Freshservice-Bewertung: Vorteile, Nachteile, Funktionen und Preise

Freshservice überzeugt mit einer hervorragenden Benutzererfahrung und modernen ITSM-Lösungen wie Incident- und Änderungsmanagement, Serviceanfragen, Workflow-Automatisierung und Helpdesk-Support.

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By Tim Fisher

Wir bewerten Tools unabhängig; Provisionen helfen, unsere Tests zu finanzieren. Siehe unsere Transparenzrichtlinie und unsere Methodik.

Freshservice is help desk software built for IT teams that need to manage internal service requests, incidents, and assets in one place. I'd consider it if you want a purpose-built IT service management tool that's faster to configure than ServiceNow, without sacrificing the ticketing structure and asset management IT teams actually need.

Freshservice by Freshworks Evaluation Summary

Provides online IT ticketing, support workflows, and automation.
Customer rating

4.6/5

Pricing
  • From $19/agent/month (billed annually)
  • Free trial + free demo available

Freshservice by Freshworks Overview

From my perspective, Freshservice is a solid choice for teams looking for a reliable internal ITSM solution. It offers a user-friendly interface and effective ticket management, making it suitable for IT departments and educational settings. I think it excels in usability and customer support, but it can be pricey, which might not be ideal for SMBs. Compared to others, Freshservice's standout features and integration options could benefit larger teams needing robust solutions across IT operations and IT management. It’s a good fit for those who value intuitive design and responsive support. Freshservice positions itself as a unified ITSM solution with IT operations and IT assets management, but consider your budget and feature needs before committing.

Pros

  • The interface is intuitive and easy for your team to navigate, with clean dashboards and a modern user interface that provides a view of requests and services in real-time.
  • You can manage tickets efficiently with its effective workflow automation and rule-based workflows to eliminate repetitive tasks.
  • Customer support is responsive and helpful when you need assistance.

Cons

  • Onboarding can be a bit complex for new users.
  • Some users feel the customization options are limited for their needs.
  • Reporting features might not be as detailed as your team requires. Although built-in metrics/dashboards help cater to most needs.

Is Freshservice by Freshworks Right For Your Needs?

Who Would be a Good Fit for Freshservice by Freshworks?

Freshservice is great for IT departments and educational institutions that need efficient ticket management and automation. If your team values intuitive interfaces and responsive support, Freshservice can help you streamline operations as an ITSM tool aligned to ITIL practices such as incident management, change management, service requests, knowledge base, and SLA management. 

Its mobile app supports agents and end users on the go for approvals, ticket actions, and asset tracking/asset management tasks. Educational institutions can use a self-service portal and service catalogue templates to reduce ticket volumes.

  • IT Departments
    Freshservice's automation and ticketing system, with configurable SLA policies, access controls, and a robust service catalog, makes managing IT requests a breeze.
  • Educational Institutions
    Its user-friendly interface and support features help you handle student and staff inquiries efficiently, and knowledge base articles and request templates speed resolution.
  • Startups
    With its straightforward setup and automation, Freshservice can help your growing team manage internal requests, and you can scale into modules like CMDB and asset management as needs expand.
  • Retail
    If you need to address store/employee issues quickly, notifications and real-time updates through Slack/Microsoft Teams help keep the teams aligned.
  • Healthcare
    Your team can use standardized service requests, audit logs, and access controls to support sensitive processes while centralizing IT intake and approvals.
  • Nonprofits
    Freshservice can assist your organization in managing staff and volunteer IT requests through a self-service portal, request templates, and basic orchestration rules.

Who Would be a Bad Fit for Freshservice by Freshworks?

Freshservice might not be ideal for small businesses with tight budgets, as its pricing can be on the steeper side, especially if you require advanced features like Freddy AI. If your team needs extensive customization, especially across legacy tools, you may need to rely on the API/integrations marketplace or external project management/CRM systems. Enterprises that require in-depth reporting and analytics might also find it lacking compared to other solutions.

  • Small Startups
    Costs can be prohibitive if your startup is operating on a limited budget (weigh Starter vs required modules like CMDB/ITAM).
  • Large Enterprises
    If your business needs highly customized legacy orchestration or niche compliance analytics, you may need external tooling despite strong ITSM coverage.
  • Highly Customized Workflows
    Teams that require extensive customization across every module might find native options limiting without leveraging API/integrations.
  • Freelancers
    Freelancers might find the scope and cost of Freshservice unnecessary for their individual needs.
  • Manufacturing
    If you require complex supply chain project management, you’ll still need a specialized tool, and Freshservice might not fit well.
  • Finance Sector
    For financial institutions needing advanced security features, Freshservice might not provide the specific capabilities you're looking for.

Wie wir Tools testen & bewerten

Wir haben jahrelang unser System zur Softwarebewertung entwickelt, verfeinert und verbessert. Unser Bewertungsraster ist darauf ausgelegt, die Nuancen der Softwareauswahl und Merkmale eines effektiven Tools abzubilden, wobei der Fokus auf den entscheidenden Aspekten des Entscheidungsprozesses liegt. Nachfolgend sehen Sie, wie unser Test- und Bewertungssystem anhand von sieben Kriterien funktioniert. Es ermöglicht uns, eine unabhängige Bewertung der Software basierend auf Kernfunktionen, besonderen Merkmalen, Benutzerfreundlichkeit, Onboarding, Kundensupport, Integrationen, Kundenbewertungen und Preis-Leistungs-Verhältnis zu geben.

Kernfunktionen (25% der Gesamtnote)

Der Ausgangspunkt unserer Bewertung ist immer die grundlegende Funktionalität eines Tools. Verfügt es über die Basisfunktionen, die ein Benutzer erwarten würde? Sind einige dieser Kernfunktionen nur in teureren Preisplänen verfügbar? Im Kern erwarten wir, dass ein Tool mit den Grundfunktionen seiner Konkurrenten mithalten kann.

Besondere Merkmale (25% der Gesamtnote)

Anschließend bewerten wir außergewöhnliche Funktionen, die über die üblichen Kernfunktionen hinausgehen. Eine hohe Punktzahl spiegelt spezialisierte oder einzigartige Features wider, die das Produkt schneller, effizienter oder für den Endnutzer besonders wertvoll machen. Wir prüfen außerdem, wie einfach es ist, das Tool mit anderen typischerweise verwendeten Programmen zu integrieren, um die Funktionalität und den Nutzen zu erweitern. Tools mit vielen nativen Integrationen, Verbindungen zu Drittanbietern und API-Zugang für eigene Integrationen erhalten die besten Bewertungen.

Benutzerfreundlichkeit (10% der Gesamtnote)

Wir berücksichtigen, wie schnell und einfach sich Aufgaben ausführen lassen, die zur Kernfunktionalität gehören. Software mit hoher Punktzahl ist gut gestaltet, intuitiv zu bedienen, bietet mobile Apps, stellt Vorlagen bereit und erleichtert auch relativ komplexe Aufgaben erheblich.

Onboarding (10% der Gesamtnote)

Wir wissen, wie wichtig eine schnelle Team-Akzeptanz einer neuen Plattform ist. Deshalb bewerten wir, wie leicht sich ein Tool mit minimalem Training erlernen und benutzen lässt. Wir prüfen, wie schnell ein Teammitglied ohne Vorkenntnisse eingerichtet ist und das Tool nutzen kann. Lösungen mit hoher Bewertung erfordern wenig oder keine Unterstützung.

Kundensupport (10% der Gesamtnote)

Wir beurteilen, wie schnell und einfach man telefonisch, per Live-Chat oder Wissensdatenbank Unterstützung erhält. Tools und Anbieter mit echtem Echtzeit-Support bekommen die besten Bewertungen, während Chatbots am schlechtesten abschneiden.

Kundenbewertungen (10% der Gesamtnote)

Neben unseren eigenen Tests berücksichtigen wir den Net Promoter Score von aktuellen und ehemaligen Nutzern. Wir prüfen, ob sie sich wieder für das Tool entscheiden würden. Software mit hoher Bewertung weist auch einen hohen Net Promoter Score auf.

Preis-Leistungs-Verhältnis (10% der Gesamtnote)

Schließlich bewerten wir unter Berücksichtigung aller anderen Kriterien den durchschnittlichen Preis der Einstiegspläne in Bezug auf die Kernfunktionen und vergleichen den Nutzen der anderen Bewertungskriterien. Software, die mehr für weniger bietet, erhält eine höhere Bewertung.

Core Features

Ticket Management: Freshservice allows you to organize and track internal inquiries efficiently. Your team can easily prioritize tickets, set SLA policies, and manage the full life cycle from intake to resolution.

Automation: Automate repetitive tasks and streamline your workflow with drag-and-drop builders—spanning approvals, service requests, and updates across teams.

Knowledge Base: Create a repository of solutions and FAQs for your teams so end users can self-serve.

Self-Service Portal: Empower your employees to solve issues on their own with a user-friendly portal linked to the service catalog and intake templates

Service Catalog: Offer a structured list of services for easy access, and requests can trigger orchestration and workflow automation across apps.

Reporting and Analytics: Built-in dashboards provide real-time performance metrics for agents and managers.

Freshservice by Freshworks screenshot
Enables easy tracking, prioritization, and resolution of IT support tickets.

Ease of Use

Freshservice shines in usability with its intuitive interface and straightforward navigation. Your team can quickly learn the system, reducing training time. Its clean layout and organized features make it easy to manage tickets and automate tasks efficiently. Compared to other solutions, Freshservice offers a smoother experience, with users frequently praising its simplicity. Even non-technical staff can navigate the workspace and modules with minimal training.

Freshservice by Freshworks screenshot
Offers an intuitive interface that simplifies IT service management tasks.

Integrations

Freshservice integrates with Microsoft Teams, Slack, Jira, SecPod, TeamViewer, Dropbox, Google Workspace, ServiceNow, Azure AD, and Trello. Freshservice also offers an API and connects with third-party SaaS apps and CRM tools for custom integrations.

Freshservice by Freshworks screenshot
Connects easily with IT, HR, and business apps to streamline workflows.

Freshservice by Freshworks Specs

  • 2-Factor Authentication: Yes
  • API: Yes
  • Approval Workflows: Yes
  • Audit Trail: Yes
  • Batch Permissions & Access: Yes
  • Calendar Management: Yes
  • Compliance Tracking: Yes
  • Contact Management: Yes
  • Dashboards: Yes
  • Database: Yes
  • Design Templates: No
  • Document Comparison: No
  • Document Management: Yes
  • Electronic Signature: Yes
  • External Integrations: Yes
  • File Sharing: Yes
  • File Transfer: Yes
  • History/Version Control: Yes
  • Multi-User: Yes
  • NDA Management: No
  • Notifications: Yes
  • Reports: Yes
  • Scheduling: Yes
  • Task Scheduling/Tracking: Yes
  • Third-Party Plugins/Add-Ons: Yes
  • Workflow Management: Yes

Freshservice by Freshworks FAQs