everything a team needs for proactive IT service management. That includes improved impact analysis, configuration management, ticketing and asset management, robust incident management functionalities, and so much more.

In this Freshservice review, we will take a closer look at the platform and talk about how their online service desk software works for businesses small and big. If you’re ready, then let’s begin!

Click on “open” if you want to see exactly what we will talk about in the rest of this article.

Quick Overview

Freshservice review: Learn everything in 30 seconds

What is Freshservice?

Freshservice is a strong IT and ticketing system designed as a plug-and-play widget for different ITIL departments from any industries. You can also look at it as a universal service desk operating through numerous channels and automating incident management with a wide range of advanced tools.

On top of that, it’s one of the few systems that concentrate on assessing problems and avoiding damage instead of dealing with a problem after it has gone to far, impacting your mundane activities and tasks.

Freshservice specifications

FeaturesPayment system / Project Management
Best suited forSmall businesses, Mid size businesses, Large enterprises
Website languagesEnglish
Website URLVisit official website
Support linkSupport page
Support email[email protected]
Live chatYes
Company address2950 S. Delaware Street, Suite 201, San Mateo CA 94403
Year founded2010

Our Freshservice review

9Expert Score
Right-Size Your IT Service Management

Freshservice is a good prevention-solution platform that is appropriate in any corporate situation, including ones where a ticketing desk is in place. The system is reasonable and welcomed at any stage of the market operation, be it serving thousands of local customers worldwide or a few per month.

Customer support
9
Value for money
9
Ease of use
9
Features
9
Pros
  • Available at a reasonable price
  • It has many customization options, depending on the need and workflow
  • Clear and user-friendly UI
  • It continues to add more features
Cons
  • Poor reporting
  • No feature to add or integrate adds
  • Freshservice charge for database records

Pricing

Freshservice pricing: How much does Freshservice cost?

Freshservice genuinely believes that excellent IT support does not have to cost a lot. That is why the company begins its pricing at $0. Paid plans range from $29 for every agent per month to $99 per agent per month. Organizations can also buy more assets at 3o cents per month, irrespective of which plan they choose.

Pricing rangeFrom $19 to $109 per month
Pricing typesAnnual subscription / Monthly subscription
Free planNo
Free trialYes, 21 days
Money back guaranteeNo
Pricing page linkSee plans

Freshservice pricing plans

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If you’d wish to test Freshservice, you can sign up for the free 21-day trial period. The platform offers a licensing model that is the same as Freshdesk, along with paid tiers providing various functionality. The tiers could also be paid monthly or annually. These include:

Blossom ($29/agent)

It includes an unlimited number of end-users, a self-service portal, basic analytics and reporting, a knowledge hub, and incident management

Garden ($59/agent)

Its features include domain whitelisting, multiple SLAs, asset management, unlimited mailboxes, service catalog, and more.

Forest ($99/month)

It includes customer success manager, audit logs, IP whitelisting, request for change, and more.

Estate ($99/agent)

It includes release management, custom-made agent roles, software license management, and more.

   

Who Should Use It

Who Should Use Freshservice?

Freshservice is an excellent IT solution featuring performance analytics and helps desk capabilities. The software is a decent option for handling IT support for businesses with fifty or five hundred employees. Some of the industries which benefit from this platform include IT services and industries in construction and computer software.

Who is eligible to use Freshservice?

Freshservice has worked on adding substance and style to a product that is normally perceived as overly complicated. The online IT service desk software of a company includes all the elements that IT admins should deal with internal operations, like release management features, change, problem, incident, and asset.

The best thing about the platform is it simplifies operations for IT admins by including smart suggestion capabilities to its knowledge-base articles with users are making tickets. That supports users to solve problems themselves and lowers the obligation of an overworked IT admin.

Automation features and canned responses also help to accelerate the reply process, especially for those tickets that do get through.

Features

What can you do with Freshservice?

The rationale of Freshservice is to create a strong bridge between organizations trying to save and customers not eager to compromise on the quality of service they are getting. The existence of such a connection may sound overly romantic, but that is however what this support automation platform has been doing for many years.

Therefore, a number of unique features can be easily connected to using Freshservice, particularly for companies migrating from a standard roll-call support tool. Let’s take a look at the different features you can enjoy when using Freshservice.

Reporting

For IT support management to be efficient, there’s a need for assessing performance and reporting as it’s measured over the SLA requirements. Although it is possible for an agent to understand where the existing customers are happy and such system of measurement in their personal dashboards, every performance of the IT support can be delivered at the help desk analytics.

Apart from that, it is also possible to make custom reports using a chatbot. How amazing is that?

Management of IT assets

Did you know that Freshservice will also help you locate your organization’s IT assets? Further, it can scan if there are new hardware and software and plan for scans through the Discovery probe to update your asset details.

The best part here is that you can take note of your IT assets’ location, their users, IP address, version, and many more. You can also utilize the software to monitor the items utilized in a configuration like software, services, hardware, and many more.

The program enables you to monitor all your assets in one view from the day it was purchased to the time it was disposed of. Further, you can view the procurement, depreciation, maintenance, and asset’s disposal and see when those events occurred in one view.

IT project management

Freshservice also enables you to begin a new service desk or a new project. You can provide priorities organize and monitor the projects from their beginning to their end with multiple changes, assets, or tickets being associated with such projects.

You can also divide a project into different tasks and subtasks to be assigned to collaborators and individual owners. You can view who’s working on a particular project and enable the completion of a specific task only after the completion of the subtasks. Also, you can hold a discussion about a project or include comments to allow everyone to know what is happening.

Moreover, you can keep track of assets, tickets, and any changes linked with the project in a single system of the service desk. You can utilize integrated modules for better project planning as well. Remember that you can have one window to handle all dependencies and relationships.

IT support management

You can utilize Freshservice to simplify and consolidate your IT services. You can do that using a service management software that is aligned with ITIL. You can also use smart automation to organize your tickets and prioritize them.

Are there any disruptions? You don’t need to worry. You can minimize them and enhance your remediation steps by isolating the problem and connecting it to a previous incident. Further, you could perform a root cause analysis based on your visual event timelines.

Integrated billing system

How many tools enable you to serve a customer and bill for the service from the comfort of the same system? Despite running basic invoicing and billing toolkit, Freshservice makes that possible. Therefore, it saves the pain of migrating data to another system and the costs of obtaining one in the first place.

As an alternative, you can monitor the time dedicated to solving a problem, wrap up the numbers immediately and send off a bespoke bill without even opening your email account. Amazing, isn’t it?

Conclusion

Why you should use Freshservice?

Freshservice is surely an excellent platform. It’s a great cloud-based support platform that was established with the goal of allowing companies of all sizes to offer excellent customer service. It offers plug-and-play ITIL, which complies with best practices without the need for costly consultations or professional opinions.

Its major functionalities include an accessible knowledge base, a robust ticketing system, CMDB, and asset discovery. Furthermore, the software is geared with capabilities like incident management, vendor management, release management, change management, and problem management.

What are the advantages of Freshservice?

How exactly will Freshservice improve your quality of service? Well, the core module of the system is incident management. It was made in a way that enables no customer queries to fall through the cracks. You can automate all mundane and routine tasks with service accessible through several channels and allow your team to collaborate to find the ideal solution for every query.

On top of that, the platform will do an amazing job assessing and resolving problems before they have had whatever effect on the productivity of your business, as it links sudden incidents to common problems, assesses the root cause and recommends valuable workarounds, and keep all problems chronicled in a known-error database until you have come up with a permanent solution.

Another competitive benefit of this simple-to-use system is tracking, planning, and rollback of changes, the lack of which is recognized to cause at least eighty percent of all IT problems. With Freshservice in your toolkit, you’ll have adjustments and resources properly monitored. Hence, you can evaluate the risk and possible effects for each of them. That’s how you prepare your rollback plan for unexpected and unforeseen changes and send CAB approval requests from the same platform.

Ultimately, Freshservice is cloud-hosted. That means it needs zero maintenance while keeping your data safe and the system completely automated. Also, its flexible pricing plans are scalable to the needs and growth of its clients, along with a free plan included to cater to teams with at least three agents.

Freshservice Review – Right-Size Your IT Service Management
Freshservice Review – Right-Size Your IT Service Management

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