My thoughts on Freshservice
September 24, 2024

My thoughts on Freshservice

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

Overall Satisfaction with Freshservice

Manages all support ticket for 110 sites and over 800 users between internal support and vendors

Pros

  • Simple and friendly UI
  • Flexibility with views with multiple departments and agents

Cons

  • More options for creating ticket fields, or better instructions
  • We've had less issues of multiple people working on one ticket
  • More consistent communication amongst agents
  • Has made us more efficient in recognizing system issues.
Since support was previously done by emailing, this has increased proper response and resolution time and allowing each agent to complete their tasks in a more timely manner
Very prompt and helpful. Especially when there is an outage.

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

The system works well for our company due to the multiple moving pieces of both internal and external. If you are a very small company with minimal support needs, this system may be overkill.

Freshservice Feature Ratings

Incident and problem management
8.2
Organize and prioritize service tickets
10
Expert directory
5
Service restoration
9
Self-service tools
7
Subscription-based notifications
10
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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