Freshservice is a cloud-based service desk and IT service management (ITSM) solution that currently serves more than 10,000 SMB, mid-market, and enterprise customers worldwide.
$29
per month per agent
Sentry
Score 8.7 out of 10
N/A
Sentry provides engineering teams with tools to detect and solve user-impacting bugs and other issues.
Freshservice is well suited for companies looking to implement ticketing / case management across the organization, but only if IT will be using it. Otherwise, I'd recommend Freshdesk. IT departments that don't function in the ITIL style of incident, request, change, and project management may find it overkill if they are only looking for a simple Help Desk solution.
Great for standard web application performance monitoring, analytics and error reporting. Shows line level code errors, gives insight into performance issues (plugins, API issues, etc.). Automation and scheduled scanning in production gives client visibility into 'after deployment' value. Also lets a relatively small number of developers keep tabs on a handful of different site/applications without needing a bunch of tools. The UI is pretty complicated and can be overwhelming for new users. Documentation could be better for the learning curve,
Great web interface. Lots of data available in a really clean format, with filtering options and more.
Per-user exception tracking. User is complaining about something being broken? Look up their account ID in Sentry and you can see if they've run into any exceptions (with device information included, of course).
Source map uploading. Took a little while to figure this out but now we have our deploy script upload sourcemaps to Sentry on each deployment, meaning we get to see stack traces that aren't obfuscated!
Very generous free tier – 10,000 events per month. We're nowhere near that yet.
To have more options on what to do with the emails that arrive in the support mailbox (which goes to Freshservice), Setting some special rules or detailed filtering is not possible.
Non 3rd party tools to connect to Intune are missing. Additionally, the third-party tool available in the store is not satisfactory. It would be nice to have native support for importing devices from our Azure cloud.
The contract requires you to prolong your contract end-date by two years instead of just one year, which to us is a bit aggressive.
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.
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.
Its incredibly versatile, but that leads to complexity for the uninitiated, which can be intimidating. Nevertheless its a well polished product, in our case leading to only using it for a focus on frontend is still more cost effective than buying a one-to-rule-them-all tool...
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.
Support from OEM is decent but needs improvement. Sometimes OEM also needs to understand the criticality of the customer and help as an Ad-hoc, which is somewhat lacking at Feshservice. Although the normal support team is well-equipped and helps according to the matrix, if something critical for the partner or customer requires immediate attention, it still goes through the L1-L2-L3 levels, which wastes a lot of time.
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.
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.
Easy setup and a lot of customization which can be made. They offer the full ITSM tool for 75$ per agent and all the PRO are included in the package, which makes it easy to calculate and use. There are only a few add-ins that you need to pay for, based on the number of agents or the number of executions.
It is cheaper and offers better support for front-end applications for enterprise large environments with more then 30 scrum teams and hundreds of micro frontend applications. The configuration options, both with the agent and from the user interface, are superior to other tools, and the documentation is also very easy to use.
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+.
