Freshservice

Frequently Asked Questions about Freshservice

Who are Freshservice?

Freshservice is a cloud-based IT service management (ITSM) tool developed by Freshworks, designed to help businesses streamline their IT operations and enhance service delivery through automation and user-friendly interfaces.

What are Freshservices products?

Freshservice offers a range of products including incident management, problem management, change management, asset management, service catalog, and a knowledge base, all aimed at improving IT service delivery and management.

What services do Freshservice offer?

Freshservice provides IT service management, project management, and customer support services. It includes features such as ticketing systems, automation, reporting, and integrations with various applications to facilitate efficient service delivery.

What type of companies do Freshservices products suit?

Freshservices products are suitable for small to medium-sized businesses as well as larger enterprises across various industries looking to enhance their IT service management capabilities.

How much does Freshservices product cost?

Freshservice offers several pricing tiers based on the features required. The costs vary depending on the chosen plan, which can range from a free trial option to paid subscriptions starting at a competitive monthly rate per user.

Does Freshservice offer a free trial?

Yes, Freshservice offers a free trial for users to explore the platform and its features before committing to a paid subscription. This allows prospective customers to evaluate its suitability for their needs.

What discounts does Freshservice offer on their products?

Freshservice occasionally provides discounts for annual subscriptions, as well as promotions for educational institutions and non-profit organisations. Users are encouraged to check the website for current offers.

Are there any hidden fees or additional costs with Freshservice?

Freshservice is transparent about its pricing, and there are typically no hidden fees. However, additional costs may arise from premium features or integrations that are not included in the base subscription.

Who uses Freshservices products?

Freshservice is used by IT teams, customer support teams, and project managers across various sectors, including technology, education, healthcare, and finance, to manage service requests and improve operational efficiency.

What are the main features of Freshservices products/services?

Main features include a ticketing system, automation tools, a service catalogue, incident and problem management, asset management, reporting and analytics, and a knowledge base for self-service support.

How does Freshservice compare to its competitors?

Freshservice is often compared to other ITSM tools like ServiceNow and Jira Service Management. It is generally noted for its user-friendly interface, ease of setup, and comprehensive features at a competitive price point.

Is Freshservices platform easy to use?

Yes, Freshservice is designed with a user-friendly interface, making it accessible for users with varying levels of technical expertise. The intuitive design aids in quick adoption and utilisation of its features.

How easy is it to set up Freshservices product or service?

Setting up Freshservice is relatively straightforward, with guided onboarding processes and configuration options that allow users to tailor the platform to their organisational needs efficiently.

Is Freshservice reliable?

Freshservice is considered reliable, with a strong uptime record and robust infrastructure. The platform is backed by Freshworks, a well-established company in the software industry.

Does Freshservice offer customer support?

Yes, Freshservice provides customer support through various channels, including email, live chat, and a comprehensive knowledge base, ensuring users can get assistance when needed.

How secure is Freshservice’s platform?

Freshservice employs industry-standard security measures, including data encryption, secure access controls, and regular security audits to protect user data and ensure the integrity of the platform.

Does Freshservice integrate with other tools or platforms?

Yes, Freshservice integrates with a wide range of third-party applications and tools, including collaboration software, cloud services, and productivity apps, allowing for seamless workflows across different platforms.

Can I use Freshservice on mobile devices?

Freshservice offers a mobile application that enables users to access their services on the go, providing features such as ticket management and notifications directly from their mobile devices.

What do users say about Freshservice?

Users generally report positive experiences with Freshservice, highlighting its intuitive interface, effective ticketing system, and responsive customer service. Some feedback includes suggestions for enhanced customisability.

What are the pros and cons of Freshservice?

Pros include a user-friendly interface, comprehensive features, strong customer support, and good integration capabilities. Cons may involve limitations in customisation for advanced users and reliance on internet connectivity.

How can I purchase Freshservice’s services?

Freshservices services can be purchased directly from their website, where users can select a suitable plan and complete the registration and payment process online.

What is the cancellation or refund policy for Freshservice?

Freshservice offers a cancellation policy that allows users to terminate their subscription at any time. Refunds may be considered on a case-by-case basis, typically within a specified period after payment.

What are the common use cases for Freshservice?

Common use cases include IT support ticket management, incident tracking, asset management, service request management, and facilitating project management within IT departments.

Why choose Freshservice over other options?

Freshservice is often chosen for its ease of use, competitive pricing, comprehensive feature set, and strong customer support, making it a suitable option for businesses looking for a robust ITSM solution.

Does Freshservice offer training or tutorials?

Yes, Freshservice offers various training resources, including online tutorials, webinars, and documentation, to help users maximise their understanding and use of the platform.

What languages does Freshservice support?

Freshservice is available in multiple languages, including English, Spanish, French, German, and others, catering to a global user base.

What problems does Freshservice solve?

Freshservice helps organisations manage IT service requests, improve service delivery efficiency, reduce response times, and enhance overall customer satisfaction by providing structured processes and automation capabilities.

Is Freshservice worth the investment?

For many organisations, Freshservice is considered a worthwhile investment due to its comprehensive features, ease of use, and ability to improve IT service management efficiency, leading to better resource allocation and user satisfaction.