Freshservice
Freshservice is a cloud-based IT service management platform from Freshworks that helps organizations manage IT support, incidents, assets, changes, and service requests through a modern service desk. It serves mid-market and enterprise customers across industries, offering subscription-based SaaS modules for ITSM, IT operations, and employee service management. Revenue is generated via tiered per-agent and per-usage licensing plans.
- IT Consulting & Implementation
- Workflow Automation
- Knowledge Management & Collaboration
- Revenue
- $180.0M
- Employees
- 900
- Founded
- 2010
- Headquarters
- San Mateo, United States of America
What 11 Arbolus experts think of Freshservice
NPS scores range from 6 to 10, indicating a majority of neutral to positive sentiment, with some detractors. 66% of experts express intentions to renew, 17% are not sure, and 33% do not intend to renew. Long-term, high-spend users report higher satisfaction, particularly with Freshservice’s efficiency, structure, and automation. Key themes include strong ease of rollout and operational benefits, offset by persistent churn risk due to integration and admin effort concerns. Overall Customer Sentiment: Positive
Who reviewed Freshservice
- C-Suite 44% (5)
- Director 44% (5)
- Manager 11% (1)
Employer names and spend open in the full report, along with the other 8 customers.
Everything 11 customers told us about Freshservice.
Employer names, spend, renewal intent and every written answer behind the numbers on this page.
Sentiment
9 Net Promoter Score, from 11 scored reviews- Promoters 3
- Passives 6
- Detractors 2
Cumulative NPS by month
+0 over 4 months- May 8
- Jun 8
- Jul 7
- Aug 8
Net Promoter Score across 7 reviews, accumulated up to each month. Category median 15 across 7 companies.
Praised
- Use Case Expansion Beyond Support
- Expand Automation and AI
- Broader Module Adoption
- Operational Efficiency
Criticised
- Not Mission-Critical
- Price Sensitivity
- Switch Risk Due to Admin Overhead
- Integration and Workflow Limitations
What customers say
Renewal intent
Plan to renew 60%Plan to renew, by seniority
- 100% 3 answers
- 75% 4 answers
- 0% 1 answer
- 0% 2 answers
- 7.8/10 Average score from customers who will renew
- 7.5/10 Average score from undecided customers
- 6.5/10 Average score from customers not renewing
Top alternatives
Most weighed by Freshservice customers
Report
More in Workplace & Productivity and ERP Software
Other companies in both categories with a customer report.
For people who use Freshservice
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