Freshservice, a great ITSM
July 13, 2022

Freshservice, a great ITSM

Anonymous | TrustRadius Reviewer
Score 9 out of 10
Vetted Review
Verified User

Overall Satisfaction with Freshservice

We use it as a ticketing helpdesk for multiple departments within the company. It helps us to track current issues, existing issues, etc. We use it to provide timely support to our end users who are experiencing issues they need help with. It has greatly increased the speed of us assisting and getting the problem resolved.
  • ticketing
  • accountability
  • ease of use
  • programming side
  • Getting current functionality ironed out
  • improve functionality between multiple groups
  • Increased agent productivity
  • reduced resolve times
  • improved customer relations
I give it this because there is always room to improve on what they currently offer. Like many companies, they get into more improving by creating something new rather than fixing the old. There are many things that make this software one that I would recommend to many. however, I would still like them to fix the current modules and improve on them before going forward with more new items we don't necessarily need.
Support does really well Sunday through Thursday.
Freshservice is much faster and sleek and easier to use. if you want easy setup go with Freshservice. if you want to have clunky, hard to edit, etc. go with ManageEngine. The problem is ME has too much stuff it offers and not enough room to fit it.

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?

I wasn't involved with the selection/purchase process

Did implementation of Freshservice go as expected?

Yes

Would you buy Freshservice again?

Yes

Microsoft Teams, Microsoft Endpoint Manager (Microsoft Intune + SCCM), Proofpoint Email Protection
support is usually fast, except on afternoons on Fridays. Definitely helps to sort out multiple emails coming in and put them in the proper groups for help. It could help if they build in some more AI recognition to help with redirecting messaging better. Also if they separate out their chatbot from the main automation then it would be awesome.

Freshservice Feature Ratings

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