FreshService
April 23, 2025

FreshService

Joshua Winters-Brown | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User

Overall Satisfaction with Freshservice

We use FreshService to streamline our interaction with clients. We previously used a number of shared inboxes, which lead to a great deal of confusion when working tickets. Freshdesk provides a streamlined way for all our technicians to work on issues, as well as a single pane of glass for our clients to reach out to us. So far we have implemented Freshdesk with two of our departments, and the success has been great!

Pros

  • Knowledge Base & Solution Articles
  • Workflows & Automations
  • Enabling Collaboration Across Teams

Cons

  • I would kill for there to be markdown support in the knowledge base section and the ticket notes section. Alot of our notes are already in markdown, so copy and pasting them into the knowledge management section is kind of a pain at times.
  • FreshService has really encouraged our teams to work together, in ways that we weren't before.
I think any issue or question I had, was solved almost immediately with the fresh service staff team. I think that generally they have been receptive to any questions I bring, and are willing to connect me with the right people within their team to get things done.
Freshdesk is great, if you have a smaller team with a shared inbox, unfortunately, FreshService helped segregate data from our department and others departments, in a way that Freshdesk didnt provide.

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?

Yes

Would you buy Freshservice again?

Yes

I think, if you have a shared inbox with more than 5 or 10 team members, its worth 100% migrating to a ticketing system in general. We have tried a few in the past, but Fresh Service just happened to provide us a great experience. If I ever stand up a ticketing system again, I 100% would recommend this application to someone.

Freshservice Feature Ratings

Incident and problem management
8.2
Organize and prioritize service tickets
10
Self-service tools
5
Subscription-based notifications
8
ITSM collaboration and documentation
10
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
6.0
Change requests repository
6
Change calendar
Not Rated
Service-level management
Not Rated

Comments

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