Freshservice Reviews

Probably the best tool for Help Desk Management

Comments: This is probably the best I used for ticketing. The support is really good, the only bad thing is that you have to contact mostly via chat.

Pros:

The features it provides are really good. The ticketing flow is easy to follow, we can handle our Service Catalog, integrate with Active Directory, manage Asset Inventory and now we started using the Project management tool.

Cons:

The configuration (Initial Setup) is kind of complex. Design the flows is friendly, but complex if you have many rules, but the good thing is that support guides all the way during this process.

You can do a lot of great things with Freshservice

Comments: Complete platform for IT service management and reporting on client needs. It gives me the ability to develop material that can be provided as assistance to customers, as well as report back internally to the team and to top board management.

Pros:

I appreciate that it is not only affordable, but also demonstrates a lot of value due to the fact that it comes with a lot of features considering how much it costs. FreshService is capable of competing with ServiceNow in terms of IT service management, and I am accustomed to utilizing ServiceNow.

Cons:

The constraints placed on portal design, in addition to the requirement of having HTML coding skills. I have not been able to determine whether or not it is possible for us to have parent portal sites that include kid pages, and the process of developing these pages will require experience in coding.

Manage your IT Service Desk, Freshservice gets it done

Comments: Great! IT Service Management has become lot easier with freshservice.

Pros:

Ease of use, cross platform compatibility, multiple channels of support available.

Cons:

Needs to be more flexible and feature rich in work automations and customized fields.

Alternatives Considered: iTOP

Reasons for Switching to Freshservice: because it was more feature rich as compared and a paid product with support

No bang for the buck, an overpriced form submission tool that disappoints in reporting and integration

Pros:

Friendly user interface. Copy screenshots directly into the form (although there's a bug for the last 3 months that screenshots are displayed double in edit mode.) Plenty of fields to configure for more complex workflows.

Cons:

Default categories and labels with awkward naming (synonymous use of "Tickets" and "Incidents" for "Issues", "Change" for "Change Request", "Problem" for "Bugs") No possibility to convert issues to change requests. Agent needs to recreate the entire case in the back resulting in significant adminstrative overhead. Reporting is practically inexistent. REST API not covering many functions and object attributes. (You cannot substitute reporting externally.) HTML editor limited and bugged. (CSS code in support articles not supported, Bootstrap not supported, code gets changed or reformatted upon saving articles) No access to the file and image repository. Frankly, with every new cosmetic change and "functionality no can do" message from the Team, I am growing more and more wary of this application. At this point, I am thinking of it as an overpriced form tool with practically no reporting, a gimped Knowledge Management base, and an asset list functionality that quickly drains your wallet. I am spending significant time rewriting issues as change requests in order to subsequently manually attach them to the original issue ticket and explain to the user why I would want to close his ticket after all. Writing knowledge articles is best done in a separate HTML editor. The Text Editor lacks basic functionality, removes formatting and images in unpredictable ways with undoing, and stores images and files in a central repository you have no access to. You might as well do that with a forms tool readily available on the internet.

Freshservice is a top-notch help desk solution

Comments: I use Freshservice to stay on top of my workload and respond quickly to any incidents that arise, most of which are related to technology at the company where I work.

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.

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.

Alternatives Considered: Jira and ManageEngine ServiceDesk Plus

Reasons for Choosing Freshservice: OTRS was very difficult to configure and sometimes you couldn't find the way to configure it to fit with your requirements. Spiceworks is for little companys.

Switched From: Spiceworks and OTRS

Reasons for Switching to Freshservice: It was the best option for us.

Great standard feature Set on the whole, but new features seem to lag behind their FreskDesk system

Pros:

The ticketing system is really easy to use, with lots of options for workflow automations and ticket management. The app marketplace is great for extending the functionality.

Cons:

FreshService seems more like a new branching out for the company, with a complete set of tools, but lacking refinement in a lot of places. There are also odd quirks like Discuss feature button being available, even though the Discuss feature doesn't work on FreshService yet.The mobile app is a bit of a let down, as it doesn't have a dashboard like the main site which makes it much more tedious to lookup ticket queues.The Notification spam through the app is terrible, pinging each notification one at a time to the phone, which is especially annoying when it sends over 30 notifications and doesn't group them.The system has some other weird quirks, like sorting a list can only be saved when you also make a change to the filter for the list. Another issue is that there is a blur effect on the title text that doesn't always go away when scrolling back to the top of the page, resulting in some text looking very soft and fuzzy

I like the Produkt

Pros:

It is easy to use and i like the workflow automator

Cons:

Only indian support not able to understand them good

Alternatives Considered: JIRA Service Management

Reasons for Choosing Freshservice: Because Track It do not support multible E-Mail accounts and no html mails

Switched From: Track-It!

Freshservice is a real IT service

Comments: Good tool to implement not only in IT infrastructure but also to other deparments

Pros:

Collobration of tickets and task in incidents and tickets

Cons:

Transferring of tickets from one instance to another instance

Alternatives Considered: Service Desk AI Assistant

Reasons for Choosing Freshservice: The features difference and more user friendly

Reasons for Switching to Freshservice: User friendly and more features and reporting structure

Freshservice - Fresh thinking, fresh system.

Comments: The interaction with the account team and the ease of migration to the full-blown service was seamless. A really impressive offering, that does what you expect and more.

Pros:

Its simplicity to deploy and customise to your needs is a real bonus for Freshservice, when compared with other offerings in the market.

Cons:

We have no real misgivings on Freshservice.

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.

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.

Alternatives Considered: ServiceNow

Reasons for Choosing Freshservice: KACE was old and lacked options. I had FreshDesk experience and suggested FreshDesk but we landed on FreshService which make FreshDesk look like BETA software.

Switched From: KACE

Reasons for Switching to Freshservice: Previous experience using FreshDesk and how it was beneficial to our needs.

A review about fresh service

Comments: A solid product with excellent qualities that can help transform how teams work

Pros:

Good tool for team collaboration. It is possible to configure workflows for each of them, projects, queues, etc. It is possible to greatly customize the fields and apply them to workflows, meeting specific needs.

Cons:

Graphing is a bit confusing, and you need to buy higher planes to use the best tools.

Alternatives Considered: Zendesk Suite

Reasons for Choosing Freshservice: Several limitations on the platform that did not allow workflows to be created as desired.

Switched From: Jira

Reasons for Switching to Freshservice: We were very interested in other tools that perfectly met our need, however, its high cost made us choose Fresh.

Easily worth the price compared to free ticket systems

Comments: Extremely positive. Previously was using HESK as a free ticket system and also demo'd a few other options before settling on Freshservice. The paid features of Freshservice more then pay for themselves.

Pros:

Makes dealing with a large number of tickets very simple and intuitive. Improves response time and productivity of helpdesk.

Cons:

The settings/configuration is not super intuitive.

Alternatives Considered: Kaseya VSA and Autotask PSA

Reasons for Choosing Freshservice: Lack of features

Switched From: HESK

Reasons for Switching to Freshservice: Better pricing. Better features for internal IT departments (as opposed to MSP focused ticket systems)

Hard to find something better

Comments: Moving from a free ticketing solution I found FreshServices provided lots of features to allow us to automated mundane tasks and free up our time to work on more important issues and projects.

Pros:

The vast number of features presented for a fair price. New features and enhancements are being made constantly.

Cons:

Improvements could be made to helpdesk customization. A WYSIWYG interface with the option to go deeper to modify HTML and CSS would be nice.

Alternatives Considered: ManageEngine ServiceDesk Plus and SolarWinds Service Desk

Reasons for Switching to Freshservice: FreshService having a better workflow editor was the sole reason we chose it over the others.

Everything You Need In A Great Ticketing System

Comments: Excellent, see the Pro section. I wished I could paraphrase everything I wrote in that section to garnish this one, but time is limited.

Pros:

There are multiple things that I like about the Freshservice platform. To start, the ticketing system that they provide is an amazing tool to keep track of issues and resolutions. You can easily search for similar issues and select a wide variety of categorizations to organize your problems and resolutions. I love the private note feature as well, we can suggest solutions to specialists working on solving an issue before it is escalated. Something else I liked about FS is their asset management utility. The Freshservice agent that is installed on the computers make it easier for admins to see who is the last person who signed in to a computer. This helpful in occasions where we have to rule out what computer is assigned to someone when we forget to update the asset. Overall, the Freshservice inventory system is the best I've used in my professional career. Now let's talk about my favorite feature - the API. I was surprised to learn that FS had an API. I was able to thoroughly test their API and develop our own apps. Very pleased with this aspect. I also enjoyed using their admin tools to create workflows, notifications, scenarios to automate and make the ticketing solution more effective. Being able to document things here is also very easy. You can add images, create tags, and alter publications from their editor. Never had any gripes with this. Lots to like here!

Cons:

There are actually very few cons. If there is anything bad to say is that I wished the API returned some more relevant results for what I was looking for. For example, I had to jump through a few more requests that I wanted to convert some values to get something else I needed. Yes, seriously, that's all the bad I can say; we are nerds here at Royal. I was able to code very cool apps with the API.

Long time user

Comments: similar to most big orgs, initial contact and simple issues are resolved quickly. more complex issues take a longer for them to understand and get under control. also there seems to be a fast turnaround of account management staff, so continuity over time is difficult

Pros:

ease of use for admins to control tickets via simple to use interface

Cons:

new features take several revisions to get working correctly / fit for OUR purpose

Alternatives Considered: ServiceNow Customer Service Management and Zendesk Suite

Reasons for Choosing Freshservice: better UX

Switched From: SysAid

Excellent Value and Everything we need for our Ticketing System

Comments: We have reduced the amount of redundancy and human error from many IT processes and workflows while organizing and improving our overall support and response time. FreshService is so well organized and it also helped us look into other areas that were often overlooked.

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.

Offers a lot of features

Comments: It meets our expectations for managing tickets. We have experienced some bugs and they get resolved quickly.

Pros:

We use it for tickets and issue resolution mostly. The software offers contract management, project management, asset management and other features at a very basic state.

Cons:

We tried asset management for a while and it felt extremely short so we had to switch to a different product. Project management we did not even try because it is extremely basic. Maybe they should stick with the core of their product which is tickets and issue resolution.

Easy to use and flexible ticketing system

Pros:

Integreting FreshService to our current processes has been really easy. The technicians find it easy to use, and the self-service portal has been easily adopted by the end user. We deployed it over 2 weeks, and are happy with its evolution since then.

Cons:

It is not always easy to have appropriate support. We need to provide a lot of information for some bugs to be resolved, specifically when it is related to login issues.

The Best IT Helpdesk Software

Comments: It has been an overall great experience and I highly recommend it.

Pros:

I love how easy it makes it to manage support tickets and requests; while also being able to handle bug, change and release management for the IT Team.

Cons:

Despite having quite robust automations, some of the automations have limitations that require code or change requests to the FreshService team to be made.

Good solution, quirky business.

Comments: We have been able to make great progress with this platform. It is a powerful ticketing system and the workflow works pretty well. API interaction is available too, and this is more complex and not always documented.

Pros:

Freshservice is a powerful platform and it has LOADS of features and strong no-code workflow management. We've been able to accomplish nearly all of our need functionality with this platform and have a large number of workflows to manage ticket flow.

Cons:

Quirky and many undocumented things going on, tickets and service requests are not the same, analytics are quirky and painfully slow for large data sets. Support is great for simple things, but really disappointing when you have specific issues to your configuration, each time you are educating their team on your problem and they always require you to do the legwork to provide them information.

An ITIL web-based help desk with effective ticketing and financial services

Comments: FreshService is a delightfully easy-to-use, easy-to-configure ITIL powered cloud-based IT desk management platform. FreshService suits brilliantly in companies whose employees require help from a broad spectrum of divisions. This offers customers the freedom to search for the choices that your business makes.

Pros:

FreshService serves our association as like a helpdesk, allowing us to accommodate a range of requests across the group, handled by few departments. Thanks to the ability to develop a catalog of items for customer support, they will perform operations related to knowledge processing, facilities and many others. Through making various choices within admin row, you can customize the support desk to the desires of each team.

Cons:

Workflow devices are awesome, but we also have issues with purchasing and business procedures are improperly applied because a variety of problems are reported in a one ticket. We can't discover the reports intended to be helpful and we like to be competent of building reports based on various areas or perhaps even keywords.

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.