Freshservice IT is !
April 29, 2022
Freshservice IT is !
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
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?
Yes
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?
Yes
Would you buy Freshservice again?
Yes