Robust and Feature Rich - FreshService brings all the tools you need to the party!
March 30, 2021

Robust and Feature Rich - FreshService brings all the tools you need to the party!

Anonymous | TrustRadius Reviewer
Score 9 out of 10
Vetted Review
Verified User

Overall Satisfaction with Freshservice

FreshService is used in our environment for onboarding/offboarding automation, helpdesk ticket, development workload management, and permission/programing change request management. It is used across the whole organization. The vast majority of our users create helpdesks when they have issues, and it allows our agents to go in and work those tickets.

Pros

  • Continuously adding features or updates, set forth by their community
  • Ticket automation and tracking
  • UI is very responsive and sleek
  • Robust Reporting Capabilities
  • API driven focus, with excellent documentation

Cons

  • Peace-meal feature offerings require additional purchasing
  • Segmentation of Agents/Users
  • Inability to create "user groups" with shared security access
  • Positive net impact on our IT Helpdesk SLA
  • Positive time savings on development resource coordination investements
FreshService blows IssueTrak out of the water when it comes to feature set and offerings. We migrated off IssueTrak and never looked back. Admittedly, and in the interest of full disclosure, our version of IssueTrak was probably outdated, and inhouse, but it severely lacked any of the modern offerings that Freshservice brought to the table.

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

[Freshservice] works great as our IT Support helpdesk and tracking solution. Their is also very good, and for our use case, is mostly used for easy tracking of inventory via their ability to use the camera of your phone to scan barcode inventory and update immediately. This has been a lifesaver and a vast improvement over our previous inventory management offering. I would like to see further development of the accounting side of inventory management.

Freshservice Feature Ratings

Incident and problem management
9.1
Organize and prioritize service tickets
10
Expert directory
9
Service restoration
10
Self-service tools
9
Subscription-based notifications
10
ITSM collaboration and documentation
8
ITSM reports and dashboards
8
ITSM asset management
8.7
Configuration mangement
9
Asset management dashboard
8
Policy and contract enforcement
9
Change management
8.7
Change requests repository
10
Change calendar
7
Service-level management
9

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