Perfect ITIL solution for small in-house IT Team
Updated November 13, 2022

Perfect ITIL solution for small in-house IT Team

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

Overall Satisfaction with Freshservice

Currently, we use Freshservice in our IT Department as our in house ITIL solution. It allows us to support 300 staff in non-technical roles. It replaced us using just email, resulting in tickets getting lost. We also required an ITIL solution to meet Government Contract obligations.
  • Ease of use.
  • Speed of support.
  • Pricing.
  • Scalability.
  • Features
  • Agility
  • Out of the box integrations are limited.
  • Can be difficult to connect to other ITIL solutions.
  • iOS app can be hard to navigate.
  • For APIs to run we need to assign a full agent license at $100 per month.
We signed up for a trial and within 12 hours we had a full functional ticketing system,
Support is extremely quick to answer. Generally fast to find a solution. We needed to move from US based data centre to an Australian data centre and Fresh support were able to migrate our data even though this is not a common request.
Freshservice is very easy to set up and manage. Expect to be up and running answering ticket within the hour.

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Easy to recommend. Especially if it's an in house IT team needing to run up a full ITIL solution. We had our full help desk operational in a few hours and by day's end we had stopped looking at the email inbox. It's perhaps not a full feature at solutions for companies supporting many other companies.

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
Not Rated
Configuration mangement
Asset management dashboard
Policy and contract enforcement
Change requests repository
Change calendar
Not Rated
Service-level management