What Is Freshservice Software?
Freshservice is a cloud-based IT service management (ITSM) software developed by Freshworks Inc. It helps businesses streamline their IT operations and provide better customer support.
Using Freshservice, businesses can create a centralized service desk so their teams can track and manage IT tickets and requests from employees or customers. The automation capabilities help IT teams resolve issues faster, and analytics enable them to monitor their performance and identify areas for improvement.
What Is Freshservice Project Management Software Best For?
Freshservice is best known as an Information Technology Infrastructure Library (ITIL) ready software. It means that the software's capabilities are based on ITIL’s best practices.
Another popular feature of Freshservice is the service catalog. It is a self-service portal that enables clients to track their requests’ status and updates. It also helps customers quickly identify and acquire the exact services they require, eliminating manual intervention.
The software is also known for its user-friendly interface, customization options, and extensibility, which make it easy for businesses to tailor the software to their specific needs.
The vendor offers four Freshservice pricing plans. These include the Starter, Growth, Pro, and Enterprise packages.
- The Starter plan is the most basic and affordable, priced at $19/agent/month
- The Growth plan is priced at $49/agent/month The Pro plan is available for $95/agent/month
- The Enterprise plan is priced at $119/agent/month
All plans include a free trial period and are billed annually. Please see the breakdown below or click Get Pricing for more pricing details.
Freshservice Software Integrations
Users can integrate Freshservice to various third-party business applications through the Freshworks Marketplace. A few common integrations include the following:
- Google Calendar
- Office 365 Calendar
- Google Drive
- ISL Online
Freshservice software also comes with Representational State Transfer (REST) API. The API access allows users to read, modify, add, or delete data from the service desk.
How Does Freshservice Service Management Solution Work?
Follow these basic steps to set up and start using Freshservice's cloud-based service desk:
- Go to the Freshservice website and sign up for an account
- You will need to set up your account by adding your company name, logo, and other relevant details
- Next, choose the pricing plan most suitable for your requirements
- Freshservice is compatible with various channels for customer support, including email, phone, social media, and chat. Set up the support channels that you want to use for your customers
- You can customize your support portal by adding your branding, support categories, and other relevant information
- Freshservice allows you to create a customer knowledge base, including articles and FAQs. This can help reduce the number of support tickets you receive
- Set up the automation rules for ticket assignment and categorization. Automation features can help you streamline your support process
- Once your account is set up, train your support agents to use Freshservice. Provide them with access to the software and any relevant training materials
- Now, you are ready to start supporting your customers via Freshservice.
- Monitor your metrics and adjust your support process as needed to ensure customer satisfaction
Click the Watch Demo button above to learn more about the software's functionality with a Freshservice demo.
Who Is Freshservice Software For?
Freshservice is suitable for small and medium-sized businesses (SMBs) and large enterprise customers worldwide. The following industries might opt for Freshservice:
- Financial services
The software is particularly useful for businesses requiring efficient IT service management and ITIL processes. These include:
- Incident management
- Problem management
- Change management
- Asset management
- Service catalog management
Freshservice Software Features
Freshservice offers the following key features:
IT Service Management
The IT service management solution includes useful tools such as incident management and asset management.
Users can log and track incidents reported by customers or employees. This automated ticket routing and prioritization are based on predefined rules and Service Level Agreements (SLAs).
A centralized asset repository helps users track and manage IT assets such as hardware, software, and licenses. It offers features for asset discovery, tracking, and reporting.
Other service management tools include problem management, change management, unified service catalog, SLA management, and knowledge management.
Business Team Tools
Freshservice unifies IT and business teams on a single platform. The Workspaces allow multiple teams to work collaboratively. This way, each department can have better services and asset visibility.
Meanwhile, workflow automation helps cut down on repetitive manual processes. Teams can also build customized workflows. Other business team tools include a support portal, knowledge base, project management, and employee onboarding.
IT Operations Management (ITOM)
With the ITOM tools, teams can minimize downtime, improve efficiency, and have better control over the cloud. The tools include alert management, cloud management, and on-call management.
Furthermore, the Orchestration Center allows extending the capabilities of Freshservice software. The center provides third-party integrations, which assist in deploying powerful automations without the need for complex developments.
IT Assets Management
For ensuring asset visibility of on-premise and cloud infrastructure, use tools such as asset normalization and asset lifecycle management (ALM).
The normalization feature offers a unified view of all assets across multiple systems. Meanwhile, ALM helps track purchase orders, initialize assets, and maintain information records from procurement to retirement in a single location. Other tools include automated discovery, integrated Configuration Management Database (CMDB), SaaS and contract management.
Project Portfolio Management
Freshservice offers an integrated project management tool for planning, executing, and delivering projects timely. Teams have access to integrated projects for enhanced visibility into IT initiatives. It also provides customizable project templates, agile and waterfall management methodologies, analytics, task management, and predictive insights.
Is Freshservice Software Right For You?
If you are looking for a comprehensive ITSM solution with ITIL-ready components, then Freshservice may be a good fit. Companies of all sizes can use the software, but it may be particularly well-suited for small to mid-sized businesses.
Also, Freshservice offers a range of flexible pricing plans. This may be a good option for you if you have a limited budget. Moreover, the software is user-friendly and easy to set up. If you're looking for a solution that doesn't require much technical expertise, Freshservice may be a good choice.
Over 60,000 businesses use Freshservice software. Notable customers include Vice Media Group, Chargebee, and TaylorMade. The software was also a challenger in the 2022 Gartner Magic Quadrant for ITSM platforms and won the Gartner Peer Insights Customers Choice award.
Freshservice Pricing Breakdown
What’s included(Free Plan Features)
What’s included(Standard Plan Features)
What’s included(Premium Plan Features)
What’s included(Enterprise Plan Features)
- Service Catalog
- Problem Management
- Freddy Virtual Agent on MS Teams and Slack (BETA)
Click Get Pricing to contact one of our pricing experts to better understand the pricing breakdown of Freshservice.
Visual Workflow Management
Process Modeling & Designing
Real Time Reporting
- User-friendly interface
- Self-service portal for customers
- Works out-of-the-box readily
- Wide range of integrations
- Lack of strong project management tools
- Help desk customization needs improvement
- New modules not supported