Fresh install of Freshservice
April 12, 2023

Fresh install of Freshservice

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

Overall Satisfaction with Freshservice

Freshservice greatly improved and helped our transition to an ITIL framework for our customer services team. We saw a reduction in time spent with open tickets and also more involvement from internal stakeholders. There was great customization within the platform that allowed us to use the platform in a way that suited our needs,

Pros

  • information collection
  • customisation
  • stakeholder involvement

Cons

  • Reporting
  • UI
  • Productivity
  • Internal stakeholder involvement
On a simple level the value is great foe the amount of setup time. Especially if you transfer from Freshdesk as we did. However the more advanced features such as the automated workflow and and conditions within still require alot of setup up front before seeing any rewards. Overall though I feel once it is configured the system can pretty much run its self.
On the few occasions I have had to contact the support team for help or clarification the response has been very quick and also very informative.
As we moved to an ITIL framework this just made sense to transfer across as migration was very simple and completed on our behalf. Also alot of the customisation we had came across which really helped.

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

Slack, Notion, GitHub
The customer portal is great and the customisation it allows was really helpful in keeping the same aesthetic for our product across this service too. The UI can be quite cumbersome at points. When you have a large amount of custom tickets data it is hard to view this from within the ticket view.

Freshservice Feature Ratings

Incident and problem management
6.5
Organize and prioritize service tickets
8
Expert directory
8
Self-service tools
9
Subscription-based notifications
3
ITSM collaboration and documentation
7
ITSM reports and dashboards
4
ITSM asset management
5.5
Configuration mangement
6
Asset management dashboard
5
Change management
5.7
Change requests repository
5
Change calendar
5
Service-level management
7

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