Freshservice Reviews

Fresh Service - A collaborative App for IT business

Comments: Fine and good customer support.Worthy Service App comparatively our previous applications

Pros:

* Auto ticket generation and Mail notifications are good* Complete ticket tracking, User logon traces*Multiple User accounts with different data access* Customer support is extremely good

Cons:

* Duplicate ticket generations are there when there are slight mail subject changes* Auto Application version updates without any prior information* Bug is there when exporting date-based export

FreshService keeping ITSM fresh in modern systems

Comments: Over the course of a couple of years, we struggled to find the right ITSM solution that keeps it friendly for our end users to report issues while providing powerful tools for administrators to be ahead of the curve. FreshService brought a lot more than ITSM to the table. FreshService brings features for IT Operations, such as Service monitoring or alerts, to Asset management that integrates with our MDM solution—making the switch to FreshService has been easy, and adopting new best practices to provide an even better experience overall.

Pros:

The biggest pro that FreshService brings to our organization is having a single pane of glass for all the information I need. From keeping track of incoming tickets into the system to monitoring important assets, FreshService has made it easy and simple to move into the product.

Cons:

I feel that if I name any feature here that I don't like, the next month, they will have an update to make it better. That being said, because they are fast moving forward, that can interfere with workflows or automation you have in place since they introduce new ways to do "X Y Z," but it retires "A B C" in the process.

Is Freshservice worth a try?

Comments: Well Freshservice is an okay choice to go along with but, personally, it just wasn't a good fit for me, but i would really recommend it, 'cause it has undoubtedly great features

Pros:

one of the things I like about Freshservice is that whenever we're not at our desks, the mobile app's quicker reaction to email notifications and its reliable email connectivity are important to us. Another thing is the ticket management system which is for me great, plus an excellent customer assistance. and last but not least the user interface is also quite simple to use.

Cons:

one of the the things i dislike about Freshservice as far as i can remember Freshservice is unable to integrate with other software, like JIRA, for instance.

FreshService is Great but not consistent

Comments: It's amazing! it's just hard for me to hand over some of the responsibility due to the steep learning curve. Support could really do with arranging time to speak to you instead of email tennis, support can be slow but some agents are stella!

Pros:

The way it can be used to report on bottlenecks and problem areas as well and programmed to tackle them is a game changer. It's great but you do have to know what changes impact others and I think it could be made more clear even for those with experience it wouldn't hurt and for those learning it would speed up the learning curve a lot.

Cons:

Inconsistencies in user interface. Menus and options and ways of changing things differs on newer or older modules. Also the Employee Onboarding is great but a pain to adjust if you wish to change the Stakeholder order and initiators. Also linking to AD groups for requesters and agents would be ideal.

Freshservice is the best ITSM, our users love it!

Comments: After using several ITSM tools, Freshservie deployment was very easy and it fits 100% with our needs at an affordable price.

Pros:

Ticket management is great by itself but if you uses it with workflow automation it's awesome. You can configure as many user portal as you want and it was a requirement. Inventory is also great module. Project management help us not only in the helpdesk team but also in other areas of the department.

Cons:

The knowledge base could be better. You can't create more than two category levels and sometimes is not enough.

Managing helpdesk made easy

Pros:

Reduce the emails that are sent to different members of the IT team and host them all in one place that provides easy access, reminders, prioritisation, staff allocation, feedback, knowledge base and more, all in one place

Cons:

Not a negative as such but the points-based system does encourage health competition with teammates, but each job only gives a set number of points, not on a scale so a simple job of creating an account and installing a whole new fibre network can earn you the same, whether it a 2 minute or a 2-month job!

A Multipurpose Software For IT Management

Comments: It has been a great addition to pour business and no issues at all.

Pros:

What I like most about Freshservice is that it is affordable and comes with great featuresIt makes IT management easyIt comes with remote support features

Cons:

While it is very effective and affordable, the fact that it comes with many features and capabilities makes it difficult to use

Good ITIL compliant ITSM solution

Comments: Overall, Freshservice is a great robust ITSM solution which can help any organization implement incident, problem and change management processes.

Pros:

ITIL compliant, robust with intelligence to automate incident management processes, incident, problem and change management implementations.

Cons:

Dashboard and reporting capabilities needs to be improved for producing better trend reports for management.

Fresh is Best!

Pros:

Seemless app powered integration, amazing ticketing and inventory management features, and an insane amount of new things getting added all the time are just a few reasons why I think FreshService is better than whatever ITSM/Help Desk tool you use right now.

Cons:

It isn't FREE! But if it was free, they'd go broke!

Awesome app that has everything (that I need at least) in one place!

Pros:

Oh how easier my life has become since I started using Freshservice. I have almost all of my job in one place - tickets, tasks, projects, documents, you name it. It's great option if you don't want to use different tools for ony one purpose. Truly multitasking app!

Cons:

I feel like overall UX could be a bit better as sometimes I feel lost in the Settings and will find some options in a strange places (not where I would expect them to be).

FreshService Internal Ticket Management System for Gehan Homes

Comments: We enjoy FreshService for the simplistic ticket management and communication it provides. It is also a secondary database for our asset management to cross reference our main database. We would like to see more curated automated reports for both tickets and assets. We would also like to be able to levarage the change management database, but it does not appear user friendly nor intuitive; so we may need training on this but we do not use it because we dont understand it. We are actively looking for change management.

Pros:

Easy to build requestors and submit tickets via email and communicate with the end users we support for our internal helpdesk. Easy to spot trends and ensure service level agreements for ticket response times are measured appropriately.

Cons:

The inventory management system at first was very unreliable, sometimes search wouldnt pull up names or info. It seems to have been developed and works much better, but I believe the backend database or tool used could be of better quality. It has come a long way from the beginning and is markedly better.

Easily worth the price compared to other ticket systems.

Pros:

After following a demo given by enthusiastic and cooperative Freshservice employees, we were sure of our choice. The tooling is intuitive, user-friendly, responds quickly and very easy to set up. There are plenty of things that can be adapted to the needs of the company. There are a number of options within the tooling that have certainly increased the efficiency of our employees and in the way customers create their own tickets. The support and technical staff are excellent and an example for other companies!

Cons:

The change module may be further expanded. A feature request has been created for this and the latest information shows that a number of improvements will be made this year.

Great IT software

Comments: love the product, was very easy to set up and integrate into the company, very nice customization options to really make it your own, and anytime we have had an issue we usually get a response very fast from the team so we are never held back for too long on anything!

Pros:

The ease of use is a huge plus to us and to all of the end users, it is very straight forward for everyone to use, well integrated into the company super easily and multiple ways to access via the website, mobile app or even just an email, makes our jobs much easier, and the hardware management is also a huge plus being able to track it all

Cons:

They are working on it now but I wish it had a better tracking of what was installed in certain hardware, at the moment they do not show all of the components just most of the major ones, would be a nice thing to have it all

Freshservice

Comments: Freshservice is by far the best help desk/ticketing system I've ever worked with. The speed and ease of use make Freshservice the best help desk platform I've ever worked with in my 15 years of IT experience.

Pros:

For our users its been a real nice tool for submitting help requests into our IT department. A variety of options and configurations allowed us to customize our Freshservice portal to provide our users with the best help desk experience possible.

Cons:

I wish I could add my own custom pages to the custom help desk portal. Love the ability to customize the current portal but it would be even better if I could add my own custom pages to the portal for instance ~ a secondary onboarding portal for a different HR team in our company.

FreshService provides many of ServiceNow level functions - but without the price tag

Comments: I have implemented in my current and previous organizations. It has solid overall build quality and supports ITIL standards and data capture in many areas. We also have the asset tracking component which has been helpful.

Pros:

Streamlined interface has been easy for our IT team to learn and use. I like the ability to track and link incidents, service requests, changes and problems. Does what we need.

Cons:

I would love to see more and better reporting - simplistic tools for creating reports limit advanced analysis in the tool.

Freshservice Review from a daily user and admin

Comments: My overall experience with Freshservice has been really good (despite the cons I listed). The interface from Agent point of view is easy to navigate, the ticket/problem/change management is clear. From an admin point of view, everything is well group under the admin section and even if you don't have experience with Freshservice you will find yourself picking everything up pretty quickly. The mobile app, while clunky, is still a good way to get notified about tickets coming in (especially urgent ones), and checking for replies and approvals. Bonus points for providing single sign on options (SSO). Customization is solid and allows you to integrate your company branding quite well. Good, and easy to create, manage, edit knowledge base system. Requesters have a very easy time creating a ticket in case of an incident. While it can feel frustrating to have to contact Freshservice support for some things, I can say that my overall experience has been very solid with their support and they have even taken and implement a number of our feature requests. I would most certainly recommend this product.

Pros:

- Easy to use - Good platform to manage incidents/problems/changes/releases as well as requests - Good CMDB for managing company assets - Pretty simple to perform administrative tasks - Good customization - Has mobile app that will notify you when someone performs an action on any of your items (Such as assignment of a ticket, replies, approvals, etc.) - Had good experience from Freshservice support staff - Has the ability to integrate into your domain account via Single Sing-On (SSO) - Good solution for storing your IT Support based knowledge base

Cons:

- Customization could be better in some areas - Some changes require you to contact Freshservice support directly - Digital asset management is a bit clunky - Mobile app is not as intuitive as desktop experience and can feel difficult to navigate for some users - Noticed that at times, usually in the morning hours of EST time zone, Freshservice access cuts out for 5 minutes

Freshservice - Mid Tier, but power packed like enterprise IT ITSM tool

Comments: Love it. We utilize Freshservice for our corporate helpdesk ticketing system.

Pros:

It is easy to create workflow and the navigation is easy to determine what you want to achieve / do. They have modernize the icons and look.

Cons:

Integration with outlook is not there - .ics calendar, easy guide on whatsapp API business - omnichannel should be included by default from Garden plans onward

Great Help Desk Software, Particularly For Time Pressed Admins

Comments: The pricing for this product is very competitive which is great for the IT budget and value for dollar represent a good deal. I find the Support team is very helpful and responsive. This is not a complex product to set up but does take a little time to figure out how things work within Freshservice. I am very please overall.

Pros:

SaaS based product so no on premises hardware or software. Setup is more than 10 minutes that some of the marketing indicates, but definitely not a complex setup. Once you understand the workflow things become fairly intuitive in setting up the software. The ability to process tickets from one screen, enabling you to reply, enter case notes and disposition the ticket from one screen is very good. Like anything there is a learning curve involved, but it becomes very straightforward to Administer. This is very important as I am handling issues, closing tickets and assisting end users so I do not have the time to spent an hour a day doing routine maintenance tasks. The technical support team is also very helpful.

Cons:

Most of the issues have not been with things that do not work as much as do not conform to our individual work flows and processes. A few things that are challenges include that pasting into tickets using the portal does not work. Any screen shots or images depicting issues and end user is facing need to be added as attachments. By default you are given a long and not intuitive URL for your Portal. While you can create a custom URL it requires purchasing an SSL certificate or the connection is not secure. If a User submits a ticket via email and at a later time tries to create an account on the Portal it will advise them that the email is in use. To resolve this they just need to request a password reset, but it is not intuitive to the User, they think something is wrong.

Great tool for tracking issues, managing assets, staying compliant

Comments: It allowed us to determine the number of IT staff needed to support a growing company. It also allowed us to track changes for SOC II compliance.

Pros:

FreshService is a simple to use system that has allowed us to manage IT issues, assets, and changes within a quickly growing company. Prior to the implementation of FreshService we were unable to appropriately identify our staffing needs or areas of concern due to the lack of ability to track issues across the entire organization. With FreshService implemented we're now able to put metrics to the volume of support our team provides to the company. We're tracking assets across multiple states. And we're tracking changes within our environment for SOC II compliance.

Cons:

I wish there were some built-in features which made viewing issues by Location easier. Currently, it appears that Locations can be linked to Requesters which implies issues by Location. However, it would be ideal to be able to quickly see and change the Location the issue is occurring. This would lead to reporting mechanisms that would allow us to see which Locations have the highest number of issues.

Really gets the best out of your workforce

Pros:

The ticket management, asset management, knowledgebase and workflow automation have bee huge help and really a great solution for the specific needs. Can be very detailed with choices and customisable to suit any company needs.

Cons:

I do wish that there was an off-boarding feature for staff leaving to support the on-boarding feature already useable.

The system is easy to use and has an inviting design that everyone can get used to.

Comments: Our company has very specific requirements and this software is able to fulfill all of them. We appreciate the continued development and clear control of the system. Management has better control over departmental processes.
The use of this software has shifted our customer service to a higher level.

Pros:

The system is easy to use and has an inviting design that everyone can get used to. Even after years of use, the system is constantly evolving and improving. Freshservice can always surprise us with new functionality. The range of features can satisfy every big and small business. Depending on the needs, an appropriate cost plan can be selected. We greatly appreciate various kinds of reports.

Cons:

Technical support is sometimes really slow. Until recently, we were complaining about the searching, but it was improved in the last update. The price for a complete set of features is quite high.

Jira to Fresh Service

Pros:

Fresh Service is a breeze to get off the ground. The sandbox functionality is cute, but leaves a lot to be desired in terms of what is managed by the testing/deploying of the sandbox to production.

Cons:

SSO User Provisioning is awful. We currently SCIM requesters into Fresh Service from Okta. It uses a third-party integration written by Effy? Why is user and group provisioning such a foreign concept in an already fleshed out application?

Slick and functional

Comments: We transitioned from SPiceworks to FreshService
We have not regretted the decision, it really is a great product

Pros:

A very easy to deploy and easy to use package Highly configurable, powerful, full of great features

Cons:

Nothing missing, always updated with great new features. No cons that we have experienced so far to date

The best ticket system for SMEs on the market

Comments: I have become a FreshService evangelist in a very short time. So, I recommend this service to everyone!

Pros:

The most intuitive system I have ever had the pleasure of using. The system is remarkably customizable, and you do not need a system administrator or expert to configure the customizations. It is so intuitive that any person with minimal experience on the system can figure out how to configure it to your company's needs. We have a team of 8 support engineers and they all took to the system very enthusiastically. The user interface is superb, and the company has been in the market for so long that they have literally thought of everything. If you have a unique business case, like we did, it is most probable that they have already encountered it and have an out of the box solutions. My experience with their developers was phenomenal.

Cons:

The system is slightly more expensive than its nearest competitor. Which makes selling it to managers a little more difficult. But, the expense is justified. With the competitors in its market, a dedicated onsite developer is required, and installment and deployment time is 3-4 times longer. While FreshService is so easy to use, that any user or administrator can configure or change any settings, functions, workflows or processes with absolutely minimal effort. And, if you do require more assistance, 24x7x365 support is readily available and the support cost included in the monthly fee.

Statisfied customer

Comments: Our helpdesk infrastructure has become more organised by using freshservice

Pros:

- Ease of use, easy to set-up, lot of new releases and features, good customer support

Cons:

No big features are missing. Employee-offboarding would be nice