This independent review is part of our Self Service Market Review.
- Cased Dimensions
- Cherwell Service Management
- LANDESK (best in class)
|Date of version Release||January 2015|
|Pricing Structure||Per agent and per number of assets.|
|Elevator Pitch||This is a good product aimed at the SMB and mid-market primarily, with a lot of basic ITSM functionality at a relatively low cost.|
|Industry areas||Small to medium business, internal IT.|
|Unique points||The gamification capability is very straightforward, looks good and is simple to use. Also their general ITSM approach and UX is quite straightforward.|
|Target market||SME, SMB, Medium and small enterprise.|
|Solutions/ issues solved||Simple OOTB implementation and low cost.|
|Overall view||Freshservice have gained a lot of customers in a relatively short space of time, and are working hard to get the product up to a good broad level of ITSM capability.
They may also take more customers from larger legacy vendors when clients switching to cloud and looking for simple solutions at low cost.
A good option for low cost basic functionality with some excellent features – e.g. Gamification.
The Self Service Capability is functional if limited OOTB. This may be sufficient for the (Target) SME market.
Freshservice is an online ITIL service desk with a fresh twist. It puts a refreshing user experience on top of powerful ticketing and asset management capabilities, and is the most user-friendly app in the space. In addition to core functionalities like Incident, Problem, Change, Release and Asset Management, Freshservice also lets you put your knowledge base on the cloud.