Streamlining IT Support with Automation & Asset Management
February 25, 2025

Streamlining IT Support with Automation & Asset Management

Michael Chernin | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User

Overall Satisfaction with Freshservice

We utilize Freshservice as our comprehensive platform for managing IT incidents, service ticketing, and asset management. This robust system allows us to efficiently track and resolve IT issues through a streamlined ticketing process, ensuring timely support for end-users.

Pros

  • Incident support tickets
  • Service requests
  • Automations
  • IT support portal
  • Managing assets

Cons

  • The Workflow Automator, although powerful, can be cumbersome
  • No out of the box integration with Google Chat
  • Not enough video tutorials
  • AI features are included only in the most expensive plan
  • Faster issue resolution through automation
  • Improved tracking of IT assets prevents loss and ensures timely replacements
  • Freshservice reports provide insights into common IT issues
IT teams can start being productive with Freshservice right from the first week. Setting it up completely can be very complicated, but the core features are easy to set up and provide a big value both to the team and to the organization.
The response from support was quick and helpful.
Freshservice has a much more complete package compared to Mojo Helpdesk, as it includes advanced automation, many integrations with 3rd party tools and asset management.

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

- A user reports a faulty projector in a room. They submit a ticket, and IT staff can prioritize and assign it for resolution. - A new staff member needs access to Google Workspace and other SaaS tools. A pre-defined service request triggers approvals and automates user provisioning. - IT wants to audit which users have checked out iPads. Freshservice provides visibility into asset assignments. - A user searches for “How to reset my Google password” in the portal and resolves the issue without submitting a ticket.

Freshservice Feature Ratings

Incident and problem management
9.5
Organize and prioritize service tickets
10
Service restoration
7
Self-service tools
10
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
Not Rated
Change requests repository
Not Rated
Change calendar
Not Rated
Service-level management
Not Rated

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