Freshservice Review
September 25, 2024

Freshservice Review

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

Overall Satisfaction with Freshservice

We use it for the following worldwide :
IT Ticketing system
IT Equipment
IT Inventory
Knowledge Base
Company Intranet pages

Pros

  • Ticketing system is great
  • Inventory easy to use
  • Global settings well organized
  • Analytics section is really helpfull

Cons

  • Need more subfolders in Solutions section.
  • Can't sort alphabetically "Asset Types and Fields" It's a pain to find an asset type.
  • Software section should be improved. Not user friendly.
  • It really has increased our agent productivity.
  • As the IT coordinator, my inventories are now a lot easier to do and maintain.
  • Solutions section for users allows them to find solutions to their problem themselves without them making tickets to us all the time
It makes a lot of our task go a lot more fast. Also, KBs for users make us fewer tickets.
Customer service is great. Nothing to complain at all. They always answer fast, and with pretty much a solution each time. When there is no solution, it is simply that Freshservice does not yet offer the function or that it is simply not feasible. Not your fault.
We went with Freshservice because it was the tool that offered us the most complete solution for what we needed vs the competition. And its interface was one of our favorites.

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

Like already said, Ticketing, inventory and global settings sections are great. But, Solutions section, we should be able to create more subfolders. We should be able to sort Asset Types and Fields alphabetically. It's really a pain every time you try to find a specific Asset Type in the list. Lastly, Software section should be improved. Not user-friendly. It should be revamped.

Freshservice Feature Ratings

Incident and problem management
9.8
Organize and prioritize service tickets
10
Self-service tools
9
Subscription-based notifications
10
ITSM collaboration and documentation
10
ITSM reports and dashboards
10
ITSM asset management
8.0
Configuration mangement
9
Asset management dashboard
5
Policy and contract enforcement
10
Change management
10.0
Change requests repository
10
Change calendar
10
Service-level management
10

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