Item: Freshservice
Rating: 10
Author: Verified User

Overall Satisfaction with Freshservice

Use Cases and Deployment Scope

We have used several "Help Desk" ticketing systems over the years and were introduced to FreshService by another entity in our organization. They were using FreshDesk, but we needed a complete ITIL application. Once we saw how user-friendly FreshService was, we were on board. Our prior ticket system was JAVA-heavy and required manual updating; FreshService was... well, a fresh start. The first thing we did was introduce the service catalog to our users, who were extremely excited that there was no paperwork or email involved in getting assistance from the IT Service Desk. The creation of forms and workflows came so easily to our IT administrators that we constantly improved on every procedure we used. I look forward to automating the tickets to make our technician's jobs easier.

Pros and Cons

Pros

Easy to use front end from a user's perspective.
Customization of the application to fit an organization's needs.
Support is always on point with solutions.

Cons

We need more validity checking on text fields; for example, only allow numbers or field length. And provide a real-time pop-up when those are not met before submitting the ticket.
Allow form design not to be just vertical. Allow input boxes to be placed on some grid to design the form.
Allow for more than five dynamic sections in service catalog forms.
Workflow automation needs branching to another part of the workflow.

Return on Investment

Quicker response time to a user's needs. With SLAs in place, we have a four-hour response time based on priority, even less when it is a VIP request.

Time to Value

We are just touching on integrating other services into FreshService. The IT Operations group has started to create dashboards, allowing users to check on outages.

Support Rating

I have never had an issue with FreshService support. They address each issue that has come up and has either been addressed within a short period or is placed on their roadmap. I have spoken to them directly and have done screen sharing to show the issue or communicated through email. I know there is a time difference between the US and their support, but I always get a quick response. It's nice to see that they have support 24/7 and all at the same level of experience.

Alternatives Considered

ChangeGear Service Desk

Customization of FreshService was so much easier than ChangeGear. Creating forms for end-users was difficult and didn't always work the way we wanted. The nail in the coffin was when we had a support call set up, and the IT Director was on the phone waiting, but no one joined the call. I can't speak on what the product is today, but it was JAVA-heavy, and everything was manually updated.

Key Insights

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

Other Software Used

ManageEngine ADAudit Plus, ManageEngine ADManager Plus, ManageEngine Endpoint Central, Netwrix Password Policy Enforcer

Likelihood to Recommend

I have worked with several ticket systems in my career. Homegrown TicketIt, Remedy, Jira, ChangeGear, and FreshService have been the easiest to implement and use. I never have to explain how to complete a request to an end-user, as the fields are self-explanatory. We use about 80% of the product and continue to find ways to improve. Each month, some updates and fixes continually address our needs.

Freshservice Feature Ratings

Comments

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FreshService - a complete package for all ITIL needs.