Item: Freshservice
Rating: 9
Author: Verified User

Overall Satisfaction with Freshservice

Use Cases and Deployment Scope

We use a free service for all IT helpdesk-related ticketing. Freshservice provides a comprehensive asset management system that helps track all your IT assets, including hardware, software, and licenses. This feature helps manage asset lifecycles, ensure compliance, and optimize asset utilization.

Pros and Cons

Pros

Ticket
Asset management.
Automation

Cons

User interface.
Group policy.

Return on Investment

Helpdesk SLAs ensure timely customer support and efficient issue resolution.

Time to Value

Freshservice is a user-friendly IT help desk packed with AI-powered features that are easy to set up.

Support Rating

I contacted the support team but received the same resolution. The advisor was unable to replicate the problem and neither escalated the issue. The escalation matrix has to be improved.

Alternatives Considered

JumpCloud, ServiceNow Enterprise Asset Management, Okta and Admin Tools for Jira

Key Insights

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

Other Software Used

Admin Tools for Jira, Atlassian Confluence, Google Workspace, Slack

Likelihood to Recommend

We used to get multiple tickets from employees on a daily basis. These requests have been routed through email and then converted into tickets, which makes it easy for IT engineers to maintain communication on track.

Freshservice Feature Ratings

Comments

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Freshservice honest review.