Freshservice Delivers Fresh Service!
December 01, 2022

Freshservice Delivers Fresh Service!

Mike Wood | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User

Overall Satisfaction with Freshservice

We use Freshservice to centralize and prioritize issues with IT and other processes throughout the organization. We initially started using it for Helpdesk issues but found its efficiency extremely helpful to other departments to address their issues as they arose, and the rollout to other departments was incredibly simple. Our helpdesk is an extremely small group (less than 5) and we can reliably support upwards of 500 users quickly and efficiently.

Pros

  • Helpdesk Ticketing: Organization and prioritization
  • IT Inventory: Self updating and very detailed
  • Problem management: Easy to associate with tickets and assets
  • Ticket management: Detailed, customizable and well organized

Cons

  • Dark Mode!!! So much easier on the eyes that use this all day for hours on end.
  • Ability to 'stack' scenarios to create more efficient workflows. IE: combine different scenarios and execute the combinations.
  • Right click 'canned responses'
  • Helpdesk is much more efficient; our agents are so much more productive.
  • Happier end users!
  • Happier associates!
The system is so easy to put into place and get working, then scalable to as far as you need. There's very little trial and error, workflows just flow... Support is so helpful when there is an issue. Shifting personnel is not much of an issue at all due to the scalability.
Support has always been quick to respond, helpful and timely. We've rarely wasted hours on end tracking down a problem.
No comparison. Freshservice is best hands down.

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

Ticket management is so well put together! It's easy to create, work and wrap up tickets in an efficient manner.
Inventory management is helpful and provides us info that we need on the fly to help our customers better.
Issue management other than IT, we rolled Freshservice out to several departments where the workflows and structure were well suited to handle their issues easily and efficiently.
I struggle to think of a scenario where it is less appropriate, unless it's where the users just won't use it!

Freshservice Feature Ratings

Incident and problem management
10.0
Organize and prioritize service tickets
10
Expert directory
10
Service restoration
10
Self-service tools
10
Subscription-based notifications
10
ITSM collaboration and documentation
10
ITSM reports and dashboards
10
ITSM asset management
10.0
Configuration mangement
10
Asset management dashboard
10
Policy and contract enforcement
10
Change management
10.0
Change requests repository
10
Change calendar
10
Service-level management
10

Comments

More Reviews of Freshservice

  1. Home
  2. IT Service Management (ITSM) Tools
  3. Freshservice Reviews
  4. User Review of Freshservice