Freshservice Review
September 25, 2024

Freshservice Review

Lewis Drever | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User

Overall Satisfaction with Freshservice

We have used Freshservice for over 8 years & it has revolutionized how we work day to day. From Tickets to CMDB we have everything we need in one place. Our wider business now uses Freshservice on a daily basis because the product is user friendly & allows user to work more efficiently.

Pros

  • Incident and problem management
  • reporting of service requests
  • change & release management
  • CMDB automation with our infrastructure
  • Ease of Use
  • Alerts
  • Automation of tickets
  • API calls are easy to setup and user friendly

Cons

  • Reporting could be more user friendly to setup
  • workspaces
  • Freddy AI
  • improved SLA for all service desk tickets
  • increased performance from the wider business with automated service requests
integrations within Freshservice are easy to setup and give agents the tools to provide a better FCR & SLA for all tickets. this proves Freshservice provides us with a great time to value in terms of product we have bought.
The support team are always helpful and responses are quick for any issues. There have been times in the past with the support team unable to provide helpful updates or a resolution to a problem raised. we have then gone on to resolve the issue ourselves. This has left us unsatisfied with some of the service provided. however, this only accounts for a handful of tickets submitted and the majority are resolved in a timely manner.
We use Freshservice for our wider business but use Freshdesk, chat & caller for our customer service team. We believe Freshservice is a tool designed for IT & other departments and believe Freshdesk provides better tools for our customer service team.

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

For Incident & service requests Freshservice provides a very competitive package equipped with everything a business needs to tackle every day queries. For changes & releases the journey to create your own criteria and workflows is simple & customizable to any business. this gives us the flexibility we need as a business.

Freshservice Feature Ratings

Incident and problem management
9.3
Organize and prioritize service tickets
10
Expert directory
10
Service restoration
8
Self-service tools
7
Subscription-based notifications
10
ITSM collaboration and documentation
10
ITSM reports and dashboards
10
ITSM asset management
10.0
Configuration mangement
10
Asset management dashboard
10
Policy and contract enforcement
10
Change management
9.0
Change requests repository
10
Change calendar
7
Service-level management
10

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