Freshservice Review - why 4.5 stars?

Freshservice Review
ITQlick Score: 87/100
ITQlick Rating: (4.5/5)
Pricing: 2/10 - low cost
Category: Help Desk -> Freshservice
Ranking:Ranked 9 out of 209 Help Desk systems
Pricing: starts at $19 per agent/month
Typical customers: Small, medium and large size businesses
Platforms: Mobile, Cloud
Links: Freshservice pricing, Freshservice alternatives

Shlomi LaviShlomi Lavi / updated: Jul 07, 2022

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What is Freshservice and its features?

Freshservice is an IT asset management solution for businesses of all sizes. It offers help in such domains as compliance, service management, reporting, and asset management. The software was designed and launched by Freshservice Inc headquartered in California, United States.

What is Freshservice rating?

The rating of Freshservice is 4.5 stars out of 5 and the total score is 87 out of 100. The rating score is based on our unbiased data-based algo. Learn more - rating methodology page.

Who uses Freshservice?

Customers of the software include businesses of all sizes and types. Major industries where it has been deployed include consulting services, retail and wholesale, financial services, healthcare and hospitality, education, government, and others. Some major clients of the software include UNICEF, Carlson Companies Inc, and Goodreads etc.

Is it easy to use?

Yes, Freshservice makes it fairly easy to use. This product is user friendly and intuitive.

Is Freshservice cloud-based?

Yes, they offer cloud based hosting, which means IT resources are retrieved through web-based tools and applications and you don't need to buy servers and additional hardware equipment.

Can it be used on mobile?

Yes, you can access Freshservice on your mobile/smart phone.

Is Freshservice the best Help Desk system?

Freshservice is ranked 9 out of 209 software in their category (Help Desk systems).

What are their main features and functionalities?

Freshservice features compliance services of contract management, software monitoring, purchase order tracking, vendor management, and warranty lookup. Asset management services of the software include asset tagging, automatic asset discovery, hardware inventory management, location tracking, relationship management, and software inventory management.

Service management capabilities offered by the software include client management, knowledge base, problem management, self service web portal, service catalog, and task management. The software features customizable dashboards and custom reports builder with support for API. It also offers support for the creation of scheduled reports and template reports.

What are Freshservice's pros? (3 Pros)

  • Freshservice is a feature-rich help desk software
  • The platform is relatively easy to use and learn
  • Freshservice has a powerful and automated knowledge base feature

What are Freshservice's cons? (2 cons)

  • The asset management features on Freshservice are somewhat limited
  • The search functionality is not as intuitive as required

Who are their main alternatives?

Freshservice is an IT help desk solution, and its top competitors in this category include Zoho Desk, Live chat, LiveAgent, and SysAid. Based on the following criteria outlined below, Freshservice is compared to its top alternatives:
  • Cloud/On-premise: Freshservice is a cloud-based help desk solution. In comparison, all the top alternatives of Freshservice are fully cloud-based help desk solutions.
  • Cost: Freshservice pricing starts at $19 per agent per month billed annually or $29 billed monthly, and it has a 21-day free trial available. In comparison, Zoho Desk pricing starts at $12 per month (covering three agents), LiveChat pricing starts at $16 per agent per month, and LiveAgent pricing begins at $15 per agent per month. SysAid does not disclose its pricing details. They offer free trials, but only Zoho Desk has a free forever plan.
  • Customers/Industries: Freshservice serves HR, finance, legal, facilities, and marketing teams across several industry verticals, including hi-tech, education, financial services, and healthcare. In comparison, all the top alternatives of Freshservice target a wide range of industries like their mutual competitor. Also, Zoho Desk serves clients in eCommerce and IT, SysAid serves MSPs, and LiveAgent serves companies in eSports and Forex.
  • Functionality: Freshservice offers help desk solutions with a feature set that consists of incident management, service catalog, on-call management, etc. Unlike its top alternatives, Freshservice has asset management features only SysAid offers, among its top alternatives. Also, Live Agent and Zoho Desk have call center features unavailable on Freshservice.
  • Popularity: Freshservice is part of the Freshworks family that serves more than 50,000 companies globally. In comparison, Zoho Desk serves more than 50,000 companies globally, over 35,000 businesses use LiveChat, and LiveAgent has over 150 million users and 40,000 customers worldwide.
  • Scalability: Freshservice is a highly scalable help desk solution for small, midsize, and enterprise service teams and operations. In comparison, all the top alternatives of Freshservice are equally scalable help desk software.
  • Support: Clients that use Freshservice can find support through several channels, including a knowledge base, 24/7 email support, and 24/5 phone support. Unlike its top alternatives, Freshservice does not offer support through a live chat channel like all its top alternatives.

What is the cost of Freshservice?

Freshservice pricing is based on its subscription plans: Starter, Growth, Pro, and Enterprise. Pricing is billed monthly or annually per agent, and there is a free trial offer for new users.
  • Freshservice Starter pricing starts at $19/month, billed annually, or $29/month, billed monthly, and has features such as incident management, knowledge base, etc.
  • Freshservice Growth pricing starts at $49 per month, billed annually, or $59 per month, billed monthly. The plan has all Starter features plus a service catalog, on-call management, etc.
  • Freshservice Pro pricing starts at $89 per month, billed annually, or $109 per month, billed monthly, and it covers all Growth features plus problem management, change management, etc.
  • Freshservice Enterprise pricing starts at $109 per month, billed annually, or $129 per month, billed monthly, and it covers all Pro features plus Freddy Agent Assist, sandbox, etc.

What is the REAL total cost of implementation? on top of the total cost of licenses which is easy to calculate you need to add the cost of training, customization, data migration, and other "hidden cost". ITQlick pricing score is 2 out of 10 (10 is most expensive). You can fine here the REAL total cost breakdown for Freshservice. You can also find here pricing information from Freshservice's website.

What should you ask FRESHDESK INC. during a demo session? (65 questions)

Schedule a demo with Freshservice and access 65 must ask questions for the vendor while watching Freshservice in action.

Where Freshservice is used?

Freshservice is a cloud-based help desk solution for HR, finance, legal, facilities, and marketing teams in the hi-tech, education, financial services, and healthcare industries. The software is highly scalable and suitable for small, midsize, and enterprise customer service teams.

List of categories

Dashboards & KPIs
Banking CRM
Casino CRM
Complaint Management
Customer Loyalty
Healthcare CRM
Help Desk
Insurance CRM
Online CRM
Pharmaceutical CRM
Web Collaboration
Real Estate CRM

List of features

Email integration
Asset Management
Billing and Invoicing
Contract Management
Customer Survey
ITIL Compliant
Knowledge Base/FAQ
LDAP/Active Directory Synchronization
Mobile Integration
Remote Control Access
Self Service Portal
Service Level Agreements

Freshservice Vs. Alternatives

ITQlick rating
License pricing
ITQlick rating
License pricing
$19 per agent/month
ITQlick rating
License pricing
$15 per agent/month
ITQlick rating
License pricing
$19 per technician/month
Zoho Des...
ITQlick rating
License pricing
$14 per agent/month
ITQlick rating
License pricing
$39 per seat/month

Shlomi Lavi

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Shlomi holds a Bachelor of Science (B.Sc.) in Information System Engineering from Ben Gurion University in Israel. Shlomi brings 15 years of global IT and IS management experience as a consultant, and implementation expert for small, medium and large size (global) companies.