Best value ITSM solution out there!
April 29, 2022

Best value ITSM solution out there!

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

Overall Satisfaction with Freshservice

We utilize most of Freshservice's features including asset management for hardware and software, helpdesk support, reporting, and service requests. We needed a central location to manage all of these items to better align with ITIL/ITSM in our organization and simplify the processes.

Pros

  • Asset Management
  • Ticketing
  • Service Request
  • Automation
  • Integration

Cons

  • I wish reporting was more verbose with the lower tiers of the service
  • Support for the product can be very hit and miss
  • Assets packs are too large
  • Workflow automation
  • Integrations
  • Asset Management
  • We have streamlined (and automated) most common service requests
  • We have integrated with our other systems to improve our 'birds eye view'
  • We have improved on our proactive remediation
Freshdesk works really well for ticketing, but that's it. It doesn't have most of what Freshservice can offer. You miss out on asset management, lots of automation features, and service requests. However, its API is just as robust as Freshservice and integrates nicely with Microsoft Power Automation Flow which also external automation of some tasks.

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

ConnectWise Control (formerly ScreenConnect), Microsoft Endpoint Manager (Microsoft Intune + SCCM), Palo Alto Panorama, Microsoft Defender for Cloud Apps (formerly Microsoft Cloud App Security), Microsoft SharePoint, Microsoft Defender for Endpoint (formerly Microsoft Defender ATP)
Small-medium businesses that are looking to improve their helpdesk, asset management should look no further than the price per agent and asset packs along with its feature set. We utilize the automation provided by "Workflow Automation" and its many integrations. We also take advantage of its API to integrate our other processes with this application.

Freshservice Feature Ratings

Incident and problem management
8.0
Organize and prioritize service tickets
9
Expert directory
6
Service restoration
7
Self-service tools
9
Subscription-based notifications
8
ITSM collaboration and documentation
9
ITSM reports and dashboards
8
ITSM asset management
8.5
Configuration mangement
9
Asset management dashboard
8
Policy and contract enforcement
Not Rated
Change management
7.5
Change requests repository
9
Change calendar
Not Rated
Service-level management
6

Using Freshservice

110 - They represent end-users and agents. Everyone from the c-suite all the way down to temporary contractors or helpdesk agents. We are looking at more ways to expand our usage of this product where it makes sense and can help the business.

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