Freshservice gave our IT Service Desk a fresh start
March 30, 2021

Freshservice gave our IT Service Desk a fresh start

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

Overall Satisfaction with Freshservice

This is used by the IT department as our ITSM.
  • Ticket auto assignment.
  • Ease of implementation.
  • User friendly Self Service portal.
  • Agent dashboard.
  • Limited workflow options.
  • Agent out of office notification on ticket responses.
  • Integrating asset management.
  • Project management dashboard.
  • Reduced software costs for ITSM by 40%.
  • Improved self-service portal usage by 60%.
  • Reduced mean response time by 30%.
Freshservice is by far the easiest to implement of all solutions considered. In one month a small team had this up and running replacing Cherwell which had taken over 6 months and a much larger team, including consultants to stand up when it replaced Alloy. It was quite possibly the most seamless software transition our company has ever gone through. In addition, the end user engagement with the easy to navigate self service portal has allowed us to grow the business without the need to increase agents due to agent friendly solution articles and canned responses that can be added as we support new tools for our teammates. While it may not have all the bells and whistles of some of the more expensive solutions, the things it does well are far superior in the UI design and usability from all of the other tools we evaluated. The price point at which this software is offered cannot be beat if you are able to live within the limitations of current system design. Complex workflows are limited in what can be set up but we have found suitable workarounds for the few scenarios in which this was an obstacle for us. Also, I cannot say enough good things about the support via chat message that Fresh Service offers, they are super responsive and knowledgeable, I've been very impressed with the tier 1 support team when I need to reach out to them.

Do you think Freshservice delivers good value for the price?


Are you happy with Freshservice's feature set?


Did Freshservice live up to sales and marketing promises?


Did implementation of Freshservice go as expected?


Would you buy Freshservice again?


NICE inContact CXone, Microsoft 365 (formerly Office 365), Microsoft Teams
Freshservice is an easy to use out of the box solution for help desks that don't require a lot of workflow automation.

Freshservice Feature Ratings

Organize and prioritize service tickets
Expert directory
Service restoration
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

Evaluating Freshservice and Competitors

Yes - Cherwell was replaced due to cost and administrative complexity.
  • Price
  • Product Features
  • Product Usability
The ease of use/setup was the primary factor in choosing this over Samanage which was also considered to replace Cherwell.
The only thing I would change would have been to make the change sooner.

Freshservice Support

Very responsive to bugs/issues. I love the chat support feature built into the program. Agents are truly knowledgeable about the tool and use cases. In addition, they are very professional and courteous when working with them.
Quick Resolution
Good followup
Knowledgeable team
Problems get solved
Kept well informed
No escalation required
Immediate help available
Support understands my problem
Support cares about my success
Quick Initial Response
No, but I think the license package we purchased may come with a support SLA.
Yes - Yes. Bugs are resolved quickly.
Agent wasn't able to see an issue until we set them up in our instance with a login and then by recording the occurrence was able to direct the issue to the proper developer who could investigate the issue and it was fixed within 24 hrs.

Using Freshservice

Very easy to set up and move from our old ITSM to Freshservice.
Like to use
Relatively simple
Easy to use
Technical support not required
Quick to learn
Feel confident using
  • Canned responses.
  • Solution articles.
  • Service catalog.
  • Ticket management.
  • Team dashboard.
  • Non-standard change management steps needed for our process.
  • Integration with Azure AD.
  • Integration with DevOps for project management.
Yes - They have an amazing mobile app that we use a lot. So much better than Cherwell!