TrustRadius
Pretty Fresh but not for everyone!
https://www.trustradius.com/it-service-management-itsmFreshserviceUnspecified8.610101
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February 28, 2019

Pretty Fresh but not for everyone!

Score 6 out of 101
Vetted Review
Verified User
Review Source

Overall Satisfaction with Freshservice

We use it for problem management, change management, and release management. We have had some issues with the database links and some issues with misses but they were more from the SQL side.
  • Problem Management: we have a lot of P1 and P2s and as per our process we need to have the proper level of explanations for each issue and help remediate.
  • To help with ITSM: it definitely helps us with our future changes and keeps track of our changes in following the process and also to have a log of critical production changes.
  • It helps us maintain a great IT database for all the ongoing activities and helps refer to problems with simple searches.
  • Configuring it in the infrastructure of large scale can be pretty tough but support helps!
  • Have found a couple of misses and glitches here and there that required assistance and needs improvement.
  • The GUI can be simpler(not that it's really bad but can use some help when it comes to presentations).
  • It was replaced later by another ITSM, which I can say is a negative as users had difficulty using it and educating themselves.
  • It's certainly not inexpensive, however, it can be helped with some long term discounts on the modules to lure and keep their customer base.
  • It's definitely not a go-to for a large organization like ours as we have had a lot of issues with the GUI and also with simple searches being missed along with some calendar related issues to define moratorium and freeze periods
Well not so great and hence we replaced it with CA service desk.
BMC Remedy, CA Service Desk Manager, Jira Service Desk, SolarWinds Netflow Traffic Analyzer, Infoblox IPAM, Amazon Cloud Drive, Dropbox, Apple iCloud, SAP Access Control, OpSmart ITSM / CMDB, Ivanti ITSM Service Desk, powered by Heat (formerly LANDESK Service Desk)
I feel its certainly a go-to for small infrastructures and can be pretty difficult to set up for large organizations where IT is vast and deals with a lot of tickets every now and then.

Freshservice Feature Ratings

Organize and prioritize service tickets
6
Expert directory
8
Service restoration
7
Self-service tools
9
Subscription-based notifications
8
ITSM collaboration and documentation
5
ITSM reports and dashboards
5
Configuration mangement
5
Asset management dashboard
7
Policy and contract enforcement
5
Change requests repository
9
Change calendar
7
Service-level management
5