Freshservice Logo
Freshservice Logo
Freshworks

Freshservice

Composite Score
8.2 /10
CX Score
8.4 /10
Freshservice
8.2 /10

What is Freshservice?

Your service desk software is supposed to make supporting users easier, not harder. Since Freshservice is 100% on the cloud, there is nothing to install, maintain or babysit. Login from just about any device, anywhere, and deliver exceptional IT service to your users all day, every day.

Company Details


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Awards & Recognition

Freshservice won the following awards in the IT Service Management - Midmarket category

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Freshservice Ratings

Real user data aggregated to summarize the product performance and customer experience.
Download the entire Product Scorecard to access more information on Freshservice.

Product scores listed below represent current data. This may be different from data contained in reports and awards, which express data as of their publication date.

89 Likeliness to Recommend

1
Since last award

97 Plan to Renew

85 Satisfaction of Cost Relative to Value

2
Since last award


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Emotional Footprint Overview

Product scores listed below represent current data. This may be different from data contained in reports and awards, which express data as of their publication date.

+91 Net Emotional Footprint

The emotional sentiment held by end users of the software based on their experience with the vendor. Responses are captured on an eight-point scale.

How much do users love Freshservice?

1% Negative
6% Neutral
93% Positive

Pros

  • Trustworthy
  • Efficient Service
  • Saves Time
  • Fair

Feature Ratings

Average 82

Technician Administration

84

End User Support Solutions

84

End User Self Serve

84

Service Catalog

84

Multi Device Capability

84

Reporting

82

Multi-Site Functionality

82

Integrated Knowledge Management

81

Integration With IT Tools

80

Vendor Capability Ratings

Average 84

Ease of Implementation

88

Ease of IT Administration

87

Usability and Intuitiveness

86

Business Value Created

86

Breadth of Features

85

Ease of Customization

83

Product Strategy and Rate of Improvement

83

Quality of Features

82

Ease of Data Integration

82

Availability and Quality of Training

80

Vendor Support

78

Freshservice Reviews

Gerardo David D.

  • Role: Information Technology
  • Industry: Construction
  • Involvement: IT Leader or Manager
Validated Review
Verified Reviewer

Submitted Nov 2024

ITSM has never been this easy

Likeliness to Recommend

10 /10

What differentiates Freshservice from other similar products?

The GUI to get all features setup is so intuitive! Products like ServiceNow are more complicated to get into it

What is your favorite aspect of this product?

The new AI feature call Freddy and the integration with so many other platforms like Teams, Slack, AWS

What do you dislike most about this product?

3rd party vendors are kind of pain in the head

What recommendations would you give to someone considering this product?

No recommendations. Go for it

Pros

  • Helps Innovate
  • Continually Improving Product
  • Reliable
  • Performance Enhancing

Miguel N.

  • Role: Information Technology
  • Industry: Consulting
  • Involvement: Business Leader or Manager
Validated Review
Verified Reviewer

Submitted Mar 2024

Freshservice is Amazing, you will never go back

Likeliness to Recommend

10 /10

What differentiates Freshservice from other similar products?

Features just keep comming, great integrations and alot fo new features every quarter

What is your favorite aspect of this product?

Workspaces can be a good thing but they should be able to manage to activate workspaces with MSP's

What do you dislike most about this product?

Licencing can be a hassle, overal all features wortk great

What recommendations would you give to someone considering this product?

Baby steps just don¿t venture too far if you are not familiarized with ITSM tools

Pros

  • Helps Innovate
  • Continually Improving Product
  • Reliable
  • Performance Enhancing

Michelle H.

  • Role: Sales Marketing
  • Industry: Technology
  • Involvement: End User of Application
Validated Review
Verified Reviewer

Submitted Nov 2023

Use of computing and networking technologies

Likeliness to Recommend

10 /10

What differentiates Freshservice from other similar products?

It's an excellent resource for managing the company's IT assets and for providing timely, accurate support to employees and customers across the board. I like how straightforward it is and the convenience of use implied by its sound design and simple operations; it also features a very effective ticket manager, allowing us to track tickets in detail and correctly from start to finish.

What is your favorite aspect of this product?

In the age of information technology and the pursuit of better management in general, Freshservice has become a vital tool for my company. We are able to save a lot of time and money thanks to the streamlined process it facilitates for managing assets and incidents, which ultimately benefits the development and expansion of our company.

What do you dislike most about this product?

There isn't much information available to help train new users, and the software's filtering features are minimal.

What recommendations would you give to someone considering this product?

It's a win-win solution for any business that needs IT services; the tool is intuitive, simple, and packed with features that make the most of its users' information literacy. We felt obligated to fill this void because information technology (IT) is crucial to every company's expansion.

Pros

  • Helps Innovate
  • Reliable
  • Enables Productivity
  • Trustworthy

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