Affordable solution for a complete set of ITIL processes
May 05, 2022

Affordable solution for a complete set of ITIL processes

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

Overall Satisfaction with Freshservice

Freshservice is a great alternative to pricier alternatives to manage your IT (or ITIL) processes and do more than just handle service tickets. This is a more complete solution than the helpdesk product they also offer (Freshdesk) as you can go deeper into IT Operations and manage your assets more efficiently.

Pros

  • Complex ITSM with tons of service to better serve your employees
  • Affordable solution to do a lot without breaking the bank
  • Optional PPM features for small scaled projects

Cons

  • Can get a bit confusing when integrated with other "Fresh" products
  • PPM features are quite limited and may not be worth it at all
  • Limited number of marketplace apps compared to Freshdesk
  • Fair pricing
  • Advanced CMDB features (asset management)
  • Change control workflows (on top of incident mgmt.)
  • Better time-to-value
  • Clear transparency on the approved changes
  • Traceability for audit purpose
We found Freshservice to have the best balance between pricing and features. While you don't get nearly as many possibilities as with ServiceNow (e.g., the ability to build nearly any type of workflows from end-to-end), the solution is quite user-friendly with not much of a learning curve for employees. The support is also quite responsive and the developer's community is helpful.

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

Freshservice is best for small to medium-sized companies willing to set things straight from the beginning. The true strength of Freshservice is the ability to integrate the different "Fresh" products together and offer plenty of support channels to your employee without spending too much either. That also makes it easy to follow ITIL standards.

Freshservice Feature Ratings

Incident and problem management
7.3
Organize and prioritize service tickets
8
Expert directory
7
Service restoration
7
Self-service tools
8
Subscription-based notifications
8
ITSM collaboration and documentation
6
ITSM reports and dashboards
7
ITSM asset management
6.3
Configuration mangement
7
Asset management dashboard
7
Policy and contract enforcement
5
Change management
7.0
Change requests repository
7
Change calendar
6
Service-level management
8

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