Freshservice Reviews

Are you seeking a user-friendly and uncomplicated IT desk solution? Then Freshservice, a plug-and-play ITIL service designed by Freshworks, is your service. Businesses may use the platform to upgrade their IT and other activities without the added complexity or cost. Freshservice also includes everything a team requires to handle proactive IT services. This package includes improved impact analysis, configuration management, ticketing and asset management, powerful incident management capabilities, and much more. So, let’s look into the detailed review of Freshservice.

Suppose you’re seeking an IT management solution. In that case, Freshservice provides a product with a “fresh twist” in the form of a top-notch user experience on top of solid features and capabilities. Capacity monitoring, compliance management, event logs, hardware inventory, IT budgeting, license management, patch management, remote access, scheduling, software inventory, and user activity monitoring are just a few of the available capabilities.

This is for a robust ticketing and asset management capability that includes auto-discovery of new resources, configuration management, impact analysis, and other management features such as incident, issue, change, release, and knowledge management. Because IT management software aims to make the IT staff’s supporting users easier, Freshservice provides a wholly cloud-based service desk solution, eliminating the need for on-site software installation, maintenance, or upgrades.

Freshservice: IT Helpdesk Software

Freshservice is a robust IT and ticketing system built as a plug-and-play widget for various ITIL departments across various businesses. Alternatively, you may consider it a multi-channel universal service desk that automates issue management using various advanced technologies. Furthermore, it is one of the few systems focusing on identifying and preventing harm rather than dealing with a problem after it has progressed too far, interfering with your daily activities and chores.

What Does ITIL Mean?

What are the key differentiators of using Freshservice?

How would Freshservice help you enhance your service quality? The incident management module is the system’s main component. It was designed so that no client inquiries slip through the gaps. With service available through several channels, you can automate all monotonous and normal chores and let your staff cooperate to discover the best solution for each inquiry.

Furthermore, the platform will do an outstanding job assessing and resolving problems before they impact your company’s productivity. It links unexpected incidents to common problems, assesses the root cause, recommends valuable workarounds, and keeps all problems documented in a known error database until you have resolved them.

Another competitive advantage of this easy-to-use system is the ability to track, plan, and reverse changes, which are known to cause at least 80% of all IT problems. With Freshservice in your toolset, you’ll have modifications and resources carefully tracked. As a result, you can assess the risks and potential consequences for each of them. That’s how you can create a rollback strategy for unplanned modifications and request CAB approval from the same platform.

Freshservice is ultimately cloud-based. That means it requires no maintenance and is automatic while keeping your data safe. Furthermore, its variable price options are adaptable to the demands and growth of its clients, with a free plan available for teams of at least three people.

Who can benefit from Freshservice?

Freshservice has strived to provide a product that is generally seen as unnecessarily difficult with more depth and flair. A company’s online IT service desk software offers IT administrators all the functionality to manage internal operations, such as release management, change, problem, incident, and asset management.

The platform’s biggest feature is making IT admins’ jobs easier by incorporating smart recommendation capabilities in its knowledge base articles when users submit problems. This allows users to address problems independently, reducing the burden on an overburdened IT administrator.

Automation and prefabricated replies also assist in speeding up the response time, especially for those tickets that do go through.

Details of Freshservice Features

Freshservice’s mission is to build a solid connection between enterprises looking to save money and customers unwilling to sacrifice their service level. Although the presence of such a link may sound unduly romantic, this support automation software has been doing exactly that for many years.

As a result, various unique features may be readily linked to utilizing Freshservice, especially for businesses transitioning from a typical roll-call support product. Let’s look at what Freshservice has to offer.

Freddy AI – New Feature

Freddy AI, developed by Freshworks, is a suite of AI-powered tools designed to enhance productivity and efficiency across various business functions. Here are the key features and benefits of Freddy AI:

Freddy AI is not just for large enterprises. It’s designed to be user-friendly, making advanced AI capabilities accessible to businesses of all sizes. This ease of use helps companies streamline operations, reduce busy work, and deliver better customer and employee experiences.

Reporting

For IT support management to be effective, performance must be evaluated and reported against SLA standards. Although an agent may use their dashboards to see where their existing clients are, every IT support performance can be supplied through help desk analytics.

Aside from that, a chatbot may generate bespoke reports. Isn’t that incredible?

Larger Reporting Canvas

The Larger Reporting Canvas is designed to improve the user experience by providing more space for detailed analytics and reducing the complexity of navigating through multiple report pages.

Status Page Enhancements – New feature

The “Status Page Enhancements” feature in Freshservice includes several significant updates designed to improve the user experience and provide more detailed and proactive communication about service statuses. Here are the key elements of this feature:

These enhancements aim to improve businesses’ communication with customers and stakeholders about the status of their services, thereby improving transparency and reliability.

Freshservice can also assist you in locating your organization’s IT assets. It can also scan for new hardware and software and schedule scans using the Discovery probe to update your asset details. The best thing is that you can track the location of your IT assets and their users, IP addresses, versions, and more. You may also use the tool to track the components used in a setup, such as software, services, and hardware.

The tool allows you to track all your assets in one place, from when they were acquired to when they were sold. You may also observe when procurement, depreciation, maintenance, and asset disposal occurred.

Improved Audit Logs – New 

The “Improved Audit Logs” feature in Freshservice offers better tracking capabilities, allowing administrators and users to have better visibility and control over various activities within the platform. Here are some key aspects of this feature:

Extended Logging Scenarios – the improved audit logs now cover additional scenarios, such as:

The improvements in audit logs are designed to provide more granular and comprehensive tracking of changes within the Freshservice platform, enhancing overall transparency and accountability. For more detailed information, you can refer to the Freshworks community release notes here.

You may also use Freshservice to start a new service desk or project. With many modifications, assets, or tickets linked with such projects, you may specify priorities and manage & monitor them from start to finish. Projects may be divided into tasks and subtasks allocated to collaborators and individual owners. You can see who is working on a project and only allow a certain job to be completed when the subtasks have been completed. You may also have a project conversation or post comments so everyone knows what is happening.

Furthermore, you can maintain track of assets, issues, and any changes related to the project in a single service desk system. You may also use connected modules to improve project planning. Finally, remember that you may manage all dependencies and relationships from a single pane.

Freshservice may help you streamline and combine your IT services. You may achieve this by utilizing ITIL-compliant service management software. Also, you can utilize intelligent automation to manage and prioritize your tickets. Are there any problems? You don’t have to be concerned. However, by pinpointing the problem and tying it to a previous occurrence, you may reduce it and improve your remedial actions. You may also do a root cause analysis using your visual event timelines.

How many tools allow you to serve a customer while also billing for the service from the same system? Freshservice makes this feasible while using a simple invoicing and billing framework. As a result, it eliminates the hassle of transferring data to a new system and the expenditures of acquiring one in the first place.

Alternatively, you may track the time spent on an issue, quickly total the figures, and send a customized bill without opening your email account. Isn’t it incredible?

Your IT staff will like the simple agent dashboard, which displays new and overdue assistance tickets that must be handled. Furthermore, including customer satisfaction measurements and gamification tools to boost agent performance would motivate everyone to maintain a high level of quality in their job.

Thanks to asset management tools, including automated device detection, device lifecycle management, and contract management, IT administrators will have more time to focus on broader IT challenges.

The analytics dashboard also shows overall IT department performance and breaks down events by kind, department, average time to resolve, and other factors. Freshservice is also intended for usage by the rest of your team. The company’s self-service site allows users to generate help tickets, check the status of previous issues, receive notifications, and study knowledge-based articles.

While users are creating tickets, the knowledge base can recommend items to read to assist them in resolving difficulties.

One of Freshservice’s benefits is its in-depth connection types, which allow you to tailor the admin page to adapt to unique procedures. A relationship type specifies how users are associated with assets, such as when user A is allocated laptop B or how assets are associated with users. 

There are 23 relationship kinds, but you may also design your own. By configuring user-asset relationships from practically any perspective, you can automate processes with diverse dependencies. For example, you can create CIs and workflows for distinct teams.

You may save premade responses for FAQs in the helpdesk so that tech support can focus on more serious concerns. The tool may also set up cases for the agent, who is given a chronological list of incidences to help him focus on the tickets and handle them swiftly. Similarly, you can use the “arcade settings” to gamify the helpdesk and incentivize agents by rewarding them with leaderboard points.

Freshservice’s service catalog was designed to work as a modern e-commerce platform. Customers may request new services using it. In addition, a strong and versatile backend supports the service catalog, allowing IT teams to add, remove, and change service items quickly.

Your IT staff can work on the go using Freshservice’s mobile app. Team members can quickly use the app to handle issues and increase customer satisfaction. Customers can also use the app to submit service requests and report IT concerns while on the go. According to Freshservice evaluations, consumers commonly use the mobile app because of its easy features. In addition, users like accessing information from anywhere at any time using any device.

Freshworks specializes in customer care software, so there’ll be lots of assistance and information easily available. Customer service is available through email 24 hours a day, seven days a week, but not via phone.

Freshservice offers onboarding and agent manuals, community forums, training videos, webinars, and a vast knowledge base. Freshservice’s customer support solutions include an onboarding guide, community forums, videos, an agent guide, and a knowledge base. The platform offers various customer assistance options, including phone and email help. In addition, Freshworks Academy provides additional training and certification opportunities. Other courses cover more broad subjects and more Freshworks products.

Each training course’s projected completion time is specified, making organizing training and professional growth simple.

Integrations of Freshservice

Slack, MS Teams, Zoom, Jira, G Suite, Rescue, FreshBooks, Harvest, SurveyMonkey, Zapier, Dropbox, Bomgar, Box, Amazon web services, PagerDuty, CloudWatch, and QuickBooks are just a few of the third-party applications that Freshdesk connects with.

Freshservice has plug-ins for over 30 significant Software-as-a-Service (SaaS) companies, including MuleSoft, Zapier, and Microsoft Flow, which link to hundreds of other apps. Google Calendar, Slack, Salesforce’s many products, and Microsoft Office 365 are only the tip of the iceberg.

This is significant because, while a helpdesk system may exist and function in isolation, doing so is typically a mistake. Many segments of the organization value support agents’ interactions with customers or employees and the information gathered from those conversations. In sales, marketing, and even finance, this is especially true. As a result, being able to transmit data between your helpdesk system and your CRM or business intelligence (BI) engine is a huge bonus. However, getting a good return on your helpdesk investment is also important.

Alternatives to Freshservice

The number of suppliers and alternatives available when choosing an IT help desk software system might be overwhelming. Remember: You must first clearly define your current needs and goals and look to the future. Then you can figure out which SaaS solution best fits your company. Popular Freshservice alternatives that are available in the market are listed down below:

Freshservice vs. Zoho Desk

Do you want to find the finest help desk software? Are you trying to decide if Freshservice or Zoho Desk is the best match for your company? Use this tool to evaluate price choices, ratings, feature sets, integrations, and other factors.

Freshservice and Zoho Desk have 4.5 out of 5-star ratings in customer reviews. These ratings are based on 388 and 1651 reviews, respectively, outperforming the 3.7-star category average. But what about the feature sets of these solutions? Freshservice has a substantial advantage over Zoho Desk, which offers 168 functionalities with 148 features.

The average number of features in the category is 84. However, you can’t only look at the ratings or the number of features supported. It doesn’t matter how many features are supported if something critical is missing.

Freshservice, for example, provides waste management, while Zoho Desk provides automated call distribution. Other help desk software alternatives in our directory include ticket management. Add a couple more to this comparison or return to our searchable list if your team can’t live without it. However, if some of the capabilities you want aren’t available in Freshservice or Zoho Desk, consider that integrations or plug-ins may be available.

Which one is better?

It’s impossible to tell if Freshservice or Zoho Desk is the best help desk solution for you just on reviews and the number of features they provide. These are top-level figures. MDs have the features you need for success, whether they can expand with your organization if they interface with your existing tools and available price choices. And what kind of support they provide are all factors to consider. 

Freshservice Review Conclusions

Freshservice is another fantastic Freshworks product. The software is for IT teams who want to streamline procedures, make a platform easier to use, and have built-in management and reporting capabilities. In addition, Freshservice’s ability to provide consumers with several price options tailored to their unique needs sets it apart from competitors.

Freshservice’s finest features are issue management, SLA management, and a self-service portal. Users may utilize the incident management tool to resolve tickets by email, self-service, phone, and in person. Teams may track, allocate, and prioritize resolution procedures to optimize tactics on the go. SLA management keeps teams responsible and ensures that tickets are not overlooked. In addition, the self-service site allows customers to solve problems without having to open a ticket, which improves the customer experience.

Is Freshservice worth the money?

Freshservice demonstrates its commitment to serving businesses of all sizes regarding price. It lets teams select whether they want monthly or annual invoices, and it can even propose the ideal plan for their team based on their size. It even allows consumers to add more assets to their plans, allowing firms to grow more seamlessly when the time comes.

Freshservice’s reporting and analytics capabilities make the solution a valuable tool for companies trying to improve their IT teams and strategy. Users may generate pre-defined reports and receive Freshservice advice on best-showing data. Furthermore, this product will require zero training, making it even more accessible to organizations of all sizes.

Overall, Freshservice is an excellent ITSM solution for any company. It provides significant features and price strategies that enable business expansion. It also offers self-service alternatives, demonstrating that it is conscious of changing times and that many consumers prefer to solve problems independently rather than engage with customer support. 

Consumers may determine each encounter by allowing businesses and their customers to communicate through different channels, increasing the customer experience. Therefore, when looking for ITSM software, any vendor that prioritizes the user experience and backs it up with inexpensive costs and robust features is worth considering.

What are the benefits of using Freshservice?

Freshservice is unquestionably a fantastic platform. It’s a fantastic cloud-based support platform that will help businesses of all sizes provide good customer service. Moreover, it provides plug-and-play ITIL that follows best practices without requiring expensive consultations or expert views.

It has a searchable knowledge base, a powerful ticketing system, a CMDB, and asset finding, among other features. In addition, the tool has incident management, vendor management, release management, change management, and problem management features.

Freshservice Frequently Asked Questions (FAQs)