Freshservice Review 2023: Made for SMBs?
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Bonfire Rating: 4.6/5 Freshservice takes a complicated subject like IT management and makes it a breeze!
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/*! elementor - v3.13.3 - 22-05-2023 */
.elementor-widget-text-editor.elementor-drop-cap-view-stacked .elementor-drop-cap{background-color:#69727d;color:#fff}.elementor-widget-text-editor.elementor-drop-cap-view-framed .elementor-drop-cap{color:#69727d;border:3px solid;background-color:transparent}.elementor-widget-text-editor:not(.elementor-drop-cap-view-default) .elementor-drop-cap{margin-top:8px}.elementor-widget-text-editor:not(.elementor-drop-cap-view-default) .elementor-drop-cap-letter{width:1em;height:1em}.elementor-widget-text-editor .elementor-drop-cap{float:left;text-align:center;line-height:1;font-size:50px}.elementor-widget-text-editor .elementor-drop-cap-letter{display:inline-block} Let’s face it, IT (information technology) management can be tricky.
Not having the right software and tools can make it even more difficult, leading to frustrated employees and poor performance .
That’s where I come in. I’m AJ, and I’ve learned the tricks of the trade while building my digital agency over the last decade .
After a successful exit with the agency, I started Small Business Bonfire to help empower small and midsized businesses (SMBs) to achieve their full potential.
For IT management, we think you’d be hard-pressed to find something as impressive as Freshservice. That’s why we went in-depth with our testing and created this comprehensive review of the product.
Let’s dig in!
FYI — we put together a list of what we think are the best CRMs for small businesses . Be sure to check it out!
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You Can Trust Small Business Bonfire Since 2009 Small Business Bonfire has been testing and rating thousands of business software to help you (our small business owners) start & scale your organizations. If you want to know more about how we test, please read this article here.
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.elementor-heading-title{padding:0;margin:0;line-height:1}.elementor-widget-heading .elementor-heading-title[class*=elementor-size-]>a{color:inherit;font-size:inherit;line-height:inherit}.elementor-widget-heading .elementor-heading-title.elementor-size-small{font-size:15px}.elementor-widget-heading .elementor-heading-title.elementor-size-medium{font-size:19px}.elementor-widget-heading .elementor-heading-title.elementor-size-large{font-size:29px}.elementor-widget-heading .elementor-heading-title.elementor-size-xl{font-size:39px}.elementor-widget-heading .elementor-heading-title.elementor-size-xxl{font-size:59px} What is Freshservice?
Freshservice is a cloud-based help desk software that provides a one-stop-shop solution to IT service management (ITSM) needs for organizations of all sizes . It’s part of the overall Freshworks suite. So, going in, we knew it was going to have a sleek and modern user interface , just like everything Freshworks offers. Put simply, the platform allows you to manage, track and resolve IT issues quickly and efficiently. Freshworks is designed with small and midsized businesses in mind, with plans starting at $19/month (per user), billed annually. Some key features provided by Freshservice include: Incident management Integrated support channels Third-party integrations Automated discovery Comprehensive service catalog Let’s just say it offers some pretty fresh service (pun, regretfully intended). We especially liked the service catalog functionality offered with the Growth plan ($49/month, billed annually). This feature allows you to easily identify recurring problems and create a library of self-service solutions for employees. Throughout our testing, the Small Business Bonfire team and I were consistently impressed with the powerful (but not bloated) features and design of Freshservice. If your business has an IT department, they’ll probably thank you for signing up with Freshservice.
Pros and Cons of the Freshservice
We’ll go over plenty of the benefits of Freshservice in this review, but it’s equally important to talk about the negatives. Here are some pros and cons of the platform.
Freshservice Pros
Setting up and using Freshservice is incredibly easy.
The user-friendly dashboard makes it simple to keep track of tickets.
Affordable pricing
Freshservice integrates with a number of popular apps
The service catalog has helpful templates and allows for customization
Freshservice Cons
Advanced functionality may be difficult to use without technical expertise
Lacks more of the advanced automation and customization of some IT management software
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Visit Freshservice For Pricing
Who is Freshservice Best Suited For?
Freshservice is best suited for small and midsize businesses that need an easy-to-use cloud-based IT service management solution. It’s perfect for SMBs and organizations that don’t have big budgets but need an all-in-one platform to manage their IT needs. Its scalability alongside Freshworks’ other CRM and service products ensures you can grow your operations without switching platforms. Freshservice is fantastic for all of the following: HR teams (onboarding and offboarding for employees) Finance (payroll and taxes) Legal (legal support requests) Facilities (maintenance requests)
Who is Freshservice Not Suited For?
If your business doesn’t have an IT team , then Freshservice may not be the right choice for you. Freshservice also isn’t necessarily the best fit for businesses that require more customer-facing capabilities or have more complex needs . If you’re looking for something more tailored to customer service under the umbrella of Freshworks, then Freshdesk would be a better choice.
Freshservice Software Pricing
Freshservice offers 4 tiers of pricing plans. Each plan is based on the number of agents you have on the platform. Starter – $19/month, billed annually Growth – $49/month, billed annually Pro – $95/month, billed annually Enterprise – $119/month, billed annually For our testing, we went with the Enterprise plan to get a feel for everything Freshservice has to offer.
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How Does Freshservice Pricing Compare?
Compared to other ITSM software, Freshservice is competitively priced . For example, Jira Service Management offers a Standard plan for $20/month per user. Now compare that to Freshworks, which offers its Starter plan for $19/month with a ton more features like self-service portals, phone support, and SaaS management. The bottom line is that Freshworks provides a ton of value for the price. However, don’t take our word for it. You’re welcome to compare Jira Service Management alongside Freshworks for free with Jira’s free plan . However, we still think you’ll prefer Freshservice for how easy it is to use and the more advanced features .
CRM Pricing Tips
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Annual Plans Save By paying for the annual plan, you're ultimately saving more money in the long run. For example, let's say you run a pretty tight ship at your business and only need 5 users. At the Enterprise level, you're saving about $1,560 per year alone by paying upfront. Every cent counts, in our opinion, and that's quite a bit of savings.
21-Day Free Trial While Freshservice may not have a free plan, they do offer a robust 21-day free trial for all of their plans. This way, you can try the program out and see what your IT department thinks before making any commitments with your wallet.
Freshservice Core Features
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Incident Management
At Small Business Bonfire, we put Freshservice's incident management through its paces and were impressed by its comprehensive approach to handling issues of all sizes and scopes . From automatically categorizing issues to assigning them to the right team member , Freshservice helped us quickly tackle a range of problems and keep our workflow running smoothly. One of the standout features of Freshservice's incident management is its ability to prioritize issues based on urgency , ensuring that critical problems receive immediate attention. Each type of issue also has its own tab, so it's really easy to differentiate between the types of incident management. But even beyond that, Freshservice also provides detailed reports and analytics on incident trends, helping you identify and address root causes before they can become larger problems. Some types of incident management offered by Freshservice include: Ticket management Change management Release management Project management Asset management We especially liked the ticket management board, which is currently still in beta (meaning nearly complete). With the board, we were able to see all of our tickets in one place easily . The drag-and-drop functionality was awesome, allowing us to easily move tickets forward in real time. This means that your IT team can tackle a lot of tickets at once with little-to-no communication issues . Here's an example of our ticket board for Small Business Bonfire. There's also a helpful filter system that has a surprising amount of options. You can easily filter tickets by department, group, due date, and more. Overall, our takeaway from this feature is that it's easy to use and highly beneficial for teams that want to prioritize the right incidents and stay organized .
Service Catalog
Freshservice's service catalog (pictured below) is undeniably one of its core features. Firstly, we tested out the tool by adding new services to our catalog. The process was simple, intuitive, and highly customizable. We were able to accomplish the following: Define the requirements Assign owners Set the pricing for each service The best part? The catalog items supported different workflows, ensuring that they followed the same process every time. Customized workflows ensured that even complex services could be streamlined , leading to efficient service delivery . The ability to search for services was another feature we admired. Service catalogs can often get cluttered with a ton of services, leading to difficulties in discovering what one needs. Freshservice's catalog search function proved to be a handy tool for finding the right services quickly . Its autocomplete feature led us to the services we needed in seconds .
Self-Service Portal
Freshservice's support portal is like a shining beacon of hope for employees in need of assistance. It enables users to take matters into their own hands and solve complicated issues with the help of help articles, AI automation, and customizable service management. With its user-friendly design and extensive library of help articles, it's the go-to spot for anyone seeking help. A few clicks and voila! You're in the land of solutions. Here's a screenshot to show how nice the layout is. Once you're in, the support portal truly shines. We created a report about a common issue that IT teams deal with all the time — employee passwords not working. Reporting an issue is as easy as filling out a form with a subject and a brief description and hitting submit. From there, we were able to change the priority among other metrics. In this case, we selected medium because not being able to log in at work can mean falling behind and potentially letting your customers down . Some other factors we were able to change include: Urgency Impact Team assigned Agent Department Source Type We especially loved how in-depth you could get with the ticket, allowing your entire IT department to be on the same page with all of the info at their fingertips. In addition to reporting an issue, the support portal can be utilized for the following: Browse help articles Request a service Approve requests Onboard new hires
Mobile App
With the Freshservice app, it's easy to manage your IT operations on the go. We downloaded the app on IOS and were not disappointed. We were able to see the following: To-do list Tickets Tasks, Changes Requesters Announcements Solutions Here's a pic of our view from mobile. We were surprised at how easy it was to add new tickets, changes, and assets. The ability to do all of this from the palm of your hand is seriously impressive, in our opinion.
Dashboard Analytics
With Freshservice's dashboard, users can view analytics related to a ton of different metrics . Here's the dashboard we started using for our testing. Customizing the layout was as easy as dragging and dropping a few graphs and fields into the dashboard. What we really love about this feature is how clear everything is to see for your IT team . You can customize alerts to show when tickets are overdue, view unassigned tickets, and view a customizable leaderboard (great for inspiring friendly competition). The importance of using data-driven analysis to improve your business operations as you scal e cannot be overstated.
Robust Integrations
Who doesn't love being able to integrate their favorite apps into their business software? In this case, Freshservice has you covered. They offer a ton of integrations with popular apps such as: ServiceBot for Slack ServiceBot for Microsoft TeamViewer Skype We love Slack and use it for most of our communications within Small Business Bonfire. So we set up the ServiceBot for Slack tool on Freshservice . It was as easy as a few clicks , and we were up and running.
What are the Limitations of Freshservice? Freshservice does a few things really well. It’s great for managing incidents, allowing agents to solve issues themselves, and streamlining your IT processes. Outside of that, if you’re looking for more robust tech functionality, you might need something with a little more firepower . Freshservice isn’t the right choice for everyone. In our opinion, the service lacks comprehensivity for larger businesses with complex IT needs . What Sets Freshservice Apart from the Competition? What really sets Freshservice head and shoulders above the competition, in our opinion, is how easy it makes setting up your IT processes. For a small business that’s just starting out, Freshservice is an excellent tool to get you up and running quickly without having to worry about having enough experience in the IT world. Furthermore, Freshservice has a ton of helpful features through its self-service portal , making it easy for agents to quickly solve issues. The user-friend
