About Freshservice

Category: ITSM
Freshservice is a cloud-based service desk and IT service management (ITSM) solution that currently serves more than 40000 SMB, mid-market, and enterprise customers worldwide.

Company: Freshworks

Freshworks, founded in 2010, offers affordable, quick-to-implement, end-user-friendly software-as-a-service. With Freshworks, you get a platform that works for everyone, from IT to customer service, sales to marketing. More than 50,000 companies use Freshworks’ SaaS to enable a better customer experience and employee experience. The company features a suite of products focused on business communications. Some popular offers by the organization include Freshdesk, Freshchat, and Freshteam.

In-Depth Analysis

0 Overall
Price 5.0
Ease Of Use 5.0
Features 4.5
Support 3.5

Pros

  • Ease of automation and workflow creations
  • Easy to set up and maintain
  • Optional PPM features for small-scaled projects

Cons

  • Support is a little slow to resolve issues & there is a language barrier
  • Out-of-the-box integrations are limited
  • Unable to add form fields across multiple forms or submission types
  • MFA management of users restricted to manage by the owner

Freshservice Comparisons

VS
VS
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Plans & Pricing

Asides from the free plan Freshservice offers, pricing comes in four different plans, depending on which features best suit your business needs.

Starter
$19
/mo /agent
Growth
$49
/mo /agent
Pro
$89
/mo /agent

Starter

The starter plan starts at $29/mo or $19/agent/month, billed yearly.
For getting started, you get Incident Management, Knowledge Base, Self Service Portal, SLA Management, Workflow Automator, Orchestration, Access Controls Starter, Analytics Starter plus other features including 1000 Orchestration transactions/mo/account.

Growth

For growing businesses across their LOBs, you’ll get in this plan Everything in STARTER plus Service Catalog, Asset Management – 100 free assets, Purchase Order Management, Employee Onboarding. This plan is priced at $49/agent/month, billed yearly.

Pro

With this plan, you don’t just get ITSM, the plan is accompanied by ITOM and Project Management for large organizations. Priced at $89/agent/month, billed annually, you get Everything in Growth and Problem Management, Change Management, Release Management, and Project Management, amongst other features plus 5000 Orchestration transactions/mo/account.

Ease of Use

Modern look and feel, beautiful icons and this makes the whole experience nice and intuitive. The workflows are very easy to create. It didn’t take very long for me to learn the entire settings in the Admin panel. The most important area of the tool is form customization and Freshservice meets all complex requirements and it is easy to use at the same time.

Compared to its competitors, Freshservice provides all ITSM requirements and it is user-friendly.

Customer Support

Freshservice offers email support, phone and online chats.

Additional customer support:
Guides
These guides would help you train your admins, agents and end-users.

API Docs
Need APIs to extend Freshservice’s functionality? Freshservice’s API documentation covers it all.

Personal experience with support:
Despite the various supports available, however, Freshservice Support is not responsive to requests in a timely or technically adequate manner. Sales pressure is high for them to close the deal but once done, they do respond though issues drag out or are not resolved.
I’m surprised that their tech support is inadequate. A company selling a product for customer support is supposed to have stellar support themselves at least.

24/7 Help & Support
24/7 Help & Support
There is 24/7 support available to all users.
Phone Support
Phone Support
Phone support available to all users, regardless of package.
Live Online Chat
Live Online Chat
There is a live chat
Email
Email
There is an option for all users to email the support team.
Video Tutorials
Video Tutorials
There are a number of videos available on YouTube.
FAQ
FAQ
The FAQ covers basic and advanced software-related issues.
Blog
Blog
Blog available on the website.
Features & Functionality
General Features

Freshservice offers a ton of useful features which makes it a great competitor in the ITSM industry, in total, there are over 130 features offered by Freshservice, a few of which include:

IT Service Management

Delight your organization with a modern service management solution that puts an emphasis on experience.

SLA Management

Set multiple SLA policies for different business hours or incident categories. Easily resolve tickets based on priorities, and automate escalation rules to communicate about SLA violations.

Unified Service Catalog

Easily deploy powerful, extensible workflows that ensure speedy service delivery from everything as simple as password resets to as complex as new hire onboarding. Unify your service delivery into a single, modern platform.

Others include:

Reporting, Dashboards, Time Tracking, Surveys, Access & Usability, MobileSelf Service, Active Directory, Multi-Channel Access, Administration, Reports & Analytics, Service Desk, Help Desk, Incident Reports.

Integrations

Freshservice fits right into your existing business ecosystem with integrations available for popular business apps.
Native Integrations: Amongst the native Integrations are Freshdesk, Slack, MS Teams, Jira, Zoom, Rescue, and G suite plus tons of other integration including Amazon Web Services, which lets you Import virtual assets right from cloud storage EC2.

Features
  • Asset Discovery and Management
  • Configuration Management
  • Incident and Problem Management
  • Self-Service Support Desk
  • Knowledge Management
  • Request Management
  • Metrics & Analytics
  • BI & Reporting
  • Multi-Cloud Support
  • Automated Workflows
  • DevOps Integration
  • Dashboards and Reports
  • Multi-Lingual
  • Native Mobile App
  • Single System of Record
  • Virtual Agent
Incident Management
Features
  • Major Incident Management
  • Single-Pane Agent View
  • AI-Powered Insight
  • Omni-Channel Notifications
  • Visual Task Boards
  • Guided Setup
Problem Management
Features
  • Contextual Knowledge
  • Automated Notifications
  • Remediation Plans
  • Real-Time Analytics
Change Management
Features
  • Multimodal Change
  • Change Success Score
  • Change Approval Policies
  • Risk Intelligence
  • Built-In Risk Assessment and Calculation
Request Management
Features
  • Chatbot-Embedded Portals
  • Service Catalog Builder
  • Embedded Experiences
  • Graphical Workflow
  • Two-Way Notifications
  • Quick & Easy Approvals
Reporting
Features
  • Report Designer
  • Report Administration
  • Natural Language Query
  • Dashboards
Verdict

Freshservice is an easy-to-implement and intuitive solution for any modern IT team. The web user interface and native mobile applications make it incredibly user-friendly. I’ve found the post-go-live support beneficial, instant chat response and call escalation make CSI simple to implement. Freshservice has excellent features and allows us to manage our product and service catalog more efficiently, and the ticket issuance and response flow is very easy to follow. The platform is intuitive, easy to use, and has an excellent support service

Walter Washington
Author: Walter Washington
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