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 I recommend Splunk on-call is more suited where there are high incident queues; multiple teams need to be involved in handling a P1 severity issue. Multiple levels of escalation are needed environment where automated action is required. I recommend the solution for large-scale & medium-scale business units. For small-scale business units, I see the functional value is less.
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 Easily assign work/tickets between multiple users Supports a wide variety of software integrations Easy to manage scheduling tool As part of the Splunk toolset, provides detailed levels of data analysis at our engineers fingertips 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 The user interface can be furthe improved Licensing needs to be simplified and packaged as a bundle with other Splunk product like Enterprise Security Customer outreach can be further enhanced 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 It was a good solution with a good comprimise prize/features for our use cases
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 Good usability, it could be improved
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 VictorOps support has proven excellent for us. Because it is such a widely used tool, there is a lot of documentation on usage, and a large community of users to lean on. Also, many engineers have had experience working with VictorOps already, and the tool is so easy to setup / manage that much support isn't really necessary.
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 It was a good solution with a good comprimise prize/features for our use cases
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 Splunk On-Call integrates better with our Splunk Cybersecurity and Reporting products due to the same family tree of the same eco system. We were previously using built-in on-call from individual applications and while adequate, they were difficult to manage and support SLA varied greatly across different applications. In addition we also used
xMatters which did not integrate well with SAP products nor Citrix products so we were still using more than a single on-call product which was solved by implementing Splunk On-Call
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 It runs our on call rotation so it makes it easy for us. It integrates with Slack so it makes it easy for us to manage through Slack. Read full review ScreenShots