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Feature-Rich, powerful automation capabilities that make centralizing request management easy
Updated April 07, 2023

Feature-Rich, powerful automation capabilities that make centralizing request management easy

Mark Walls | TrustRadius Reviewer
Score 8 out of 10
Vetted Review
Verified User

Overall Satisfaction with Freshservice

We utilize Freshservice as the primary interface between our employees and a variety of business functions, including the IT help desk, HR, accounting, finance, procurement, and analytics. Various teams have agent groups and shareholder groups that utilize service requests to initiate, track and complete functions across the organization. We take advantage of Workflow Automations to automate ticket assignments, send notifications, update information, and integrate with external systems such as Okta, Active Directory, and Jira. We've recently begun to take advantage of the Project tracking capabilities in Freshservice and like the functionality available there so far.
  • Support responsiveness via chat is excellent to answer questions and get pointed guidance. I'm able to ask a question and get an answer in minutes without being asked to fill out an extensive contact form and wait 1 or more days for a reply.
  • Workflow automations, supervisor rules, business rules and SLA policies are incredibly powerful and make automating actions and notifications easy, customizable, and intuitive. I'm excited to continue to use these features and see how the capabilities grow over time.
  • Activity logging on tickets themselves is an extrememly valuable tool that makes troubleshooting workflows, integrations, SLAs and rules fast and easy. If something goes wrong I'm able to pinpoint exactly when and why an action occurred from a single screen
  • Service request field limits make sense, but there's no real-time indication of how many fields you've used, how many are left until you've hit the limit, and what fields are contributing to the limit until you go to save the changes, at which point you get a non-specific error that the "limit has been exceeded". This wastes time by allowing you to add fields and make changes that have to be undone individually until you're back under the limit.
  • Support: much of our primary support team is oversees in another time zone and that has made communication and coordination of efforts and changes a frustrating challenge at times. When we need prompt responses to previously planned and discussed technical requests, the responses have not always been direct or timely when short-notice changes or updates are needed.
  • Asset imports from the AD probe don't allow for customization of attributes - we would like to be able to specify what attributes are imported and/or customize them in the same way user attributes can be
  • Transitioning teams from utilizing shared inboxes to manage requests to Freshservice has resulted in exponentially increased productivity and ensured requests are easily trackable, searchable, and stopped requests from being "lost" by allowing us to automate notifications for unassigned tickets.
  • Using the Project functionality is allowing us to create a reviewable record of project activities, successes, and shortcomings. This will be great for historical review and as a way to recognize milestones and individual contributors to project success
Translating department and agent "wish lists" into actionable request items, automations and policies is easy and relatively intuitive.
Chat and email support for general questions has been great and fast. When we've worked with engineering on technical changes, there hasn't always been great communication when we've needed communication at a specific time regarding a specific issue, even when we've made it known ahead of time that we would need communication at that time.
n/a

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?

I wasn't involved with the implementation phase

Would you buy Freshservice again?

Yes

Great for centralizing incident and service request management across the organization, allowing the entire org to use a single point of contact for their shareholders to find and utilize a variety of services. Highly customizable and powerful automations, rules and policies allow for granular modifications and business context-aware routing of requests and notifications, integrations with external applications and api functions. The import process of assets doesn't allow for attribute mapping customization which would be very beneficial.

Freshservice Feature Ratings

Incident and problem management
1.5
Organize and prioritize service tickets
1
Expert directory
1
Service restoration
1
Self-service tools
1
Subscription-based notifications
Not Rated
ITSM collaboration and documentation
1
ITSM reports and dashboards
4
ITSM asset management
5.5
Configuration mangement
6
Asset management dashboard
5
Policy and contract enforcement
Not Rated
Change management
2.0
Change requests repository
2
Change calendar
Not Rated
Service-level management
Not Rated

Integrating Freshservice

For the most part integrations are pretty easy to set up and there is always a basic instruction article and at least 1 use case. I do wish the documentation was a little more thorough and provided common configuration errors and remediation.
  • Google Workspace
  • Active Directory
  • Jira
Google Workspace - the integration is set up and I could see use cases for utilizing the capability to pull files from drives etc. However, the integration is not able to complete actions on shared drives, which are heavily utilized in our organization. The integration is easy to set up and understand the functionality.
Active Directory - I was not part of the set up for the AD integration, however I use the features of the integration frequently including probes for asset and user imports. My understanding is that integration is relatively straightforward to implement, and we have been able to customize the probe imports to suit our needs quite easily.
Jira - we use an app integration to send issues to one of our teams that uses Jira. As someone new to APIs and at the time new to Fresh Service, it took about 2 weeks to get working properly. Some of the documentation is out of date and there is no resource to review common errors when post requests are sent to Jira from FS that occur when you have errors on the FS side, but with research and repeated testing it is functional.
  • Okta
Okta orchestration is supported. When we identify some use cases we'll integrate.
  • Single Signon
  • API (e.g. SOAP or REST)
The integrations available are extremely useful, easy to set up, and provide a good amount of functionality. The best part is that once you get them set up they just work, and there isn't a bunch of ongoing maintenance for the integration besides testing your use cases and fleshing out any issues that arise. It would be nice to see the implementation of troubleshooting articles common errors for integrations. When I run into issues, it can take a lot of time running back and forth between fresh service forums that may or may not address some of my issues, external support articles for the 3rd party service I'm integrating with, and/or random websites.