Freshservice, the future of ITSM!
Updated November 20, 2024

Freshservice, the future of ITSM!

Frank Mair | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User

Overall Satisfaction with Freshservice

We use Freshservice as our service desk management tool, taking queries and issues from our market teams and using it's functionality for triaging and managing the support tickets.

Pros

  • Dashboard
  • Reminders
  • Conversation history
  • Support Tracking

Cons

  • Improved analytics
  • Easier sorting / filtering
  • Custom dashboards
  • Improved communications
  • Faster turnaround
  • Happier customers
Super easy to use, nice clean interface. Great set of features and comprehensive dashboard. Well designed and clear set of tools makes this a pleasure to use. Consolidates a number of different functionalities into one interface giving you an expandable set of features that you can tap into. Definitely recommend.
Yes very helpful and responsive, no complaints at all.
Freshservice has a clean fresh interface and covers all the functionality we need without being prohibitively expensive. Other tools match features and functionality but Freshservice also has sister applications like Freshdesk which we also use. Freshdesk we use for customer facing support whereas Freshservice for internal teams to track service delivery.

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

Adobe Commerce (Magento Commerce), Salesforce CMS, Jira Software
Any place where you need service desk functionality. If you have a large number of incoming support issues and need to allocate the tickets across agents, then this SaaS based tool is ideal. Great dashboard for tracking tickets and easy to assign and tag the tickets so they can be categorised correctly.

Freshservice Feature Ratings

Incident and problem management
7.6
Organize and prioritize service tickets
9
Expert directory
7
Service restoration
7
Self-service tools
8
Subscription-based notifications
7
ITSM collaboration and documentation
7
ITSM reports and dashboards
8
ITSM asset management
Not Rated
Configuration mangement
Not Rated
Asset management dashboard
Not Rated
Policy and contract enforcement
Not Rated
Change management
7.3
Change requests repository
7
Change calendar
7
Service-level management
8

Comments

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