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Freshservice

Freshservice Verified Reviews & Ratings

San Francisco, CA
Freshservice is a cloud-based ITSM software by Freshworks designed to be easy-to-use, streamline your IT service, and manage internal...
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Provider Overview

Freshservice is a cloud-based ITSM software by Freshworks designed to be easy-to-use, streamline your IT service, and manage internal requests from your employees. It offers multi-channel support and requires little-to-no training.

Intended Customers:

SMBs, large businesses, and enterprises.

Free Trial:

Yes, 21-day free trial.

Free Version:

No, but free to sign up.

Features Included in All Freshservice Plans:

  • Incident Management
  • Knowledge Base
  • Self Service Portal
  • Automations
  • Standard Reports
  • Marketplace
  • Unlimited End Users

Additional Features:

  • Service Catalog
  • Asset Management
  • Custom & Scheduled Reports
  • Multiple Portal Languages
  • Domain Whitelisting
  • Multiple SLAs & Business Hours
  • Unlimited Mailboxes
  • 100 free assets
  • Change, Problem & Release Management
  • Software License Management
  • Customizable Agent Roles
  • Advanced Security – Custom SSL & Custom Email Servers
  • Analytics
  • Contract Management
  • Project Management
  • IP Whitelisting
  • 1 Hour Support SLA
  • Audit Logs
  • Customer Success Manager
  • Data Center Location

All Available Freshservice Plans & Pricing:

Blossom

Perfect for Small Teams

Garden

Ideal for Growing Teams

Estate

Best Value for Large Teams

Forest

Made for Enterprises

$29/Agent/Month, Billed Monthly; $19/Agent/Month, Billed Annually

$59/Agent/Month, Billed Monthly; $49/Agent/Month, Billed Annually

$99/Agent/Month; BIlled Monthly; $79/Agent/Month, Billed Annually

$99/Agent/Month, Billed Monthly; $99/Agent/Month, Billed Annually

  • Incident Management
  • Knowledge Base
  • Self Service Portal
  • Automations
  • Standard Reports
  • Marketplace
  • Unlimited End Users

Everything in Blossom +

  • Service Catalog
  • Asset Management
  • Custom & Scheduled Reports
  • Multiple Portal Languages
  • Domain Whitelisting
  • Multiple SLAs & Business Hours
  • Unlimited Mailboxes
  • 100 free assets

Everything in Garden +

  • Change, Problem & Release Management
  • Software License Management
  • Customizable Agent Roles
  • Advanced Security – Custom SSL & Custom Email Servers
  • Analytics
  • Contract Management
  • Project Management

Everything in Estate +

  • IP Whitelisting
  • 1 Hour Support SLA
  • Audit Logs
  • Customer Success Manager
  • Data Center Location

For pricing on additional assets, click here for more details.

Help & Support Options:

For help and support, call:
US – (866) 832-3090
India – +91 (44) 6667 8040
UK – +44 (800) 808 5790
Australia – +61 2 8188 4692

You can email: support@freshservice.com

Or you can visit their support page for self-service options.

Awards & Recognitions:

Gartner Peer Insights Customers’ Choice 2018
SDI’s Best Implementation of an ITSM Solution Award 2017

Editor’s Bottom Line for Freshservice:

Freshservice is another great product put out by Freshworks. Freshservice is built for IT teams interested in streamlining processes, making a platform much easier to use, and built-in management and reporting features. What sets Freshservice apart from other companies is the ability to offer users multiple pricing plans that cater specifically to their needs.

Some of the best features Freshservice offers are incident management, SLA management, and self-service portal. The incident management feature allows users to resolve tickets from multiple channels like email, self-service, phone, and in person. Teams can track, assign, and prioritize resolution processes to optimize strategies on the go. SLA management helps keep teams accountable so tickets don’t get swept under the rug. The self-service portal allows those who wish to handle problems on their own before they create a ticket, which helps improve the customer experience.

When it comes to pricing, Freshservice proves that they’re determined to offer their services to businesses of all sizes. Freshservice allows teams to pick and choose if they want to be billed monthly or annually, and they even recommend which plan is best for your team based on size. They even offer users the ability to add more assets to their plan, which helps businesses scale more smoothly whenever the time is right.

The reporting and analytics aspect of Freshservice’s services also makes the product a powerful system for businesses looking to optimize their IT teams and strategies. Users can create pre-defined reports and even get recommendations from Freshservice on how to best visualize that data. What makes all of this even more accessible to businesses of all sizes is the fact that this product is advertised as requiring zero training.

Overall, Freshservice is a powerful ITSM software for all businesses. They offer powerful features and pricing plans that allow room for growth for scaling businesses. They also offer self-service options, which shows they’re aware of changing times, and that many customers would rather handle certain issues on their own instead of dealing with customer service.

By allowing businesses and their customers to interact with each other via multiple channels, they allow customers to dictate each interaction. This, ultimately improves the customer experience. Any provider who prioritizes the customer experience and backs it up with affordable prices and powerful features is worthy of consideration when looking to purchase ITSM software.

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