What users are saying about
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Top Rated
95 Ratings
This review does not include a rating.

Freshservice

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Top Rated
95 Ratings
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Score 8.7 out of 100
This review does not include a rating.

Feature Set Ratings

    Incident and problem management

    7.8

    Freshservice

    78%

    iET ITSM

    Feature Set Not Supported
    N/A
    Freshservice ranks higher in 7/7 features

    Organize and prioritize service tickets

    8.9
    89%
    53 Ratings
    N/A
    0 Ratings

    Expert directory

    6.5
    65%
    43 Ratings
    N/A
    0 Ratings

    Service restoration

    6.9
    69%
    36 Ratings
    N/A
    0 Ratings

    Self-service tools

    8.3
    83%
    51 Ratings
    N/A
    0 Ratings

    Subscription-based notifications

    8.3
    83%
    44 Ratings
    N/A
    0 Ratings

    ITSM collaboration and documentation

    7.9
    79%
    47 Ratings
    N/A
    0 Ratings

    ITSM reports and dashboards

    7.8
    78%
    46 Ratings
    N/A
    0 Ratings

    ITSM asset management

    7.8

    Freshservice

    78%

    iET ITSM

    Feature Set Not Supported
    N/A
    Freshservice ranks higher in 3/3 features

    Configuration mangement

    8.2
    82%
    42 Ratings
    N/A
    0 Ratings

    Asset management dashboard

    7.8
    78%
    45 Ratings
    N/A
    0 Ratings

    Policy and contract enforcement

    7.6
    76%
    34 Ratings
    N/A
    0 Ratings

    Change management

    7.9

    Freshservice

    79%

    iET ITSM

    Feature Set Not Supported
    N/A
    Freshservice ranks higher in 3/3 features

    Change requests repository

    7.9
    79%
    42 Ratings
    N/A
    0 Ratings

    Change calendar

    7.7
    77%
    35 Ratings
    N/A
    0 Ratings

    Service-level management

    8.1
    81%
    42 Ratings
    N/A
    0 Ratings

    Attribute Ratings

      Likelihood to Recommend

      8.8

      Freshservice

      88%
      54 Ratings

      iET ITSM

      N/A
      0 Ratings

      Likelihood to Renew

      9.1

      Freshservice

      91%
      1 Rating

      iET ITSM

      N/A
      0 Ratings

      Usability

      8.9

      Freshservice

      89%
      5 Ratings

      iET ITSM

      N/A
      0 Ratings

      Support Rating

      8.4

      Freshservice

      84%
      21 Ratings

      iET ITSM

      N/A
      0 Ratings

      Implementation Rating

      8.2

      Freshservice

      82%
      1 Rating

      iET ITSM

      N/A
      0 Ratings

      Likelihood to Recommend

      Freshworks Inc

      Freshservice works well for an internal IT department tracking problems and helpdesk tickets. It is great for implementing approval workflows and workflows for resolving issues. Having a repository for solutions article that is easy to search for users and IT department. Asset tracking provides the IT department a way to view reoccurring issues. The integration with MS Teams allows users and IT to quickly submit and resolve helpdesk tickets.
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      iET Solutions, LLC.

      No answers on this topic

      Pros

      Freshworks Inc

      • Helpdesk Ticketing system for escalation and distributing among technicians.
      • Service requests for ordering processes and employee onboarding and termination.
      • Project Management is a useful tool for our IT department to track internal projects.
      • The reporting is very helpful reporting various metrics to leadership.
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      iET Solutions, LLC.

      No answers on this topic

      Cons

      Freshworks Inc

      • Coding of tickets to meta data could be made quicker by easier display of tickets
      • The ability to edit the grid of tickets is great but if more columns could be edited it would be perfect
      • If there would be a way to auto alert your manager when someone else is coding tickets for the more stubborn techs so we can force the users to put in their own tickets it would be great.
      Read full review

      iET Solutions, LLC.

      No answers on this topic

      Pricing Details

      Freshservice

      Starting Price

      $19 Per Month Per User

      Editions & Modules

      Freshservice editions and modules pricing
      EditionModules
      Starter$19.001
      Growth$49.002
      Pro$89.003
      Enterprise$1094

      Footnotes

      1. Per Month Per User
      2. Per Month Per User
      3. Per Month Per User
      4. none

      Offerings

      Free Trial
      Free/Freemium Version
      Premium Consulting/Integration Services

      Entry-level set up fee?

      No setup fee

      Additional Details

      Pricing

      iET ITSM

      Starting Price

      Editions & Modules

      iET ITSM editions and modules pricing
      EditionModules

      Footnotes

        Offerings

        Free Trial
        Free/Freemium Version
        Premium Consulting/Integration Services

        Entry-level set up fee?

        No setup fee

        Additional Details

        Likelihood to Renew

        Freshworks Inc

        It's overall value in our organization is extremely high and it has become an essential part of our business.
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        iET Solutions, LLC.

        No answers on this topic

        Usability

        Freshworks Inc

        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.
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        iET Solutions, LLC.

        No answers on this topic

        Support Rating

        Freshworks Inc

        Hard to say since we have our internal support for FreshService. If it is based on our internal expert then the service has been nothing but informative, helpful, and responsive. They manage to implement our request and system updates along with the functionality of the FreshService tool. They are constantly adding features and improving workflow.
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        iET Solutions, LLC.

        No answers on this topic

        Implementation Rating

        Freshworks Inc

        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.
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        iET Solutions, LLC.

        No answers on this topic

        Alternatives Considered

        Freshworks Inc

        There were many good reviews about the product, and I must say Freshservice stood truly on those reviews. Freshservice offers a more modern and intelligent User interface as compared to other solutions available in the market, giving it a positive edge. Also, Freshservice is very user-friendly and very easy to use.
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        iET Solutions, LLC.

        No answers on this topic

        Return on Investment

        Freshworks Inc

        • The service catalog has simplified and reduced inquiries about purchasing equipment, requesting forms, and identifying software that is available to campus. We estimate a 25% reduction in such inquiries
        • Canned responses and the ability to insert solutions allows our staff to spend more time supporting our users, rather than looking up answers and typing responses.
        • Using the CMDB to document infrastructure, business processes, and training material has allowed IT staff to get-up-to-speed and identify answers to questions more quickly. Additionally, the documentation is advantageous for other departments across campus so that we can show impact of business process changes.
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        iET Solutions, LLC.

        No answers on this topic

        Screenshots

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