Freshservice for ITSM - A no brainer
April 01, 2025

Freshservice for ITSM - A no brainer

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

Overall Satisfaction with Freshservice

Freshservice is now our IT ticketing system, replacing a previous system that we'd outgrown and wasn't fit for our business requirements. We are also using the solutions repository for all our IT solutions articles, enabling the Freddy AI agent to provide first line conversational support in our Slack channels.
We have seen a significant improvement in our metrics, especially our time to first response and overall resolution times. Additionally, and with new data, we are seeing a positive trend in deflected tickets via Freddy AI Agent and insights.

Pros

  • ITIL Aligned - incident, problem, change, request.
  • Solutions article organisation
  • Freddy AI - not perfect, but getting better!

Cons

  • Freddy AI - definitely room for improvement, but the team are making good strides!
  • Customising of solutions articles - markdown isn't supported and the ability to change and customise everything is a bit limited.
  • Significant increases in agent productivity
  • Deflected tickets can now be reported on
  • Enabled our concept of proactive, rather than reactive, support.
Freshservice is highly configured and you could get it up and running right out of the box.

The fact it's low code means teams don't have to spend ages getting things setup and running. There is a massive amount of integrations that are easy to install and configure, from apps to improve your experience within Freshservice but to also bring tools in, such as MDM and directory services.
The support team have always been excellent. They're really quick to respond and provide super helpful guidance, advice and resolutions.

The AI bot is also really good, and offers sensible support suggestions for queries. If you want to speak to someone, the bot doesn't keep trying to deflect you, it will just pass you straight over, which is awesome!

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

Freshservice has significantly improved our support offering to the business.

If you're data and metric driven, Freshservice has awesome, out the box metrics and reporting capabilities, particularly the overall performance of your service desk and individual agent performance.

We are now looking to scale the product to business teams, so we're excited to see how Freshservice can be leveraged in other areas of the business.

Freshservice Feature Ratings

Incident and problem management
9.1
Organize and prioritize service tickets
9
Expert directory
9
Service restoration
9
Self-service tools
9
Subscription-based notifications
9
ITSM collaboration and documentation
9
ITSM reports and dashboards
10
ITSM asset management
9.3
Configuration mangement
9
Asset management dashboard
10
Policy and contract enforcement
9
Change management
10.0
Change requests repository
10
Change calendar
10
Service-level management
10

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