ASAPPP IT Service Management vs. Freshservice

I highly recommend it because it has all the ITSM features in a simple User interface. The ticketing system, change management, incident management, asset management, Freddy AI, sla, and dashboard features are simple to use. Onboarding is easy, and the customer team is very supportive, with plenty of product documentation and a resource center.

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• A robust support portal that's easily configured by a power user, but also supports developer level customization.
• The workflow authoring tool is a very easy drag and drop. For more experienced admins, a robust amount of logic and actions.
• Dozens of integrations out of the box, including most all mainstream business software.

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• It would be nice to have a way to receive a weekly summary of the tickets you worked on. It doesn't have to be overly detailed, but it should show how many new tickets you got, what kind of tickets they were, and whether they were resolved.

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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.

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The UI design of Freshservice is simple and intuitive. You don't have to be a technical expert to navigate your way into the different pages/modules available. There are no buttons that are hidden in plain sight. Even our HR team required little to no help when they started using Freshservice.

In our 3 years of using Freshservice, we've experienced several outages in the first 2 years. There were times where it only took minutes or hours but there are also times where it took a few days. Each time, Freshservice remained transparent and constantly communicated their progress. We haven't had one in the past year which indicates Freshservice have improved their servers.

Pages load quickly but internet connectivity can also play a big role. Integrations doesn't affect the performance but internet connectivity may be a big factor. As a company with most employees working from home, different network providers from different areas/countries can have different experiences. Search load time needs improvement.

Excellent. Every time I spoke to someone from the team they were very helpful. Last meeting we had they went over some features we were not using and explained how we could get the most out of our contract with them. Not many companies have this level of (actual human) support. The push to AI is nice but talking to actual experts is a lot nicer and to the point.

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Training was enough to use the base website

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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.

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Creating the correct groups for the stakeholders and enabling the right notifications are one of the most important aspect of the implementation. Creating Change templates will also help in the long run and it's a good practice to create one, if applicable.

Freshservice is on par with ManageEngine SD Plus in terms of: 1. No/Low code configuration, 2. ITSM module certification 3. SLA 4. CMDB etc. However, the level of support that ManageEngine offers with its post-sales engineer is better than that of Freshservice. While using ServiceNow, they lack many features, as ServiceNow is enriched with numerous modules and an app engine, allowing for customization without OEM assistance.

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Freshservice allows flexibility with contract terms and pricing model. Monthly and annual payments are allowed. The unit pricing needs a bit of improvement. It would be great if they offer unit pricing per capability instead of one pricing for all the capabilities. Small businesses have different use cases and not every agent needs all the modules available.

We were able to scale easily across multiple departments. As our company keeps growing, we have not needed to change anything in terms of scaling since we started using Freshservice. There were no changes to the admin and end-user experience from when we were a 1,000-employee company vs to our current head count of 2,000+.

We did not have professional services.

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• Alleviate our support team by providing knowledge directly to the end users.
• Better response times from our IT support team, thanks to automation and dashboard use.
• Better tracking of our assets by assigning them to users so we know which device was handed out to who. During off-boarding, we know which devices to ask back.

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Invited by TrustRadius (TR) on Vendor's Behalf

A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info