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Freshservice Takes the Worry out of Service Desk Administration
June 10, 2019

Freshservice Takes the Worry out of Service Desk Administration

Anonymous | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User

Overall Satisfaction with Freshservice

Freshservice has changed the way we manage IT issues throughout our organization. Easy to use, quick to set up and roll out, we had the solution ready to deploy in less than 4 hours. As it was our organization's first service desk software, it streamlined our troubleshooting process and aided in timely ticket resolution.
  • Easy to navigate and use
  • ITIL Support
  • Numerous integration opportunities
  • Limited reporting
  • Asset tracking - I have found this capability to be a bit confusing.
  • Streamlined ticket submission
  • Creates a paper trail for trouble equipment
  • Provides the ability to prioritize tickets/projects based upon our priority and needs.
Freshworks gave us everything we needed in a practical, web-based format. It worked like a charm!
As an SMB with only internal clients, Freshservice has hit it out of the park. The pricing schema and ability to upgrade when necessary allows you to try the free version and graduate to other plans as modules are needed. While I would suspect this would work in any size organization, I would definitely call Freshservice a go-to product for anyone needing a reliable, web-based help desk.

Freshservice Feature Ratings

Incident and problem management
10.0
Organize and prioritize service tickets
10
Expert directory
Not Rated
Service restoration
Not Rated
Self-service tools
10
Subscription-based notifications
Not Rated
ITSM collaboration and documentation
Not Rated
ITSM reports and dashboards
Not Rated
ITSM asset management
5.0
Configuration mangement
Not Rated
Asset management dashboard
5
Policy and contract enforcement
Not Rated
Change management
Not Rated
Change requests repository
Not Rated
Change calendar
Not Rated
Service-level management
Not Rated