Freshservice is online helpdesk software that uses Information Technology Infrastructure Library (ITIL) best practices to help IT organizations improve service delivery and customer satisfaction. Its key features include asset management, incident management, workflow automation, and more. This article covers Freshservice reviews and pricing. Ready to get started? Get a free trial.
Freshservice pricing is based on four plans: Blossom ($25/agent/month), Garden ($55/agent/month), Estate ($75/agent/month), and Forest ($89/agent/month). The main difference between the plans is access to premium features such as problem management, change management, release management, and more.
*Annual plans are paid in full at the start of the billing cycle.
**Annual commitment is required for the Forest plan.
Freshservice also offers users an option to add managed assets from 100 to unlimited assets for Garden, Estate, and Forest Plans. Managed assets pricing plans range from $40 (100-250) to $1,500 per month (unlimited).
Initially, all plan users are given three day passes for extra support. However, Freshservice also offers additional day passes for occasional agents to access the company’s support desk when needed depending on the plan: Blossom ($2), Garden ($4), Estate ($5), and Forest ($10).
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Summary of Positive Freshservice Reviews
Users who gave positive Freshservice reviews said that it is user-friendly. Some liked that it has a robust set of features. Others commended its responsive customer support.
One user who gave a positive Freshservice review on G2 likes that it has an intuitive interface and that it is completely automated. He added that Freshservice is straightforward, enabling their helpdesk agents to use it immediately. He also shared that the global service is very nice, and its knowledge base is easy to use.
Summary of Negative Freshservice Reviews
Users who gave negative Freshservice reviews noted that its customization options are limited.
Some complained that not all of its integrations work properly. Others find it more expensive than its alternatives.
One user who gave a negative Freshservice review on G2 said that it has poor synchronization with on-premises Active Directory. He shared that the script is not a good option, and there was no support for LDAP queries to sync users. He also finds its Discovery Probe’s interface odd and difficult to use.
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Check out the list below of some of Freshservice’s features:
- Incident management
- Problem management
- Discovery probe
- Approval workflow
- Integrated game mechanics
- Mobile applications
- IT inventory management
- And more
What resources does Freshservice provide?
Freshservice maintains a blog and offers FAQs, webinars, presentations, case studies, e-books whitepapers, reports, and videos to help users navigate and maximize the software’s features.
What type of mobile OS does Freshservice support?
Freshservice mobile app is available for iOS and Android mobile phones.
Here is a list of some of Freshservice’s popular integrations: