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One tool fits all
Updated November 18, 2022

One tool fits all

Rob Buurman | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User

Overall Satisfaction with Freshservice

Freshservice is our ticketing-system. All incidents and service requests are being registered in Freshservice. It's our asset management tool, containing information about who is using-what. Now with everyone working from home, we needed a IT support tool, Freshservice is web based, has apps for mobile devices and gives the end user a smooth way to report any issues. The IT Servicedesk can keep track on all reported issues and is able to provide adequate support.
  • Web-based : issues can be reported from any device
  • Mobile apps : issues can be reported by using an app and reported issues can be tracked by the user
  • Asset-management : a Probe scans the devices and maintains installed software on devices
  • Maintenance of software assets : Freshservice reports the installed software, but if a device is retired, the software remains registered in the software assets. It would be better to have an option to clean it up.
  • Software assets are registered per software-release : there is no way to get an export of one software-asset at once, you have to export them per release. In case of programs like Firefox it's time consuming
  • Freshservice costs less than our previous support tool
  • Because Freshservice offers a lot of options OOB, we now do things we never did before, like asset management or proper authorization
  • Freshservice helps IT to get to a higher level
It works 'Out-of-the-box' (software nowadays never comes out of a box) : it's configuring your settings and you are good to go. Most features you need are there, adjust them to your demands, that's all to it.
Very good support, via chat and via email.
We switched from TOPdesk to Freshservice, mainly because of the costs. Freshservice offered so much more functionality that it was a no-brainer to make the switch

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

We implemented Freshservice within one month, luckily just before covid forced all staff to work from home. It helped us to get all staff up and running from home.

Freshservice Feature Ratings

Incident and problem management
9.4
Organize and prioritize service tickets
10
Expert directory
10
Service restoration
10
Self-service tools
10
Subscription-based notifications
8
ITSM collaboration and documentation
9
ITSM reports and dashboards
9
ITSM asset management
7.7
Configuration mangement
8
Asset management dashboard
8
Policy and contract enforcement
7
Change management
7.0
Change requests repository
7
Change calendar
7
Service-level management
7

Using Freshservice

500 - All users use Freshservice : it's the source for questions, issues and information.
4 - 4 Servicedesk agents are able to manage it all
  • Employee On- and Offboarding
  • Requests for new software
  • Request for access
  • most assets are kept up to date in FreshService (pc's and laptops)
  • users can use FreshService on the mobile app
  • we are looking at orchestration
we are pleased, so why change ?

Evaluating Freshservice and Competitors

Yes - Topdesk. We had a discussion with Topdesk about renewing licensing, which made us look for an alternative.
  • Price
  • Product Features
Pricing : it had to be cheaper than TopDesk
i would do the same way

Freshservice Implementation

think of what you want to do with FreshService : a clean start or a migration. Migration can be done with csv files, it's easy to do but you need to test it first.
  • Implemented in-house
Change management was minimal
  • in fact it was very easy to do, no issues found

Freshservice Support

ProsCons
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
None
it's all included
During the start FS helped us with our workflows. It's just a matter of understanding how it works, after that we were able to do it ourselves.

Using Freshservice

it's very intuitive, for both end-users and agents. New features are added all the time so your not buying just a product, you get a service.
ProsCons
Like to use
Relatively simple
Easy to use
Technical support not required
Well integrated
Consistent
Quick to learn
Convenient
Feel confident using
Familiar
None
  • creating Service Requests
  • creating approval workflows
  • integration with 3rd party apps
  • did not find any
Yes