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.
- SolarWinds Service Desk (SSD)
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