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Freshservice will transform your business
April 09, 2021

Freshservice will transform your business

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

Overall Satisfaction with Freshservice

Freshservice is used across the entire organization. It was first implemented by the IT department but after 2 years has evolved into a full corporate infrastructure support platform. It provides a single place to find support for all infrastructure needs on a global scale.
  • Low/No code automation.
  • Easy to navigate GUI.
  • Robust feature set and native integrations.
  • Ability to add notes into workflows.
  • More options for conditions in automations.
  • Improved efficiency of corporate infrastructure teams.
  • Improved metric and data analysis.
  • Improved collaboration and communication.
Freshservice's cost/feature ratio was by far the best compared to the other solutions. Better UI, more robust automation features that are no/low code, full end to end service management platform for a global enterprise.

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

The Okta Identity Cloud, Google Workspace (formerly G Suite), Slack
Freshservice is well suited in most support scenarios that we have encountered. Easy to use interface, intuitive workflow automations, and native analytics suite have all been very useful. It's less appropriate for project management, especially with digital/web development.

Freshservice Feature Ratings

Incident and problem management
9.0
Organize and prioritize service tickets
9
Expert directory
9
Service restoration
9
Self-service tools
9
Subscription-based notifications
9
ITSM collaboration and documentation
9
ITSM reports and dashboards
9
ITSM asset management
8.0
Configuration mangement
8
Asset management dashboard
8
Policy and contract enforcement
8
Change management
9.0
Change requests repository
9
Change calendar
9
Service-level management
9

Using Freshservice

100 - All corporate infrastructure teams: IT, HR, Finance, Facilities, Development.
5 - IT skillset is a prerequisite for Freshservice support.
  • New user on-boarding.
  • Application access/provisioning.
  • Break/Fix support queries.
  • Finance teams have found great success in using Freshservice.
  • New orchestration features allow for native integrations with other parts of our cloud stack.
  • Project management.
  • Bug tracking/development.
It's overall value in our organization is extremely high and it has become an essential part of our business.

Evaluating Freshservice and Competitors

Yes - HappyFox ticketing/support solution. HappyFox was not geared toward a global organization and lacked automation and reporting/analytics features that our organization needed to expand our level of service.
  • Price
  • Product Features
  • Product Usability
The native functionality was by far the best in our comparisons with other platforms. ServiceNow was the closest competitor, but it was nearly 10x the cost of Freshservice.
I wouldn't change anything about our evaluation/selection process.

Freshservice Implementation

Use case and requirements have to be very specific. Each business is different so it's very important to be as clear as possible with your initial requirements when communicating with the on-boarding/implementation team.
  • Implemented in-house
Yes - 
  • User/agent creation.
  • Agent group creation.
  • Custom form creation.
  • Custom application creation.
  • Workflow/automation setup.
Change management was minimal

Freshservice Support

Freshservice support is always timely, professional and polite. They always make themselves available and we have an assigned customer success manager and technical contact that are bookable and readily available.
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
No. As far as I know there is no premium support options. The level of support we have with our current subscription is more than satisfactory.
Each time I reach out for support it is an exceptional experience!

Using Freshservice

Easy to navigate and use GUI. We have many infrastructure team members from various departments using Freshservice and their on-boarding and training was very straightforward and we have not received much, if any negative feedback from non-technology users in regards to overall usability, interface or functionality.
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
  • Workflow/automation creation.
  • Creating requestable, repeatable service request items.
Yes - It works very well for on the go usage. Full administrative control is limited to desktop, but that's to be expected.