Fresh Service, the ideal partner for your company for all budgets
July 17, 2023

Fresh Service, the ideal partner for your company for all budgets

Luca Marotti | TrustRadius Reviewer
Score 9 out of 10
Vetted Review
Verified User

Overall Satisfaction with Freshservice

Fresh service is used for workgroup ticket management. We also manage the corporate assets of devices, workstations and hardware in general.
A project is underway to define a catalog of group-level services for reporting problems and requests. Whilst on another work table we are handling change requests. It is good product.

Pros

  • The ticket is managed in its comfort, internal notes to the work team, notes to the user, detailed reports of all the steps of the ticket
  • Very simple management of parent tickets and its child tickets
  • scheduling of activities integrated with the calendar

Cons

  • Asset interface, layout is not fully editable, some fields are static
  • Inventory management is not simple as it is linked to a table which is linked to a vendor. These fields are not editable
  • Fresh Service helped us organize, asking users to write to a specific email. This generates a ticket on our system
  • The user is always informed on the progress of the ticket and the activities carried out. He feels more pampered
  • Within the organization we have decreased the channels of engagement and this is extremely important for an IT organization
At humanitas, unfortunately, we are not yet using the onboarding service. We would like to roll it out next year and it will be integrated with Microsoft's Sharepoint. This integration will help us automate provisioning and deprovisioning requests for users and their related devices or objects. In fact we can't wait
I contacted support once and the person handling the request was very helpful. The staff is very competent. In my opinion communication could be improved as the level of spoken English is very high. I was unable to understand some words, in fact two people participated in the second meeting.
Let's say that all these products today are designed for all-round IT service management. I don't think it's correct to talk about other products and make a comparison with Fresh Service, I don't find it correct but what I can say is that I think Fresh Service is very valid compared to others
products on the market. Among other things, another issue that has not been mentioned and which I believe is important is the economic aspect. The costs are absolutely manageable even for not so particularly rich budgets

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

Fresh Service also fits very well in the management of tickets even by teams outside the company such as suppliers, application partners for example.I don't think Fresh Service can't be adopted in other services. In my opinion it is a very versatile and complete product. It should only improve on small things as previously mentioned

Freshservice Feature Ratings

Incident and problem management
9.0
Organize and prioritize service tickets
10
Expert directory
9
Service restoration
Not Rated
Self-service tools
Not Rated
Subscription-based notifications
9
ITSM collaboration and documentation
9
ITSM reports and dashboards
8
ITSM asset management
9.0
Configuration mangement
10
Asset management dashboard
8
Policy and contract enforcement
Not Rated
Change management
9.0
Change requests repository
Not Rated
Change calendar
Not Rated
Service-level management
9

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