Freshservice Reviews

As an internal IT helpdesk and service management solution, Freshservice is equipped with a wide range of features to manage, automate, track, and enhance internal IT processes and optimize service delivery. The solution is designed to support employees’ tech issues with ITIL-aligned resources like incident, problem, change, and release management.

Incident management

All the hassle of managing incidents is taken away by the tickets tab, which clearly displays the open tickets and has filters like urgency, priority, and incident type. Resolved and unresolved tickets are shown in a precise breakdown, and you can add and remove columns to display as much information as you want about specific tickets. We especially enjoyed seeing the tickets in Kanban style, as dragging and dropping each one to its corresponding column gave us a clearer overall view.

When the incident leads to a deeper-level issue, it develops into a problem. From the problems tab, supervisors in charge can identify the details, such as the problem description, root cause, impact, and symptoms. From there, they are able to provide a solution or a workaround.

AI tools

Permanent solutions and workarounds can be pre-set to be used for other problems with the same root cause. For instance, adding a password management policy to the solutions tab is convenient for saving time and having a helpful article always at hand.

This is where Freshservice’s AI-powered tool, Freddy AI, shines. It auto-generates articles on any topic, saving management teams time spent researching, drafting, and reviewing an article independently. The tool works incredibly well, and we found it extremely useful for drafting help articles in no time without having to leave the platform.

Then, if the problem requires a change, such as a configuration modification, it’s easy to handle the review and approval process with change management. Finally, Freshservice also integrates the release management process, allowing customization through automation tools and providing a powerful workflow system.

Work management

Another aspect of Freshservice that caught our attention is that users can do almost everything related to their work management without leaving the platform. Tasks are shown in an organized way and can be filtered, along with projects and workload. There’s even a dedicated space where users can log and keep track of the company’s assets. It’s easy to categorize them into inventory, software, contracts, and purchase orders.

The icing on the cake is the reports, which show out-of-the-box metrics and give a 360-degree view of the account’s data. Creating reports showing business insights is effortless, and it’s possible to share them with the team or download them.

Additionally, integrating with Zapier allows users to connect Freshservice with thousands of other apps. This makes it even easier for businesses to keep everything in the same place and eliminates the hassle of switching between multiple platforms.

Setting up Freshservice is as straightforward as you can expect from this easy-to-use platform. Creating a free trial account requires a business email address and email verification. The process is quick, and we appreciated not having to provide credit card details to get started.

Once you’re in, you can create a new service to monitor the health of your business and technical solutions, and keep track of your operations. Doing so is quite simple – in the service tab, create a new service and input data like the service name, health status, description, and service type.

Creating an SEO optimization service, for instance, allows you to have an overview of the service and its relationship with other services. It’s also possible to set up associations, alert configurations, and activities. Moving forward, it’s just a matter of establishing your ticket lists, problems, changes, and everything else.

Once you’re in, you can create a new service to monitor the health of your business and technical solutions, and keep track of your operations. Doing so is quite simple – in the service tab, create a new service and input data like the service name, health status, description, and service type.

Creating an SEO optimization service, for instance, allows you to have an overview of the service and its relationship with other services. It’s also possible to set up associations, alert configurations, and activities. Moving forward, it’s just a matter of establishing your ticket lists, problems, changes, and everything else.

As expected, a platform brimming with features comes at a cost. Keeping things straightforward, Freshservice provides four plans billed monthly or annually, and all are charged per agent. The starter plan is the most affordable, costing $19 per agent per month, billed annually. It comes with all the basics, such as workspaces, incident and SLA management, workflow automation, orchestration, a knowledge base, and a self-service portal.

The next plan, Growth, adds valuable resources such as asset management and employee onboarding. However, all the bells and whistles of problem, change, release, and project management only come with Pro, which is aimed at large organizations.

Finally, there’s a subscription dedicated to service management solutions for enterprises. The best part is that there’s a 14-day free trial, which allows anyone to thoroughly test the platform and even request a demo, including a 20-minute chat with a solutions specialist.

Unfortunately, the outstanding Freddy AI only comes as an add-on for Pro and Enterprise users and costs $35 per agent per month, billed monthly. As usual, the annual plans are the best deals, as they work out as up to 35% less than monthly billing.

Payment methods accepted are Visa, Mastercard, Discover, American Express, and Paypal. Checks and online transfers in USD, EUR, and GBP currencies are also accepted for annual contracts. Additionally, it’s important to keep in mind that there isn’t a refund policy, so if you decide to cancel your subscription and the company isn’t at fault, you won’t get your money back.

Bearing in mind that Freshservice is all about resolving problems, it’s no surprise it delivers superb customer service. For starters, the support home provides comprehensive assistance in the form of training guides, video library, FAQs, and knowledge base solutions.

Additionally, there’s phone support and live chat. When we reached out via live chat during business hours, we got an answer in no time. We especially liked that a ‘quick help’ button in the dashboard provides instant access to the help center, chat, phone support numbers, and a neat page with all the product updates.

Regarding social media presence, although the parent company Freshworks is active on X, Facebook, YouTube, and LinkedIn, it doesn’t provide support via these channels.

With a starting price of $19 per agent per month and a 14-day free trial, Freshservice offers flexible plans and significant discounts of up to 35% with annual billing. However, like any product, there are a few downsides. The key AI feature comes at an additional cost and there are no refunds. Even so, Freshservice’s excellent customer support and ease of use make it a compelling choice for growing companies.