Freshservice Reviews

Pros

The best thing about Freshservice is how simple and straightforward it is to use, both for end users and for the system administrator. Even first-time users will have no trouble grasping and implementing workflows because to the intuitive nature of the UI.

Cons

Since I use Freshservice on a daily basis for both my job and my company, and since it is so intuitive and simple to operate, I really can't think of anything bad to say about it.

Pros

Very customizable, support was fantastic and the pricing is good. Development team is still actively pushing out new updates all the time

Cons

Still missing features that would be useful.

Alternatives Considered

Jira, EV Service Manager and ServiceNow

Reasons for Choosing Freshservice

Using an old version of EasyVista, we needed to upgrade and we made a comparison between a few products and decided upon Freshservice.

Switched From

EV Service Manager

Reasons for Switching to Freshservice

We found that the price and services fit the company better.

Pros

It was really easy to use. To Search for any tickets, or for an individual ticket.Has an API that it easy to use. It was used for inventory management. I believe it also has a network scanner.All communication with clients can be done within the App.

Cons

Wasn't Azure compatible, or at least we didn't set up that way, so it was another password to remember.

Pros

Great support team 24/7. Many features that they relevant to an ITSM setup.Always bringing in new features at no extra cost.

Cons

At times they quick to bring in half bcked features. But must say they are always quick to correct to fix any bugs which comes with a new feature.

Pros

Freshservice has lots of features and tools to make managing tickets easy.

Cons

Some small bugs/performance issues have been around since my company has been using them (over a year now)

Pros

Freshservice really streamlines both the end user and IT experience. Even the least advanced users find it easy to submit tickets, and the layout is simple and comprehensible. The leaderboard and achievements features allow IT staff to evenly distribute workload as well as give users an incentive.

Cons

I have no dissatisfaction to report with Freshservice.

Pros

Effective and easy to work with. Able to easily work on any type of incident throughout departments

Cons

Interface is not the most intuitive to navigate.

Pros

Easy to use and our user seem to get along with it well.

Cons

Lack of integration with some of our other applications.

Pros

They had a very solid API that you can access and write a wrapper around to automate ticket handeling.

Cons

Some of the pagination features in the API were limiting and the enterprise addition requiring money for extra seats was expensive at times.

Pros

Easy to use interface with great ticket management functionality.

Cons

Reporting and analytics features could be more robust and customizable.

Pros

Freshservice has been a game-changer for our organization. The service catalog and user-friendly interface has allowed our employees to improve their productivity over the past 2+ years we have had the system implemented. The customizable forms and workflow has allowed our IT department to streamline processes and improve efficiency.

Cons

I wish the reporting capabilities were more customizable. There have been a few situations where I reached out to Frehservice for support on reports I needed but found the reports were not possible. The freshservice support team told me my reporting needs would be added to the list of potential "future enhancements'.

Alternatives Considered

ServiceNow Customer Service Management, ManageEngine ServiceDesk Plus and Zendesk Suite

Reasons for Choosing Freshservice

Our previous product did not have a customizable system and did not provide our employees with a way to track their tickets once created. It also lacked any type of reporting capabilities.

Reasons for Switching to Freshservice

Cost and ease of customization

Pros

1. Ticket Handling is Simple, effortless and straight forward.2. Automation of tasks can be done easily.3. Contract Management helping us a lot in digitalizing.4. Asset management and tracking is very helpful as we used to excel previously. 5. Build in Knowledge base help us prepare and save documents and procedures for repeated issues.6. SLA Management help us in providing better service to customers

Cons

1. Customer service can be improved. Almost every time when i reach service with an issue, i get an answer that its not possible.2. No options to submit a feature request, Customer service is refusing to take a request.3. Some of the features like Team integration are not usable with the Customer service ID, that feature will help many customers.4. account managers take a lot of time to respond and they dont talk directly they redirect you to customer service without even discussing about the problem.

Pros

I really like how everything is organized, there is a logical flow viewing tickets, bugs/problems, Change orders, tasks, and then projects. The main dashboard is customizable so you can have the metrics that are important to you up front. I also love that you can tie the current issue with existing knowledge base articles helping you to solve issues quicker or possibly automate responses. Lastly, the ability to automate processes and workflows have been clutch for us, reducing time and human error.

Cons

During onboarding/setup some of the 3rd party apps that you rely on for integration with systems such as Azure can be difficult. FreshService has still provided top grade support for those but, I can take some time to implement.

Pros

I like the ease of use of the system and that we can have asset management, knowledgebase, and incident management all tied together.

Cons

We have had issues with some of the integration pieces, but have sorted most of them out with Freshservice support. We still have a couple of issues we are working out, but overall we have been pleased with support services.

Pros

It is one of the most easiest and user-friendly product I’ve seen on the market. It also works very well for new time employees coming into the IT

Cons

I do wish the reports could be easier to generate. Coming from a system, Lan sweeper with SQL database and reporting.

Pros

easy way to customize for our needs, All needed functions are in place, easy to handle

Cons

a good an helpfull too in my role as a service desk Teamleader.

Pros

Easy UI. It is intuitive for first time users. Creation of Projects and umbrella ticket is another feature I like a lot.

Cons

Notification can be improved. So far emails are the only way I get notified. If we can add a ping to MS Teams it would great.

Pros

The interface is user-friendly and the automation features save me a lot of time.

Cons

I wish the reporting capabilities were more customizable and the mobile app could use some improvements.

Pros

ease of use. it's very straightforward and easy to catch on to. don't need a user manual to figure out how to use it

Cons

mobile app doesn't have the same versatility the web version has, should be updated more frequently.

Pros

The portal is easy to navigateSelf service portal is greatIntegrations: slack integration is super usefulWhitelabel feature is nice

Cons

As an EndUser, not too much to report. Didn’t need any training to use which is good

Pros

Easy Ticket management, user friendly good Layout

Cons

Initial setup and customization took some time to grasp

Pros

I like the look of it. It doesn't feel clunky or outdated at all.

Cons

The labeling is strange for entering different tickets. All in all, not bad.

Pros

Simplicity of use. I am a non techie and I found it easy to use within my organisation

Cons

I don't think there is anything I would like to see added as it would detract from the simplicity of use

Pros

Easy to manage ticket and incidentworkflow automation is easy to create just drag the options and you can use themAttach SLA with business hours

Cons

Support is not so goodcan't approve incident ticket directly

Pros

It helps with time and effectiveness I will do great for everyone

Cons

None I have no complaints it is amazing