Great product, worth every penny
December 02, 2022

Great product, worth every penny

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

Overall Satisfaction with Freshservice

Freshservice is used for addressing IT requerimients from users and internally. Basically, any requerimient that needs to be processed by IT team goes through the Freshservice application.

Pros

  • Tracking
  • Channels management
  • KPI
  • GUI

Cons

  • Configuring support channels is not easy sometimes. i.e. configure email chanel requires update SPF and DKIM records and could harder for no experienced IT staff. Maybe there are more easy ways to accomplish this.
  • It would be great if somehow throuh AI Freshservice could create a F.A.Q database. i.e. you receive frequently phones tickets and all of them have the same sollution. In that case, an automatically answer could be send back to the user.
  • Faster responses to users according to established SLAs.
  • Measure the quantity of requests being handled by IT department.
  • Help prioritize tickets.
Besides the process of configuration chanel support, the time to market is really fast. It only needs requires configure agents, departments and users. Then you can improve tickets management creating flow and automation. Later, you can also improve with app integration.
We needed to touch base with support once and response was fast and assertive.
Freshservice is more related to IT and helpdesk. We didn't have requirements that doesn't fit into the IT world. That is way we decided to select Freshservice.

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

For IT management is perfect. It helps managers to have the whole picture of the current tickets situation for the helpdesk department. It also helps tracking the status of each tickets and also helps manager to identify those tickets that are stuck.

I don't think Freshservice could be used for other scenarios than helpdesk/IT related requirements. But there are others more suitable for that like Freshdesk.

Freshservice Feature Ratings

Incident and problem management
8.7
Organize and prioritize service tickets
9
Expert directory
Not Rated
Service restoration
8
Self-service tools
9
Subscription-based notifications
Not Rated
ITSM collaboration and documentation
Not Rated
ITSM reports and dashboards
Not Rated
ITSM asset management
Not Rated
Configuration mangement
Not Rated
Asset management dashboard
Not Rated
Policy and contract enforcement
Not Rated
Change management
9.0
Change requests repository
Not Rated
Change calendar
Not Rated
Service-level management
9

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