Freshservice Reviews

Freshservice is an AI-powered, unified IT and employee service management solution that is simple to use and easy to scale. It provides the capabilities required for managing IT services and extends to non-IT teams as well.

Key features of Freshservice include:

• Incident Management: Helps streamline service management, whether requests come via email, service tickets, or SMS messages.
• Knowledge Base and Self Service: Enables employees to find the answers they need on their own.
• AI Assistance: Automates routine queries and enables self-service so employees can resolve issues independently.
• IT Asset Management: Helps teams track and manage IT investments across the organization.
• Automation: Saves time with no-code, drag-and-drop automations for routine tasks.
• IT Operations Management (ITOM): Manages major IT incidents, tracks service health, and more.
• Service Desk Automations: Offloads low-value tasks, problem-solves, collaborates, and communicates better.

The benefits of using Freshservice include:

• Efficiency: AI-powered insights help leaders make informed decisions.
• Visibility: Provides a backbone for efficient service delivery with complete visibility into on-premise and cloud infrastructure.
• Collaboration: Helps teams collaborate and communicate in their channels of choice.
• Scalability: Fully scalable, giving businesses a single, comprehensive view of IT infrastructure.
• Modernization: Automates and simplifies IT operations, reduces repetitive work, and makes data-driven decisions.
• Integration: Works smoothly with various enterprise applications, with minimal complexity for faster time to value and higher productivity.

Freshservice, a product of Freshworks, offers several pricing plans:

• Starter: For getting started, it costs $19/agent/month, billed annually. This includes features like Incident Management, Knowledge Base, Self Service Portal, SLA Management, Workflow Automator, Orchestration, ServiceBot on Microsoft Teams and Slack, Access Controls, Analytics Starter, Multiple Portal Languages, Custom SSL, Marketplace Apps, Mobile Apps, and 1000 Orchestration transactions/mo/account.

• Growth: For growing businesses across their LOBs, it costs $49/agent/month, billed annually. This includes everything in Starter and additional features like Service Catalog, Asset Management (Includes 100 managed assets), Purchase Order Management, Employee Onboarding, On-call Management, Portal Customization, MSP Mode, Multiple SLAs, Business Rules, Approval Workflows, Business Hours, Cloud Management, and 2000 Orchestration transactions/mo/account.

• Pro: ITSM + ITOM + Project Management for large organizations, it costs $95/agent/month, billed annually. This includes everything in Growth and additional features like Problem Management, Change Management, Release Management, Project Management, Software License Management, Contract Management, Major Incident Management, Status Page, Alert Management, Service Health Monitoring, Analytics Pro, Team Dashboards, IP Range Restrictions, 5000 Orchestration transactions/mo/account, Workload Management, and Custom Objects.

• Enterprise: Service management solution for enterprises, it costs $119/agent/month, billed annually. This includes everything in Pro and additional features like Sandbox, Audit Logs, 20,000 Orchestration transactions/mo/account, and BETA ServiceBot With Virtual Agent on Microsoft Teams and Slack.

There are also add-ons available that help you do more with Freshservice. These include Freddy Copilot, Freddy Insights, Sandbox Add-on Enterprise, Orchestration Transaction Pack Starter, Growth, Pro, Enterprise, Advanced Discovery and Dependency Mapping Growth, Pro, Enterprise, Assets Pack Growth, Pro, Enterprise, Project Management Pro, Enterprise, SaaS Management Pro, Enterprise, Business Agents Pro, Enterprise, and Connector App Tasks Pro, Enterprise.

After signing up, you get free unrestricted access to all the features available in Freshservice for 14 days. Thereafter, you can upgrade to a suitable plan. The servers are hosted in a world-class data center that is protected by biometric locks and 24-hour surveillance. The data center is EU-US privacy shield compliant and all Freshservice plans include SSL encryption to keep your data safe.