Freshservice Overview

Freshservice offers AI-powered IT service management that is both intelligent and easy to use. Designed for enterprise-level operations, it minimizes complexity.

Use Cases

Customers recommend Helpdesk Management, Knowledge Management, Workflow Management, as the business use cases that they have been most satisfied with while using Freshservice.

Other use cases:

  • Engagement Management
  • Customer Feedback Management
  • Communication Management
  • Collaboration
  • Sales Document Management
  • Training & Onboarding
  • Social Media Management
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Business Priorities

Enhance Customer Relationships and Acquire Customers are the most popular business priorities that customers and associates have achieved using Freshservice.

Other priorities:

  • Improve Internal Communications
  • Scale Best Practices
  • Improve Efficiency
  • Improve ROI
  • Improve Consistency
  • Improve Visibility
  • Increase Sales & Revenue
  • Improve Digital And Social Presence
  • Launch New Products
  • Shorten Ramp Up Time
  • Enter New Markets Internationally Or Locally
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Freshservice Use-Cases and Business Priorities: Customer Satisfaction Data

Freshservice works with different mediums / channels such as User Generated Content. and Blogs.

Freshservice's features include Ticketing, Dashboard, Alerts: Popups & Notifications, etc. and Freshservice support capabilities include Phone Support, Chat Support, Email Support, etc. also Freshservice analytics capabilities include Analytics, and Custom Reports.

Reviews

"It’s great that all our suggestions and requests for tweaks in the tool have been welcomed by Freshservice and they’ve been making those changes as well. It’s really good for the future." - Ray Wise

Freshservice, Cayzu Help Desk, Agiloft Contract Management Suite, Vision Helpdesk, LiveAgent, etc., all belong to a category of solutions that help Help Desk. Each of them excels in different abilities. Therefore, determining the best platform for your business will depend on your specific needs and requirements.

Popular Business Setting

for Freshservice

Top Industries

  • Information Technology and Services
  • Computer Software
  • Education

Popular in

  • Small Business
  • Mid Market
  • Enterprise

Freshservice is popular in Information Technology And Services, Computer Software, and Education and is widely used by Small Business, Mid Market, and Enterprise.

Comprehensive Insights on Freshservice Use Cases

What benefits does Freshservice offer for Helpdesk Management?

How does Freshservice address your Knowledge Management Challenges?

How can Freshservice optimize your Workflow Management Workflow?

What solutions does Freshservice provide for Engagement Management?

What Are the key features of Freshservice for Customer Feedback Management?

58+ more Business Use Cases

11 buyers and buying teams have used Cuspera to assess how well Freshservice solved their Help Desk needs. Cuspera uses 15911 insights from these buyers along with peer reviews, customer case studies, testimonials, expert blogs and vendor provided installation data to help you assess the fit for your specific Help Desk needs.

Customer Testimonials

CUSTOMERS TESTIMONIALS
Freshservice testimonial

Ray Wise

Helpdesk Supervisor

Addison Lee

It’s great that all our suggestions and requests for tweaks in the tool have been welcomed by Freshservice and they’ve been making those changes as well. It’s really good for the future. Testimonial By Ray Wise
Freshservice testimonial

Niv Liran

Chief Product Officer

AUTO1 Group

Freshworks products are the perfect complement to our back-office management tools. We’ve been relying on Freshworks tools for more than 3 years to provide integrated mission-critical solutions to AUTO1 Group’s customer and dealer service departments, as well as internally. In addition to outstandi...ng products, Freshworks also offers excellent service and high level customer-success support, which makes them our Tier-1 solution for smart and efficient customer engagement cloud solution

Testimonial By Niv Liran
Freshservice testimonial

Craig Bell

IT Service Director

Cordant group

I was surprised at the speed of implementation, Freshservice was available the next day and ready to use in under a week. Testimonial By Craig Bell
CUSTOMERS TESTIMONIALS
Freshservice testimonial

Ray Wise

Helpdesk Supervisor

Addison Lee

It’s great that all our suggestions and requests for tweaks in the tool have been welcomed by Freshservice and they’ve been making those changes as well. It’s really good for the future. Testimonial By Ray Wise
Freshservice testimonial

Niv Liran

Chief Product Officer

AUTO1 Group

Freshworks products are the perfect complement to our back-office management tools. We’ve been relying on Freshworks tools for more than 3 years to provide integrated mission-critical solutions to AUTO1 Group’s customer and dealer service departments, as well as internally. In addition to outstandi...ng products, Freshworks also offers excellent service and high level customer-success support, which makes them our Tier-1 solution for smart and efficient customer engagement cloud solution

Testimonial By Niv Liran
Freshservice testimonial

Craig Bell

IT Service Director

Cordant group

I was surprised at the speed of implementation, Freshservice was available the next day and ready to use in under a week. Testimonial By Craig Bell

Case Studies

Human Resources

Case Study Cordant Group

Cordant Group achieves a 96% customer satisfaction rating with Freshservice

Education

Case Study Judson University

Judson University sees a 250% increase in first call resolution with Freshservice.

Food & Beverages

CASE STUDY HelloFresh

HelloFresh improved supply chain response and team collaboration using Freshservice, leading to enhanced data availability and operational efficiency.

Construction

Case Study Swinerton

Freshservice has changed the way Swinerton’s teams function and improved their work-life as well as their performance.

Transportation/Trucking/Railroad

Case Study Aramex

Aramex improves agent productivity by 50% with Freshservice to foster a culture of innovation

Marketing and Advertising

Case Study M&C Saatchi

M&C Saatchi IT Department achieves 97.9% Excellent Customer Satisfaction with Freshservice

Frequently Asked Questions(FAQ)

for Freshservice

What is Freshservice?

Freshservice is a Service Management solution that acts as a force multiplier, helping businesses of all sizes achieve efficiency, effectiveness, and greater ROI.

Freshservice achieves greater efficiencies with AI and automation, empower employees with a consumer-grade user experience in the channel of choice, whether MS Teams, Slack, or with the Freshservice chatbot. It also provides a rich API for custom integration, automated workflows, smart analytics, ecosystem partner solutions, and hundreds of marketplace Apps, and so on.

Its features include track, prioritize, assign, and automate resolution processes to drive service desk efficiency, easily resolve tickets based on priorities, and automate escalation rules to communicate about SLA violations, improve productivity, prioritize, categorize, assign and close tickets, send for approvals, and notify agents and users automatically and many more.

What is Freshservice used for?

Freshservice is a Help Desk Software mainly used by its customers to Enhance Customer Relationships and Acquire Customers by Helpdesk Management, Knowledge Management and Workflow Management .

What are the top features of Freshservice?

Ticketing, Dashboard and Alerts: popups & Notifications are some of the top features of Freshservice.

Who uses Freshservice?

Freshservice is used by Information Technology And Services, Computer Software and Education among other industries.

What are Freshservice alternatives?

Cayzu Help Desk, Agiloft Contract Management Suite, Vision Helpdesk and LiveAgent are popular alternatives for Freshservice.

Where is Freshservice located?

Freshservice is headquartered at 2950 S. Delaware Street, Suite 201, San Mateo CA 94403.
lightning

Peers used Freshservice for helpdesk management and knowledge management

Freshservice Features

  • Low
  • Medium
  • High
FEATURE RATINGS AND REVIEWS
AI Powered

2.37/5

Read Reviews (14)
Analytics

3.73/5

Read Reviews (178)
Custom Reports

3.05/5

Read Reviews (1638)
CAPABILITIES RATINGS AND REVIEWS
AI Powered

2.37/5

Read Reviews (14)
Analytics

3.73/5

Read Reviews (178)
Custom Reports

3.05/5

Read Reviews (1638)

Software Failure Risk Guidance

?

for Freshservice

Overall Risk Meter

Low Medium High

Top Failure Risks for Freshservice

Freshworks Inc News

Product

Freshworks bets on agentic AI to drive enterprise growth in 2025

Freshworks is investing in agentic AI to accelerate enterprise growth in 2025. The company is integrating advanced agentic AI capabilities across its customer service and IT service management platforms, including Freshdesk and Freshservice. These enhancements automate complex workflows, enable multi-step task execution, and deliver more personalized customer and employee experiences. By leveraging generative AI, Freshworks aims to boost business efficiency and help enterprises scale operations with intelligent automation.

Financial

Freshworks Reports First Quarter 2025 Results

Freshworks Inc. announced its first quarter 2025 financial results, reporting a 19% year-over-year revenue increase to $196.3 million. The company achieved a 30% operating cash flow margin and a 28% adjusted free cash flow margin. Non-GAAP income from operations rose to $46.4 million, highlighting continued demand for Freshworks' AI-driven customer and employee service solutions.

Partnership

Freshworks and Unisys Join Forces to Transform IT Service Management for Mid - Market and Enterprise Companies

Freshworks and Unisys have partnered to enhance IT service management solutions for mid-market and enterprise companies.

Partnership

Freshworks announce partnership with Unisys - The Hindu BusinessLine

Freshworks has announced a partnership with Unisys.

Freshworks Inc Profile

Company Name

Freshworks Inc

Company Website

https://www.freshworks.com/

Year Founded

2010

HQ Location

2950 S. Delaware Street, Suite 201, San Mateo CA 94403

Employees

1001-5000

Social

Financials

SERIES H