An essential tool for problem management.
September 23, 2024

An essential tool for problem management.

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

Overall Satisfaction with Freshservice

Freshservice has allowed us to efficiently manage the IT problems of the 1200 employees in our structure. The use, both for our technicians and employees, is simple and intuitive, making troubleshooting very efficient.

Pros

  • Ticket management.
  • Movement of personnel with automation and connections to the Microsoft directory.
  • Service Requests.
  • Automation and efficiency.

Cons

  • The mobile application.
  • Ability to restart a failed automator.
  • Some missing actions in the Automator require using the API.
  • Improved efficiency of our support teams.
  • Requests are better addressed to the right person.
  • No more requests are lost.
  • Better responsiveness of technicians and therefore better efficiency of our employees - Fewer production stoppages.
There is still much "tinkering" with the Automator and the API to set up an efficient process. But once done, it works very well!
Freshservice's support is very responsive and understanding of the issues encountered. Even the most far-fetched or technical questions rarely remain unanswered.

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

It's a tool that we couldn't do without, both in IT and facility services. Our users quickly adopted it, and so did our technicians. Transparency and the follow-up of incidents and service requests are valuable in our organization.

Freshservice Feature Ratings

Incident and problem management
10.0
Organize and prioritize service tickets
10
Expert directory
10
Service restoration
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

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