FreshService at a Glance.
Updated November 21, 2024

FreshService at a Glance.

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

Overall Satisfaction with Freshservice

It helps with ticketing, Reporting and Dashboards, Inventory, Status Pages, Project Management, Automation, and many other areas, which makes us as an IT Organization more robust in providing support to our end users.

Pros

  • Ticketing
  • Automations
  • Dashboards
  • Workflow integrations.
  • Asset Management.

Cons

  • FCR is to be counted as First Contact "Resolution" instead of "Response," wherein FCR is counted as violated if a new ticket was created within 32 hours instead of responding on each ticket.
  • Predefined automations available for easier creation of personalized automations.
  • Easier reporting via dashboards.
  • Organized Asset Management.
With proper knowledge of how to navigate the tool, tasks can be processed quickly, especially with Automations available.
Fast and Reliable. Accurate with instructions and knows how to follow through.
It was from my previous employer.

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

Overall, it does have all the ITSM features for easier operations within IT organization. I just hope there is more pre defined settings available for us to have an easier way in building things around.

Freshservice Feature Ratings

Incident and problem management
10.0
Organize and prioritize service tickets
10
Expert directory
10
Self-service tools
Not Rated
Subscription-based notifications
Not Rated
ITSM collaboration and documentation
Not Rated
ITSM reports and dashboards
Not Rated
ITSM asset management
Not Rated
Configuration mangement
Not Rated
Asset management dashboard
Not Rated
Policy and contract enforcement
Not Rated
Change management
Not Rated
Change requests repository
Not Rated
Change calendar
Not Rated
Service-level management
Not Rated

Using Freshservice

30 - IT Enterprise and Data Infosec HR Accounting Finance.
We do not have an in house FS Support. We just ask the support team of FS for questions and read through knowledge articles.
  • Tickets
  • Cases
  • Asset Module.
  • Project Management.
  • Workflow Automator.
  • Canned response.
  • Integrations
  • Orchestration
Very user-friendly. Responsive FS Support in Chat.

Evaluating Freshservice and Competitors

  • Integration with Other Systems
  • Ease of Use
More integration with our HRIS App Paylocity and AD.
I do not see any reason to change.

Freshservice Implementation

Freshservice Training

Configuring Freshservice

Just right for this type of product.
Always update support articles.
Some - we have done small customizations to the interface - There is a document available.
No - we have not done any custom code
Have Paylocity added as API integration.

Freshservice Support

ProsCons
Quick Resolution
Good followup
Knowledgeable team
Problems get solved
Kept well informed
No escalation required
Immediate help available
Support understands my problem
Support cares about my success
Quick Initial Response
None
Yes.
They even gave me a video on how to do it..

Using Freshservice

User friendly.
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
  • Workflow automator.
  • Ticket Template.
  • Creating forms.
  • None.
Yes, but I don't use it

Freshservice Reliability

All support departments are using it, and IT is the one that can maximize it.

Integrating Freshservice

  • Teams
  • Azure
  • Paylocity.
  • Power Apps.
  • File import/export
  • Single Signon
Send coms all the time for new available integrations available.

Relationship with Freshworks Inc

I am not involve with negotiation.
Was not able to update us proactively about our renewal causing lost of access
Proactive update clients for renewal

Upgrading Freshservice

Comments

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