Websites using Freshservice

Okay, let s break down Freshservice, including its overview, revenue, alternatives, pricing, and customer care.

Freshservice: Overview

• What it is: Freshservice is a cloud-based IT service management (ITSM) and IT help desk solution. It s designed to help organizations streamline their IT operations, improve employee experience, and deliver efficient IT support. It s part of the Freshworks suite of products.

• Key Features:

  • Incident Management: Tracks, prioritizes, and resolves IT incidents (e.g., broken laptops, software issues).
  • Problem Management: Identifies and resolves the root causes of recurring incidents to prevent future disruptions.
  • Change Management: Manages IT changes in a controlled and structured manner to minimize risk.
  • Asset Management: Tracks IT assets (hardware, software, licenses) throughout their lifecycle.
  • Service Catalog: Provides a self-service portal where employees can request IT services and access knowledge base articles.
  • Knowledge Base: Stores articles, FAQs, and other information to help users resolve issues themselves.
  • Automation: Automates repetitive tasks to improve efficiency and reduce manual effort.
  • Reporting and Analytics: Provides insights into IT performance and trends.
  • Project Management: Helps manage IT-related projects.
  • Integrations: Connects with other business applications (e.g., CRM, collaboration tools).
  • Self-Service Portal: Empowers users to find answers and request help independently.

• Target Audience: Freshservice targets businesses of all sizes, from small businesses to large enterprises. It s particularly popular among organizations looking for a modern, user-friendly, and affordable ITSM solution.

Revenue

As Freshservice is part of Freshworks, its revenue is not reported separately. However, Freshworks reports the company s overall revenue.

• Freshworks reported revenue of $596.4 million in FY2022, a growth of 48% year-over-year.
• Freshworks reported revenue of $700.6 million in FY2023, a growth of 17.5% year-over-year.

Freshservice is one of the major revenue generators for Freshworks.

Alternatives to Freshservice

The ITSM market is competitive. Here are some of the main alternatives to Freshservice:

• ServiceNow: The dominant player in the enterprise ITSM space. It s a powerful platform with a wide range of capabilities, but can be more complex and expensive than Freshservice.
• Jira Service Management (formerly Jira Service Desk): A popular option, especially for organizations that already use Jira for software development. It s known for its integration with Atlassian s ecosystem.
• Zendesk: Primarily known for its customer service platform, but also offers ITSM capabilities. A good option for businesses that want a unified solution for both customer and employee support.
• SolarWinds Service Desk: Offers a range of IT management tools, including ITSM.
• Ivanti Service Management: Comprehensive platform geared towards larger enterprises.
• HaloITSM: A comprehensive and flexible ITSM solution that caters to a wide range of businesses.
• ManageEngine ServiceDesk Plus: Another long-standing player in the market, offering a variety of features and pricing options.
• Spiceworks: A free (ad-supported) ITSM solution, suitable for very small businesses with basic needs.

Factors to Consider When Choosing an Alternative:

• Size and Complexity of Your Organization: Larger, more complex organizations often need more robust features.
• Budget: Pricing varies significantly among ITSM solutions.
• Integration Requirements: Consider how well the solution integrates with your existing tools.
• Ease of Use: A user-friendly interface can improve adoption and productivity.
• Specific Needs: Identify the specific ITSM capabilities that are most important to your organization (e.g., asset management, change management).

Pricing

Freshservice offers a tiered pricing structure, with different plans that include varying features and support levels. Here s a general overview (accurate as of October 2024, but always check the Freshservice website for the most up-to-date pricing):

• Free Plan: A limited free plan is available for very small teams with basic requirements.
• Growth Plan: Starting at $29/agent/month, billed annually. Includes core ITSM features like incident management, knowledge base, and reporting.
• Pro Plan: Starting at $59/agent/month, billed annually. Adds more advanced features like change management, asset management, and automation.
• Enterprise Plan: Starting at $99/agent/month, billed annually. Includes the most comprehensive set of features, such as multi-department support, advanced analytics, and sandbox environment.

Important Notes About Pricing:

• Pricing is per agent per month: An agent is a user who can resolve tickets (e.g., IT support staff).
• Annual vs. Monthly Billing: Annual billing is typically cheaper than monthly billing.
• Feature Availability: The features available vary depending on the plan.
• Add-ons: Additional features or services may be available as add-ons for an extra cost.

Always get a quote directly from Freshservice or a Freshworks sales representative to get accurate pricing based on your specific needs and requirements.

Customer Care Details

Freshworks, and by extension Freshservice, provides several avenues for customer support:

• 24/7 Support: Freshservice generally offers 24/7 support via email and phone, depending on the plan you are subscribed to. Lower-tier plans might have more limited support hours.
• Email Support: You can submit support requests via email.
• Phone Support: Phone support is available for higher-tier plans.
• Knowledge Base: Freshservice has a comprehensive knowledge base with articles, FAQs, and troubleshooting guides. This is often the first place to look for answers to common questions.
• Community Forums: The Freshworks community forums provide a place to ask questions, share knowledge, and connect with other users and Freshworks staff.
• Chat Support: Live chat support may be available on their website or within the Freshservice application. This can be a quick way to get assistance.
• Training and Documentation: Freshworks offers training resources and documentation to help users learn how to use Freshservice effectively.
• Dedicated Account Managers: For larger customers, Freshworks may provide a dedicated account manager who can provide personalized support and guidance.

How to Find Customer Care Contact Information:

1. Freshservice Website: Go to the Freshservice website (https://www.freshworks.com/freshservice-it-service-management/).
2. Support Section: Look for a Support, Help, or Contact Us section. This is typically located in the footer of the website.
3. Freshworks Website: If you can t find the details on the Freshservice website, visit the main Freshworks website (https://www.freshworks.com/).
4. Within the Application: Once logged into Freshservice, there is usually a Help or question mark icon that gives you access to the support resources.

In summary, Freshservice is a popular and well-regarded ITSM solution that offers a wide range of features at a competitive price. However, it s important to carefully evaluate your needs and compare it to other alternatives before making a decision.