Likelihood to Recommend Freshservice is a complete ITSM solution. I have used some others over the years and moved away from them to Freshservice. I have implemented Freshservice in 2 new roles over the years, and everyone has loved it. The functionality that it incorporates, enabling IT teams to become ITIL compliant is truly useful. Compared to 5 other ITSM tools that I have used over the last 10 years, Freshservice is far better.
Read full review ManageEngine, A Div of Zoho Corporation Pvt Ltd
It's great for any company that relies on active-directory as their primary source of user password authentication and other data. It's ability to integrate with a host of other tools such as Google Workspace,
Azure AD (if you aren't using ADFS/DirSync/etc.), FreshService, Trello, etc. as well local apps like Postgres, i/AS400, and more make it a great middleware tool for SS.
Joe Foran Director Of Information Technology and HIPAA Privacy Officer
Read full review Pros Workflow automation Knowledge base articles for users and agents easy to add categories & sub category and make them compulsory so that ticket cannot be closed without filling the information it works with email address very simple to create different department and queues Read full review ManageEngine, A Div of Zoho Corporation Pvt Ltd
PMP is great for sorting passwords into different groups depending on the category of application access. This makes it easy to find the password that you are looking for. Application credentials can easily be saved to the clipboard to make it easier to copy and paste them into the appropriate log in screen. Different types of credentials for the same application can be stored next to each other and are easy to distinguish by the icon next to the name. For example, SSH credentials, web credentials, and local root credentials are all easy to sort under one application group. Read full review Cons Change Management - Current system is geared towards full software or system change management. It would be great to have a simple Yes/No approval without having to utilize their workflow tools. Data selection filters - Overall, their data filters are very good, but it would be useful to have "Last Week" and "Last Month" in the date selectors. Read full review ManageEngine, A Div of Zoho Corporation Pvt Ltd
There is no flexibility in how accounts are grouped. The implementation of lowest privilege means you cannot use groups for assigning role based security. If you give a team read access, and a limited subset of the team write access, the read access supersedes write. Some versions have been fragile. There have been times where the server has stopped working and needed a restart daily/weekly. Read the issues resolved in updates. There have been some critical failures in security over the years (i.e. unauthorized access possible by URL manipulation). Read full review Likelihood to Renew It's overall value in our organization is extremely high and it has become an essential part of our business.
Read full review ManageEngine, A Div of Zoho Corporation Pvt Ltd
Usability On the I.T. side, the time to ramp up and understand how FreshService operates only took a few hours. After that, it was off to the races with configuration and customization. From the start, with minimal assistance, our end users found FreshService to be incredibly intuitive. At launch, we expected most to submit tickets via email, however, our analytics has shown that end-users actually prefer the portal for managing their I.T. tickets.
Read full review ManageEngine, A Div of Zoho Corporation Pvt Ltd
Support Rating I contacted support once and the person handling the request was very helpful. The staff is very competent. In my opinion communication could be improved as the level of spoken English is very high. I was unable to understand some words, in fact two people participated in the second meeting.
Read full review ManageEngine, A Div of Zoho Corporation Pvt Ltd
We are reasonably pleased with the support and updates that we received from the vendor,
Read full review Implementation Rating think of what you want to do with FreshService : a clean start or a migration. Migration can be done with csv files, it's easy to do but you need to test it first.
Read full review ManageEngine, A Div of Zoho Corporation Pvt Ltd
Alternatives Considered I've used
monday.com for ticketing, but Freshservice is made for it and the asset management feature adds value.
NinjaOne 's ticketing is not built out so we only use it for its RMM features.
Atera has a nice ticketing platform and looks similar to Freshservice but they do not have an onboarding feature and other integrations that Freshservice has
Read full review ManageEngine, A Div of Zoho Corporation Pvt Ltd
We evaluated one on-premise solution, Password Manager Pro, one cloud-based solution called Passwordstate to store all sensitive password information and also secure notes. The latter was licensed by users, so we knew as the team grew it would cost quite a lot more to maintain. We wanted access for various users within the information technology and systems department at a granular level to have separation of the various passwords into categories which we then give permission relevant for the right users.
Read full review Return on Investment Freshservice has allowed our organization to better track the amount of tickets that come in for a particular individual. This allows us to better support a user that is having multiple of the same issue over an extended period. The communication to the user has greatly increased due to the automated messages that Freshservice has built in. Read full review ManageEngine, A Div of Zoho Corporation Pvt Ltd
Reduce our overall cost of ownership thanks to this affordable password tool Reduce time spent in the process or on tasks to remind a password to change or to apply policy directly integrated with the tool Improve security through complexity and auto-regeneration Improve change control for account passwords inside RFC process Read full review ScreenShots