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Freshservice - Organize Your Tasks Like a Pro!
March 31, 2023

Freshservice - Organize Your Tasks Like a Pro!

Luke Lambright | TrustRadius Reviewer
Score 9 out of 10
Vetted Review
Verified User

Overall Satisfaction with Freshservice

Freshservice has allowed us to build an internal ticketing system that we (the marketing team) use to support all of our departments within the company. We manage over 50 apartment communities, so organizing requests from the site personnel of all 50 properties was a mess before we implemented Freshservice. Now, requests come in to an organized ticketing system.
  • Display tickets in an organized manner
  • Notify incoming tickets to our email inboxes in real time
  • Build a highly customizable and branded support portal
  • There are some functions of the workflow that don't always work the way they are intended
  • The building and managing of workflows isn't always displayed in the most user-friendly way
  • There are so many settings that aren't applicable to what we need the product for
  • Increased agent productivity
  • Increased ticket response time
  • Increased ticket closing rate
You don't need to spend too much time setting up freshservice to get value from it.
When I have contacted Freshservice, they are quick to send back a "band-aid fix" instead of addressing the actual issue at hand. Like when they were upgrading the view of the dashboard, I reported a problem and they just told me to switch back to the old view instead of investigating the issue. But they were then quick to address this when I mentioned it and provide a fix for me.

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

I would definitely recommend this product for anyone looking to set up a ticketing system within their company. It has helped us organize our tasks.

Freshservice Feature Ratings

Incident and problem management
8.0
Organize and prioritize service tickets
8
Expert directory
Not Rated
Service restoration
Not Rated
Self-service tools
Not Rated
Subscription-based notifications
Not Rated
ITSM collaboration and documentation
Not Rated
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
Not Rated
Change requests repository
Not Rated
Change calendar
Not Rated
Service-level management
Not Rated