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FreshService Alternatives for Help & Service Desk Software Solution!

best freshservice alternatives

Marc Wilson

A Help and Service Desk are some of the most critical resources of any business.

These are the areas where customers or end-users interact with the company and get information and support related to the company’s product or service.

With the right help desk solution, customer satisfaction can be guaranteed.

A chat, self-service portal, or quick agent response can be simple aspects that build good customer relationships.

Freshservice provides most of this kind of support, but also lacks other functionalities.

In this article, we’ll review some of the best Freshservice alternatives.

FreshService

What is FreshService?

FreshService is a robust cloud-based IT service desk solution.

It helps organizations provide customer or employee support and information related to IT operations.

The software comes with features such as a ticketing system, a comprehensive knowledge-base, a self-service portal, service catalogs, and more.

The FreshService solution is built with core functionalities that are ITIL-ready, to help the IT manager with the assets, incident, and change/release management.

Although the help desk and the service management software were designed for IT, they can also be used effectively for non-IT related services.

Overview of ITIL Processes

Freshservice can be integrated with lots of third-party applications such as Jira, PagerDuty, Google Apps, GSuite, Zapier, Dropbox, AWS, and more.

These integrations allow users to add more functionality to their IT service desk and automate specific workflows.

The solution also comes with a Workflow Automator, that allows you to automate monotonous tasks such as ticket assignment, follow-up approvals, ticket rerouting, and more.

When users want to open tickets, they can do it from multiple channels, such as email, chat, phone, or the self-service portal.

Below is a picture of the self-service portal.

Acme

The FreshService help desk solution also provides a mobile app for iOS and Android.

This app allows IT admins to manage service requests remotely and on the move.

Freshservice is available on an annual or monthly subscription basis.

You can purchase the product through four different editions, Blossom ($29 /agent/month), Garden ($58 /agent/month), Estate($87 /agent/month), and Forest ($85 /agent/month).

Freshservice Pros and Cons

Pros:

  • The user interface is intuitive and requires little training.
  • The software operates via several channels.
  • Powerful automation capabilities.
  • Additional incident and asset management.
  • The 24/7 self-service portal.
  • Integration with more than 100 third-party apps.

Cons:

  • The help desk is designed for SMB, and it is not scalable for enterprises. Some enterprise-grade features and integrations are missing.
  • The price might be a bit higher for its competition. Some SMBs find the tool robust and flexible but are turn down because of licensing and price.

You can test Freshservice through a 21-day free trial. Sign up for free and start testing their service.

Or you can check the following best Freshservice alternatives that also offer free trials.

Here's the Best FreshService Alternatives of 2020:

1. SolarWinds Service Desk

SolarWinds Service Desk is a multi-tenant SaaS-based IT service management (ITSM) and a help desk solution.

It is ITIL-based and ready for any IT environment. It is fully integrated with asset and service management.

Its most important characteristics are its incident management consolidation, change/release control, and ticketing platform.

The solution also comes with customizable automation that allows asset discovery, ticket routing, automatic workflows, and notifications.

The SolarWinds Service Desk software allows your customers or employees to open the ticket requests from multiple channels.

They can submit tickets via email, phone calls, and the self-service portal.

Key Features:

  • Versatile customization and automation features and capabilities
  • Service catalog
  • ITIL ready
  • Comprehensive knowledge-base
  • Integration with over 200 applications

integrations

Price:

FREE TRIAL AVAILABLE!

The software comes in three different editions, Team ($20.00), Business ($40.00), and Professional ($70.00). For more information, get a quote.

Download:

Download a fully-functional 30-days SolarWinds Service Desk free trial.

 

2. SolarWinds Web Help Desk

SolarWinds Web Help Desk

SolarWinds Web Help Desk is web-based ticketing and IT asset management software. It provides ticket lifecycle management from request to resolution.

An essential feature of this solution is its ticketing automation capabilities, which allow automatic ticket creation, assignment, routing, and escalation.

The software also provides hardware and software asset management.

With SolarWinds Web Help Desk, you can automatically discover, manage, and report on asset inventory. Another automation feature is its workflow automation, which allows you to regulate and manage change requests easily.

Key Features:

  • End-user self-service with robust knowledgebase.
  • Customizable built-in reports and dashboards.
  • Create performance and SLA compliance reports.
  • Keeps track of customer satisfaction.

Price:

FREE VERSION AND TRIAL AVAILABLE!

SolarWinds offers Web Help Desk through two types of licenses, the 100% Free and Commercial versions.

The commercial license starts at $630 USD (for one technician and unlimited end-users). For more information on prices, get a quote.

Download:

Download a fully-functional 14-days SolarWinds Web Help Desk free trial. Or download the 100% free version.

 

3. Jira Service Desk

Jira Service Desk

Jira Service Desk is a popular IT service desk and ticketing system.

It includes out-of-the-box ITIL processes to help IT teams manage, track, and resolve IT issues faster.

The software also comes with a self-service portal that allows employees or customers to submit and track their help requests.

The support teams can track these queues of help requests and solve them faster.

The service request system is easy to use and can keep support agents on top of issues.

It can send notifications to the support agents, link tickets together, and associate them with larger projects.

Key Features:

  • Multi-channel ticketing system. Submit tickets via the self-service portal, email, or even an embeddable widget.
  • Robust documentation and knowledgebase.
  • Expand the Service Desk with over 550 apps found in the Atlassian Marketplace.
  • Automation of repetitive tasks.

Price:

Freemium Available!

Jira Service Desk comes in three different editions, Free (for up to 3 agents), Standard ($20t/month/agent for up to 5000 agents) and Premium ($40/month/agent for up to 5000 agents).

Download:

Download the Jira Service Desk free version by signing up, or get a 7-day free cloud trial of Standard and Premium editions.

 

4. Spiceworks Help Desk

Spiceworks Help Desk

The Spiceworks Help Desk is a 100% free cloud-based IT help desk and ticket management tool.

It is built by and for IT professionals and is fully supported by ads.

The software is free and still offers an unlimited ticket service system, and it even comes with support from the community.

You can deploy the Spiceworks Help Desk on the cloud or in your on-premises infrastructure.

The software comes with ticket management, alerts, a self-service portal, email integration, IT asset management, and more.

You can also generate reports of the ticket updates and their priority.

Key Features:

  • Help Desk mobile app.
  • Multi-channel ticket submission.
  • Self-service user portal.
  • 150+ Add‐on Apps.
  • Active Directory support.

Price:

100% free, including support.

Download:

Sign in to Spiceworks and get free access.

 

5. SysAid

SysAid

SysAid is a cloud-based, all-in-one solution that integrates help desk, service desk, and ITSM.

It comes with an ITIL-ready best practices framework that allows managers to handle incidents and improve the efficiency of IT operations.

With SysAid help desk solution, managers can assign tickets, set routing and escalation rules, priorities, manage IT assets, configure automatic notifications, and more.

The help desk comes with a self-service portal that allows users to submit their service requests.

Key Features:

  • Customer and employee self-service portal.
  • Robust documentation and knowledge-base.
  • IT asset management with automatic discovery.
  • Automation and service orchestration with hundreds of apps.

Price:

SysAid comes in three different editions, Basic (includes help desk, ticketing, and asset management), Full (includes ITSM), and A-La-Carte (every feature is priced separately).

For more information, get a quote.

Download:

Download a 30-days Help Desk free trial.

 

6. BMC Helix ITSM

BMC Helix ITSM

BMC Helix is an ITSM solution powered by cognitive automation technologies.

Cognitive service management is enabled by automation, AI, and ML, and can provide a higher level of efficiency and productivity.

The software can perform proactive and predictive tasks that help you automate repetitive help desk functions.

It also offers virtual agents and chatbots to work on L1 tickets to proactively improve the efficiency of the service.

With the BMC Helix ITSM, users can interact with the system and submit their tickets through email, mobile, and even social media, such as Facebook or Twitter.

The service can be reached through multiple channels.

Features:

  • Run proactive and predictive tasks.
  • Virtual agents and chatbots.
  • ITIL-aligned processes
  • Useful reports and visualizations.
  • Multi-cloud and multi-device (IoT).

Price:

For more information on pricing, get a quote.

Download:

Sign up to start a free BMC Helix trial.

 

7. RescueAssist

Rescue Assist

RescueAssist, formerly GoToAssist Remote Support, is a cloud-based remote support solution.

The tool is designed for IT support teams and customer support companies to help resolve problems with the help of screen sharing, full desktop remote control, and other tools.

RescueAssist is agent-based. It works through a plugin that users can quickly start by opening a session from the browser.

The support agent can connect to the customer’s computer with granted permission through a given connection code or URL link.

The software also includes incident management through ticket routing, prioritization, notifications, and an extensive knowledge-base.

Key Features:

  • Live remote end-user support.
  • Mobile device remote support.
  • integration of support, chat, and diagnostic tools
  • Two-way screen sharing and file transfer.
  • In-session chat.
  • Control unattended computers.
  • Reporting and dashboards.

Price:

The service can be purchased on an annual basis for $55/agent/month or every month for $69/agent/month.

Download:

Sign up to start a RescueAssist 7-day free trial.

 

8. Ivanti Service Manager

Ivanti Service Manager

Ivanti Service Manager is an all-in-one cloud-based ITSM, help desk, and support ticket solution.

The software is based on advanced ITIL service management processes to help improve IT-related problem-solving.

The software can run on the cloud, on-premise, or in any hybrid environment.

The Help Desk solution lets you streamline the help ticket processes. It provides a multi-channel incident management system, where users can create tickets from email, web, social media, phone, or chat. It also offers self-service, a knowledge-base, and additional automated workflows.

Key Features: 

  • Incident management.
  • Self-service and knowledgebase.
  • Voice automation.
  • Configuration, change, and SLA management.

Price:

Request a price quote.

Download:

Ivanti does not offer a free Service Manager trial. You can only request a free demo.

 

Conclusion

Keep in mind that Freshservice has excellent features for help desk and service management, specifically for IT operations in SMBs.

It is based on ITIL service management processes, which guarantees service delivery.

Although Freshservice can scale up to large organizations, its advanced functionalities can get expensive. And growing your help desk can get complicated.

Most of the Freshservice alternatives showed here, also offer out-of-the-box ITIL processes and follow the best practices.

If you are expecting to scale, solutions like SolarWinds Service Desk, Jira Service Desk, and SysAid have great flexibility when it comes to licensing and features.

All of them offer free trials, and some of them even offer 100% software.