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About Freshservice
Freshservice is a cloud-based IT Help Desk and service management solution that enables organizations to simplify their IT operations. The solution offers features that include a ticketing system, self-service portal and knowledge-base. The solution also provides a mobile app for iOS and Android that allows IT administrators to service requests remotely.
Freshservice provides ITIL-ready components that help administrators manage assets, incidents, problems, change and releases. The Asset Management component helps organizations exercise control over their IT assets. Software/ hardware assets can be added, tagged, tracked and delinked, ensuring asset visibility and awareness.
Freshservice also offers gamification module called "Arcade". This module enables IT agents to score points and gamify IT related tasks. The solution allows administrators to generate pre-defined reports for incidents and changes using various filters.
Freshservice can be integrated with third-party apps for managing the service desk.
Freshservice is available on an annual subscription basis that includes support via email and phone.
Freshservice pricing
Freshservice does not have a free version but does offer a free trial. Freshservice paid version starts at £15.00/month.
Starting Price:
£15.00/month
Free Version:
No
Free trial:
Yes
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Freshservice Reviews for UK Users
Feature rating
5 reviews of 594
View all reviews
Martin
- Industry: Banking
- Company size: 201–500 Employees
- Used Daily for 1+ year
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Review Source
4
Reviewed on 02/01/2025
Great Solution with great features!
Great support, great price point. We love being able to make support requests so simple to open and work on across the company.
Pros
Cost effective service desk tool loaded with great tools and features.
Cons
Some smaller interface issues. Also, could provide more granular control of custom graphs and data points for dashboards.
Alternatives Considered
NinjaOneReasons for Choosing Freshservice
Poor support and hard to use interface. Updates were a pain and searching for data was a nightmare.Switched From
KACE Systems Management ApplianceReasons for Switching to Freshservice
Better user interface, great price and top notch support. We also appreciate how easy to use the solution is.
Muhammad ShahRukh
- Industry: Hospital & Health Care
- Company size: 201–500 Employees
- Used Daily for 2+ years
-
Review Source
4
Reviewed on 05/07/2024
An Enterprise-grade IT Management System
Freshservice helps us drive intelligent decisions by letting us track data and streamline service management across teams using a unified platform for improved visibility and efficiency.
Pros
Freshservice is innovative and new features and improvements roll out frequently.
Most of the ITSM features are flexible and can be modified to meet the end users' needs.
Cons
Inbuild Reporting and Analytics are complicated and do not always yield the desired results
Reasons for Switching to Freshservice
Covers all aspects of ITSM in a budget-friendly way. Very easy to implement and use.
Colter
- Industry: Automotive
- Company size: 501–1,000 Employees
- Used Daily for 1+ year
-
Review Source
3
Reviewed on 09/12/2024
Fix Scheduled Workflows
There are some minor quirks about the platform, but it mostly does what it claims.
Pros
Ticket tracking and management is very good; I like the ability to merge tickets.
Cons
The scheduled workflows have been completely non-operational since we have begun using Freshservice.
Reasons for Switching to Freshservice
Freshservice was the cheapest option with the features that we needed in a ticketing system.
Jake
- Industry: Food Production
- Company size: 51–200 Employees
- Used Daily for 1-5 months
-
Review Source
4
Reviewed on 21/10/2024
Freshservice Rocks
Overall, Freshservice is an incredible tool that helps simplify a lot of tasks related to ITSM. It still needs a bit more in terms of features, which I know the developers are constantly working on, and then it would be a 10/10.
Pros
Very customizable, support was fantastic and the pricing is good. Development team is still actively pushing out new updates all the time
Cons
Still missing features that would be useful.
Reasons for Choosing Freshservice
Using an old version of EasyVista, we needed to upgrade and we made a comparison between a few products and decided upon Freshservice.Switched From
EV Service ManagerReasons for Switching to Freshservice
We found that the price and services fit the company better.
Eusoph
- Industry: Information Technology & Services
- Company size: 201–500 Employees
- Used Daily for 2+ years
-
Review Source
4
Reviewed on 17/08/2024
Fresh Service review
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.
