A brief opinion about the ticketing platform
August 28, 2024

A brief opinion about the ticketing platform

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

Overall Satisfaction with Freshservice

We are using Freshservice within our organization for asset management, ticket management and also for HR onboarding. Thanks to the agent deployed in the client we have more precise control over the asset and its users. Integrated with Accive directory for managing domain users. It also manages software and contracts.

Pros

  • Asset Management
  • Tickets managing with workflow
  • Knowledge base

Cons

  • Some bulk operation for asset management
  • Can be perfect something like data connector with access/sql
  • Sometime workflow can be too complex
  • Ticket tracking is a guarantee that user requests are not lost
  • If the SLA is well calibrated based on the category/problem of the request, it is decidedly more respected
  • By managing the asset acquisition, warranty and expiry dates in the system, it prevented incorrect PC purchases
Only in this last period have I been working on seeing more of the backend of the system, so I still have to get to know and find out more about many jobs. Centrally, finding a cloud system, with the possibility of developing zero coding flows etc. is certainly appreciated.
Every time we needed to solve small problems, using the chat channel was an appropriate and good choice. of course.. if the request was simple the response was almost immediate but if the request was a bit particular the response was usually... the system is like this or the request will be forwarded to the development team who will evaluate but in any case the service is good.

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

Is very good for ticket management, great possibility to customize interface for service request and incident. Item for the asset management.. the agent work well is great the info managed. Less appropriate...I think for the moment for my use is pretty ok, and also the chat with the support is perfect.

Freshservice Feature Ratings

Incident and problem management
8.5
Organize and prioritize service tickets
9
Self-service tools
9
Subscription-based notifications
9
ITSM reports and dashboards
7
ITSM asset management
8.7
Configuration mangement
9
Asset management dashboard
9
Policy and contract enforcement
8
Change management ()
Not Rated

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