Freshservice

Basic Information

Freshworks Freshservice is a cloud-native IT Service Management (ITSM) solution designed to streamline IT operations and enhance employee experiences. It operates as a Software-as-a-Service (SaaS) platform, meaning it is continuously updated rather than having distinct model or version releases.

• Model/Version: Cloud-native, continuously updated SaaS platform.
• Release Date: Continuous deployment model; no single release date.
• Minimum Requirements:
  • Web Application: Requires modern web browsers (latest two versions of Chrome, Firefox, Safari, Microsoft Edge).
  • Mobile Applications: iOS 10 and higher, Android 7.1.1 and higher.
  • Discovery Agent:
    • Windows 7, 8, 8.1, 10, 11; Windows Server 2008, 2008 R2, 2012, 2012 R2, 2016, 2019, 2022. Requires Microsoft .NET 4.6 or higher.
    • macOS Catalina (10.15), BigSur 11.3.1 (M1 compatible), Monterey (12.0.1 on M1), Ventura, Sonoma. Requires Rosetta for Apple Silicon devices.
    • Linux (e.g., Ubuntu 20.04). Requires Python 3.8 or above.
  • Orchestration Server: Windows Server 2016, 2019. Requires .NET Framework 4.6, 4.7, or 4.8.
• Supported Operating Systems: Broad support across major desktop and mobile operating systems via web and dedicated apps/agents.
• Latest Stable Version: As a SaaS product, it maintains a continuously updated stable version.
• End of Support Date: Support is ongoing as part of the subscription model.
• End of Life Date: Not applicable for a continuously evolving SaaS platform.
• License Type: Subscription-based, primarily per-agent pricing (Starter, Growth, Pro, Enterprise plans). Also supports various software license types for asset management, including Volume, Enterprise, Trial, Open Source, and Free licenses.
• Deployment Model: Cloud-based (SaaS).

Analysis of Basic Information

Freshservice's cloud-native, SaaS deployment model ensures continuous updates and eliminates the need for traditional version management or end-of-life concerns for the core platform. Its licensing is agent-based, offering scalability for businesses of various sizes. The platform supports a wide range of operating systems for its web interface, mobile applications, and optional on-premise components like Discovery Agents and Orchestration Servers, providing flexibility for diverse IT environments.

Technical Requirements

Freshservice's technical requirements vary depending on the component being utilized, from web-based access to optional on-premise agents and servers.

• RAM:
  • Orchestration Server: 8GB or more.
  • General Workstation (for web access): 8GB or higher recommended (based on similar Freshworks products).
• Processor:
  • Orchestration Server: 4 cores.
  • General Workstation (for web access): 4 core CPU or higher recommended (based on similar Freshworks products).
• Storage:
  • Orchestration Server: 10 GB of free space.
  • Discovery Agent: Minimal, as it primarily collects and transmits data.
• Display: 1280 x 1024 (SXGA) minimum, 1920 x 1080 (Full HD) recommended for optimal web application experience.
• Ports:
  • Web Portal: Accessible via port 443 (HTTPS).
  • Discovery Probe: Uses RPC dynamic port allocation (random ports above 1024).
• Operating System:
  • Web Application: Any OS supporting modern web browsers.
  • Mobile Applications: iOS 10+, Android 7.1.1+.
  • Discovery Agent: Windows (7+), macOS (10.15+), Linux (Ubuntu 20.04+).
  • Orchestration Server: Windows Server 2016, 2019.

Analysis of Technical Requirements

The core Freshservice platform, being SaaS, has minimal direct technical requirements for end-users, relying mainly on modern web browser compatibility. However, optional components like the Discovery Agent and Orchestration Server have specific OS, CPU, RAM, and storage needs, particularly for Windows Server environments. These requirements are standard for enterprise software components, ensuring robust performance for on-premise integrations and asset discovery. Network access via HTTPS (port 443) is fundamental for cloud connectivity.

Support & Compatibility

Freshservice offers extensive compatibility and support options, reflecting its role as a comprehensive ITSM solution.

• Latest Version: The platform is continuously updated, ensuring users always access the latest features and security enhancements.
• OS Support:
  • Web Browsers: Compatible with the latest two versions of Chrome, Firefox, Safari, and Microsoft Edge.
  • Mobile Apps: Supports iOS 10 and higher, and Android 7.1.1 and higher.
  • Discovery Agent: Supports a wide range of Windows (7 to Server 2022), macOS (Catalina to Sonoma), and Linux (e.g., Ubuntu 20.04) distributions.
  • Orchestration Server: Requires Windows Server 2016 or 2019.
• End of Support Date: As a SaaS offering, support is integral to the subscription and is continuously provided.
• Localization: Freshworks operates globally, implying support for multiple languages, though specific localization details are not explicitly listed in the provided data.
• Available Drivers: Not applicable for the SaaS platform itself. Software components like the Discovery Agent are provided by Freshworks.

Analysis of Overall Support & Compatibility Status

Freshservice demonstrates strong compatibility across various user access points, from web browsers to mobile devices and specialized on-premise agents. The continuous update cycle inherent to its SaaS model means users consistently benefit from the latest features and security patches without manual upgrades. Support is a core part of the service, ensuring ongoing assistance. While specific localization details are not highlighted, the global presence of Freshworks suggests broad language support. The provision of dedicated Discovery Agents for major operating systems further enhances its compatibility for IT asset management.

Security Status

Freshservice incorporates a multi-layered security approach, focusing on data protection, access control, and continuous monitoring.

• Security Features:
  • IP address restriction for portal access.
  • Configurable password policies.
  • Domain whitelisting for helpdesk access.
  • Support for TLS 1.2 and stronger cipher suites for encryption.
  • Content Security Policy (CSP) configuration for portals.
  • Restriction of file extensions and attachment security.
  • Web Application Firewall (WAF) for load balancers.
  • Email authentication protocols: SPF, DKIM, DMARC.
  • Identity and Access Management (IAM) with privileged access management (PAM) policies.
  • Multi-Factor Authentication (MFA) support.
  • Patch management practices.
  • Threat detection and incident response planning.
  • Integration with IAM services like Okta for streamlined user provisioning and enhanced security.
• Known Vulnerabilities:
  • CVE-2022-36173: Broken integrity checking in FreshService Windows Agent (< 2.11.0), macOS Agent (< 4.2.0), and Linux Agent (< 3.3.0).
  • CVE-2022-36174: TLS Man-in-The-Middle vulnerability in FreshService macOS Agent (< 4.4.0) and Linux Agent (< 3.4.0).
  • An "Open Redirect" vulnerability (OBB-2163457) was reported for freshservice.com, which has been verified and reported.
  • Note: Some reported "vulnerabilities" are misconfigurations by the customer, not Freshservice itself.
• Blacklist Status: No general blacklist status is reported.
• Certifications: Freshworks emphasizes "security by design" and a "robust security architecture." Specific certifications (e.g., ISO 27001, SOC 2) are not explicitly detailed in the provided snippets but are common for enterprise SaaS providers.
• Encryption Support: Uses TLS 1.2 and strong cipher suites for data in transit.
• Authentication Methods: Supports password policies, MFA, and integrates with external identity providers.
• General Recommendations: Freshworks recommends strong IAM, PAM, MFA, regular threat detection, and a robust incident response plan. Users are advised to avoid misconfigurations that could expose data.

Analysis of Overall Security Rating

Freshservice provides a robust set of security features, including comprehensive access controls, strong encryption, and support for modern authentication methods. Freshworks emphasizes a "security by design" philosophy and implements measures like WAFs and email authentication. While specific CVEs have been identified for its on-premise agents, these are addressed through updates. It is crucial for customers to implement Freshworks' security recommendations, such as proper IAM and avoiding misconfigurations, to maintain a secure environment. The platform's overall security posture is strong, but relies on a shared responsibility model where user configuration plays a vital role.

Performance & Benchmarks

Freshservice leverages AI and automation to deliver strong performance in IT service management, as evidenced by its benchmark reports.

• Benchmark Scores: Freshservice publishes annual benchmark reports (e.g., FBR 2022, FBR 2023, FBR 2024) tracking key performance indicators (KPIs) across industries and organizations.
  • Average Resolution Time (ART).
  • Average First Response Time (AFRT).
  • First Contact Resolution (FCR).
  • Ticket Deflection Rates.
  • SLA Attainment.
• Real-world Performance Metrics:
  • 26.63% reduction in average resolution time with automated workflows.
  • 53% ticket deflection rates when using Gen-AI-powered self-service.
  • 45% faster ticket resolution through collaboration tools.
  • 26.55% improvement in agent response time with Gen-AI-powered smart assistance.
  • 93.4% SLA attainment (FBR 2023).
  • 92.3% First Contact Resolution (FCR) with machine learning recommendations.
• Power Consumption: Not applicable for a cloud-based SaaS solution, as infrastructure power consumption is managed by the provider.
• Carbon Footprint: Not explicitly detailed, but as a cloud service, it benefits from the efficiency of large-scale data centers.
• Comparison with Similar Assets:
  • Often cited as easier to use than competitors like ServiceNow, with a more modern interface.
  • Offers strong core functionality and flexible pricing, making it a leading choice for the mid-market.
  • Competitors like Zendesk and ServiceNow may offer deeper customization and enterprise-level reporting but can lack usability and pricing clarity.
  • Jira is a solid open-source choice for technical teams, while BMC Helix serves large enterprises with complex workflows.

Analysis of Overall Performance Status

Freshservice demonstrates strong performance, particularly in efficiency and responsiveness, driven by its robust automation and AI capabilities. Its benchmark reports consistently show improvements in key ITSM metrics like resolution times, response times, and ticket deflection. The platform's focus on user-friendliness and AI-powered assistance contributes to faster issue resolution and enhanced agent productivity. While direct power consumption and carbon footprint are not user-facing metrics for a SaaS product, its cloud infrastructure is designed for efficiency. Freshservice positions itself as a highly effective and user-friendly alternative to more complex or less intuitive competitors.

User Reviews & Feedback

User reviews and feedback for Freshservice generally highlight its strengths in usability and automation, while also pointing out areas for improvement.

• Strengths:
  • Intuitive and user-friendly interface, clean layout, and easy navigation for both IT staff and end-users.
  • Powerful automation capabilities, including AI-driven automation for ticket routing, categorization, and repetitive tasks.
  • Comprehensive asset management features, including ITAM, SAM, and integrated CMDB.
  • Centralized collaboration across departments and modules.
  • Scalability and adaptability for organizations of all sizes, from SMBs to enterprises.
  • Alignment with ITIL practices.
  • Cost-effective pricing for various plans.
  • Gamification features for agent motivation.
  • Customizable portal and knowledge base.
  • Strong SLA monitoring and service catalog features.
  • Solid integration ecosystem with popular business tools (e.g., Jira, Slack, Google Workspace, Okta).
• Weaknesses:
  • Rigidity in workflows and limited customization options for forms, categories, and reporting.
  • Inconsistent customer support quality reported by some users.
  • Search functionality could be improved.
  • Integration difficulties as organizations expand and develop more systems.
  • Occasional bugs and technical issues in unexpected modules.
  • Initial setup can be somewhat complex, requiring adaptation time.
  • Reporting capabilities described as not customizable enough for specific needs.
• Recommended Use Cases:
  • Helpdesk Management, Incident Management, Problem Management, Change Management, Release Management.
  • Knowledge Management and self-service portals.
  • Workflow Management and automation for IT and business processes.
  • IT Asset Management (ITAM) and Software Asset Management (SAM).
  • IT Operations Management (ITOM), including alert and on-call management.
  • Enterprise Service Management (ESM) for HR, Finance, Facilities, Legal, and Procurement workflows (e.g., onboarding, offboarding, expense claims).
  • Project management.

Analysis of User Reviews & Feedback

Freshservice receives high praise for its intuitive user interface, ease of use, and powerful automation capabilities, making it a strong choice for organizations seeking to streamline ITSM and ESM. Users appreciate its comprehensive asset management and AI-driven features that enhance productivity. However, some feedback indicates a desire for greater customization flexibility, particularly in reporting and workflow design, and a need for more consistent support quality. Despite these points, Freshservice is widely recommended for its ability to centralize IT and business services, improve efficiency, and support ITIL practices across various departments.

Summary

Freshworks Freshservice is a robust, cloud-native IT Service Management (ITSM) and Enterprise Service Management (ESM) platform. It excels in providing an intuitive, user-friendly interface that simplifies complex IT operations and extends service management capabilities across various business functions like HR, Finance, and Legal. The platform's continuous update model ensures users always have access to the latest features and security enhancements, eliminating traditional versioning concerns.

Key strengths include its powerful AI and automation capabilities, which significantly reduce manual effort, accelerate ticket resolution, and improve agent response times. Freshservice offers comprehensive asset management, including ITAM and SAM, with integrated CMDB functionality. Its broad compatibility across web browsers, mobile devices, and dedicated on-premise agents/servers makes it adaptable to diverse IT environments. Security features are extensive, covering access control, encryption, and threat detection, though user adherence to best practices is crucial for maintaining a secure posture.

While highly praised for its ease of use and efficiency, some users express a desire for more advanced customization options, particularly in reporting and workflow design. There have also been occasional reports of inconsistent support quality and agent-specific vulnerabilities that require timely patching. Performance benchmarks consistently demonstrate Freshservice's effectiveness in improving key ITSM metrics.

Overall, Freshservice is an excellent choice for mid-to-large enterprises seeking an intelligent, scalable, and user-friendly solution to manage IT and business services. It is particularly well-suited for organizations looking to leverage AI and automation to enhance efficiency, streamline workflows, and improve employee satisfaction. Users should prioritize implementing Freshworks' security recommendations and stay updated on agent-specific patches to maximize the platform's benefits.

The information provided is based on publicly available data and may vary depending on specific device configurations. For up-to-date information, please consult official manufacturer resources.