Freshservice

(6 customer reviews)

$19.00$99.00

The help desk platforms for IT support and ITIL management had already hit the market of business software. Freshservice turns out to be a good option if you are looking for productive IT support with a ticketing system. This help desk offers a handful of advanced tools for handling multiple channels, automate workflows, prevent damages, and analyze problems in any corporate scenario.

Category:

About Freshservice

The essence of this platform lies in the incident management that brings twofold benefit: first, improves the service quality, and second, tracks that all customer queries were in place. Freshservice delivers features that help you analyze and fix issues before they impact any processes. What’s more, the platform adds incidents to typical troubles, detects the causes, and suggests feasible solutions. Up to the time you provide a permanent fix, Freshservice will collect all the incidents and issues into a known error base.

The platform comes with in-house collaboration features and gamification mechanisms. All for the sake of two aspects: first, ensure that the customer requests from the multiple channels get quality responses and resolutions. And second is to add motivation, prevent the support team burn out, and enhance the routine and workload.

Profile Details: Features and Benefits for IT Management

The coherency of business processes and IT service software plays an essential role in workflows and performance. On the whole, Freshservice has a different price policy, ITIL best practices, as well as easy maintenance and autopilot running. To be more descriptive, let’s highlight the advantages of Freshservice as (a) IT service desk, (b) ITMS, (c) IT Project Management, (d) IT Asset management, and (e) reporting options, and (f) gamification:

IT Service Desk to Meet Customer Queries

Incident Management

Freshservice focuses on multi-channel support and incident management aids in dealing with tickets driven from email, live chat, phone, self-service portal, and any others way. What does it give you? First, all events are collected to a service desk, second, reduced resolution period, and coherence to SLAs.

Within a dashboard, you can track ticket progress and see who is working on the problem, its priority, and status. The automations can handle ticket distribution to the specific agent or group, as well as set priority and map relations between dependencies, schedule repetitive tasks, and send automated alerts and notifications.

Agent dashboard with customizable widgets in Freshservice

Agent dashboard and Widget Library in Freshservice

Service Catalogue

There are many services you can offer your employees, but they might be unaware of them. With Freshservice, any company can create a service catalogue where will be enlisted multiple services for different departments. The automation option allows setting specific workflows to receive and handle the requests from internal customers on time. At the same time, you can eliminate the invalid requests and emails and notify the employees about the unavailability of service or absence of the requested item.

Catalog of services

The process of placing a request in a service catalogue. Source: Freshservice

Robust Automation

This option of streamlining processes helps nearly in every module offered by Freshservice. In brief, the Workflow Automator deals with ticket auto-assign, multilevel approvals, and overall process automation. Scenario automation and Observer tool help to define the triggers and perform tasks and actions. And you can use Supervisor for setting up personalized rules for monitoring ticket progress across the service desk.

Automations in Freshservice

A list of automations which Freshservice offers to its users

SLA management

This module helps you to deal with the expectation of service delivery and fulfils the team’s needs. Freshservice allows creating numerous SLAs and uses such aspects as source, type, group, or ticket priority to define the deadline for issue resolution. The automation with its pre-defining rules aids in ticket escalation, detecting the service breaches and tracking SLA performance.

SLAs

SLA settings in Freshservice Admin console

Team Huddle for Collaboration

There is no need for switching between the tools. Team Huddle is a kind of inside chat with a @mention option for getting help from a colleague while working on a ticket. The support agent can highlight the questioning detail to turn attention to the problem that requires discussion.

Team Huddle in Freshservice

How to use Team Huddle when working on a ticket. Source: Freshservice

A Knowledge Base

This Freshservice option helps reduce both the number of tickets and support agents workload. How? Before an internal customer submits the ticket, the platform auto-suggests recommended content from a knowledge base. Plus, you can convert emails with the solution into articles automatedly, optimize the content to SEO requirements, and set the status of articles (public or private) and even grant the access to certain roles.

Freshservice Solutions

An example of articles with respective folders and categories in Freshservice Solutions

Benefits of ITSM Software

Problem Management

Efficient service is a service without disruption. The pre-defined automation rules will handle the incident resolving, change status, and the like. There are tools to deal with root cause analysis, collecting data on problems and workarounds, as well as tracking the progress within a portal. The repetitive issues can be marked as known and collected into an error database for reducing the support agent’s workload. You can create a backup plan for the possible downtime or service disruption using the option of linking issues or problems to the actual incidents, changes, and releases.

Change and Release Management

The value of visual representation of changes lifecycle can’t be underestimated. Freshservice delivers CAB (Change Advisory Board) for planning and checking the mandatory requirements of changes before progressing the rollout. You also can automate hierarchical approvals and notifications on any event related to a change. Besides, the tasks and changes are auto-added to support agent’s Change Calendar for enhanced planning.

IT Project Management Kit

Freshservice brings ITSM integrated platform, task management, and project dashboard to handle business goals and reduce any unforeseen changes.

Speaking of the integrated ITSM, this feature eliminates the switch between solutions and enhances IT project planning. Once the greater technological synergy obtained, you can track and manage all assets, tickets, changes, as well as plan projects and handle any dependencies associated with integrated modules or other assets.

Crafting a sound workflow is difficult without task management. Within Freshservice, you can organize projects in tasks and subtasks, assign, discuss, attach files, view dependencies, and keep an eye on the log and progress. The peculiarity of this module lies in the capability: you can assign the task to a support team member or to the outside of the team users by adding them as agents with limited capabilities.

Regardless of the resources, you need a holistic approach for control, and Freshservice dashboard will show the real-time progress of your project and team. Roughly speaking, at a glance, you will see the details on the project owner, timeline, percentage of completion, activity log, and tracking indicator that shows due date or missed deadlines.

IT Asset Management Kit

Naturally, we spend a lot of time refining the quality of our work. No surprise, you need to control of assets and save on unnecessary expenses. To deal with it all, Freshservice offers inventory management, CMDB/ configuration management, asset auto-discovery, asset lifecycle management, and contract management.

Inventory Management handles all IT and non-IT assets your organization has. The information on software, hardware, other items are collected into a single repository. Also, you got tools for estimating the value and plan future purchases. That data aids in preparing budgets for multiple teams and analyzing the company spendings and wasting resources too.

CMDB/ Configuration Management shows all the assets in terms of their interconnection in the company. Once you figure out critical assets and impact they have on the overall performance, you obtain information for disruption preventing and risks mitigation.

Asset Auto-discovery  allows to set up and schedule the automated scans for all hardware and software. The managing enhanced with two tools: Discovery Agent works with computers during Discovery Probe with network assets. Also, you can use barcode or QR capabilities to employ mobile apps to manage assets in remote locations.

Asset Lifecycle Management brings you the visualization of procurement, maintenance, depreciation, or disposal of assets. All the information on the timeline, activity log, upcoming renewals, and warranty or license expirations can be seen at a glance.

Contract Management comes with a Contact Scheduler, a competitive advantage, that will manage the contracts with third-party vendors, track contracts for lease, maintenance, software licenses, expiries and approvals instead of you. This feature helps to get all information on a single dashboard and be ready for audits right away.

Reporting

The metrics and reports help to share the same understanding of the problem and goal, as well as develop advancements and spots required streamlining. Within Freshservice reporting, you get the option of collecting and filtering the scheduled and customized reports for incidents, changes, assets. Cross-module reports will be efficient for monitoring service desk performance, problem detecting, and further development planning.

Freshservice reports

Reporting capabilities in Freshservice. Note that custom reports are available in Garden($49/agent/month) and up. 

Hard Skills: Bridging the IT and Business Gap

The benefits and features are always sounding so sweet and great, but how do they show value in real-life business tasks? Here are a few samples of Freshservice performance in the field:

Scenario 1: Smooth Workflow and Collaboration

Your business grows, and that’s good-bad news. The good is you have more customers and revenue. The bad is your ITSM or service desk falls by the wayside and can’t meet organization needs. Let’s say you have a company that supports over 1200 users, and approximately 1200 computers. The current software doesn’t suit your business needs anymore, and you need a new one. But you want the modern service desk to SaaS, feature-rich, and be ready for work within a short time with minimum resources and configurations.

Freshservice meet all the mentioned above requirements. The platform is

  1. fast for implementation
  2. has a short learning curve
  3. brings a handful of useful tools and features
  4. offers portal customization with on HTML, CSS, and JavaScript

With Freshservice you will preserve the in-house standards, streamline workflow, improve collaboration and perception of the IT department.

Scenario 2: IT Support Advancements

Every successful organization is always developing; that’s a fact. If you decided to advance your IT service management, improve service delivery and IT support,  then you can get it all with the adoption of Freshservice. The platform drives improvements into IT operations, has a short adoption stage, brings mature ITSM processes and advanced reporting, boosts customer satisfaction, as well as resolve the ongoing management and support issues.

The benefits of Freshservice can be described in three words: accessible, configured, and customizable. The platform is quick to implement, allows in the spot changes, and delivers features for CSAT increasing based on customer feedback.

Scenario 3: Flexible SaaS ITSM Platform

There are a lot of companies that still use on-premise IT service management solutions. Many of these organizations suffer from the limitations and start searching for a modern SaaS platform with a flexible toolset for handling service delivery, and IT support, and accessible agents adding. Ideally, the new solution should be a balanced shift from IT problem management to improved IT support and customer satisfaction.

Freshservice is a great option to meet the functional, operational, and management needs of such organizations. There are no expensive training and support team will enjoy the gamification of onboarding and a new spiced a competition spirit routine. Besides, Freshservice supports access to multiple tickets at once what improves the quality and speed of service, collaboration, and drive to satisfied feedback from a customer. The service catalogue will enhance the support agents understanding of available services and streamlines the requests. Overall, Freshservice will impact on workflow and improve the company performance.

Scenario 4: When Need an ITSM Platform Built on ITIL Framework

If your goal to delivers a measurable IT service, get ready to handle the lack of ticket resolution visibility, no self-service portal, the inability to raise a ticket without a service attendant log in, and the urgent need in optimal use of company resources. On top of that, you may want an advanced reporting, SLA measurement, and better transparency across the IT team and company.

All the mentioned above objectives can be addressed by Freshservice implementation. The platform will boost the in-house collaboration, create the knowledge repository, and deliver transparent performance. In case, your team consists of support agents from different countries, Freshservice works efficiently for different time zones and support different languages. So, the platform equips with robust service and support infrastructure that is flexible to changes.

Qualifications: Find a Plan Inside Your Budget

Speaking of the pricing, Freshservice offers four price tiers – Blossom, Garden, Estate, and Forest – with different feature toolkit. You can try the service desk in action during the 21-day trial and no credit card required. There are two types of billing: per month and year. Also, you can upgrade, downgrade or cancel at any time die the option of the pay-as-you-go service.

Blossom

$29/ agent/ mo (monthly) or $19/ agent/ mo (annually)

The price tier is targeted at small teams and comes with the following features:

  • Incident management
    • email ticketing
    • task management
    • SLA management
    • customer satisfaction surveys
    • automatic ticket assigning
    • scheduler
    • team huddle
    • canned responses
    • smart automator
    • self-service portal
    • knowledge base
    • auto-suggest solution
  • Mobile apps for Android, iOS, and web app
  • Standard reports
  • Platform
    • workflow automation tools
    • drag-and-drop form customizer
    • announcements
    • notification center
    • unlimited end users
    • custom domain mapping
    • apps marketplace
    • 1K API calls/ hour
  • Single Sign-On (SSO)

 

Garden

$59/ agent/ mo (monthly) or $49/ agent/ mo (annually) + Asset Fee (free up to 100 assets)

The plan was designed with the growing teams in mind and its toolkit consists of:

  • Incident management
    • email ticketing
    • task management
    • SLA management
    • customer satisfaction surveys
    • automatic ticket assigning
    • scheduler
    • team huddle
    • canned responses
    • smart automator
    • self-service portal
    • knowledge base
    • auto-suggest solution
    • agent collision
    • agent time tracking
    • multiple SLAs
    • priority matrix (allows to define standardized priority settings that should be applied to each incident based on the urgency and impact on service level.)
    • form templates
  • Request Fulfilment
    • approval workflows
    • service catalogue
  • IT Asset management
    • inventory management
    • asset auto-discovery
    • asset lifecycle management
    • software asset management
    • QR and barcode asset scanner
    • managed assets
  • CMDB/ Configuration Management
    • CIs (aka configuration item) relationship mapping
    • ITSM process integration
    • impact analysis (or root cause analysis)
  • Mobile apps for Android, iOS, and web app
  • Reporting
    • standard reports
    • custom reports
    • schedule reports
  • Platform
    • workflow automation tools
    • drag-and-drop form customizer
    • announcements
    • notification center
    • unlimited end users
    • custom domain mapping
    • multiple business hours
    • unlimited mailboxes
    • multiple languages for a portal
    • MSP (managing multiple companies) mode
    • apps marketplace
    • 2.5K API calls/ hour
  • Security
    • single sign-on (SSO)
    • domain whitelisting

 

Estate

$99/ agent/ mo (monthly) or $79/ agent/ mo (annually) + Asset Fee (free up to 100 assets)

The large teams will find these features and tools indispensable in their everyday performance.

  • Incident management
    • email ticketing
    • task management
    • SLA management
    • customer satisfaction surveys
    • automatic ticket assigning
    • scheduler
    • team huddle
    • canned responses
    • smart automator
    • self-service portal
    • knowledge base
    • auto-suggest solution
    • agent collision
    • agent time tracking
    • multiple SLAs
    • priority matrix (allows to define standardized priority settings that should be applied to each incident based on the urgency and impact on service level.)
    • form templates
    • round-robin ticket assignment
  • Request Fulfilment
    • approval workflows
    • service catalog
  • ITIL-aligned Capabilities
    • problem management
    • change management
    • release management
  • IT Asset management
    • inventory management
    • asset auto-discovery
    • asset lifecycle management
    • software asset management
    • QR and barcode asset scanner
    • managed assets
    • contract management
    • software license management
  • CMDB/ Configuration Management features are equal to Garden price tier. 
  • Mobile apps for Android, iOS, and web app
  • Reporting
    • standard reports
    • custom reports
    • schedule reports
    • analytics
  • IT Project Management
  • Platform
    • workflow automation tools
    • drag-and-drop form customizer
    • announcements
    • notification center
    • unlimited end-users
    • custom domain mapping
    • multiple business hours
    • unlimited mailboxes
    • multiple languages for a portal
    • MSP (managing multiple companies) mode
    • customizable agent roles
    • custom mailbox
    • portal customization
    • apps marketplace
    • 5K API calls/ hour
  • Security
    • single sign-on (SSO)
    • domain whitelisting
    • one free custom SSL

 

Forest

$99/ agent/ mo (monthly) or $99/ agent/ mo (annually) + Asset Fee (free up to 100 assets)

The functions and options collected in this pricw tier is aimed to fulfill enterprize level requirements.

  • Incident management has the same features that are offered in Estate price tier
  • Request Fulfilment has the same features that are offered in Estate price tier
  • ITIL-aligned Capabilities have the same features that are offered in Estate price tier
  • IT Asset management has the same features that are offered in Estate price tier
  • CMDB/ Configuration Management has the same features that are offered in Estate price tier
  • Mobile apps for Android, iOS, and web app
  • Reporting has the same features that are offered in Estate price tier
  • IT Project Management
  • Platform has the same features that are offered in Estate price tier, but here you have 7,5K API calls/ hour
  • Security
    • single sign-on (SSO)
    • domain whitelisting
    • one free custom SSL
    • IP whitelisting
  • Enterprise Features
    • customer success manager
    • an hour support SLA
    • data center location
    • audit logs

Freshservice Assets: Pricing

Note that there is a separate payment for managed assets. The managed assets are those added manually, imported from a CSV, and barcode scanned using the mobile app, or all the assets found by Discover Agent or Discover Probe.

If you buy a Garden plan, you will have 100 assets free of charge. In case, your additional assets are in a range

  • from 100 to 250, you will have to pay $40 + your plan subscription price
  • from 250 to 500, the price would be $75 + your plan subscription price
  • from 500 to 750, the price would be $100 + your plan subscription price

The full pricing table for managed assets can be found at Freshservice official website.

Freshservice marketplace

Freshservice enables REST API that helps to connect various third-party systems into your IT service infrastructure. There are also available prebuilt integration with

  • Atlassian Jira
  • G Suite
  • Rescue
  • FreshBooks
  • Zapier
  • SurveyMonkey
  • Dropbox
  • Harvest
  • Bomgar
  • Box
  • System Center Configuration Manager
  • Amazon Web Services
  • Pagerduty
  • CloudWatch
  • QuickBooks
  • ClearGraph

Freshservice marketplace

Within the Freshservice Marketplace, you can find many more useful business apps in the following categories:

  • Agent productivity (Teamviewer, Skype, Trello, and others)
  • Asset and incident management (Jamf, Panda asset, Cloudmonix, and others)
  • Bots and workflows (Slack, Tonkean, Flint, and others)
  • CRM, sales, and marketing (Salesforce, SugarCRM, Dynamics 365, and others)
  • Chat, video, and telephony (Yammer, ClickSend, Tokbox, and others)
  • Data Sync and migration (Cloud Elements, SharpSpring, Helpdesk Migration, and others)
  • File sharing and collaboration (Attachment Manager, Doc Merge, and others)
  • Issue tracking and alerts (Oomnitza, PagerTree, AlertOps, and others)
  • Knowledge and content management (Google Analytics, DocuSign, and others)
  • Reporting and analytics (Grow, Tableau Reporting, Domo, and others)
  • Security, risk, and governance ( Credit card and social security number masker)
  • Surveys and feedback ( Workflow Max, Retently, Simplesat, and others)
  • Time tracking, accounting, and billing (Contact Hour Management, TimeCamp, and others)
  • User and asset management (Detailr, NoPassword, JumpCloud, and others)

Certificates

Freshsrvice compliances with HIPAA (Health Insurance Portability and Accountability Act) by mutually executing a BAA (Business Associate Agreement.) Also, you can enable SAML SSO for users to access their support portal with unified identification and authentication. Plus, Freshservice supports a default wildcard SSL for all users who have a self-service portal on a freshservice.com domain. In case, you start using a custom domain name, the default SSL won’t be supported.

Freshservice was awarded as Top Rated ITSM Software by

  • Gartner Peer Insights Customers’ Choice for ITSM Tools (2018),
  • SDI Award for Best Implementation for 2 successive years (2018),
  • Capterra’s Most Popular ITSM Software (2017), and
  • G2 Crowd Service Desk Software Leader 2018.

Education Options and Vendor Support

Freshservice support works for all plans equally 24×7 email support and 24×5 phone support. The UI of the platform is understandable, yet if you need additional resources for better usage, visit the knowledge base full with content or Resources page for case studies, white papers, presentation, webinars, and e-books. For those who prefer video materials, check up Freshservice Youtube channel for tutorials.

Additional information

Agent efficiency

Agent collision prevention, Auto Bcc, Bulk actions, Custom & Group Views, Dynamic content, Edit/hide threads, Filtered Search, Group your agents, Keyboard shortcuts, Mobile app, Multilingual (Multiple) content, Occasional agents, Personal canned responses, Private Comments within tickets, Shared canned responses, Tags, Traffic cop

Collaboration

Linked tickets, Parent-child ticketing

CMDB

Asset Relationship Mapping, ITSM Process Integration

Customer relationship management

Contacts & Accounts Management, Contacts & ticket history, Custom user and organization fields, Customer profiles, Customer satisfaction ratings (CSAT), Group contacts by organization, Organization profiles

Help desk automation

Automatic ticket assignment using Dispatch'r, Custom business rules (triggers & automations), Event-triggered workflow automations, Multi-task workflows with one-touch Scenarios, Round robin ticket assignment, Time-based Rules, Time-triggered automations, Workflow automations

Help desk management

Business Hours, Custom status, Custom ticket fields, Dynamic ticket forms, Sandbox test environment, Service Level Agreement (SLA) management, Set your Time Zone, Ticket file attachment size

Incident Management

Approval Workflows, Auto-suggest Solutions, Customize Incident Lifecycle, Multiple SLA Policies, Service Catalog, Task Management

IT Asset Management (ITAM)

Asset Auto-discovery, Asset Lifecycle Management, Contract Management, IT Inventory Management, Managed Assets, Purchase Order (PO) Management, QR and Barcode Asset Scanner, Risk Management, Software Asset Management, Software License Management

ITIL Aligned Capabilities

Change Management, Problem Management, Release Management

KB Customization

Complete portal customization, CSS customization, Custom domain mapping, Public portal customization

Knowledge base management

Community forums, Knowledge base, Related articles, Rich text Help Center articles, Unlimited data

Platform Integration

API rate limit, Cloud telephony integration app, Gamification, Google Apps (G Suite), Integration with Atlassian Jira, Integrations, Private custom apps, Public apps (Marketplace), Salesforce integration, Slack integration, Webhooks, Zapier integration

Platform Specific

MSP

Reporting & analytics

Analytics, Custom Reports, Export reports, Google Analytics for Help Center, Helpdesk in-depth report, Overview dashboard, Save reports, Schedule Data Export, Schedule Reports, Team Dashboards, Ticket lifecycle report, Tickets closed reports

Security

Ability to configure for HIPAA, Advanced password policy for agents and customers, Audit logs, Business rules analysis, Custom roles and permissions, Custom SSL certificates (default free), Data center location, Disaster recovery, Domain Whitelisting, Encryption: data at rest and in motion, GDPR compliance, Guaranteed availability SLA (1 Hour Support SLA), Log in with Google, Network access restriction (IP Whitelisting), PCI compliance (Level 1), Privacy Shield and Safe Harbor compliant, Single sign on with SAML, Single sign-on (SSO) for web and mobile, SPF(Sender Policy Framework)

Support for organizations

Calling, Live chat, SDK, Support Bot, Web Widget

Ticket management

Custom Email Templates, Email forwarding, Email tickets, Mailboxes (inboxes), Merge tickets, Outbound email, Public and private notes in tickets, Satisfaction surveys – Customizable, Spam filtering, Support workflow, Ticket templates, Time tracking, Watch tickets

Uncategorized

Announcements, Backup, Community forums, Multiple currencies, Notifications, Printer-friendly, Project Management, Unlimited End Users, Voicemail integration

6 reviews for Freshservice

  1. Kensei K

    As varied in functionality, so many usages Freshservice has. The most efficient option is a ticketing system where you can filter tickets by agent, customer, department, date and the like. All that enhances tracking the performance, SLA compliance, and due date. Besides, the asset management, reporting, and change management show efficiency for IT operation team. The pre-built integrations with Jira and Salesforce work smoothly.

    All the modules of Freshservice work very well together. So, if you need a ticketing system, asset management, ITIL management, then this platform is just the job. Another important aspect is the short learning curve streamlines the service desk adoption by new employees.

  2. Nicholas S

    Once you have a single tool for the IT service desk and ticketing system, you enjoy an automated ticket creation and tracking without hurdles. Plus, having emails, assets, requests, contracts in one place streamlines the workflow. After trying a demo, Freshservice became the best option. The service desk is easy to use and helps to address all the needs IT and business have within the company.

  3. Telecom Analyst

    In the choice of the new software, the main targets were to improve supplier relationships and customer service, on the one hand, and business process agility and outcomes on the other. Apart from that, we looked for reliable incident management for all company.

    Freshservice provides a lot of features, and many of them (incident management, vendor management, problem management, change management, and release management) could address our requirements. Moreover, the plug and play ITIL module proved to be effective without expensive consultations and software.

  4. Market Analyst

    Freshservice impressed with intuitiveness of UI and a handful of various features for IT service management. The most productive for the company were asset management and reporting. The platform configuration turned out to be a comprehensive part, and workflows streamlined the processes what raised customer satisfaction. Freshservice costs are proved to be fair for the software efficiency.

  5. Service Desk Manager

    The old platform lacked the required functionality while Freshservice delivers all necessary features. What’s more the implementation and going live took less than it was expected (less than a week).

    The most beneficial features are automation and workflows. They save lots of time. After running a free trial, Freshservice attracted us by its abilities to improve customer relations and service delivery, create internal and operational efficiencies, and drive innovation. The focus on a customer and toolset impacted on the final decision and migration to Freshservice.

  6. James R

    Freshservice is a multifacet platform that is flexible and adapts to your business process. The first thing that spring the mind is the simple ticket tracking, the workflow that accelerates all processes, stock framework got improved, and IT team and end customers use the platform equally comfortable.

    Another thing worth emphasizing is the priority matrix that enhances the standard evaluation and prioritizing of tickets and incidents. As a tip, consider a smooth adoption of Freshservice for better integration into your business ecosystem.

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