Freshservice Review: Pros, Cons & Pricing of the Customer Support Software

In Guides
December 12, 2016
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What is Freshservice?

Freshservice is a leading cloud-based customer support solution that helps businesses of all sizes to offer excellent customer service. The app offers plug and play ITIL that is compatible with best practices and 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 is cloud-hosted which means the app is fully automated and secure, and 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:

Main functionalities
95%
Collaboration features
94%
Customization
92%
Integration
91%
Ease of Use
94%
Help & Support
93%
Security
90%
Mobility
90%
Media Rating
93%
TOTAL SCORE
92%


Main Features

  • Advanced reporting and insights 
  • Agent collision detection
  • Automated ticketing and response system
  • 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
  • Self-service portal
  • Smart knowledge base suggestions
  • Social customer support
  • Ticket management system

List of Benefits

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As mentioned above, Freshservice is cloud-based which means it effectively runs on autopilot. Your agents can log in from any device, anywhere, and offer excellent IT service to your customers. The ticketing system is easily customizable with field templates. It also boasts features such as proactive alerts, service levels an escalations, and smart notifications.

Self-service portal

Freshservice offers a self-service portal that your customers can use to raise tickets, track status of older tickets, get alerts, ask for new services, and read knowledge base articles. The knowledge base suggests articles accurately when the customer is trying to write a ticket thus enabling them to resolve the issue on their own.

Service catalog

Freshservice’s service catalog is created to function like 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.

Mobile app

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. Read this Freshservice review for more details on mobile integration and other features.


Technical Specifications

Devices Supported

  • Windows
  • Linux
  • Mac
  • Web-based

Geographies Served

  • USA
  • UK
  • Canada
  • International
  • China
  • Germany
  • India
  • Japan

Pricing Model

  • Quote-based

Customer Types

  • Small Business
  • Medium Business
  • Large Enterprises

Deployment

  • Annual Subscription


Available Integrations

Native Integrations:

  • Amazon Web Services
  • Atlassian JIRA
  • Batchbook
  • Bomgar
  • Box
  • Campaign Monitor
  • Capsule
  • Constant Contact
  • Dropbox
  • Facebook
  • FetchFlow
  • FreshBooks
  • Gmail Gadgets
  • Google Analytics
  • Google Apps
  • Google Calendar
  • Google Contacts
  • Google Drive
  • Google Hangouts
  • Harvest
  • HelpOnClick
  • Highrise
  • iContact
  • Knowlarity
  • LogMeIn Rescue
  • MailChimp
  • Nimble
  • Olark
  • PivotalTracker
  • Salesforce
  • Screenr
  • Shopify
  • Snap Engage
  • Sugar CRM
  • SurveyMonkey
  • Twitter
  • WorkFlowMax
  • Zapier
  • Zoho CRM

Third party Integrations:

  • Magento
  • OneSky
  • Userlike
  • Woo Themes


Video


Available Support

  • Email
  • Phone Support
  • Live Support
  • Tickets
  • Training


Software Pricing

Freshservice offers four packages that are billed annually:

  • Sprout Plan – Free up to 3 agents and 100 free assets. Features include incident management, knowledge base, self-service portal, and 100 end users.
  • Blossom Plan – $29/agent/month, you can buy additional assets at 20 cents/asset/month. Features include CMDB, satisfaction surveys, time tracking, unlimited end users, and multiple helpdesk emails.
  • Garden Plan – $49/agent/month, buy additional assets at 20 cents/asset/month. You get all Blossom Plan features, plus problem management, change management, and custom roles.
  • Estate Plan – $79/agent/month, buy additional assets at 20 cents/asset/month. You get all Garden Plan features, plus integrated game mechanics, round robin assignment, custom SSL and trusted IP, and service catalog.
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