Great platform for ticket management.
April 05, 2025

Great platform for ticket management.

Carlyle Herman, SHRM-CP | TrustRadius Reviewer
Score 9 out of 10
Vetted Review
Verified User

Overall Satisfaction with Freshservice

I use Freshservice to manage incoming questions from team members. We use it to track issues from start to finish, so if someone is out, another team member can easily pick up the work that they started. We also use it in other departments, like IT.

Pros

  • Ticket management.
  • Self service guides.
  • Issue tracking.

Cons

  • I wish I could change the names of the columns within my department.
  • I wish it was easier to find older closed tickets.
  • The sync with Servicebot via Slack is broken.
  • There are more features available to non-whole-workplace admins to control their own workspaces (the previously mentioned columns being the most urgent).
  • All positive ROI - saves us a lot of time.
Freshservice is challenging to learn and hard to get people to adopt. However, it is excellent for our purposes once you know and adopt the platform. It tracks and addresses all issues and eliminates the possibility of missing a message, which is so easy to do in Slack.
Never used it.
I prefer Freshservice significantly because messages don't go away until you mark them as "resolved." With Slack, it is very easy to totally lose a message. With Workvivo, it is difficult to message at all—it connects with Slack for personal messages, but the functionality for messaging a whole team is really bad.

Do you think Freshservice delivers good value for the price?

Not sure

Are you happy with Freshservice's feature set?

Yes

Did Freshservice live up to sales and marketing promises?

I wasn't involved with the selection/purchase process

Did implementation of Freshservice go as expected?

I wasn't involved with the implementation phase

Would you buy Freshservice again?

Yes

Freshservice does everything that we really need it to and helps us create a better, more streamlined workspace. However, it is not well suited for long or personal conversations that require a lot of back-and-forth. It is excellent for ensuring that no one's questions or concerns are missed.

Freshservice Feature Ratings

Incident and problem management
8.5
Organize and prioritize service tickets
9
Expert directory
Not Rated
Service restoration
Not Rated
Self-service tools
8
Subscription-based notifications
Not Rated
ITSM collaboration and documentation
Not Rated
ITSM reports and dashboards
Not Rated
ITSM asset management
Not Rated
Configuration mangement
Not Rated
Asset management dashboard
Not Rated
Policy and contract enforcement
Not Rated
Change management
Not Rated
Change requests repository
Not Rated
Change calendar
Not Rated
Service-level management
Not Rated

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