FreshService Review.
Updated December 05, 2024

FreshService Review.

Anthony Ballard | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User

Overall Satisfaction with Freshservice

We use Freshservice to manage customer issues and IT projects. It enables us to take care of our customers and the organization.

Pros

  • Auto-assigning tickets based on workflows.
  • Assists in managing hardware.
  • Provides detailed analytics.

Cons

  • The ticket categorization has to be built out and manually categorized each time.
  • The end-of-life filter broke my ability to manage assets for over a month.
  • The FreshService discovery agent breaks on random systems and won't auto-update. Uninstalling it also doesn't work properly.
  • Positive impact on managing customer issues.
  • Negative impact on Asset Management.
I've given you all the information that I can provide.
I always get helped quickly.

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?

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

They are managing day-to-day customer-facing issues. It also allows customers to see their tickets and their status.

Freshservice Feature Ratings

Incident and problem management
5.6
Organize and prioritize service tickets
3
Expert directory
6
Service restoration
Not Rated
Self-service tools
5
Subscription-based notifications
Not Rated
ITSM collaboration and documentation
8
ITSM reports and dashboards
6
ITSM asset management
6.0
Configuration mangement
6
Asset management dashboard
6
Policy and contract enforcement
Not Rated
Change management
5.0
Change requests repository
5
Change calendar
3
Service-level management
7

Using Freshservice

15 - Helpdesk and Developers.
5 - My helpdesk technicians manage it daily; they add to the knowledge base they build, and I manage the assets discovered when we image our systems.
  • Managing customer-facing issues.
  • Managing hardware and assisting with the lifecycle.
  • Analyze and assess trends and address the root causes.
  • Asset management
  • Label printing
  • Automations
  • The same as we have.
The ease of use and familiarity.

Evaluating Freshservice and Competitors

Not Sure
  • Other
I wasn't part of the process but I'm happy with our decision to use it.

Freshservice Implementation

I'm sorry but I was not part of the process.
  • Don't know
  • Don't know
  • I wasn't here
  • So I'm not sure

Freshservice Training

Configuring Freshservice

Just right
Some - we have done small customizations to the interface
No - we have not done any custom code

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
I was not part of the process so I'm unsure.
Yes - It took about five months for it to be addressed, though.
None

Using Freshservice

Through the Global dashboard, you can access and find what you need.
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
  • Asset Inventory.
  • Ticket Lists.
  • Analytics
  • Breaking out Categories was a bit tricky.
  • Setting up roles for my technicians without giving them global access.
Yes - Not well at all.

Freshservice Reliability

Integrating Freshservice

Relationship with Freshworks Inc

Upgrading Freshservice

Comments

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