Freshservice will save your IT staff time and increase productivity.
Updated November 20, 2024

Freshservice will save your IT staff time and increase productivity.

Michael O'Riley | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User

Overall Satisfaction with Freshservice

We utilize Freshservice for our corporate helpdesk ticketing system. It helps prioritize my IT staff workloads. Additionally, it is a great repository for out solutions articles for our users and IT department. The workflow capability helps us create simple approvals for IT processes. Trackability of assets with asset tags.

Pros

  • Helpdesk ticket tracking.
  • Work process workflows.
  • Knowledge base repository for users and IT department.
  • Freshservice integrates with many different applications like Microsoft Teams.
  • The ability to track license contracts and contract expiration.
  • The AI ability to help users with Freddy.

Cons

  • Their integration with Microsoft Outlook
  • More customization features on the user portal.
  • The project management feature is limited does not work well for collaboration among IT Department.
  • Lowered resolution and first time by half.
  • We did not have to hire another helpdesk employee so our ROI was within the first year.
  • Having a repository for solutions article allows technicians to resolve tickets faster and help users resolve their own issues.
With the use of workflows and automations it assisted with onboarding and off boarding accuracy. In return our new employees onboarding experience was a lot better and saved the organization money with quicker offboarding. The automated process lowered the time required by IT onboarding and offboarding employees.
We've had a very good experience with support issues are resolved in a timely matter. They seem to be very knowledgeable and quick to respond.
SolarWinds Service Desk helpdesk ticketing system it not as easy to use. The integration is not as good as Freshservice. Solarwinds helpdesk tickets does not show related issues as well to help resolve issues. It does not have contract tracking to assist with license expiration. Asset tracking falls short within Solarwinds. As well as automated process and integration with Azure and Domain services.

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 works well for an internal IT department tracking problems and helpdesk tickets. It is great for implementing approval workflows and workflows for resolving issues. Having a repository for solutions article that is easy to search for users and IT department. Asset tracking provides the IT department a way to view reoccurring issues. The integration with MS Teams allows users and IT to quickly submit and resolve helpdesk tickets.

Freshservice Feature Ratings

Incident and problem management
9.1
Organize and prioritize service tickets
10
Expert directory
8
Service restoration
9
Self-service tools
10
Subscription-based notifications
10
ITSM collaboration and documentation
9
ITSM reports and dashboards
8
ITSM asset management
8.3
Configuration mangement
9
Asset management dashboard
8
Policy and contract enforcement
8
Change management
7.3
Change requests repository
8
Change calendar
7
Service-level management
7

Using Freshservice

350 - Most users are creating service request and incidents. We have 6 agents that answers tickets and create solutions articles.
2 - We have 2 admins that manage and configure Freshservice
  • Incident SLA Tacking
  • Service Request are utilized for ordering computer equipment.
  • Contract and license traking
  • How to documentation/Solution Articles
  • Employee On Boarding
  • User access approval process
  • User Approval process
  • Employee Onboarding
  • Asset tracking
We have use a couple other helpdesk services and for the price Freshservice meet all our requirements.

Freshservice Support

ProsCons
Quick Resolution
Good followup
Knowledgeable team
Problems get solved
Kept well informed
No escalation required
Immediate help available
Support understands my problem
Support cares about my success
Quick Initial Response
None
No, we have internal IT support that can handle most issue without contact Freshservice support.
We had issues with workflows and Freshservice offered a private training session to our staff.

Using Freshservice

The user portal is easy for user to use. Along with the management side is easy to use. For the most part everything with Freshservice is very intuitive.
ProsCons
Like to use
Relatively simple
Easy to use
Well integrated
Consistent
Quick to learn
Convenient
Feel confident using
Familiar
Requires technical support
  • Incident Responses
  • Submitting service request
  • Creating custom work flows
  • SLA custom configuration is a bit complex
  • Contact and License setup is a bit cumbersome
Yes - The mobile apps works great for quick lookups and interaction.

Comments

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