Freshservice Overview

Freshservice is the #4 ranked solution in our list of top IT Asset Management tools. It is most often compared to ServiceNow: Freshservice vs ServiceNow

What is Freshservice?

Freshservice is a Cloud-based IT Service Desk and IT Service Management (ITSM) solution that currently serves more than 13000 SMB, mid-market, and enterprise customers worldwide. Freshservice is designed using ITIL best practice to help IT organizations focus on what’s most important - exceptional service delivery and customer satisfaction. Freshservice is part of the Freshworks product family, whose products include Freshdesk Customer Support Software, Freshsales CRM Software, Freshchat Customer Messaging Software etc. - with more than 150000 customers worldwide, including Cisco, Honda, 3M, The Atlantic, and QuizUp.

Freshservice is also known as Flint.

Buyer's Guide

Download the Help Desk Software Buyer's Guide including reviews and more. Updated: June 2021

Freshservice Customers

Sinclair Broadcast Group, Western Carriers, Judson University, Golf Canada, Travix, Proxama, Paymentez, Ready Auto Transport

Freshservice Video

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Student with 11-50 employees
User
Allowed the development team to concentrate on the client’s requirements, however the reporting and management information are very limited.

What is our primary use case?

To provide incident management for external customers and change management services for SaaS implementation.

How has it helped my organization?

The tool is an easy, off-the-shelf product which allowed us to decommission our in-house system. It allowed the development team to concentrate on the client’s requirements instead. 

What is most valuable?

The key feature was the incident management. It recorded and supported most of the client's details.

What needs improvement?

The reporting and management information (MI) are very limited, and stopped realistic and timely reporting on outstanding incidents.

For how long have I used the solution?

One to three years.
Presales Engineer at a tech services company with 51-200 employees
Reseller
The most valuable aspect of the solution is the user experience.

What other advice do I have?

Depending on the size of the project (number of licenses and countries), you should contact a local partner to help you deploy the solution.
Find out what your peers are saying about Freshworks, ServiceNow, ManageEngine and others in Help Desk Software. Updated: June 2021.
509,641 professionals have used our research since 2012.
Sr. IT Business Analyst at a healthcare company with 51-200 employees
Vendor
The end user-facing portal with the Solutions Library immediately improved our users' abilities to find their own answers.
Head of IT Services at a financial services firm with 501-1,000 employees
Vendor
We like the Active Directory authentication and that the portals/screens can be fully re-branded with images and custom colors.

What other advice do I have?

If you're looking for web-based ticket-management systems, it should be on the evaluation list. Given the setup is so simple, it could be evaluated very quickly from a functionality point-of-view.