I think Flexibility is lacking
July 09, 2025

I think Flexibility is lacking

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

Overall Satisfaction with Freshservice

We use Freshservice for IT tickets, problem mngt, change mngt, asset mngt, knowledgebase articles and purchasing. We create custom workflows for our ticket management and custom forms for employee purchasing. our employees use a self serve portal to look up answers to their issues before needing to log a ticket to IT.

Pros

  • The GUI is user friendly. people using the tool are not intimidated by complicated forms to fill out
  • Allowing custom workflows helps notify all involved when something needs to get done
  • Asset tracking is helpful to maintain inventory and give us a heads up when it's time to order new equipment

Cons

  • Ticket reporting can be improved upon. The standard reports in the system are okay but do not allow for full exporting of the information to excel or other apps. When exporting to excel, i have a hard time trying to determine how to convert the hours spent in a ticket to a meaningful number.
  • inconsistent updates on home page for tickets has been happening a lot lately. System is slow and we have to manually refresh a lot to get updates
I work in the catalog to create onboarding and offboarding forms and find that it's easier than using the predefined forms. I know what I want to have in the form - without having to write any type of code to make it happen in the form templates
In my experience, support has been okay in the past but the response is often delayed by hearing back from multiple people without a definite solution when I have a problem. It's almost as though they are only triaging tickets instead of fulfilling the request. I think Support can use improvement
Systems that i have used dont show in the list. Solarwinds Service Desk, Remedy, Service Now. - none of them show in the list so I can't make that comparison

Do you think Freshservice delivers good value for the price?

Not sure

Are you happy with Freshservice's feature set?

No

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?

No

I'm not in love with the software. There is room for improvement so that reporting can be done easier but it's okay for basic ticket creation and assignments.

Freshservice Feature Ratings

Incident and problem management
3.7
Organize and prioritize service tickets
6
Expert directory
2
Service restoration
3
Self-service tools
6
Subscription-based notifications
1
ITSM collaboration and documentation
5
ITSM reports and dashboards
3
ITSM asset management
5.0
Configuration mangement
5
Asset management dashboard
Not Rated
Policy and contract enforcement
Not Rated
Change management
2.0
Change requests repository
3
Change calendar
Not Rated
Service-level management
1

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