Inuitive, modern ITSM tool which offers a lot of value for our time
Updated November 21, 2024

Inuitive, modern ITSM tool which offers a lot of value for our time

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

Overall Satisfaction with Freshservice

We are using Freshservice for internal user support. This includes IT, Legal, HR, Finance and more. It is crucical for us to offer an easy way for users to receive support when they need it. Freshservice does just that with an easy-to-use interface for both requesters as well as agents.

Pros

  • Intuitive interface
  • Simple configuration
  • Fast support
  • Regular updates

Cons

  • Some features randomly break after and update or so and need fixing from Freshworks to work again
  • New features feel like they are released too early sometimes, they are sometimes a bit unfinished
  • Features like workflow automator should be more flexible and dynamic
  • We have to create more support tickets than we would like to, but gladly they are very fast in supporting us
  • We have achieved higher SLAs, up to +20%
  • Agent productivity has also gone a lot higher, they can handle tickets faster and easier
  • Customer satisfaction has improved significantly
As described before, it offers easy-to-understand and easy-to-use tools with lots of low-code (and even no-code) options so we can utilite our time better. This is one of its strongest selling points and we absolutely love it for that.
It sometimes takes a bit to solve an issue (mostly due to some lack of understanding the issue itself), but everyone in support has been very friendly and helpful so far. They are also incredibly fast.
Mainly because of its very easy-to-use design, pricing, support and integration options. It is also very modern and fast in adopting new features.

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

Freshservice is very easy to use. We are responsible for many different systems and cannot focus solely on our ITSM or ticketing system, therefore Freshservice is a perfect solution with its inuitive design. We are generally gettings things done quicker with it. It offers a great support portal for end users which is highly customizable and easy to navigate. Creating workflow automations is also very easy and fast. We also love that it supports more than just IT and are using it for other teams as well.

Freshservice Feature Ratings

Incident and problem management
7.3
Organize and prioritize service tickets
9
Expert directory
9
Service restoration
7
Self-service tools
8
Subscription-based notifications
5
ITSM collaboration and documentation
7
ITSM reports and dashboards
6
ITSM asset management
5.5
Configuration mangement
6
Asset management dashboard
5
Change management
7.3
Change requests repository
7
Change calendar
7
Service-level management
8

Using Freshservice

1000 - Every kind of user from all kinds of departments
50 - People from different teams with no special skills required since Freshservice is so easy to use
  • Helpdesk
  • Change Management
  • Asset Management
  • IT Operations Management
  • Employee On/-Offboarding
We have no plans to replace Freshservice right now. It works great and has increased our productivity a lot.

Evaluating Freshservice and Competitors

Yes - OTRS because it was too cluttered and very hard to use. It was not flexible at all and just lacks behind.
  • Cloud Solutions
  • Integration with Other Systems
  • Ease of Use
Ease of Use. We want to use our resources as efficiently as possible, so easy-to-use systems are crucical to us.

Freshservice Implementation

Everything was very easy to set up and implement into our existing structure.
  • Implemented in-house

Freshservice Training

  • Online Training
Their documentation is pretty good, but only available in English. This makes it difficult for some of our users to understand. There are also some basic video courses available.

Configuring Freshservice

It's just right. There are no overly complex settings, but enough options to customize the system to our needs.
No - we have not done any custom code

Freshservice Support

ProsCons
Quick Resolution
Good followup
Knowledgeable team
Problems get solved
Kept well informed
Immediate help available
Support cares about my success
Quick Initial Response
Need to explain problems multiple times
Yes - Yes, it was.
There were multiple occasions where a reported bug was fixed or missing feature was implemented quickly after reporting it to them.

Using Freshservice

It is so easy to navigate through Freshservice and use it, especially the ticketing part of it. That itself is a huge selling point to us.
ProsCons
Like to use
Relatively simple
Easy to use
Technical support not required
Well integrated
Consistent
Quick to learn
Convenient
Feel confident using
Familiar
None
  • Navigating through the system
  • Working with tickets
  • Creating workflows/automations
Yes - It looks a lot like the web interface and it also easy to use.

Freshservice Reliability

We were able to deploy it to multiple departments outside of IT and that worked great so far.
We did not have any major outages or other availability issues with Freshservice so far.
There are days where it can get a bit slow for a short time, but these are rare and I wouldn't exactly blame it on their product. The system itself processes requests very quickly.

Integrating Freshservice

Everything was easy to set up so far.
  • Entra ID
  • Jamf
  • Microsoft 365
Very easy to set up with their provided guides.
  • Single Signon
  • API (e.g. SOAP or REST)
Read the documentation ;-)

Relationship with Freshworks Inc

Upgrading Freshservice

Yes - We upgraded from Pro to Enterprise. No down time, everything went smoothly.
  • More features
  • Easier scalability
Yes - More features

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