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Freshservice is a complete and highly efficient project management software that facilitates crafting a professional-grade project right from the grassroots-level. Real-time project dashboard allows easy tracking, monitoring and assessing all the project phases as it progresses. The tracking indicator also keeps the team alert against the deadline. The software allows impressive collaboration, where team members can add comments on any given project. Better project status visibility is possible with Fresh Service. It comes equipped with many useful project management features. The software, besides IT project management, also can help in ITSM and IT asset management as well.
| Support | 24/7 (Live rep) Business Hours Online | Customer Type | Large Enterprises Medium Business Small Business |
| API | Contact | San Bruno, CA / +1 (866) 832-3090 | |
| Deployment | SaaS/Web/Cloud | Category | Project Management Software |
Disclaimer: The pricing details were last updated on 18/05/2018 from the vendor website and may be different from actual. Please confirm with the vendor website before purchasing.
Rating breakdown
Pros: All the hardware and subscriptions of employees are available at the touch of a button. A very intuitive UI. The lifetime use and warranty information are also on the screen.
Cons: not an apth software for a beginner, to many unnecessary functionsto include. To many confusing versions.
Overall: A very useful tool for managers and human resources.
Pros: Freshservice allows our users to quickly create a support ticket by simply sending an email. Our technology team then has the ability to quickly acknowledge and prioritize support tickets. Each ticket is then associated and tracked by the user and their device.
Cons: Freshservice is packed with lots of features and functionality. At this point we only use what we need.
Overall: Freshservice solves the problem of identifying where in the process my team is in support user trouble tickets. My team can classify and correspond with users in an easy and convenient manner.
Pros: Hi this has lots of features in both Mobile App and on Wen Portal for users an agents.
Cons: The Service catalog items are missing two things.
1. multi select option
2. Adding instructions note to for the user to fill up the form . You can not put an instruction in the middle of the form.
Previously there used to be option of asking their developer team to do this for you on back-end but now they have stopped providing this service.
It would be nice to have this option available again.
Pros: Freshservice is a great system for IT purposes. The responses are so fast-- I get a confirmation or email back within minutes. It really streamlines the IT questions I have.
Cons: Nothing much, besides some improvements on the UI.
Pros: Great service desk... all features of Freshdesk plus all the capabilities and functionalities of ITIL under one single solution. Easy to use, pretty much what you need to keep control on services, contracts and service delivery.
Cons: For large companies it might be really expensive, depending on the amount of assets.
I like that I have one place for my Helpdesk Emails, Assets, Requesters, Contracts/POs. Previously having a helpdesk email and ticketing system seperate is horrible with keeping up on ticket creation. Now all my tickets are created and tracked automatically.
I don't really have anything I dislike exactly. I wish i had more customization for the self service portal, but its because we are at a lower tier of subscription.
Try out the demo and you will fall in love. I really have found the product to be amazing and the new integrations coming out all the time make it that much better.
I'm solving being a great IT Service Desk and providing a great face for IT to the business. The benefits I realized are the ease of use and how easy it has made my job with one easy to use tool.
The company can have all the requested tasks in one place, and you can make reports of them. Also, they have a tool that make easier having information available for anyone called ¨Knowledge Base¨.
There needs to be a way to make reports from the projects (individuals or in group) that are made in the platform. More tools to measure the projects and all the information in the platform, like weekly and monthly reports.
If you want all your information in one place or you don't want to have a lot of mails with the same requests, this is your solution.
Having all the requested tasks in, form of tickets, in one place.
I like the range of filtering options available for viewing tickets, which are very powerful. I also like the integrations supported, including SSO with Google and Jamf Pro for asset management.
It's hard to maintain multiple conversations in a single thread - for example a conversation with an end user about a broken device, and a separate but related conversation with the vendor about a replacement - since the reply button forces the reply goes to the person who logged the ticket. While you can use the forward button, this doesn't maintain a consistent track of the email chain, so replies, etc. get cut out and the conversation can be disjointed.
We use Fresh Service for tickets and change management primarily and will soon begin using it for asset management.
I have become a FreshService evangelist in a very short time. So, I recommend this service to everyone!The most intuitive system I have ever had the pleasure of using. The system is remarkably customizable, and you do not need a system administrator or expert to configure the customizations. It is so intuitive that any person with minimal experience on the system can figure out how to configure it to your company's needs. We have a team of 8 support engineers and they all took to the system very enthusiastically. The user interface is superb, and the company has been in the market for so long that they have literally thought of everything. If you have a unique business case, like we did, it is most probable that they have already encountered it and have an out of the box solutions. My experience with their developers was phenomenal.
Pros
The most intuitive system I have ever had the pleasure of using. The system is remarkably customizable, and you do not need a system administrator or expert to configure the customizations. It is so intuitive that any person with minimal experience on the system can figure out how to configure it to your company's needs. We have a team of 8 support engineers and they all took to the system very enthusiastically. The user interface is superb, and the company has been in the market for so long that they have literally thought of everything. If you have a unique business case, like we did, it is most probable that they have already encountered it and have an out of the box solutions. My experience with their developers was phenomenal.
Cons
The system is slightly more expensive than its nearest competitor. Which makes selling it to managers a little more difficult. But, the expense is justified. With the competitors in its market, a dedicated onsite developer is required, and installment and deployment time is 3-4 times longer. While FreshService is so easy to use, that any user or administrator can configure or change any settings, functions, workflows or processes with absolutely minimal effort. And, if you do require more assistance, 24x7x365 support is readily available and the support cost included in the monthly fee.
Rating breakdown
Likelihood to recommend: 10/10
