Company's first ITSM platform!
Updated October 01, 2024

Company's first ITSM platform!

Anonymous | TrustRadius Reviewer
Score 6 out of 10
Vetted Review
Verified User

Overall Satisfaction with Freshservice

Initially, as an ITSM platform for support intake, we had no platform at all and needed one. After rolling it out for intake we created and used the service catalog and are starting to use solutions. We have instituted a Change process using Freshservice change module. We have also started to use the PO section to control purchasing. We then started using projects and have expanded the use beyond IT to the larger business. Lastly, we have brought the real estate team in moving from a different ticket platform to Freshservice. This prompted interest in other business units, so we continue to expand the platform use. Having all in pricing allows us to do this without concern on how much a particular module may cost.

Pros

  • Approval process and reminders
  • Easy for end users to enter requests
  • Easy to add/manage the service catalog and approvals for same
  • Some customizations are easy and straightforward
  • Reporting is good

Cons

  • Consistency across modules
  • Customization especially on the portal and search
  • Reporting filters are not consistent, some allow date range selection and most only allow predefined spans
  • Onboarding module is WAY too rigid
  • Offboarding module is not usable in it's current form
  • We had no ticketing system at all so we had no idea of the workload, we now do
  • We have been able to go from nothing to seeing workload to identifying areas for improvement by having the metrics
  • We have lowered MTTR every month since turning on fresh service
  • We have increased 1st all resolution every month
  • We have been able to start talking about real SLA's with the business
As I have already said, all in pricing for the entire platform and it does everything acceptably well, not the best I have used in any one area but not terrible anywhere but on and off boarding. The onboarding works good if you need it exactly as Freshservice has configured it. If you need changes or customization, there are none that can be done so numerous workarounds have to be put into place. This is frustrating as the platform is CAPABLE of doing what we need but the onboarding module is completely separate and we have little to no access to modify it like we do the rest of the platform. Off boarding was so bad we didn't even try.
The chat availability is great and many issues are resolved during the chat. Sometimes, tickets are a little slow, but only in reference to questions and noncritical issues. Anything that has affected the use or function of the platform has been dealt with very quickly. Also, there have only been 2 Freshservice related causes to anything not working or breaking and in a year to have only 2 issues is GREAT!
The search list is WAY too hard to use - I have used
Jira service management - Freshservice is WAY better
ServiceNow ITSM, ITAM (SAM, HAM), ITOM, Project, Change - SNow is WAY better but also WAY WAY more expensive

We selected Freshservice based on price and how fast we could stand up the service and start using it.

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

Freshservice is a great solution if you plan to use multiple modules and incorporate multiple business units. The all in pricing allows exploration of the many capabilities of the platform without worrying about cost as it is set per agent per month.

If you only need ticketing the price in my opinion is not competitive. Also, as Freshservice does so many thing, they do them all adequately. So for the all in pricing you are giving up having top tier product in each module.

Freshservice Feature Ratings

Incident and problem management
8.6
Organize and prioritize service tickets
10
Expert directory
10
Service restoration
5
Self-service tools
8
Subscription-based notifications
10
ITSM collaboration and documentation
10
ITSM reports and dashboards
7
ITSM asset management
7.0
Configuration mangement
7
Change management
10.0
Change requests repository
10
Change calendar
10
Service-level management
10

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