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 This is great for cold calling and starting clients from scratch. A lot of entry is required to build a customer profile, but if you are diligent in entering this information, then it can be extremely useful, and you will thank yourself down the road for having an organized database with as many or few details stored. It is a little more challenging for existing customers who have a wealth of information on their files because the transfer of information can be quite tedious.
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 Allows us to make changes quickly and with relative ease Can be flexible enough to use among several teams who do very different work Salesforce in general provides SO much training that anyone on the team can skill up and help maintain the system 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 Incredibly complex to set up and configure. Multiple points of potential failure. Things Desk.com did out-of-the-box require customized code and components in Service Cloud. Front-facing community is extremely difficult to configure and comes with many limitations. No help is provided by Salesforce without expensive Premiere Support plans. Expensive! Hidden costs and development costs are going to make Service Cloud far more expensive than almost any other Help Desk provider out there. 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 Professional edition works best for a small company with lower call volumes and is very useful but as you grow exponetially I think it has limited ability to do all the things we want to - SLA management, defect, release management to name a few. Reports and dashboards being available in real time.
Read full review 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 I had Salesforce experience prior to using Service Cloud which made it a little easier to learn and navigate, but overall my team (some who had no Salesforce experience) caught on very quickly and found Service Cloud to be easy to use.
Read full review Reliability and Availability Salesforce has a more than 99% uptime rate and Salesforce Service Cloud is no exception. I have never had any issues experiencing outages or service degradation when it comes to using the Service Cloud product (that I can remember). Always reliable and easy to use, I would recommend this product as your go-to for helpdesk, service desk, incident management, call center, and other business process needs.
Read full review Performance There are issues with page load performance and database performance for sure, but we are a very complex setup with a lot of automation and processing for 2000+ users so this is not surprising. We are also global, so the issue with distance from the regional servers is a problem.
Read full review 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 It depends on what support package you buy from Salesforce. That can be good or bad. It's highly flexible to your needs pricing wise. If you have devs on staff then don't buy support. If you don't, then sfdc offers support for a cost.
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 We are still working through issues with the implementation. Things are also always changing so the original implementation required many changes
Read full review 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 Salesforce service cloud is more configurable than Zendesk and
Freshdesk . It has its own inbuilt AI chatbot also which further improves service agent efficiency. Salesforce is more integration agnostic and has pre-built connectors with multiple 3rd party systems. However, in terms of pricing it is priced at a premium compared to the other solutions
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 Because this is a cloud service, the security, implementation framework and feature list is very mature and you don't have to develop these during implementation. The larger the implementation programme the better the licensing arrangements Free developer toolkit for proof of concepts or showcasing features Limited to annual subscription model Read full review ScreenShots Salesforce Service Cloud Screenshots