Freshservice Review
April 08, 2025

Freshservice Review

Anonymous | TrustRadius Reviewer
Score 8 out of 10
Vetted Review
Verified User

Overall Satisfaction with Freshservice

We use Freshservice as our ticketing system, but also the system were we trace licenses, keep track of our assets, Onboarding/Offboarding and to some extent, automations to trigger other systems.

When it comes to access management we can use Service catalog items and softwares (requested items) together with a workflow automator.
It will check the ticket after being resolved to then trigger a flow to provice access to the requester if all the parameters are met.

Then with the API capabilities we can intergrate our MDM systems to Freshservice to keep track of our assets, update them correctly and make sure they have the right information.

Pros

  • Ticket management and filtering
  • Workflow automation and customization
  • The customer portal for submitting tickets.

Cons

  • More guides or documentation for Workflow automator
  • Setting for people who respond to a closed ticket with "Thanks" to not re-open
  • Many subjects of interest in IT collected on 1 website
  • We can create 1 source of truth
  • Quite big learning curve to utilize all features, everything is not self explanatory.
We do really save time by not having to manually do all the tasks, but as mentioned before we need to go outside of Freshservice to gather all information we need for offboarding or onboardings
I'd give it a 6, since the first I reached out I was told that they will not help me and I should contact our support person assigned.
But all the times after that, I have received response and help, but not all the times my issues has been resolved.

The Freddy agent is not giving good answer, it can sometimes make up answers, steps or settings.

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?

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

I'd give it a solid 8, it has many good features.
It won't get the last 2 points from me because if you want to do more advanced stuff you sometime need to go out from Freshservice to complete it.
Example if you want to do something in Workflow automator, it will sometimes be easier to send a webhook to Make to complete the automation rather than keep it in Workflow automator.

Freshservice Feature Ratings

Incident and problem management
9.3
Organize and prioritize service tickets
9
Self-service tools
10
ITSM collaboration and documentation
10
ITSM reports and dashboards
8
ITSM asset management
6.7
Configuration mangement
8
Asset management dashboard
5
Policy and contract enforcement
7
Change management
10.0
Change requests repository
10
Change calendar
10
Service-level management
10

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