Freshservice a fresh approach
Updated April 10, 2025

Freshservice a fresh approach

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

Overall Satisfaction with Freshservice

We use Freshservice on a daily basis in everyday ticketing, the solution serves as the main internal ticketing system and itsm tool for all the employees.

Pros

  • Ticketing
  • Change Management
  • Asset Management
  • Projects management

Cons

  • Rebranding for Agent portal
  • Customizing the change lifecycle
  • Automating change ticket submission
  • SLA for Approvals
  • System increased our digital transformation by more than 80%
  • Significantly better employee satisfaction results were achieved
  • The system increased the productivity by reducing the load by 50% on agents by using automation tools
While the system provides complete integrations and functionalities that helps achieving more value, the time considered for setting things up is very short compared to the outcome we receive, for example integrating with other tools took very short time while providing amazing value to the teams and the company overall
on many occasions i received good beneficial support from the support agent including providing step by step guide to configure and implement and resolve the issue, additionally Freddy been helpful as well and the transfer from Freddy to the support agent did not take much time and the conversation is logged

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

Well Suited:
If you need complete ITSM tool that saves money without sacrificing functionalities and almost 100% service health with no noticeable interruptions, and overall friendly beautiful user interface.

Less appropriate:
If you need to have full control the complete development side of the solution its better to go with on-premise solution.

Freshservice Feature Ratings

Incident and problem management
9.7
Organize and prioritize service tickets
10
Expert directory
9
Service restoration
10
Self-service tools
10
Subscription-based notifications
9
ITSM collaboration and documentation
10
ITSM reports and dashboards
10
ITSM asset management
7.0
Configuration mangement
8
Asset management dashboard
7
Policy and contract enforcement
6
Change management
8.7
Change requests repository
8
Change calendar
9
Service-level management
9

Using Freshservice

600 - shared services, businee solutions and governance

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