UOR FreshService Review
November 14, 2022

UOR FreshService Review

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

Overall Satisfaction with Freshservice

We use it as our IT ticketing system and for asset inventory.

Pros

  • The UI is good
  • Easy to learn
  • Easy to configure

Cons

  • The form builder is too simple, we need more options/integrations
  • The irony, but their support staff could be better (they outsource and it's hard to understand the support team over-the-phone due to heavy accents)
  • The Purchase Order feature never became available
  • Increased agent productivity for sure
  • Due to FreshService, we got other departments using FreshDesk
  • It's mainly just helped our IT team get organized with requests
It's fairly easy to learn and intuitive. We were able to implement FreshService fairly quickly and it's not overly complicated. It's definitely helped our team be more efficient and effective.
Due to outsourcing, it's really hard to understand the support team over-the-phone. However, via e-mail and using the chat feature, the team is on it and can usually fix issues right away.
We've used a few products. KACE was the system we used prior to getting FreshService, however, KACE did not have a user-friendly UI, and required someone that knew what they were doing to setup. SharePoint is a good option for small departments, we setup a ticketing system for one of our departments, but due to the number of emails they were receiving, they outgrew SharePoint really quick. FreshDesk and FreshService have been our go-to ticketing systems across campus.

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

It's a really good ticketing system. In the past we've used other ticketing systems and for IT in particular, the FreshService ticketing system is the best we've used thus far and highly recommended.

Freshservice Feature Ratings

Incident and problem management
9.3
Organize and prioritize service tickets
10
Expert directory
8
Service restoration
Not Rated
Self-service tools
9
Subscription-based notifications
9
ITSM collaboration and documentation
10
ITSM reports and dashboards
10
ITSM asset management
8.0
Configuration mangement
8
Asset management dashboard
8
Policy and contract enforcement
8
Change management
Not Rated
Change requests repository
Not Rated
Change calendar
Not Rated
Service-level management
Not Rated

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