Freshservice IT is !
April 29, 2022

Freshservice IT is !

Anonymous | TrustRadius Reviewer
Score 6 out of 10
Vetted Review
Verified User

Overall Satisfaction with Freshservice

Freshservice is the ticketing system that replaced Jira in our organization. Currently, it is the only system that is used for incident tracking tickets, development tickets, test cases, change control tickets, and many more. We have customized the tool to engage across different departments like HR, IT, Consulting, etc within our organization.
  • Create tickets
  • Manage tickets
  • Create BI Reports
  • Change Management
  • Maintain Test Scripts
  • Analytics definitely needs improvement. It doesn't reflect changes in underlying data spontaneously. There is a considerable amount of delay which results in misinformation
  • Freshservice API is not robust. The security information can be easily subjected to breach
  • Workflow built-in tickets are not robust. Introducing any change to workflows is not user friendly
  • Incident Tracking
  • Service request Tracking
  • Change Management
  • Test Case Tracking
  • We heavily rely on an analytics dashboards for tracking our daily management metrics. But Freshservice is posing a challenge in that space. This has been negatively impacting our ROI
  • Asset management public API could have better security management capabilities
  • Workflows should be easy to customize
  • Jira Service Management (Jira Service Desk)
We went with Freshservice against Jira for cost efficiency. Freshservice was cost-effective for the same set of features that the Jira cloud offered. We wanted a tool to manage our patch testing test cases more easily without purchasing an additional plug-in as Jira and Fresh Service offered an out-of-the-box feature. This is a great plus for us in terms of ROI.

Do you think Freshservice delivers good value for the price?

Not sure

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?


Would you buy Freshservice again?


Jira Service Management (Jira Service Desk), BMC Helix ITSM (Remedy)
Freshservice definitely needs some serious improvements, especially in the analytics space. We always have trouble getting the up-to-date results from Freshservice on our analytics dashboard. This often results in misinformation during our daily monitoring calls. Another area for improvement is the ease of workflow. Freshservice has come out of the box with workflow capabilities but it can still improve on customization.

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
Asset management dashboard
Policy and contract enforcement
Change requests repository
Change calendar
Service-level management