Freshservice is a cloud-based service desk and IT service management (ITSM) solution that helps businesses of all sizes to offer excellent employee & customer service. The app offers plug-and-play ITIL (Information Technology Infrastructure Library) that's compatible with best practices where you don’t need to pay for expensive expert opinions or consultations.
Freshservice’s features include a powerful ticketing system, CMDB, asset discovery, and accessible knowledge base. This app also offers advanced functionality such as release management, change management, problem management, incident management, and vendor management. Freshservice also has a gamification feature that makes tasks more fun and motivates your agents to be more competitive with rewards. In turn, this functionality drives productivity and better results. Its main features include ITSM, IT Service Desk, IT Asset Management, and IT Project Management.
Freshservice is cloud-hosted which means the app is fully automated and secure. Hence, you don’t need to worry about maintenance and upgrades. Plus, the vendor offers flexible pricing packages that are scalable for your company’s growth.
Product Quality Score
Ease of use
Value for money
Main features of Freshservice are:
Real-time project dashboard
Asset lifecycle management
Advanced reporting and insights
Agent collision detection
Automated ticketing and response
Built-in time tracking
Complete portal customization
Customizable ticket fields
Global customer support
Help desk gamification
Integrated community forums
Managed team inbox
Multiple products support
Multiple satisfaction survey
Multiple SLA policies and escalations
Smart knowledge base suggestions
Social customer support
Ticket management system
The main benefits of Freshservice are its intuitive and connected platform, self-service portal for customers, comprehensive service catalog, and accessibility using any device. Here are the details:
Intuitive, connected platform
Freshservice bridges the gap between different types of users – from novices to beginners. It has a modern, easy-to-use training that users can easily learn how to navigate around the system. Additionally, it is customizable to meet the needs of IT and non-IT teams. Its multichannel support streamlines how you manage issues raised from channels like self-service portal, in-person, email, phone and chat and automate tasks to save time.
Self-service portal for customers
One of the benefits we consistently note in our Freshservice reviews is that it offers a self-service portal that your customers can use to raise tickets, track the status of older tickets, get alerts, request for new services, and read knowledgebase articles. The knowledgebase suggests articles accurately when the customer is trying to write a ticket thus enabling them to resolve the issue on their own.
Comprehensive service catalog
Freshservice’s service catalog is created to function as a modern e-commerce portal. Your customers can easily use it to ask for new services. The service catalog is boosted by a robust and flexible backend that enables IT teams to easily add, remove, and edit service items.
Accessibility using any device
Freshservice’s mobile app enables your IT team to work even on the go. Team members can use the app to resolve issues speedily and boost customer happiness. Your customers can also use the mobile app to raise service requests and IT issues on the move. Because of these convenient facilities, the mobile app is being widely adopted by users. Scouring Freshservice reviews around the web reveals users appreciating getting their hands on information anywhere at any time using any device.
In our Freshservice reviews the software has been distinguished with our: - Great User Experience Award - Rising Star of 2019 Award
Customer Support Types
The following Freshservice integrations are currently offered by the vendor:
Amazon Web Services
Freshservice pricing is available in the following plans: