Freshservice Reviews

Pros

Layout is clean and easy to understand. Has fun 'gamify' system which lets my techs compete with with other for prizes with the system keep score. This is available on our subscription level. Also has SLA monitoring for those pesky KPI requirements. Can setup a catalog of services and items for end users to 'order' with a workflow approval process. Can integrate with chat and phone. Great all around alternative to Zendesk. Doesn't nickel and dime you to have basic features.

Cons

List of Integration possibilities are pretty small in comparison and hasn't really grown in the several years we have been using it.

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.

Pros

Freshservice has been a valuable tool for our IT management, offering ease of use, customization options, and a helpful self-service portal. The detailed reporting and effective communication channels have made a big difference for our team.

Cons

At times, customer support can be ineffective and some fields may be confusing to fill out.

Pros

We have been using fresh service for more than a year, it is ok as a ticketing system & perform the daily task

Cons

It is a complicated system compared to the other one we have been using, we had a problem generating the Team's ticketing report to do the yearly appraisal, so it has failed us in one of the most important yearly assessments, so it is either the Admin knowledge or the system has issues, but in both cases it is a bad experience, unlike other systems we were using

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!

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.

Pros

Freshservice has most of the features you need. It's customisable and expensible to a point which allows for other features to be added.

Cons

Some of the UX can be frustrating. The search is very lacking and often doesn't find the results you need. The "Solutions" feature for knowledge management is quite basic and can be frustrating to use.

Pros

This software was launched not long ago with my company, and of course having been stuck in my old ways I was apprehensive about how this would work. To my delight, it was quite easy to use and the response from our IT team was easily able to be found. I really like having all the ticket information open and on one page, much like the chat platform for easy readability.

Cons

The only downfall to this software was the difficulty in navigating to where I need to be for what I need to do. Having used our old system for so long it was challenging for me to find where I needed to go. But once I got comfortable with the new design and platform, it was not as difficult.

Pros

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

Cons

None I have no complaints it is amazing

Pros

the capability to search and highlight the important details of the device found withing the local area network.Its even provide the status of the device.

Cons

Once we move on, was not an easy application to uninstall. Was stuck to many computer in our office like glue.

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

This software is easy to integrate with other 3rd party applications. It allows for ticket/service automations that can streamline workflows. Asset Management is extremely useful and easy to setup as well.

Cons

Wish you could get more granular with group/user permissions. In some cases, it's all or nothing.

Alternatives Considered

ServiceNow Customer Service Management

Reasons for Choosing Freshservice

Freshservice had many more features available. It was the right choice to fit our growing business.

Switched From

Spiceworks

Reasons for Switching to Freshservice

Functionality and Price

Pros

I love the automation and customization that is possible.

Cons

The only cons are that there is some minor missing functionality with automation (for instance, automatically creating a new ticket based on the properties of an existing ticket). I would still say it meets 99% of our needs though, so my only complaints are just nitpicks.

Alternatives Considered

Jira, Zoho Desk, ServiceNow and Zendesk Suite

Reasons for Choosing Freshservice

We needed more robust functionality and the on-prem version of Spiceworks was no longer being supported. With our desire for automation and approvals workflows, Freshservice was an obvious step up.

Switched From

Spiceworks

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.

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.

Alternatives Considered

Dynamics 365

Reasons for Switching to Freshservice

FreshService has a significant focus on IT management, where D365 doesn't, so we didn't have to build out custom functionality with FreshService.

Pros

Simple to use - one of the main reasons we went with FreshService was that during a trial of many other systems FreshService was by far the easiest to setup and configure. This means more time doing other projects rather than administering the helpdesk system.

Powerful Automations - my trial version had the new Smart Workflow addon which made creating complex workflows very easy and simple. There is still room for improvement and some fields cannot be used in automations e.g. Impact or Urgency.

Self service catlog - its a nice to have and allows easy segregation of Service Requests compared to Incidents, the custom forms are nice although would be better to dynamic i.e. drop down of all requesters for example.

Branding - nice branding options and easy to use giving full access to CSS / HTML although not as easy to manipulate as ZenDesk.

Self Service Portal - We haven't rolled this out to end users yet but the portal is easy to use and with the branding options can be customised. The embedded widget is also useful and can be embedded into SharePoint.

Cons

Reporting - very limited compared to some systems although improvements are on the road map.

Software Assets - confusing to use as you have to track each software item as an asset, cannot easily search on what is installed on computers across the database. Again improvements coming on the road map.

Dashboard is useless - current implementation of the system gives a very basic overview of the system and an activity log. We don't use it as it doesn't provide any useful information.

Certain Form Fields - you cannot change the default fields or even hide them without using JavaScript, this means I have had to create custom fields to tell my agents to ignore certain fields which isn't ideal. Also the categories list is shared among tickets, our change requests differ from our incidents.

SLA breaches - compared to ZenDesk it isn't as easy to see when a ticket is due to breach SLA. Currently the ticket interface only shows Resolve Due date and not response due date, the response due just appears in the main ticket view when its close to expiry. Not ideal but workable.

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

Pros

Incident and Service requests is the module I like the most, specially because IT support can

Cons

Inventory and Software management.

The agent installed in workstations sporadically stops working and IT support must install the manually for it to continue reporting on the asset. When deploying hundreds of assets, this becomes very tedious.

Also, the Probe used to scan network and synchronize AD with Fresh lack a lot of functionality and it doesn't provide enough information about a multitude of non-workstation assets after scanning.

Alternatives Considered

ServiceNow

Reasons for Switching to Freshservice

Price and ease of deployment.

Pros

Ease of use, customer support and nice layouts

Cons

Some things not configurable which makes us having to do workarounds

Alternatives Considered

ServiceNow Customer Service Management

Reasons for Choosing Freshservice

Cost

Switched From

Hornbill

Reasons for Switching to Freshservice

Cost

Pros

Freshservice follows the ITIL process which means it is easier to structure in a way which works for our business. Tickets can be raised by internal users or customers outside of the business allowing for greatly improved communication. Tickets are easy to manage in terms of responses and audit trails. The service catalogue is a great feature, this allows us to capture all the necessary information first time every time. Outside of tickets and communication there are a vast amount of admin features, one we commonly use is dispatcher. This allows our business to create rules for tickets/service requests that hit the helpdesk. This in turn saves time and further increases productivity. The ability to create reports is a great way to identify where we can improve and provide a much improved service to our users.

Cons

While the admin features are vast, on occasions it can be difficult to locate what you need unless you know your way around. However, it's not impossible and with time does become easier.

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.

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?

Pros

Follows ITIL practices, stable, UI, mobile app, lots of options from an administrator point of view. Service catalog works really well. Freshservice is constantly adding new functions and listening to user requests. The ability to link work items across entities such as incidents to problem, problem to change and feature requests to changes helps to tell a story of every work item and lets you get into the details when needed.

Cons

The user portal allows customization but it can be a challenge to work within the framework provided and has limits. License management is still a bit limited and challenging.

Pros

It's quite easy to set up and start using. We really like the asset management feature - it's helpful to be able to assign tickets to devices so that later we can spot trends. Freshservice didn't have on time tracking feature that we wanted and their support team was very helpful in implementing a custom solution for us. The ability to have 3 agents for free is incredible for small shops that are just starting.

Cons

It currently lacks integration with one of our monitoring tools so we spend quite some time closing tickets that are no longer valid but that will be solved in the future. It's great they support multiple languages but would appreciate if they provided email notification templates in each of the languages they support.

Pros

I think the incident management part is the most easy to use that I've come across. Of course it has room for improvements (e.g., some tickets get duplicated when replied by email) but it was all set-up in our organization in two days.

Cons

The user provisioning. We had to invest on coding time to synchronize users just because the sync agent doesn't let you filter by Active Directory OUs.