Freshservice Reviews

Solid, Reliable Ticketing Tool for our Marketing Function

Pros:

Great ticket-management tool for our Marketing function. 40+ users.

Cons:

As an IT-ticketing-borne tool, it does not always cater to the needs of a Marketing team. For more sophisticated Marketing planning, collaboration and reporting, we have now started using Freshservice.

An Enterprise-grade IT Management System

Comments: Freshservice helps us drive intelligent decisions by letting us track data and streamline service management across teams using a unified platform for improved visibility and efficiency.

Pros:

Freshservice is innovative and new features and improvements roll out frequently. Most of the ITSM features are flexible and can be modified to meet the end users' needs.

Cons:

Inbuild Reporting and Analytics are complicated and do not always yield the desired results

Alternatives Considered: ServiceNow Customer Service Management, Atera and SolarWinds Service Desk

Reasons for Switching to Freshservice: Covers all aspects of ITSM in a budget-friendly way. Very easy to implement and use.

Freshservice has made managing IT requests a breeze. Highly recommended!

Pros:

The user-friendly interface and automation features have saved me time and effort.

Cons:

I wish the reporting and analytics capabilities were more robust. Some additional customization options would be helpful too.

Great tool for ticket and sprint management

Pros:

Easy customizable ticket creation options with automated routing and responses. Good analytics for tracking ticket metrics.

Cons:

Ticket routing automation requires a lot of setup but worth it once complete.

Freshservice - Great ITSM tools and keeps on improving.

Comments: I really like Freshservice and it keeps being improved. They continually innovate and adding AI that can do ticket translations and summaries is really good for us as an international company. Support has been fantastic also.

Pros:

The ease of deployment for Freshservice was great. We were quickly up and running and the automation features are really good. They have recently also improved the AI capabilities which is good to see and constantly seem to improve the product.

Cons:

Reporting can be complicated. We had issues with line managers trying to create their own reports and then questioning the results as the criteria can be complex to understand. They have inbuild basic reports and these are OK

Alternatives Considered: ServiceNow Customer Service Management and ManageEngine ServiceDesk Plus

Reasons for Choosing Freshservice: Jira was too complicated and costly compared to the features that you get. Integrations also seemed to cost extra for each integration that you needed. It was not well received by our helpdesk team and they have really loved the change.

Switched From: JIRA Service Management

Reasons for Switching to Freshservice: ServiceNow was excellent but was too costly once we got quotes for this. ManageEngine was not as good at integrating with the platforms that we used and Freshservice hit the sweet spot between the 2 competing products.

Freshservice can help you work more efficiently.

Comments: If I have to make a new system choice today, I would choose Fresh again.

Pros:

In Fresh, the company can achieve a comprehensive ticket management solution. It's enjoyable to work in Fresh. It's educational, visually appealing, and helps us in our operations to deliver to our customers.

Cons:

Some of the requests we've made take time to be incorporated into the Fresh roadmap.

Alternatives Considered: Zendesk Suite

Switched From: SERVICE MANAGER

Reasons for Switching to Freshservice: Several of our employees had more experience with Fresh than Zendesk. That's why we chose Fresh.

Great ITSM for Small team

Pros:

We use Freshservice in a small team and it works great for us. It is very easy to use. It provides all ITSM requirements. Overall it meets our requirement in IT, security and accounting team.

Cons:

So far we are happy with the product and don't have anything to dislike about it.

Alternatives Considered: JIRA Service Management

Reasons for Switching to Freshservice: Easy to work with. There is no complexity compared to Jira.

Manage your IT Service Desk, Freshservice gets it done

Comments: Great! IT Service Management has become lot easier with freshservice.

Pros:

Ease of use, cross platform compatibility, multiple channels of support available.

Cons:

Needs to be more flexible and feature rich in work automations and customized fields.

Alternatives Considered: iTOP

Reasons for Switching to Freshservice: because it was more feature rich as compared and a paid product with support

Great standard feature Set on the whole, but new features seem to lag behind their FreskDesk system

Pros:

The ticketing system is really easy to use, with lots of options for workflow automations and ticket management. The app marketplace is great for extending the functionality.

Cons:

FreshService seems more like a new branching out for the company, with a complete set of tools, but lacking refinement in a lot of places. There are also odd quirks like Discuss feature button being available, even though the Discuss feature doesn't work on FreshService yet.The mobile app is a bit of a let down, as it doesn't have a dashboard like the main site which makes it much more tedious to lookup ticket queues.The Notification spam through the app is terrible, pinging each notification one at a time to the phone, which is especially annoying when it sends over 30 notifications and doesn't group them.The system has some other weird quirks, like sorting a list can only be saved when you also make a change to the filter for the list. Another issue is that there is a blur effect on the title text that doesn't always go away when scrolling back to the top of the page, resulting in some text looking very soft and fuzzy

Freshservice is a real IT service

Comments: Good tool to implement not only in IT infrastructure but also to other deparments

Pros:

Collobration of tickets and task in incidents and tickets

Cons:

Transferring of tickets from one instance to another instance

Alternatives Considered: Tuva IT

Reasons for Choosing Freshservice: The features difference and more user friendly

Reasons for Switching to Freshservice: User friendly and more features and reporting structure

Awesome product for ITSM, ITAM and ITOM

Pros:

I like the Self service portal and Virtual Agent, With this requestor can easily make Service request through the portal and Virtual Agent helps our requestor on basic troubleshoot problem

Cons:

Improve the Customer support services , and provide a on site support is better to understanding more in this product

Alternatives Considered: Network Topology Mapper and Log and Network Performance Pack

Reasons for Switching to Freshservice: Compare to ServiceNow is low in cost and ease to deploy too

Works wonderfully for automation and workflow

Comments: Everything related to work may be found in one convenient location. It's perfect for storing company guidelines, demands, and procedures. It also has pre-built connections to popular services like Gmail, Slack, and more.

Pros:

Automated processes and operational flow. Adding a new integration and automating task pushes is a breeze. To date, automation has allowed us to cut our work time by as much as 60 percent.

Cons:

While the sheer number of configuration options may seem daunting at first, you'll quickly gain the expertise to tailor freshservice to your exact needs as you gain experience with IT service management.

FreshService keeping ITSM fresh in modern systems

Comments: Over the course of a couple of years, we struggled to find the right ITSM solution that keeps it friendly for our end users to report issues while providing powerful tools for administrators to be ahead of the curve. FreshService brought a lot more than ITSM to the table. FreshService brings features for IT Operations, such as Service monitoring or alerts, to Asset management that integrates with our MDM solution—making the switch to FreshService has been easy, and adopting new best practices to provide an even better experience overall.

Pros:

The biggest pro that FreshService brings to our organization is having a single pane of glass for all the information I need. From keeping track of incoming tickets into the system to monitoring important assets, FreshService has made it easy and simple to move into the product.

Cons:

I feel that if I name any feature here that I don't like, the next month, they will have an update to make it better. That being said, because they are fast moving forward, that can interfere with workflows or automation you have in place since they introduce new ways to do "X Y Z," but it retires "A B C" in the process.

Freshservice Helpdesk/Asset Management Review

Comments: Overall experience has been great. The product continues to evolve as well.

Pros:

This software is easy to integrate with other 3rd party applications. It allows for ticket/service automations that can streamline workflows. Asset Management is extremely useful and easy to setup as well.

Cons:

Wish you could get more granular with group/user permissions. In some cases, it's all or nothing.

Alternatives Considered: ServiceNow Customer Service Management

Reasons for Choosing Freshservice: Freshservice had many more features available. It was the right choice to fit our growing business.

Switched From: Spiceworks Cloud Help Desk

Reasons for Switching to Freshservice: Functionality and Price

FreshService - Essential for Ticket Management and ITSM

Comments: Change and Release Management have simplified and reduced the number of issues we have had as a business.One of the main benefits is the reduction in work duplication, using ticket assignation we have reduced the possibility of duplicating workloads across the teams.

Pros:

Ticket Management and Change Management are the two areas i appreciate the most. Over the years we have engaged with the Fresh Service support teams and community forums to provide feedback - which has been listened to and implemented in future updates.

Cons:

The alert management profiles and rules could do with an overhaul - at the moment we are having to setup multiple alert rules against a single Alert profile based on the content of the alert.Would be great to generate alert rules based on If / Or / And Statements.

The Best IT Helpdesk Software

Comments: It has been an overall great experience and I highly recommend it.

Pros:

I love how easy it makes it to manage support tickets and requests; while also being able to handle bug, change and release management for the IT Team.

Cons:

Despite having quite robust automations, some of the automations have limitations that require code or change requests to the FreshService team to be made.

Freshservice

Pros:

The ease of use and flexibility of the product is what makes this a great product to use. The customer service is also very efficient with any issues we may have.

Cons:

The asset management interface could be improved.

A Powerful and Flexible Ticketing System for Any Organization

Comments: My overall experience with Freshservice has been positive. I have found it to be a user-friendly, flexible, and scalable helpdesk solution. The features and integrations are powerful, and the reporting engine is great for tracking the performance of your IT service delivery. The customer support is also excellent.

Pros:

Freshservice is very easy to use, both for IT admins and end users. The interface is clean and intuitive, and the documentation is comprehensive. Freshservice has excellent customer support and they respond to issues/queries immediately.

Cons:

The customization options can be a bit overwhelming, especially for new users. The reporting engine is bit slow, especially for large datasets.

Freshservice IS a great Product

Comments: They have been helpful whenever we had an issue.

Pros:

Ticket System workflow is the best to use.

Cons:

it is a learning curve to use the workflow

Alternatives Considered: ServiceNow

Reasons for Switching to Freshservice: Price and ease of service

Efficient and Reliable Support Ticket Management with Freshservice

Comments: My overall experience with Freshservice has been positive, with the platform is easy to use, comprehensive, and efficient. The platform offers a range of features which can be customized to meet an organization's specific needs.

Pros:

Ease of use is the thing i liked most about it. It is very intuitive and easy to use, even for non-technical users.And the ability to include a range of features, including incident management, problem management, change management, and more.

Cons:

Sometimes we haveeienced slow loading times with the Freshservice platform, which can be frustrating when trying to manage tickets quickly

Alternatives Considered: Jira

Reasons for Switching to Freshservice: All because of its ease of use.

Freshservice has made my IT management a breeze. It's user-friendly and efficient.

Pros:

The ticketing system is organized and easy to use. The automation features save me time.

Cons:

The reporting feature could be more customizable. The mobile app needs improvement.

Refresh on help

Pros:

The help was professional and appropriate informative.

Cons:

It was rather pleasant and do offer good service.

Powerhouse for IT service management

Pros:

Ingenious ticketing system, comprehensive feature set, and top-notch customer support.

Cons:

Steep initial setup, complex rules management, and occasional performance hiccups.

Manage your tickets with Freshservice

Pros:

1. One of the best software for managing IT Tickets.2. Easy to use.3. The pricing structure is amazing.4. The search query feature is great.

Cons:

1. There are other tools in the market due to this is it is suffering.2. Sometimes it takes time to load tickets.

Fresh Service - A collaborative App for IT business

Comments: Fine and good customer support.Worthy Service App comparatively our previous applications

Pros:

* Auto ticket generation and Mail notifications are good* Complete ticket tracking, User logon traces*Multiple User accounts with different data access* Customer support is extremely good

Cons:

* Duplicate ticket generations are there when there are slight mail subject changes* Auto Application version updates without any prior information* Bug is there when exporting date-based export