Freshservice Reviews

We primarily use Freshservice for ticketing, contract management, and asset management.

The solution has been very helpful engineering insights into the client's environment. We have been able to manage calls and incidents very efficiently which provides us with a clear understanding of the system warranty and the actions that we might need to take in terms of insights. The system is very dynamic and prevents any kind of oversights which ensures that there is smooth contract management. 

We can also easily uphold SLAs and deliver enhanced services without breaching any agreements.

I would suggest that Freshservice enhance its technical capabilities, particularly when it comes to ICT network discovery. This will make a significant improvement in their software and these features match SolarWinds. It would include discovering infrastructure elements like switches and wireless devices. This would consolidate functionalities and eliminate the need for additional software and streamline the management process, making Freshservice an all-encompassing solution for both technical and contractual aspects.

I have been using Freshservice officially for almost 4 months due to a management contract. But my acquaintance with the software goes back over a year because my technical team has been using it on the recommendation of my technical manager.

The product is stable as it has not crashed.

The scalability is really appreciated as it has helped us to onboard all our clients in a single platform and manage their cause by streamlining the invoicing processes. It is serving as a valuable tool for generating revenue. The scalability can be rated as a 9 out of 10 because it is always room for improvement. 

The initial setup was a very easy task. You just need to click around a few times and everything will fall into place. The UI is very friendly and it is not at all complicated with the preconfigured settings, making the setup more forward and requiring minimal input. It is a very easy and smooth process. The exact time frame of the deployment is not very sure but according to my technical manager, it does not take very long to set it up. After discussion, he proceeded with the setup in a day which was further configured and customised.

The cost at the current timing is very reasonable but as the product gains popularity, I anticipate it might become expensive. Fortunately my customers have been offered a generous discount making it more affordable for me and satisfying both my needs and customers requirement. 

My advice is for users to clearly understand their requirements before making a purchase, as Freshservice has numerous features, and buying unnecessary ones can be akin to wanting a Ferrari when a regular car would suffice. It's essential to know what is truly needed, given the extensive offerings of Freshservice. As for my overall rating, I'd give it a nine out of ten.

I use Freshservice in my company as an ITSM tool for incident management, service requests, and change requests.

The most valuable features of the solution are the ease of configuration and how easy it is to get things set up and working.

I am not too happy with the page layout or screen layout since it always looks messy. The aforementioned area can be considered for improvement in the solution.

I have been using Freshservice for about six months. My company is a customer of Freshservice.

It is a stable solution. My company hasn't faced any problems with the solution.

It is a scalable solution.

There are around 200 users of the tool in my company.

Before Freshservice, my company was using Hornbill IT Service Management. As I used to work for Hornbill in the past, I would say that it is a better product than Freshservice.

The initial setup of Freshservice is very easy.

The solution can be deployed in a couple of hours.

Three people in my company were involved with the deployment phase of Freshservice.

The solution is deployed on the cloud.

Freshservice is a fairly cheap solution. Though monthly payments can be made towards the licensing costs of the solution, my company prefers to make annual payments.

There are no additional costs apart from the licensing costs attached to the solution.

Apart from Freshservice, my company looked at another solution, HaloITSM, during an evaluation process.

The solution is very easy to maintain.

Freshservice is a tool you can choose if you want a product with an easy setup phase.

I rate the overall product an eight out of ten.

Our use cases are dependent on our clients’ requirements. If our clients have to acknowledge and follow up on emails manually, we can create automated acknowledgments using the solution. We can have scripted answers if the customer asks a frequently asked question.

We can create responses on placeholders so that the agents can easily select them and send them to customers to ask for details. If the business has many channels to support, the tool helps connect all channels in one place. The agents don't have to move around in different tools. They can access all the tickets created from all the channels.

The solution’s timely automated triggers increase our IT team’s productivity. We can add all social media channels to the tool so that all tickets come to one place. The self-service portal impacts the user's satisfaction within the organization. Businesses must be ITIL compliant. Freshservice is the best tool for it.

I have been using the solution for three years.

The tool is stable.

If we have any doubts, we have many articles available online. We contact the support team only in a worst-case scenario. The support team provides timely support.

Generally, before setting up the tool, we discuss it with the client to understand their present state. Setting up is not a big deal, but understanding the customers and their pain points and providing the best solution to improve their business takes time. Once we gather the business requirements document, the implementation along with UAT takes two to three months. We must configure the solution so the business can scale up anytime.

Compared to other tools, Freshservice is affordable. It is suitable for companies with a small budget.

I have used Jira Service Management and Zendesk. Most features like incident management, problem management, and project management in Jira Service Management are available in Freshservice. Enhancing the customer's experience is our main objective. We use whichever tool our clients require. We can also use Salesforce, which is a highly scalable platform. We can also develop things on Salesforce.

We have to utilize more features available in the solution. Overall, I rate the solution a ten out of ten.

We primarily use the solution for health tests and incident management. It's the help desk of SolarWinds. They both talk to each other. There's an integration between the two. 

There's a good integration between SolarWinds and Freshservice. 

This is a very intuitive, interactive product. It's quite extensive in terms of dealing with trouble tickets.

There is a nice user interface.

We'd like better integration with other products. It could be a bit more flexible. 

Technical support could be better.

The solution is expensive. 

It takes time to implement it and get it fully working. 

I've used the solution for about a year. 

We have five admin agents on the solution.

We did reach out to technical support in the past. Their response time and knowledgeability could be improved. 

Neutral

The initial setup starts off easy enough. It does get more difficult when you start dealing with complexities in your environment.

It took us about 30 to 60 days to get everything up and running. 

We started off handling the setup in-house and then brought in a third party to assist us. 

We started off assuming it would be cheaper. It is quite expensive. It is based on user admins, and that's at a higher price. Even if you purchase only one or two users, it is quite an expensive product.

I'm a customer and end-user. 

This is a SaaS product. We chose the solution as it was designed to be an all-in-one solution to deal with service management. 

I'd recommend the solution. It is a good tool, and it is growing fast. However, you need to be careful of your overall requirements. Those requirements need to be well thought-out and planned. Salespeople need to be in the mix as well. 

I'd rate the solution eight out of ten.

I use Freshservice as an ISTM tool to implement the policies and procedures for ISM 20000.

Freshservice has automated a lot of our tasks, including ticket responses and call assignments, which has sped up our operations considerably. It's also allowed us to improve our change management and understand the impact of changes before they're implemented.

Freshservice's best features are that it's cloud-based, cost-effective, and has a flexible pricing scheme.

Freshservice has issues around how assets get picked up, requiring a lot of parameter changes within to network to ensure the system discovers everything (including PCs, printers, physical and virtual servers, and hypervisors). Another issue is the self-service portal, which doesn't always give full visibility of the stage a request is at or who has approved it. In addition, Freshservice doesn't support copy-pasting reports into the dashboard module.

I've been using Freshservice for just under a year.

Freshservice's stability is good - it'll take whatever you throw at it.

Freshservice is scalable, though it comes with additional costs.

I've had some problems with Freshservice's technical support. They often drag out cases by continually passing them on the other people, and they seem overeager to close tickets and sometimes mark them as resolved without checking first.

Neutral

We used an in-house team with the support of an implementation partner.

Freshservice's licensing costs are pretty good, and it has different categories of pricing based on what modules and features you choose, which gives a lot of flexibility.

We evaluated BMC Remedy and ManageEngine but chose Freshservice because it was cloud-based and more cost-effective.

Freshservice is a good solution for SMBs with straightforward networks and workflows. I'd advise anybody thinking of implementing it to document every requirement they have of an ITSM tool and discuss them with the Freshservice team to ensure each one is met. I'd give Freshservice a rating of seven out of ten.

We use the solution primarily as a ticketing system and help desk.

We like the mail tickets on offer. It is something we love. There are workflows that are working quite well. You can have multiple queues and resolution groups.

The solution has been stable. 

The analytics could be better. We would like better visualization of items and KPIs, et cetera. 

The licensing could be better.

We've been using the company for two years. 

I haven't heard of issues with bugs or glitches. It's my understanding that it is stable and reliable.

We do not have that many accounts or customers. I can't speak to how well it can scale. 

We have less than 50 users at this point. 

We might expand it 10% or 20%. Not more than that.

I've never been in touch with support. I' not sure if anyone has. I can't speak to how helpful or responsive they would be. 

I do not have experience with other platforms. 

I wasn't part of the initial setup. It was set up before my arrival at the company. I'm not sure how long it takes to deploy in a typical setup.

We might have one person, and maybe one extra that can handle the maintenance necessary on the solution. 

As I wasn't at the company for the initial setup, I'm not sure if a third-party was used during deployment. My understanding is we don't have an intermediary.

We've never calculated the ROI.

We would prefer if the pricing was a bit lower.

The solution may be around 20,000 euros a year. I'm not sure if there are any extra fees or items that need to be purchased on top of the standard costs.

We are a customer and end-user.

I'm not sure which exact version umber of the solution we're on. 

I would rate the solution seven out of ten.

We are using Freshservice as a ticketing system.

The most valuable feature of Freshservice is you can assign downloaded tickets and the reports are useful.

Freshservice could improve the delegation and workflow management features.

In a feature release, it would be a benefit to have a feature to automatically send a ticket

I have been using Freshservice for approximately four years.

Freshservice is stable.

The scalability of Freshservice is good. It is easy to expend.

We have seven agents and approximately 700 white-collar employees using it.

We did not use another solution prior to Freshservice.

The initial setup of Freshservice is a very easy process. It can be done in minimal time.

Freshservice requires little maintenance. 

Freshservice price is competitive, it is not more than other solutions on the market.

I would recommend this solution to others because it is good and the price is reasonable.

I rate Freshservice a nine out of ten.

It is a solution for help desk ticketing, as well as for knowledge base and inventory. We also deploy a fresh service agent that actually goes and gets installed on all of our PCs and any of our computer clients within the organization. That provides Freshservice with inventory information so that we can go and track assets.

I am currently using the most recent version of it. It is cloud-based, so it automatically updates. It is a public cloud, though it is accessed through Okta SAML single sign-on. It is private in that aspect. I have a feeling that their services are on an Amazon Web Services server, but I could be wrong.

It has greatly improved the process of ticket triaging. In previous organizations I worked with, I know that most of the services that they implemented did have these capabilities, but no one was willing to take on the time and effort to go and implement some of these automations within the service. Because I went and took the time to go and do so, having the ability to just go and have a ticket get created, and then automatically based upon certain criteria in the ticket information, get it routed to the correct person on the staff and to the right department, works wonders. It helps improve the turnaround time. As opposed to what typically would happen in previous organizations where a ticket gets submitted, and it just kind of goes into a general IT unassigned bucket, and you're just kind of waiting upon an internal sort of honor system where technicians are supposed to be looking at the unassigned tickets. When they're free, they are just going ahead and taking it upon themselves to go ahead and work on an issue. They do it based upon the severity or the priority of the user involved, as well as the timeliness of the turnaround time that's being required. That's kind of a flawed system because if people just want to take a rest, they just don't really want to pay attention to the unassigned queue, and then oftentimes, tickets get neglected. You end up possibly missing SLA times, whereas now, because it automatically gets wired to the right people, SLA times are almost always met because there is not this whole game of employees kind of playing chicken as to I don't want to take it and someone else should take it. We are not leaving it to an honor system as to having people take tickets.

I do like the workflow automation capabilities, where based upon certain actions, it will automatically go and route tickets to a particular person. It is fairly user-friendly.

The ability to customize the user interface is a bit lacking, and the reporting is a bit lacking because they're very stringent upon what you can pull reporting-wise within Freshservice. They have a lot of built-in reports that are very nice, but when it comes to customizing these, they just provide you with certain data. When you try to build your own report wizard, you aren't able to go and select some of the data that is shown in some of the reports that come with Freshservice. This is something that we have brought up with our account representative, and we have suggested these as feature updates in the future. We're still waiting on them to go and implement something like that.

Their support could be improved. In the user interface of their website, it can be a little bit difficult to navigate to get support. 

I've been using it for the past almost four years.

The only hiccups I've seen are due to having integrated with Okta. We've run into some problems with the Okta integration, but that's because they're different systems, and whenever you're dealing with APIs trying to manage the connection between services, you do run into issues.

Its scalability seems good. We've more than doubled in size since we first implemented it. It has been able to handle that amount of growth. However, reporting and customization of the user interface for your different service catalog forms could be improved. Just the fact that they're not very customizable is a problem for further scalability, but for the price, it is pretty good. 

We have about 300 employees across all departments who use this solution. It is being extensively used at the moment in the organization. Its usage will increase even more with growth in the company. We're constantly adding new employees.

That would actually be another area they can improve because I feel like the ability to go in and contact support is a little bit hidden in the user interface of their website. It can be a little bit difficult to navigate to get support. Once you do get a hold of them, the support reaction time is adequate. It is not the best I've seen, but they do generally respond within a day and a half. I would rate them a six out of 10.

Neutral

It is fairly user-friendly. It is just when you're already kind of dealing with tickets coming in and you're the person in charge of dealing with the tickets and modifying the site and configuring it to where it becomes more useful for you, it gets difficult. That's because there are lots of ways to customize it. To make it as boisterous as what we've done is just time-consuming. You need to find the time to be able to go and utilize all their features. You just can't go and have it right off the bat configured because every organization is going to want to manage these things in a different manner. It's just time-consuming to go and configure all different features.

They kind of just go over different features, and they do offer professional services, which I believe are a bit pricey. I have pretty much been figuring it on my own and reading up on my own to figure out how to do it.

I also take care of its maintenance. Technically, the backend stuff is handled by Freshservice themselves because it is a SaaS-based service. I just kind of handle administration of user accounts as well as the administration of the user interface and some of the different features, but the actual server is somewhere on Amazon. I'm guessing it is an Amazon Web Services server somewhere, and Freshservice is managing it.

Its price is great. Its pricing is supposedly a lot less than ServiceNow and other alternatives.

It is a good solution for the price point. Just don't expect it to be the greatest IT ticketing service that you've ever utilized because customization is lacking and support could be improved, but for user-friendliness, it is pretty good. It has a user-friendly interface.

I would rate it an eight out of 10 because the price is great and user-friendliness is great. They could improve on how customizable it is, but I do understand that it comes with a lower price.