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FreshService
by Freshworks | Founded 2010, San Mateo, CA
Categories:
- Help Desk Software
- Aviation MRO Software
- CMMS Software
- Customer Service Software
- Email Ticketing Systems
- Equipment Maintenance Software
- Help Desk CRM Software
- Help Desk Software For Schools
- Issue Tracking Software
- Knowledge Management Software
- Maintenance Management Software
- Maintenance Tracking Software
- Manufacturing Maintenance Software
- Online Help Desk Software
- Predictive Maintenance Software
- Remote Desktop Software
- Remote Help Desk Software
- Service Request Software
- Ticketing Software
- Tool Management Software
What is FreshService?
Industry Specialties: Healthcare, Education
Freshservice is a cloud-based IT service management offering from Freshworks that tracks and manages IT and digital assets. It also provides an IT service desk, reporting, IT asset management and IT project management.
It maintains records of contracts, hardware, software and other assets from the time of purchase to the point of expiration. It also helps automate and streamline processes through the lifespan of an asset. Suitable for companies of any size, it can assist financial, HR, marketing and facility teams.
PRICE
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COMPANY SIZE
DEPLOYMENT
PLATFORM
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FreshService Pricing
Based on our most recent analysis, FreshService pricing and cost details are described here:
- Price
- $$$$$
- Starting From
- $19
- Pricing Model
- Annual, Monthly, Quote-based
- Free Trial
- Request for Free
Training Resources
FreshService is supported with the following types of training:
- Documentation
- In Person
- Live Online
- Videos
- Webinars
Support
The following support services are available for FreshService:
- Phone
- Chat
- FAQ
- Forum
- Knowledge Base
- 24/7 Live Support
FreshService Benefits and Insights
Why use FreshService?
Key differentiators & advantages of FreshService
- Stay Compliant: Enforce compliance with regulatory requirements, and reduce licensing and support costs by relocating and optimizing the use of underutilized assets. A single system of contracts helps ensure compliance and prepare for audits.
- Easily Track Digital Inventory: Prevent overstocking, running out of crucial parts and misplacing pieces. Barcodes help keep track of all digital assets and related information via the discovery agent and probe features. Track and record IT assets from their location, who’s using them and other associated details.
- Support Asset Users: Users can raise tickets via multi-channel support. Support teams can track, categorize, prioritize, assign and automate tickets based on previous data with intelligent automation.
- Integration: Integrate with popular business applications and fits into existing applications. Access relevant data from multiple platforms in one place.
- Customize to Your Needs: Tailored to fit each company differently. Dashboards, ticketing and more can be personalized according to the needs of the end user.
- Gamification: Use an arcade feature to incentivize and reward employees for better performance. Integrated game mechanics, a leaderboard, points and trophies create a fun work environment.
- Mobile App: Scan barcodes for instant information, assign or resolve tickets and manage assets on the go. Respond faster to requests with the help of instant notification.
Industry Expertise
Serves industries that require IT support and specializes in the health and education sectors.
FreshService Reviews
Average customer reviews & user sentiment summary for FreshService:
Key Features
- Incident Management: Manage, prioritize and track tickets on a single dashboard. Leverage a knowledge base to improve service quality by providing solutions to problems and incidents instantly.
- SLA Management: Tailor and create SLA policies for employees with set expectations. Pre-defined automation rules will either automate ticket escalation or send notifications for SLA breaches.
- Self-Service Portal: Allows employees to directly raise tickets from the support portal and track their progress. Customize it to provide team-based options that assist employees with self-service.
- Problem Management: Reports and analysis help identify problems through the comparison of the past and present problems, delivering appropriate solutions. View events leading up to a problem and reach the root cause of the problem.
- Task Management: Divide projects into simple tasks and sub-tasks, assign them on a single dashboard, and view the progress of each task on an activity log. Manage time-bound tasks through an automated notification system that prioritizes tasks based on impact and urgency.
- Service Catalogue: Helps employees search and navigate to the exact service needed by providing a view of the service options visible to end users. Simplify the request fulfilment process, get insights into service availability. and auto-assign agents and approval workflows.
- Contract Management: Saves the details of contracts and sends alerts before the expiration of any contract through contract schedules. Single system of contract records enables creating an automated workflow for approvals. Keeps track of activation and deactivation of approved contracts.
- Inventory Management: This tool makes it easy to:
- Keep track of all software, hardware, digital assets, virtual assets and more to ensure efficient use of assets.
- Avoid unnecessary asset purchase by re-using available assets and resources.
- Provide real-time data and reduce manual entry of information of the assets through different phases.
- Automate periodic updates of all the assets to avoid any last-minute expenses.
- Asset Management: Manage and track assets that include all software and hardware elements, from the time of procurement till the point of disposal. View all the available asset information with a single click. Reduce risk costs of building new projects without proper back up, assets or planning.
- Reports: Access predefined and custom reports on changes, assets and tasks, with real-time data displayed using interactive visualizations. Ask queries through the natural language querying engine.
IT Service Desk
ITSM
IT Asset Management
Reporting
Limitations
At the time of this review, user feedback indicates that Freshservice’s limitations include:
- Changes made in the software take time to be implemented.
- Limited report customization.
- Difficult to navigate between different options.
- Price is on the higher end.
Suite Support
mail_outlineEmail: support@freshservice.com.
phonePhone: +1 (866) 832-3090.
schoolTraining: Freshworks provides training videos that are available on their website. The resource section on their website consists of blogs, videos, presentation, webinars and ebooks that help with understanding the software.
local_offerTickets: Submit tickets through the website’s support section.