Freshservice delivered and updates are exciting again!
March 30, 2021

Freshservice delivered and updates are exciting again!

Karli Hoffman | TrustRadius Reviewer
Score 8 out of 10
Vetted Review
Verified User

Overall Satisfaction with Freshservice

In our organization we selected Freshservice to replace an aging ITSM solution. We needed something easy to implement and easy to support while still being versatile and customizable enough for our needs. We also needed more features than our previous ITSM solution offered. We run a lean IT Department so the software needed to function well without much time consuming configuration tweaks.
  • Ease of use.
  • Versatile without code.
  • Product development.
  • Support response time.
  • Web Portal customization is minimal without coding.
  • Bulk Asset Imports done only with Excel files (rather than a built in tool).
  • Automated email formatting is lackluster. Text box is small and spacing is odd.
  • Much stronger asset management and tracking.
  • Major automation features that have saved a significant amount of time.
  • Higher visibility of analytics and much less time spent to create reports and dashboards.
Freshservice seemed a bit more robust than SSD (it was Samanage when we evaluated) and the team at Freshservice did a really good job giving us an thorough feel of their software. Ultimately, the features between SSD and Freshservice were very close however around the time we were evaluating, SolarWinds acquired Samanage and the process/name-change got a little confusing. This was a factor for us picking Freshservice over Samanage/SSD.

Do you think Freshservice delivers good value for the price?

Yes

Are you happy with Freshservice's feature set?

Yes

Did Freshservice live up to sales and marketing promises?

Yes

Did implementation of Freshservice go as expected?

Yes

Would you buy Freshservice again?

Yes

I would recommend Freshservice in most cases where the group is in a situation like ours. Our in-house development team does not have time to work on changes and features for an ITSM. Freshservice allowed us (IT Ops, etc.) to create and customize the ITSM to our near-exact needs while still being very easy to use and requiring minimal time investment to do so. This ease of use does not mean the software is simple, either. It is packed with tools and getting better all the time.

Freshservice Feature Ratings

Organize and prioritize service tickets
10
Expert directory
7
Service restoration
9
Self-service tools
10
Subscription-based notifications
9
ITSM collaboration and documentation
9
ITSM reports and dashboards
10
Configuration mangement
9
Asset management dashboard
8
Policy and contract enforcement
8
Change requests repository
9
Change calendar
6
Service-level management
10