1. Home
  2. IT Service Management (ITSM) Tools
  3. Freshservice Reviews
  4. User Review of Freshservice
Freshservice meets the needs
July 14, 2023

Freshservice meets the needs

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

Overall Satisfaction with Freshservice

We did not have a ticketing system in place for IT issues/requests when I was hired. We implemented Freshservice and it has fit our needs exactly. Our users submit multiple request types and there are two different teams that handle their respective requests.
  • Allows emails to be sent to different emails addresses which create tickets that are assigned to different support teams automatically.
  • Allows administrators to fine-tune permissions for the support technicians, with some being basic helpdesk, and some having the ability to handle automations and integrations within the Freshservice admin portal.
  • Creates a end user portal where they can submit tickets, request items, submit onboarding forms, and view ticket statuses.
  • Pulls device information from Dell once devices are in inventory based on the serial tags, such as warranty expirations.
  • The Onboarding feature is super cool but difficult to set up and roll-out.
  • It would be cool if there was an Outlook add-in like Jira has.
  • Our President is able to look at ticket loads, statuses, and urgencies of requests. This has helped him oversee the IT department.
  • Moving from managing requests and issues reported in emails and MS Teams to Freshservice has increaesed productivity exponentially.
  • Being able to respond to users via email within the ticket has helped track communications, and the internal comments section helps IT staff and managers discuss the tickets and document approvals.
Freshservice's support is incredible. They really come alongside you and help you get set up, train you, and explore the features with you. By the time you start using it, you already feel comfortable.
Their support responds very quickly and is easy to get in touch with. Your success manager is in touch often as well.
I've used monday.com for ticketing, but Freshservice is made for it and the asset management feature adds value. NinjaOne's ticketing is not built out so we only use it for its RMM features. Atera has a nice ticketing platform and looks similar to Freshservice but they do not have an onboarding feature and other integrations that Freshservice has.

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

If you need a support desk solution, no matter what size the company, Freshservice is a great platform. The Admin portal is easy to use for managing and setting up the core features, even setting up SSO, but it also has so many features available that you can really dial it in to do a lot more than basic support desk. Asset Management is also very helpful.

Freshservice Feature Ratings

Incident and problem management
10.0
Organize and prioritize service tickets
10
Expert directory
10
Self-service tools
10
Subscription-based notifications
10
ITSM collaboration and documentation
10
ITSM reports and dashboards
10
ITSM asset management
10.0
Configuration mangement
10
Asset management dashboard
10
Policy and contract enforcement
10
Change management
10.0
Service-level management
10

Evaluating Freshservice and Competitors

  • Scalability
  • Integration with Other Systems
  • Ease of Use
  • Other
The scalability was a huge draw. Asset Management was also important.
Freshservice was recommended to us by our IT Consultant. He uses it at his large corporation. I had used monday.com in the past. After comparing Freshservice to monday.com, we decided Freshservice was a better fit for us. monday.com is great for project and marketing teams, but it not built for IT departments and asset management. Unfortunately, Microsoft doesn't have a ticketing solution. If I had to change my evaluation process, it would be to try and consolidate as many services as possible under one platform. Freshservice ticks most of the boxes.