4me.com vs. Freshservice

Great visibility of asset assignment to user but not so good if you track also assignment of user rights through CI for users. It would be nice if you can group types of assets/configuration items to user not to show everything mixed up. There is great options to adopt product to your particular needs, there are options for adding some special fields in process automation to help to have tailored process from enduser fill in forms to complex workflow which utilises various specialists

Incentivized

We were looking for a way to automate the creation of a new Teams site and were able to do so with the workflow tool. This allows for some automation to be set in place, which is beneficial. The fact that our IT team is ITIL-certified and Freshservice is ITIL-aligned makes it easy for us to follow the recommended guidelines. The self-service portal is being used to elevate work from our support team by allowing our end-users to access the knowledge base through the end-user portal.

Incentivized

• IT processes automation
• Responsive GUI
• Weekly updates which pinpoint some difficulties in daily usage

Incentivized

• Asset Management Module: The features I like most in this module are the discovery agent software, which allows us to collect device information without manual intervention, and the simplicity and robustness of the module itself.
• Service Catalog: This feature allows us to create forms tailored to specific service requests based on group requirements. The ability to customize forms greatly helps both us and our end-users provide the necessary information to fulfill their requests.
• Workflow Automator and Business Rules: These two allow us to have some automation in place, eliminating some of the manual steps and decreasing the number of human errors that may happen due to manual changes.

Incentivized

• It is easy to do first deployment in wrong direction - maybe there should be better guidance how to setup services/service instances to properly work at the end.
• Reporting is based on predefined templates - to get most of them you have to properly implement services in IT - it is not an easy process
• Integration with O365 for out of office would be helpfull

Incentivized

• Workflow management is hard to troubleshoot
• Some default fields can't be changed
• FAQ has no history
• Work flow management can't be managed via API or a command line
• Service Requests and contracts have no possibilities to choose how pricing will be calculated, like per month, per user, per year, per lifetime...
• Automatic backup of assets and FAQ is not possible

Incentivized

We are pretty invested in Freshservice right now and have integrated it pretty heavily into our environment, so it would be hard to move away from it. For the most part, we are happy with Freshservice and the ease of use it gives us in managing tickets through the system. The only complaint we've had is customer service.

Incentivized

Tool has built-in automation module which helps to more precisely define user requests or workflow condition. This from one hand gives end-user easy and understandable forms to fill in, and from other had it ensure all needed information has been fulfilled for further steps in workflow. Once you follow service principle which is base for that tool it will help you to track in detail your business and your partners

Incentivized

Easy to navigate and use GUI. We have many infrastructure team members from various departments using Freshservice and their on-boarding and training was very straightforward and we have not received much, if any negative feedback from non-technology users in regards to overall usability, interface or functionality.

Downtime is minimal (it does happen but not often)

Incentivized

Most reports are quick, however, it can take some time for emailed exports to come via email. It would be helpful to have the exports live in the system rather than having to wait on emails.

Incentivized

Support is responsive and adequate for most situations. For more complex tasks, there is Premium Support but that can use some improvement as well. Overall, this is a healthy marker and there are plenty of support options but I wish there were more solutioning driven engagements.

Incentivized

Training was enough to use the base website

Incentivized

Their documentation is pretty good, but only available in English. This makes it difficult for some of our users to understand. There are also some basic video courses available.

Incentivized

Use case and requirements have to be very specific. Each business is different so it's very important to be as clear as possible with your initial requirements when communicating with the on-boarding/implementation team.

Customization of FreshService was so much easier than ChangeGear. Creating forms for end-users was difficult and didn't always work the way we wanted. The nail in the coffin was when we had a support call set up, and the IT Director was on the phone waiting, but no one joined the call. I can't speak on what the product is today, but it was JAVA-heavy, and everything was manually updated.

Incentivized

Was not able to update us proactively about our renewal causing lost of access

Incentivized

The software is very scalable from a small to mid sized team. The features have seemed to scale exceptionally well.

Incentivized

We did not have professional services.

Incentivized

• As we are finance institution we are strictly regulated so this product helps us in many fields to satisfy regulatory requests through easy workflow management setup.
• Product is easy to implement, easy to adopt so we use it in different segments of business (central purchase department, security office, IT department) for tracking and standardising various processes in each niche.

Incentivized

• We had no ticketing system at all so we had no idea of the workload, we now do
• We have been able to go from nothing to seeing workload to identifying areas for improvement by having the metrics
• We have lowered MTTR every month since turning on fresh service
• We have increased 1st all resolution every month
• We have been able to start talking about real SLA's with the business

Incentivized