Easy tool that keeps innovating
August 17, 2019

Easy tool that keeps innovating

Anonymous | TrustRadius Reviewer
Score 7 out of 10
Vetted Review
Verified User

Overall Satisfaction with Freshservice

Our organization rolled out Freshservice to replace an old, clunky tech support ticketing system. Freshservice is the definitive way our users inform the I.T. Department of a problem. Users submit tickets to Freshservice via the portal and email. It also provides our users with a self-service knowledge base in an effort to help them resolve issues on their own.
  • User-friendly products
  • Affordable
  • Steady development
  • Company has spread itself too thin in recent months and lost its focus
  • Company's understanding of culture in English speaking countries creates some confusion.
  • Continued confusion between FreshService & FreshDesk.
  • Faster time to resolution.
  • Improved overall satisfaction with the I.T. Department.
  • Easy ticket management and organization.
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.
I stick with FreshService because it has been easy to use. If it were not, then I would terminate the contract which is only annual. The few times I have needed assistance, the response has been quick. Most of the issues that I have needed assistance on have been resolved in the initial response. It is clear to me that Freshservice has a competent team on their support staff.
Zendesk is the Cisco of the IT Support world—everyone uses it and no one gets fired for buying it. However, Zendesk is far more than most organizations need and is one of the most expensive solutions. I really wanted to go with HappyFox, it performed well and has a great interface. However, it lacked the ability to customize in the ways I needed it to be. I could not force my users to conform to HappyFox, it should conform to them. In the end, FreshService met our needs and was the most affordable for what it provided.
We are a small higher education institution. Freshservice is used by everyone, but naturally, most of the users are our students. Unlike some other systems, Freshservice allows our students to submit tickets via email from any valid email address. This is a huge help for part-time students who rarely use their institutional email. FreshService is also really good when it comes to customization. Of all the tools we evaluated, FreshService allowed us to do the closest to our initial vision. Other products forced us to conform to their systems.

Freshservice Feature Ratings

Organize and prioritize service tickets
Self-service tools
Subscription-based notifications
ITSM collaboration and documentation
ITSM reports and dashboards
Configuration mangement
Asset management dashboard
Policy and contract enforcement
Change requests repository
Change calendar
Service-level management