Good Value
Updated April 02, 2025

Good Value

Anonymous | TrustRadius Reviewer
Score 8 out of 10
Vetted Review
Verified User

Overall Satisfaction with Freshservice

We use Freshservice for our ticketing system, change management, and knowledgebase. We also use it lightly for some asset management. It allows us to consolidate services into a single product. We use it for our internal staff, as well as customers that we serve around our region. It has been a useful tool, and once you get past the initial pain points, it is fairly easy to maintain.

Pros

  • Ticketing is fairly easy for users to submit and track tickets.
  • Customizing the ticketing system is pretty robust for agents.
  • The knowledgebase is fairly well organized and easy to add/navigate articles.

Cons

  • Customer service could definitely improve. It took a lot longer to get some things worked out than it should have, to the point of having 3 different representatives because people would move out of that position.
  • It could be easier to find some things in the Admin panel. Sometimes I have to dig around to find what I'm looking for.
  • Online knowledgebase/support could be improved. Sometimes it's hard to find a solution to what you need.
  • Increases agent productivity through alerts and notifications.
  • Increases agent productivity by not having multiple agents working on a task, it is easy to see who is working on a task.
  • Increased productivity because less time is spent researching or trying to find solutions when we've already addressed an issue that is recorded in our knowledgebase.
We have been able to meet the needs of our customers fairly quickly through the ticketing system. We really don't use the onboarding tools, but we have use the Solutions quite a bit and are trying to implement the Change management on a more regular basis. This has helped us stay on track.
Once you finally get in touch with someone that understands what you need, they can be helpful. Unfortunately, we went through 3-4 agents trying to resolve an issue we were having, where one agent would have us make a change and then the next agent would revert that change. They seemed to have a hard time understanding what we wanted, even though they assured us what we wanted was possible when they were pitching the platform to us.

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?

No

Would you buy Freshservice again?

Yes

We have had good success using it as a ticketing system and for our knowledgebase. Now that we have been using it for a while, we have a good grasp on what we can and can't do with it. We tried using it for onboarding/offboarding staff, but the options available didn't really meet our needs.

Freshservice Feature Ratings

Incident and problem management
9.0
Organize and prioritize service tickets
9
Expert directory
Not Rated
Service restoration
Not Rated
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
7.0
Configuration mangement
7
Asset management dashboard
7
Policy and contract enforcement
Not Rated
Change management
8.0
Change requests repository
8
Change calendar
8
Service-level management
Not Rated

Using Freshservice

8 - Business functions, encompassing a diverse spectrum of operational necessities, exhibit significant variation, ranging from the critical provision of tech support, ensuring seamless technological infrastructure and user assistance, to the strategic development and execution of marketing campaigns, designed to cultivate brand awareness and drive customer engagement, and extending further to the meticulous delivery of print shop services, which manage the production of essential promotional and informational materials, each playing a vital role in the overall efficiency and success of our organization.
4 - The people we have supporting Freshservice are our techs. We have four techs, but only one performs most of the configurations within Freshservice. All of the techs are capable and have rights to make changes, however.
  • Help Desk Ticketing
  • Marketing (Social Media Requests from our users)
  • Print Shop (requests for printed materials from our users)
  • Allowing users to submit requests to our Print Shop
  • Not planning, or aware of, any additional ways we might use Freshservice in the future.
We are pretty invested in Freshservice right now and have integrated it pretty heavily into our environment, so it would be hard to move away from it. For the most part, we are happy with Freshservice and the ease of use it gives us in managing tickets through the system. The only complaint we've had is customer service.

Freshservice Support

ProsCons
Support cares about my success
Slow Resolution
Poor followup
Problems left unsolved
Difficult to get immediate help
Need to explain problems multiple times
I'm not sure if we have premium support, but we have the Pro Plan.
No. I've only had one issue that I've really needed support for and it took forever to get a resolution. During that time, we went through at least 3 account representatives, and I had to re-explain everything each time (including the contradicting statements made by previous reps). They seem to go through them pretty quickly.

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