Freshservice: You cannot go wrong with this decision
March 30, 2021

Freshservice: You cannot go wrong with this decision

Eric Krasner | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User

Overall Satisfaction with Freshservice

We use Freshservice as out ITIL ticketing system. It is administered in the IT dept with the Service Catalog available to the entire org. We not only us Freshservice for Service Requests and Incidents, but Asset Mgmt, Knowledge Mgmt and Workflow Automation.
  • Automated routing of tickets.
  • Detailed service items with dependent questions.
  • Ease of use which led to quick adoption.
  • Tech support is prompt and extremely knowledgeable and helpful.
  • While the workflow automation is great, the ability to automate between tickets and assets needs to improve.
  • We are already seeing an ROI based on the lower level of administrative overhead.
  • Adoption of the tool has gone so well, we are seeing an 80% decrease in email to the helpdesk.
Freshservice is a much more streamlined product, providing an ease of administration not found in most tools. In addition, Freshworks has an unbelievable record of growing the tool through development and technology acquisition. They are always looking to improve upon an already stellar toolset.

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

This is a great tool for any organization that is looking to implement an ITIL system for the first time. It may lack some of the sophistication of more established, enterprise class systems, but that is not a drawback. This tool does its job very well, while maintaining a simplified approach to administration. For the org that is looking to change tools, the Freshworks team does an excellent job in helping the migration plan.

Freshservice Feature Ratings

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