Marg Freshservice
Marg ERP 9+
4.6
Write Review
What is Freshservice?
Freshservice is a cloud-based IT service management (ITSM) solution developed by Freshworks that enables organizations to modernize and streamline their IT support operations. Built around ITIL best practices, it offers a comprehensive set of tools for managing incidents, problems, changes, and IT assets within a single, unified platform.
Pricing of Marg ERP-Pharmaceutical Industry Software
Pricing plans
Introduce pricing plans
Simple, transparent pricing that grows with you. Try any plan free for 30 days.
Starter
USD 15.36 //agent /month, billed annually
USD0.00
Perfect for your business requirements and platform usage.
BOOK A DEMO- Channels - Email & Phone & Chat & Widget
- ServiceBot on Microsoft Teams and Slack
- Support Portal
- Incident Management
- Knowledge Management
- Task Management
- Occasional Agents
- CSAT Surveys
Growth
USD 39.51 //agent /month, billed annually
USD0.00
Perfect for your business requirements and platform usage.
BOOK A DEMO- Channels - Email & Phone & Chat & Widget
- ServiceBot on Microsoft Teams and Slack
- Support Portal
- Incident Management
- Knowledge Management
- Task Management
- Occasional Agents
- CSAT Surveys
- SLA Management
- Service Catalog
- Managed Service Provider (MSP) Mode
Pro
USD 80.14 //agent /month, billed annually
USD0.00
Perfect for your business requirements and platform usage.
BOOK A DEMO- Channels - Email & Phone & Chat & Widget
- ServiceBot on Microsoft Teams and Slack
- Support Portal
- Incident Management
- Knowledge Management
- Task Management
- Occasional Agents
- CSAT Surveys
- SLA Management
- Service Catalog
- Managed Service Provider (MSP) Mode
- Problem Management
- Change Management
- Intelligent Routing - Availability & Load
- Release Management
- Workload Management
Enterprise
USD 0.00 /Get a quote tailored to your needs
USD0.00
Perfect for your business requirements and platform usage.
BOOK A DEMO- Channels - Email & Phone & Chat & Widget
- ServiceBot on Microsoft Teams and Slack
- Support Portal
- Incident Management
- Knowledge Management
- Task Management
- Occasional Agents
- CSAT Surveys
- SLA Management
- Service Catalog
- Managed Service Provider (MSP) Mode
- Problem Management
- Change Management
- Intelligent Routing - Availability & Load
- Release Management
- Workload Management
- Sandbox
Key Specification
| Other Categories: | |
|---|---|
| Deployment: | Cloud Hosted |
| Customer Support: | Phone,Email,Live Chat,Online (Ticket),Business Hours |
| Customization: | No |
| Languages Support: | Chinese, Dutch, English, French, German, Italian, Japanese, Korean, Polish, Portuguese, Spanish, Swedish |
Who uses Freshservice
Company Details
- Company Name: Freshservice
- Headquarter: San Mateo, California United States
- Website: Visit Website
Freshservice Description
Why Choose Freshservice?
Choosing Freshservice enables organizations to shift from reactive IT support to proactive, strategic service management. As a modern IT Service Management (ITSM) solution developed by Freshworks, it delivers complete visibility into incidents, service requests, changes, and assets within a unified platform.
With built-in AI and automation, teams can eliminate repetitive tasks such as ticket routing and categorization, allowing IT staff to focus on higher-value initiatives. The self-service portal and knowledge base empower employees to resolve common issues independently, reducing ticket volumes and improving user satisfaction. Strong integration capabilities ensure Freshservice connects seamlessly with existing tools, enhancing collaboration across departments. Whether supporting a fast-growing company or modernizing enterprise IT operations, Freshservice provides scalability, flexibility, and ease of adoption beyond traditional help desk systems.
Benefits of Freshservice
- Centralized ticketing for efficient incident and request management
- AI-driven automation to reduce manual effort and speed up responses
- Comprehensive IT asset management for hardware, software, and cloud tracking
- Self-service portal and knowledge base to enhance user experience
- Change and problem management to minimize risk and recurring issues
- Advanced reporting and analytics for performance insights
- SLA management to maintain service reliability and compliance
- Scalable architecture suitable for small teams and large enterprises
These benefits help organizations improve service quality, reduce downtime, control costs, and increase IT productivity.
How to Use Freshservice
To get started, configure your IT service desk by setting up agent accounts, defining service categories, and customizing workflows to match your support processes. Next, enable the self-service portal and knowledge base so users can submit tickets and find solutions independently.
Automation rules can be created to route tickets, escalate high-priority incidents, and notify stakeholders automatically. Asset management features allow you to track IT hardware and software throughout their lifecycle.
Agents manage tickets through real-time dashboards, efficiently handling incidents, problems, and changes. Reporting tools provide insights into service metrics and highlight areas for improvement. Integrations with collaboration and business applications further streamline issue resolution and communication.
Key Features of Freshservice
- Incident, problem, and change management aligned with ITIL practices
- AI-powered automation and virtual agents (Freddy AI)
- IT asset management with discovery tools and CMDB
- Service catalog and self-service portal
- Knowledge management system
- SLA monitoring and performance tracking
- Workflow automation and orchestration
- Advanced analytics and customizable dashboards
- Mobile app for on-the-go ticket management
These features enable IT teams to manage services proactively and scale operations efficiently.
What Makes Freshservice Different?
Freshservice combines enterprise-grade ITSM functionality with a clean, intuitive interface. Unlike basic help desk tools, it offers a comprehensive suite—including asset management, change control, service catalog, and problem tracking-within one cohesive platform.
Its built-in AI capabilities assist with ticket resolution, intelligent suggestions, and automated workflows, reducing response times and improving efficiency. Additionally, Freshservice supports Enterprise Service Management (ESM), allowing departments like HR, Finance, and Facilities to manage internal service requests on the same platform.
The system emphasizes quick deployment and minimal setup complexity, helping teams deliver value faster. Flexible integrations and customizable workflows allow organizations to tailor the platform to specific business needs.
Who Can Benefit from Freshservice?
Freshservice is suitable for IT teams of all sizes seeking to modernize service delivery.
- Small IT Teams can automate routine tasks and improve responsiveness.
- Large Enterprises can scale processes with advanced workflows and analytics.
- Service Managers gain visibility into KPIs for data-driven decisions.
- Non-IT Departments like HR, Legal, and Facilities can manage internal service requests through the same system.
Organizations pursuing digital transformation or aiming to enhance employee experience benefit greatly from Freshservice’s AI-powered automation and intuitive self-service capabilities.
Is Freshservice Easy to Use?
Yes, Freshservice is built for usability. Its clean interface and structured navigation make IT service management accessible for users with varying technical expertise. Guided setup processes help configure workflows, categories, and data imports without requiring advanced skills.
The drag-and-drop workflow builder allows automation without coding, and agents can manage tasks from a centralized dashboard. The modern self-service portal simplifies ticket submission for end users, while mobile access enhances flexibility for IT teams. Although advanced customization may involve a learning curve, most core features are easy to implement and use.
What Support Does Freshservice Offer?
Freshservice provides multiple support options to ensure smooth implementation and ongoing success. Users can access a comprehensive knowledge base, tutorials, and best-practice documentation. Support channels such as email, phone, and live chat are available depending on the subscription tier.
Higher-tier plans may include priority support and dedicated customer success managers. Community forums offer peer assistance, and regular platform updates introduce new features and improvements.
With structured onboarding resources and continuous enhancements, Freshservice ensures organizations maximize the value of their ITSM investment while maintaining efficient day-to-day operations.
Key Features & Specifications
- Incident Management
- Knowledge Base
- Self Service Portal
- Reporting (Analytics)
- Contract Management
- Release Management
- Workflow Automation
- Product/Service Catalog
- CMDB
- Vendor Management
- Time Tracking
- Project Management
- IT Asset Management
- Service Level Agreement (SLA) Management
- Asset Management
- Change Management
- Problem Management
- Collaboration
- Knowledge Management
- Access Controls/Permissions
Freshservice Video
Alternative
More Alternative
ManageEngine ServiceDesk Plus
Design, automate, deliver, and manage critical IT and business services
Keka HR Payroll Platform Screenshots
User Reviews
WRITE A REVIEW
What do you like best?
The functionality of the software that exists is fairly user friendly and uptime has been very good.
What do you dislike?
I have had a ticket open for 6 months with no progress and all I have been getting is a run around. The API is broken and I keep being told that my request is a 'feature request'. I want it to work; working is not a feature request.
I have also been asking about a particular feature -- project time tracking and reporting for more than 3 years and there has been no progress, no roadmap and no communication from support.
Recommendations to others considering the product:
You will not find a more user-friendly and feature rich product.
What problems are you solving with the product? What benefits have you realized?
FreshService acts as our ticketing system as well as other ITIL functionalities.
What do you like best?
Freshservice usually works well. You can create some custom flows and requests using the system.
What do you dislike?
Freshservice is much less customizable than it would appear. While you can create custom fields, it is difficult to use them in an automated workflow. Also, the workflow/products are quite rigid in terms of what you can and cannot do. There are some bugs where it will pick up incorrect information to associate tickets submitted via email. These have been reported to support with no resolution.
Last, their support is very unhelpful.
Recommendations to others considering the product
Make sure you can use one of their pre-build solutions without much customization.
What business problems are you solving with the product? What benefits have you realized?
Easy to use ticketing system that is cost effective.
Could not be more unhappy with this company/system. We invested in the Garden model, which as a startup company was quite a lot of money for us. The service desk will not send emails or replies to our customer emails. We have been trying for many days to get help from Fresh Service and nobody will fix it and nobody is answering our requests. It's terrible service and I wish we had gone to another vendor instead of paying for a year up front to get a product which does not work, and no support.
Okay product, terrible support. They're very good at screwing up accounts during initial setup. Like another comment below, we ended up with two. Built a long ticket history over a couple of years despite fighting with their renewals department last year. They provide no notice when an account is going to expire and no way to renew easily once locked out without notice. Support? What support? Perhaps their ticket system is down. This company is a joke. Won't be around much longer. If you are serious Enterprise in need of a genuine ticket system with account representation that is not off shored to unresponsive fools, look elsewhere. In my 20+ years in IT I have never seen a company that wants repeat business less. Go to Zendesk, anywhere but Freshservice/Freshworks or whatever the hell they're calling themselves this year. As much of a hassle as it will be, and our lost ticket and resolution history I am glad we won't be giving this company any more money. Die already.
Okay product, terrible support. They're very good at screwing up accounts during initial setup. Like another comment below, we ended up with two. Built a long ticket history over a couple of years despite fighting with their renewals department last year. They provide no notice when an account is going to expire and no way to renew easily once locked out without notice. Support? What support? Perhaps their ticket system is down. This company is a joke. Won't be around much longer. If you are serious Enterprise in need of a genuine ticket system with account representation that is not off shored to unresponsive fools, look elsewhere. In my 20+ years in IT I have never seen a company that wants repeat business less. Go to Zendesk, anywhere but Freshservice/Freshworks or whatever the hell they're calling themselves this year. As much of a hassle as it will be, and our lost ticket and resolution history I am glad we won't be giving this company any more money. Die already.
Keka HR Payroll Platform Key Clients
.png "Chargebee")
Frequently asked questions
Everything you need to know about discovering, comparing, and choosing the right AI software for your business.
Freshservice has 4 plans,
- Starter USD 15.36 /agent /month, billed annually
- Growth USD 39.51 /agent /month, billed annually
- Pro USD 80.14 /agent /month, billed annually
- Enterprise USD 0.00 Get a quote tailored to your needs
Freshservice is the IT Service Management (ITSM) Software used for the below functionalities.
Top 5 Freshservice features
- Incident Management
- Knowledge Base
- Self Service Portal
- Reporting (Analytics)
- Contract Management
Freshservice provides Phone,Email,Live Chat,Online (Ticket),Business Hours support.
Freshservice is allowed 0 Days Free Trial.
Freshservice provides Help Guides,Video Guides,Blogs for the software training.
Need Help Selecting
the Right AI Solution?
Speak with our team for tailored recommendations and insights to accelerate your AI adoption.
