Awesome player in this space with just a few nagging development issues
April 15, 2021

Awesome player in this space with just a few nagging development issues

Anonymous | TrustRadius Reviewer
Score 8 out of 10
Vetted Review
Verified User

Overall Satisfaction with Freshservice

Service requests and incidents used to be tracked by email requests. Now the company has a central repository for all requests coming in from users and a mechanism for tracking them to completion. We are also using this for vendor and license management. It has made a huge difference in our IT operations!
  • Tracking service requests
  • Tracking incidents
  • Project management
  • Change management
  • Better time management and reporting around time on issues and projects
  • The ability to set a default for a field pick list item. It seems this should be standard in a form.
  • Resolution time on issues has dropped
  • Service requests are completed to SLA
  • Requests do not fall off the face of the earth
I have used Service Now and BMC Remedy. Service Now did well with ticketing but I had issues with the tool not delivering on my reporting needs. BMC Remedy was an extremely robust solution and could do just about anything that was thrown at it but needed an army of support staff to configure and maintain.

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 a good, well-rounded service management platform that is easy to manage with minimal setup, as it is cloud based. It has great capabilities in incident and service management but is not super with project management. The change management features work well for our company as far as giving us the ability to have approvers for change events.

Freshservice Feature Ratings

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