Freshservice Review: The All-In-One ITSM Solution You Need

Are you looking for a powerful yet easy-to-use IT service management (ITSM) software? Look no further than Freshservice. It is an all-in-one solution that provides all the tools you need to simplify, automate, and optimize your operations. It offers a wide range of features such as incident management, asset management, service catalogs, and more. With this solution, you can ensure your systems are running smoothly and efficiently while minimizing the risk of costly downtime. Plus, the software is user-friendly and comes with a modern, intuitive user interface. What’s more, the helpful customer support team is always there to help. Whether you’re a small company or a large enterprise, it is the perfect solution for your needs.
8/10 (Expert Score)
Product is rated as #1 in category IT Service Management (ITSM) Software Reviews

Freshservice is an all-in-one IT service management (ITSM) solution that is designed to help businesses streamline their processes and increase efficiency. With powerful features like automated workflows, asset management, knowledge base, and more, option offers a comprehensive suite of solutions to meet the needs of any organization. In this review, we’ll take a look at the features and benefits of the platform, as well as customer opinions and feedback.

What is IT Service Management Software?

What is this solution for?

IT Service Management (ITSM) software refers to a set of tools that are designed to help organizations effectively manage their operations. Such a solution plays a crucial role in streamlining and optimizing processes within an organization. Solution enables companies to automate workflows, ensuring that tasks are assigned, tracked, and resolved promptly. This not only saves time but also reduces the risk of errors and improves overall productivity.

Additionally, ITSM software often includes portals that empower end-users to find solutions to their issues on their own. This reduces the dependency on teams and enables faster issue resolution. With a knowledge base and service catalogs, users can access information and requests at their convenience, further enhancing the user experience.

Furthermore, solution provides organizations with the ability to track and manage their assets effectively. This includes keeping an inventory of hardware and software assets, tracking their lifecycles, and working on software licenses. Having a comprehensive view of assets helps businesses make informed decisions and ensure optimal utilization of resources.

Solution provides a centralized platform for assets, automating workflows, and improving efficiency. With self-service portal and knowledge base, tool empowers end-users to troubleshoot common issues on their own. It is a powerful tool for organizations to ensure their systems are running smoothly and efficiently, ultimately leading to better productivity and customer satisfaction.

Look at other software reviews from this category: IT Service Management (ITSM) Software Reviews.

What is Freshservice?

Software overview

Freshservice is a comprehensive ITSM solution that aims to revolutionize how businesses manage their services. Solution is a cloud-based platform that offers a wide range of features and functionalities to streamline processes and improve efficiency. 

freshservice review opinions itsm

At its core, the tool is designed to provide organizations with a centralized platform to handle all aspects. This includes requests, incidents, changes, and assets. With such a solution, businesses can automate workflows, ensuring that tasks are assigned and resolved promptly. This not only saves time but also reduces the risk of errors and improves overall productivity.

One of the standout features of Freshservice is its self-service portal, which allows end-users to log in and access a wide range of knowledge articles. This empowers users to troubleshoot common issues on their own, reducing the dependency on teams and enabling faster issue resolution.

Customer opinions have been overwhelmingly positive. Users appreciate the user-friendly interface, which makes it easy to navigate and use the platform. The ease of implementation has also been praised, with many users reporting a smooth transition. Furthermore, users have highlighted the robust feature set, citing asset, knowledge base, and automated workflows as particular strengths.

Overall, Freshservice is a leading ITSM software that offers organizations a comprehensive suite of solutions to streamline their processes. User-friendly interface, powerful features, and positive user opinions make this option a top choice for companies looking to enhance their operations. Whether it’s automating workflows, managing assets, or providing a seamless customer experience, tool has you covered.

This software is a product from Freshworks.

Freshservice review and opinions

What do we think?

When it comes to Freshservice, users have a lot to say. The opinions and reviews of this IT service management software are overwhelmingly positive. Users love how user-friendly the interface is, making it easy to navigate and use the platform. This is especially important, as employees of all skill levels need to be able to access and utilize the software effectively. 

Another aspect that users appreciate is its ease of implementation. Many users report a smooth transition to this solution, with minimal disruptions to their current processes. This is crucial for businesses that are looking to streamline their operations and improve efficiency without causing any major disruptions to their day-to-day activities. 

The robust feature set of Freshservice is also frequently mentioned in user reviews. Users rave about the asset management capabilities, the extensive knowledge base, and the automated workflows. These features make it easier for teams to manage and track assets, while also ensuring that tasks are assigned and resolved promptly.

If you’re looking to streamline your operations, improve service delivery, and ensure customer satisfaction, Freshservice is definitely worth considering.

freshservice features pros cons

Freshservice pros and cons

Is this ITSM worth it?

Freshservice has received overwhelmingly positive reviews from users, who praise the software for its user-friendly interface, ease of implementation, and robust feature set. However, like any software, this one also does have its pros and cons.

One of the standout pros of the tool is the user-friendly interface. Users appreciate how easy it is to navigate and use the platform, even for employees with limited technical skills. This is essential, as it needs to be accessible to all users within an organization.

Another major pro of Freshservice is its ease of implementation. Many users report a smooth transition to the solution, with minimal disruptions to their current processes. This is crucial for businesses looking to streamline their operations and improve efficiency without causing major disruptions to their day-to-day activities.

Solution also offers a robust feature set, which users frequently mention in their reviews. The asset management capabilities, extensive knowledge base, and automated workflows are particularly praised. These features make it easier for teams to manage and track assets, while also ensuring that tasks are assigned and resolved promptly.

However, Freshservice does have a few cons that users have mentioned. Some users have experienced occasional technical glitches or slow response times, which can be frustrating when trying to resolve issues promptly. Additionally, a few users have mentioned that the reporting and analytics features could be more advanced and customizable.

If you’re looking to streamline your operations, improve service delivery, and ensure customer satisfaction, it is definitely worth considering.

Freshservice pricing

Plans and options

Freshservice offers a range of pricing plans to suit the needs and budgets of different organizations. Let’s take a closer look at the pricing options available and the features included in each plan.

freshservice price plans pricing free trial

The Starter pricing plan is perfect for small businesses and teams. Priced at $19 per agent per month when billed annually (or $29 when billed monthly), this plan offers essential features to get you started.

For growing organizations, the Growth pricing plan is a great option. Priced at $49 per agent per month when billed annually (or $59 when billed monthly), this plan includes all the features from the Starter plan and adds advanced functionalities. With the Growth plan, you get change management, problem analysis, and more. This plan is ideal for businesses looking to scale their operations while maintaining control and efficiency.

The Pro pricing plan is designed for organizations that require additional capabilities and scalability. Priced at $95 per agent per month when billed annually (or $115 when billed monthly), this plan offers all the features from the Growth plan and introduces automation and customization options. With the Pro plan, you get workflow automation, custom roles and permissions, service level agreement (SLA) management, and more. This plan is suitable for businesses that need advanced automation and customization to meet their unique IT service management requirements.

Finally, the Enterprise pricing plan is tailored for large enterprises with complex IT service management needs. Priced at $119 per agent per month when billed annually (or $145 when billed monthly). The Enterprise plan offers all the features from the Pro plan and provides additional functionalities like advanced reporting and analytics, multiple custom portals, and enhanced security options. This plan is perfect for organizations that require extensive customization, analytics, and security features.

Overall, Freshservice offers pricing plans that cater to the needs of different organizations, from small businesses to large enterprises. Whether you’re just starting or looking to scale your IT service management operations, solution has a plan that fits your requirements and budget. With its range of features and flexible pricing options, it is a top choice for organizations looking to streamline their processes and enhance their overall efficiency.

Freshservice alternatives and competitors

What instead?

Freshservice has established itself as a leading ITSM solution, but it’s always good to explore the competition and consider alternatives. While it offers a comprehensive suite of features, there are a few other players in the market that may be worth considering based on your organization’s specific needs and preferences.

One notable competitor is ServiceNow. It is a well-known and highly regarded solution that offers a wide range of features and functionalities. Product provides robust capabilities for incidents, problems, changes, and assets. Solution also offers advanced reporting and analytics features, making it a strong choice for organizations that prioritize data-driven insights.

Deskpro is another notable competitor to Freshservice. Deskpro focuses on providing exceptional customer support, with features like ticket management, knowledge base, and live chat. It offers a simple and intuitive user interface, making it easy for both teams and end-users to navigate. Deskpro also provides customization options, allowing organizations to tailor the software to their specific needs.

SmartSuite is an emerging player. It offers a comprehensive set of features, including incident management, asset management, and service catalog. SmartSuite focuses on simplicity and ease of use, with a clean and intuitive interface. It also offers affordable pricing plans, making it an attractive option for small and medium-sized businesses.

Ultimately, the choice of ITSM software depends on your organization’s specific needs and preferences. It’s important to evaluate each option based on factors such as functionality, scalability, pricing, and user experience. Reading Freshservice opinions and reviews, as well as comparing them with feedback for competitors, can help you make an informed decision. It’s worth taking the time to research and demo multiple options to ensure you choose the right option for your organization.

Check also other Freshworks Products.

Freshservice free version

Check the trial

Ready to experience the power of Freshservice for yourself? Try Freshservice for free with their no-risk, no-obligation free trial. That’s right, you can explore all the features and functionalities without even entering your credit card information. This gives you the opportunity to see firsthand why it has received such rave reviews and opinions from users.

Start your trial here: Freshservice Main Page.

During the free trial, you’ll have access to all the tools and capabilities that make this solution a top choice for IT service management. From incident management to asset management, you’ll be able to see how it can streamline your operations and improve efficiency. And don’t forget about the user-friendly interface and ease of implementation that users have praised in their reviews.

Not only can you experience all the features and functionalities, but you’ll also have the opportunity to test the efficiency and effectiveness. With features like virtual agents and AI bots, Freshservice boasts a 60% faster ticket resolution and a 59% deflection in tickets. That means you’ll be able to provide faster and more efficient support to your end-users, leading to improved customer satisfaction.

But it doesn’t stop there. Solution also offers a quick payback period, with many organizations seeing a return on their investment in less than three months. This makes solution not only a powerful IT service management solution but also a cost-effective one.

So why wait? Sign up for the Freshservice free trial today and see for yourself why so many businesses trust the tool for their IT service management needs. You have nothing to lose and everything to gain. Try it today and experience the difference for yourself.

Final thoughts – opinion

Verdict

8Expert Score
Great.

We love this ITSM and how well it works.

Funcionality
8.5
Integrations
9
Price
7
Usability
7.5

After exploring the features, benefits, and user opinions of Freshservice, it’s clear that this ITSM software is a top choice for businesses looking to enhance their IT service management processes. The overwhelmingly positive opinions and reviews highlight the software’s user-friendly interface, ease of implementation, and robust feature set. Users appreciate how easy it is to navigate and use the platform, making it accessible to employees of all skill levels. The seamless transition and minimal disruptions to current processes also stand out as major advantages.

The robust features, including assets, knowledge base, and automated workflows, has received high praise from users. These features streamline operations, track assets efficiently, and provide a seamless customer experience. Tool has also been commended for its value for money, offering competitive rates compared to other options on the market.

Competitors like ServiceNow and Jira offer their unique features and functionalities that may better align with your requirements. It’s worth taking the time to evaluate each option, read opinions and reviews, and demo multiple software to ensure you make an informed decision.

If you’re interested in trying out this solution for yourself, take advantage of their free trial. This risk-free opportunity allows you to explore all the features and functionalities firsthand, test its user-friendliness and ease of implementation, and gather feedback from your team members and end-users. Many organizations have found the free trial to be a valuable step in their decision-making process, and you can see if Freshservice is the right fit for your organization.

In conclusion, the tool is a powerful and reliable IT service management software that delivers on its promises. User-friendly interface, ease of implementation, and robust feature set make it an invaluable tool for businesses of all sizes. Whether you’re looking to streamline your operations, improve service delivery, or ensure customer satisfaction, it is definitely worth considering.

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