Buy and Build to fit you organisation cheaper and quicker than it takes get the bigger companies to respond to your enquiry
Updated November 18, 2022

Buy and Build to fit you organisation cheaper and quicker than it takes get the bigger companies to respond to your enquiry

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

Overall Satisfaction with Freshservice

Its only used in one part of organization and we currently only use the Change Management module, but I hope to expand this over the coming months/years. The biggest problem was getting authorisation to use a different toolset than rest of group, although there was was not preferred company tool. This actually was quite easy when I listed our needs and the compared it to other major competitors toolsets as Freshservice was far cheaper and with the added bonus of very easy to customise (something we could do inhouse). The licencing model and flexibility was also another major deciding factor.


  • Allows the user (with admin rights) to customise and change workflows very easily
  • Licencing model is very flexible allowing quick changes as demand changes
  • User Support


  • Able to change some of the built in reports (example CAB agenda)
  • The calendar view could be more configurable
  • Limit on PDF report - 100 lines, although OK to export in CSV so not a deal breaker.
  • Much better understanding of change success factors
  • Increased service availability
  • much more time saving automation
Everything is kept as simple as possible and the ability to customise your instance without impacting any future release conflicts is great. The help available is great online and using the service desk.
First rate. Always fast and if they cant fix on first contact, but first line are very knowledgable, they will take issue away and come back with answer.
For our use much better. So much cheaper and simple to setup, up and running is days not months# being able to configure in house is a massive advantage for us and SO MUCH CHEAPER..

Do you think Freshservice delivers good value for the price?


Are you happy with Freshservice's feature set?


Did Freshservice live up to sales and marketing promises?


Did implementation of Freshservice go as expected?


Would you buy Freshservice again?


BMC Helix ITSM (Remedy)
Simple setup quick to get up and running. Users can access and use with little training Support from FreshService helpdesk is expellant, fast and they know there stuff.

Freshservice Feature Ratings

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

Using Freshservice

15 - Just the change management part of the ATM management
15 - All only need basic training as currently we only use a small part of what we hope later. We hope to roll out to more of the business
  • Cost
  • ease of use
  • able to manage admin and customisations internally


More Reviews of Freshservice