A good ticketing system that every company can use and reap benefits and keep high SLAs
April 11, 2025

A good ticketing system that every company can use and reap benefits and keep high SLAs

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

Overall Satisfaction with Freshservice

We use Freshservice to track 1) SAP Support issues and 2) Mobile App support issues. It helps us a) prioritize the tickets easily b) easily move from one Agent to another c) keep track of all the discussions of a ticket in one place and not in company emails d) Make sure that all the tickets are addressed in a timely manner. e) Do some analysis of how many tickets we are getting on weekly basis f) Also, using it as knowledge base for future tickets. g) Option to check tickets from mobile phone also and respond. This is really good when we are out of office and not infront of the computer.

Pros

  • Helps keep all the discussions from multiple people in one place.
  • The dashboard is good for managers as they can see tickets at high level
  • The Announcements are a nice feature, to send any updates or notifications to the entire organization

Cons

  • Ability to create 'Statuses' at each 'Group' level. It is all or nothing for the entire organization
  • When there is a image embedded, you cannot click and zoom to make it big.
  • I have heard that creating workflow automator is little tricky. Ability to create workflow at each Group level would be great.
  • Higher SLA
  • increased agent productivity by using templates for response etc
  • Overall satisfaction in the IT dept for using standard ticketing system
It took a while to understand how it works and modify our business process accordingly. We did not find any good documentation or videos earlier.
I had contacted only once and the customer service support was good.
It was not great, so we ended up not using after 1 year, and bought Freshservice

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

It is well suited as a ticketing system.

Not sure about Assets and Projects. We tried to use Projects but never got a hang of it and did not use it.

Freshservice Feature Ratings

Incident and problem management
5.8
Organize and prioritize service tickets
8
Expert directory
Not Rated
Service restoration
3
Subscription-based notifications
5
ITSM collaboration and documentation
5
ITSM reports and dashboards
8
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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