Asset Management and Incidents/Service Requests
March 31, 2021

Asset Management and Incidents/Service Requests

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

Overall Satisfaction with Freshservice

Freshservice is used by our digital support department and our marketing department. Digital support uses it to store solutions, assets, receive and process incidents, service requests, problems, etc. We originally had our assets in an Excel sheet. Since using Freshservice, it has helped let us see where everything is located and is easy to update compared to messy lines in Excel.

The incidents portal is the most used, as it is how the rest of the company keeps in contact with us about any IT issues they have. Solutions are also handy, as our procedures were kept in SharePoint, where they were hard to find and load. Placing them in Solutions has allowed us to actually reduce the amount of content we had, as we use a lot of similar processes for many deploying situations, and were able to link to the one process rather than copying and pasting everywhere.

The marketing department is using it for the service requests portion, which has solved their issue of getting emails to individual people in the team all over the place.
  • Clean look; easy to read and see information
  • Different aspects work well together
  • Assets portion is easy to manage
  • More customization on fields for asset management
  • Solution interface is very basic and sometimes formatting gets messy
  • The filtering and search functions don't work well together; as soon as you filter, you lose the ability to search
  • All communication on issues is centralized, empowering users to report and respond
  • Most information in one place meaning fewer sites for staff to navigate
  • There was a steep learning curve to move from previous methods

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?

I wasn't involved with the selection/purchase process

Did implementation of Freshservice go as expected?

I wasn't involved with the implementation phase

Would you buy Freshservice again?


It is very easy to send in tickets/incidents if you set up an email to auto-create tickets if it gets sent anything. There is also a lot of customizability on incidents and service requests, so you can ask for details. The reply functions and private notes are also super helpful. It really helps centralize all communication between your digital support team and your users.

The asset register is amazing--makes it easy to add in your devices and you can also use the app provided, which gives information such as apps installed, components, last used date/last user. However, the cost and finance portion is super basic and you're better off still keeping your finance separate and just using the inventory as static info. To work with that, though, there are many ways you can import and export data.

Freshservice Feature Ratings

Organize and prioritize service tickets
Expert directory
Service restoration
Not Rated
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
Not Rated
Service-level management
Not Rated