New IT Ticketing System: Adopting a best practice from the ITIL Framework on Incident Management
Updated September 10, 2024

New IT Ticketing System: Adopting a best practice from the ITIL Framework on Incident Management

Andy Wong Wing Cho | TrustRadius Reviewer
Score 9 out of 10
Vetted Review
Verified User

Overall Satisfaction with Freshservice

Freshservice is mainly used by our company IT ServiceDesk agents to support end users throughout all departments for office globally (Malaysia, Singapore, Norway, UK, Brazil, Amsterdam, Nigeria and Ghana) for the past one year. Until recently, we soft-launched to end users to submit their IT issues via the Freshservice portal and assigned to IT ServiceDesk agents.

Pros

  • Ease to submit ticket
  • User can monitor their own tickets
  • Easier and automated reports send to respective IT personnel
  • Easy to modify the Form Fields
  • Easier administration

Cons

  • Auto-assign does not work very well even the Agent option has been enabled
  • The new analytic reporting quite confusing and need to learn it
  • Good to have a version control on workflow automation that allow me to rollback if there's any issues.
  • Satisfied with the investment
  • User experience is good and we are currently working with the new user interface
  • Admin able to perform a great amount of customization without much coding involved to fit the business needs.
Freshservice able to provide the perfect amount of customisable in the admin portal and we can use it out-of-the-box without any coding knowledge build anything, but we have used the settings to customise it to fit our business needs. It's able to integrate well with PowerBI and Microsoft Azure for Single Sign On features.
Getting support from the Freshservice team is not only easy, but it also usually results in a relatively quick resolution. Their online chat support and email support was great and was very responsive. The support agent will assist to perform the testing together with us by assigning them the ocassional agent license.
Easier to implement as compared to other ITSM tool like Summit Symphony ITSM. Freshservice to be the perfect amount of customisable in the Admin portal and we can use it out-of-the-box without needing any coding knowledge to build anything, but we have used the settings to customise it to fit our business needs.

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?

I wasn't involved with the selection/purchase process

Did implementation of Freshservice go as expected?

Yes

Would you buy Freshservice again?

Yes

Freshservice is easy to implement to IT use and rollout for end users. Any changes to the interface or Freshservice need to notify the customer first. I have encountered cases activation email notification was sent to users automatically with the new FreshWorks and it has caused confusion with users. Some are treated it as phishing email.

Freshservice Feature Ratings

Incident and problem management
8.4
Organize and prioritize service tickets
9
Expert directory
8
Service restoration
8
Self-service tools
9
Subscription-based notifications
8
ITSM collaboration and documentation
8
ITSM reports and dashboards
9
ITSM asset management
Not Rated
Configuration mangement
Not Rated
Asset management dashboard
Not Rated
Policy and contract enforcement
Not Rated
Change management
Not Rated
Change requests repository
Not Rated
Change calendar
Not Rated
Service-level management
Not Rated

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