Freshservice Review: Pros, Cons, Features, and Pricing
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
- From $19/user/month (billed annually)
- 14-day free trial
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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
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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.
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You can manage tickets efficiently with its effective workflow automation and rule-based workflows to eliminate repetitive tasks.
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Customer support is responsive and helpful when you need assistance.
cons
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Onboarding can be a bit complex for new users.
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Some users feel the customization options are limited for their needs.
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Reporting features might not be as detailed as your team requires. Although built-in metrics/dashboards help cater to most needs.
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How We Test & Score Tools
We’ve spent years building, refining, and improving our software testing and scoring system. The rubric is designed to capture the nuances of software selection and what makes a tool effective, focusing on critical aspects of the decision-making process.
Below, you can see exactly how our testing and scoring works across seven criteria. It allows us to provide an unbiased evaluation of the software based on core functionality, standout features, ease of use, onboarding, customer support, integrations, customer reviews, and value for money.
Core Functionality (25% of final scoring)
The starting point of our evaluation is always the core functionality of the tool. Does it have the basic features and functions that a user would expect to see? Are any of those core features locked to higher-tiered pricing plans? At its core, we expect a tool to stand up against the baseline capabilities of its competitors.
Standout Features (25% of final scoring)
Next, we evaluate uncommon standout features that go above and beyond the core functionality typically found in tools of its kind. A high score reflects specialized or unique features that make the product faster, more efficient, or offer additional value to the user.
We also evaluate how easy it is to integrate with other tools typically found in the tech stack to expand the functionality and utility of the software. Tools offering plentiful native integrations, 3rd party connections, and API access to build custom integrations score best.
Ease of Use (10% of final scoring)
We consider how quick and easy it is to execute the tasks defined in the core functionality using the tool. High scoring software is well designed, intuitive to use, offers mobile apps, provides templates, and makes relatively complex tasks seem simple.
Onboarding (10% of final scoring)
We know how important rapid team adoption is for a new platform, so we evaluate how easy it is to learn and use a tool with minimal training. We evaluate how quickly a team member can get set up and start using the tool with no experience. High scoring solutions indicate little or no support is required.
Customer Support (10% of final scoring)
We review how quick and easy it is to get unstuck and find help by phone, live chat, or knowledge base. Tools and companies that provide real-time support score best, while chatbots score worst.
Customer Reviews (10% of final scoring)
Beyond our own testing and evaluation, we consider the net promoter score from current and past customers. We review their likelihood, given the option, to choose the tool again for the core functionality. A high scoring software reflects a high net promoter score from current or past customers.
Value for Money (10% of final scoring)
Lastly, in consideration of all the other criteria, we review the average price of entry level plans against the core features and consider the value of the other evaluation criteria. Software that delivers more, for less, will score higher.
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.
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.
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 Specs
- 2-Factor Authentication
- API
- Approval Workflows
- Audit Trail
- Batch Permissions & Access
- Calendar Management
- Compliance Tracking
- Contact Management
- Dashboards
- Database
- Design Templates
- Document Comparison
- Document Management
- Electronic Signature
- External Integrations
- File Sharing
- File Transfer
- History/Version Control
- Multi-User
- NDA Management
- Notifications
- Reports
- Scheduling
- Task Scheduling/Tracking
- Third-Party Plugins/Add-Ons
- Workflow Management