LiveAgent by QualityUnit
LiveAgent helps teams in knowledge base software by giving them one practical place to keep work moving. It is most useful when ownership, handoffs, and deadlines are already defin...
Knowledge Base Software
Freshservice reviews and summary
Freshservice is an intelligent, modern IT Service Management (ITSM) solution designed to deliver exceptional employee experiences through an intuitive, scalable, and no-code platform. It leverages state-of-the-art Artificial Intelligence (AI) and Machine Learning (ML) capabilities to automate mundane, repetitive tasks, thereby easing IT agents' workloads and boosting their productivity. The platform is built to be flexible and scalable, making it equally suitable for companies transitioning from legacy systems and modern enterprises looking for an agile ITSM tool. Its right-sized approach ensures organizations get powerful capabilities without unnecessary complexity. Freshservice is aimed at IT departments and service managers across a wide spectrum...
Best for
Freshservice is aimed at IT departments and service managers across a wide spectrum of organizations, from mid-sized businesses to large corporations. It is perfect for teams seeking to modernize their IT support, implement ITIL practices efficiently, improve service delivery through automation, and provide a superior self-service experience to employees without requiring extensive coding or technical configuration.
Starting price
$19.00 Per-Month
Category
Knowledge Base Software
Vendor
Freshworks
Key takeaways
Our verdict
Our verdict is that Freshservice strikes an excellent balance between advanced functionality and user-friendliness. Its strong AI-driven automation, no-code flexibility, and focus on the employee experience make it a forward-thinking and practical choice for organizations aiming to transform their IT service management into a more efficient and proactive function.
Quick facts
Freshservice at a glance
Overall rating
4.5/5
Reviews
426
Starting price
$19.00 Per-Month
Vendor
Freshworks
Founded
2011
Location
United States
Category
Knowledge Base Software
Ratings
Freshservice ratings
Ratings in this section summarize available rating data. Software reviews are shown separately when users submit reviews.
Decision notes
Freshservice pros and cons
Potential strengths
- No-code configuration can help IT teams adjust service workflows without relying on custom development for every change.
- AI and ML automation may reduce repetitive work for IT agents when the use cases are well defined.
- Cloud and mobile access fit teams supporting employees across offices, campuses, or distributed work setups.
- The profile lists support and training options that may help organizations moving from older service systems.
Points to verify
- Model your main ticket, approval, and employee service workflows before judging fit.
- Confirm which repetitive tasks the automation can handle well enough for your agents to trust it.
- Test the self-service experience with employees, not only with IT admins.
- Review migration needs if you are replacing a legacy ITSM or help desk system.
Buyer fit
Who uses Freshservice?
Freshservice is aimed at IT departments and service managers across a wide spectrum of organizations, from mid-sized businesses to large corporations. It is perfect for teams seeking to modernize their IT support, implement ITIL practices efficiently, improve service delivery through automation, and provide a superior self-service experience to employees without requiring extensive coding or technical configuration.
Feature research
Freshservice features
These are common features buyers compare in Knowledge Base Software. Product-specific availability should be confirmed with the vendor.
Digital Catalog Management
Enables the creation and management of digital product/service catalogs, including details, specifications, and pricing.
Team Collaboration Suite
Features that enable team members to exchange files, message, and co-author projects in real-time.
White-Label Branding
Modify the software interface with corporate logos and color schemes for a branded experience.
Bespoke Templates
Develop and save bespoke layouts to be reused across various documents and communications.
Intuitive Drag & Drop Interface
Provides an interface to easily drag and drop images, icons, widgets, and prototypes from various sources.
User Feedback Analysis
Gather and evaluate user feedback to drive product improvements.
Full-Text Indexing
Search capabilities that scan the entire content of documents rather than just metadata or headers.
Knowledge Base Management
Systematize the collection and distribution of organizational resources, documentation, and expertise.
Mobile Interface
A user-friendly interface optimized for mobile devices, ensuring accessibility on-the-go.
Multilingual Support
Provide system support and localization for various international languages and dialects.
Reports & Analytics
Analyze and visualize essential performance metrics and data trends.
Advanced Text Editor
Allows for entering diverse content and customizing text formats, fonts, sizes, and colors.
Pricing
Freshservice pricing
Starting price
$19.00 Per-Month
Visit Website
Pricing model: Per Feature
Pricing can change. Confirm current plans and terms with the vendor.
Compare
Freshservice alternatives
Compare Freshservice with other Knowledge Base Software tools that buyers often evaluate.
Help Scout by Help Scout
Help Scout is a customer support platform for teams that want calm, conversation-oriented support while keeping help desk operations scalable. It is useful when you need a better b...
Cherwell Service Management by Cherwell Software
Cherwell Service Management is built for service teams that need a configurable ITSM layer without hard custom coding. It can support wider departments beyond IT, but the real work...
SuperOffice CRM by SuperOffice
A customer relationship management platform built for small to medium-sized businesses that want a straightforward way to manage contacts, sales activities, and customer support wi...
SPOTIO by SPOTIO
SPOTIO is a comprehensive outside sales software suite delivered through an intuitive mobile app for field reps and a powerful desktop application for managers. It centralizes all...
ExtraaEdge by ExtraaEdge Technology Solutions
ExtraaEdge is a specialized, data-driven Sales and Marketing automation platform built exclusively for educational institutions such as schools, colleges, and universities. Its pri...
Document360 by Kovai.co
Document360 is a modern Knowledge Base platform that empowers teams to create, collaborate on, and publish powerful self-service help centers with ease. It focuses on a great end-u...
OTRS by OTRS
OTRS is a fully-managed, flexible service management suite that provides a wide array of features including advanced ticketing, workflow and process automation, and customizable no...
Software reviews
Freshservice software reviews
No software reviews yet
No software reviews have been submitted for Freshservice yet.
Write the first review
FAQ
Freshservice FAQs
Freshservice is used for IT service management, employee service workflows, automation, and service desk operations.
Freshservice is worth evaluating for IT departments, service managers, MSPs, financial organizations, educational institutions, and government organizations.
Yes. Freshservice is described as an intuitive, scalable, no-code ITSM solution.
Yes. Freshservice lists AI and ML capabilities intended to automate repetitive IT agent tasks.
Yes. Freshservice lists mobile support for Android, iPhone, and iPad, along with cloud access.
Buyers should test ticket workflows, no-code configuration, employee self-service, automation rules, mobile access, reporting needs, and migration from existing service tools.
Trust and data
How we build software profiles
Catalog data
Software profiles can include software facts and public catalog information.
User reviews
Software reviews are submitted by users and moderated before publication.
Vendor updates
Claimed vendors can update profile details and respond to reviews.
This profile can include catalog facts, aggregate ratings, submitted software reviews, and vendor profile updates when available.
For Vendors
Manage this software profile
Claim this profile to update pricing, screenshots, features, and respond to reviews.