A decent experience overall, less satisfied end users
September 12, 2024

A decent experience overall, less satisfied end users

Anonymous | TrustRadius Reviewer
Score 5 out of 10
Vetted Review
Verified User

Overall Satisfaction with Freshservice

Freshservice is used to control and monitor help desk tickets. While it is used across the entire business with thousands of employees, our specific team handles a smaller segment of the tickets, which means we re-assign tickets between groups as needed. Freshservice allows for monitoring of volumes and efficiency and helps to automate solutions.

Pros

  • Ticket tracking, replies, and comments
  • Automated scenarios for easy resolution and action

Cons

  • I think it is clunky and difficult to navigate
  • In my experience, permissions are awkward and hard to get correct
  • In my experience, automation does not always work as planned
  • Ticket resolution is highly trackable
  • Service desk can use pre-determined and vetted solutions to more complex issues
Overall we've been able to leverage the simplicity of the setup of Freshservice as well as the integrations. Again, in my opinion, admin is happier with the tool than most anyone.
I did not select Freshservice at my organization. I have some experience with Jira.

Do you think Freshservice delivers good value for the price?

Not sure

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

Overall I'm not sure that there are specific scenarios that I feel it would or would not be suited, but I would emphasize how difficult Freshservice can be for agents/users. In my opinion, conceptually the software is fine and at a high level it seems to work well, however, in my experience, actual end users are less satisfied than managers/admins.

Freshservice Feature Ratings

Incident and problem management
6.3
Organize and prioritize service tickets
8
Expert directory
Not Rated
Service restoration
Not Rated
Self-service tools
5
Subscription-based notifications
Not Rated
ITSM collaboration and documentation
5
ITSM reports and dashboards
7
ITSM asset management
7.0
Configuration mangement
7
Asset management dashboard
7
Policy and contract enforcement
Not Rated
Change management
6.3
Change requests repository
6
Change calendar
6
Service-level management
7

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