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.

Freshservice Review

Comments: We've been using Freshservice since 2020. It is our primary IT helpdesk ticketing system. Setup was fairly painless, and their support team has been great. We have developed HR/IT onboarding requests, though we'd like to see some more customization there. Asset Management was originally purchased, but we have since dropped it completely. The knowledge base will only be as good as you make it through content updates and documentation efforts.

Pros:

Very easy to use and manage for IT admins, and very easy for staff to pick up and use. Lots of additional modules you can add into your console depending on the level of subscription. Highly customizable, though some frustrating restrictions show up from time to time. Support is pretty solid and quick to respond. Lots of free and paid add ons for quality of life improvements available. Active Directory integration works well, as does leveraging our SSO/MFA via Azure.

Cons:

Some of the modules are pretty half-baked. On paper they look awesome, but in real world use, they are frustrating or unusable (Asset Management was a module that we dropped after a year and moved to a different platform)

Great software, spotty support

Comments: I have had several tickets so far where the second level support team have sworn could not work or told me that the functionality is not possible, forcing me to push back on them. At this point they suddenly realise that the product can actually do what I have said all along it should, only a bug is in the way. On at least one occuration, they acknowledged a bug, spent weeks ignoring it, then when I asked for an update swore it wasn't a bug at all and I was just doing things wrong.... thus forcing me to escalate the case. In fact, on one occassion they submitted a set of incorrect repro steps, then blamed *me* for the mistake they made and told me there wasn't any problem!

Pros:

FreshService is one of those frustrating products where the potential is so high and overall execution is done very well, but is let down by ridiculous bugs and even worse support. If Fresh could get to grips with this then I'd score them *very* highly. Unfortunately, they have not proven to be able to achieve this.

Cons:

Reporting is dire. Bugs galore in modules you would not expect. Obvious features are missing, you try to work around them... and encounter a bug.

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.

An excellent customer service tool, Freshservice

Comments: We primarily use this system as our IT support ticketing system. The process of getting set up was manageable, and their customer service has been fantastic. Even though we'd like to see more individualization in the HR/IT onboarding requests we've developed, we've already done a lot of the groundwork. We had previously invested in Asset Management but have now abandoned it. You get out of the knowledge base what you put into it in terms of content updates and documentation.

Pros:

Super simple for both IT managers and regular employees to learn and utilize. According on your membership plan, you have access to a wide variety of optional add-ons for your control panel. Extremely flexible, albeit occasionally annoying limitations surface.

Cons:

In comparison to the things it provides, Freshservice's price tag is a touch steep, and the company's support team has occasionally experienced technical difficulties that have slowed its response times.

Excellent Freshservice Experience

Comments: Overall, I'm very pleased with Freshservice. It's made it easier to manage customer tickets, and the customer service has been fantastic.

Pros:

Freshservice is a great helpdesk solution that makes it easy to manage customer tickets. The interface is intuitive and straightforward, and the mobile app is a great option for on-the-go support. The customer service is also very helpful and has been able to answer any questions I have had.

Cons:

The pricing for Freshservice is a bit high for the features offered, and there have been some occasional glitches that caused some delays in customer response time.

Works wonderfully for automation and workflow

Comments: Everything related to work may be found in one convenient location. It's perfect for storing company guidelines, demands, and procedures. It also has pre-built connections to popular services like Gmail, Slack, and more.

Pros:

Automated processes and operational flow. Adding a new integration and automating task pushes is a breeze. To date, automation has allowed us to cut our work time by as much as 60 percent.

Cons:

While the sheer number of configuration options may seem daunting at first, you'll quickly gain the expertise to tailor freshservice to your exact needs as you gain experience with IT service management.

a powerful tool for efficient management of IT support

Comments: 1-Users like Freshservice's ability to automate many tasks, which saves time and improves IT team productivity. They also like the advanced reporting and analytics capabilities, which allow them to track their help desk performance and make informed decisions to improve efficiency.2-However, some users have reported issues with cost overhead and limited customization, although this depends on the specific needs of each company. Overall, Freshservice is a reliable and popular solution for IT help desk management and is appreciated by many users.

Pros:

1- Freshservice is highly regarded for its ease of use, user-friendly interface and ability to centrally manage support tickets, service requests and technical issues. It also offers features such as IT asset management, change management, issue management, and release management that help IT teams effectively manage their processes and workflows.2- Finally, Freshservice offers a full range of reporting and analytics capabilities, which allow IT teams to track their help desk performance and make informed decisions to improve efficiency.

Cons:

1- Some critics point to the relatively high cost of Freshservice compared to other similar solutions on the market. Although Freshservice offers superior functionality, some users may find the prices prohibitive for their budget.2- Other criticisms include Freshservice's limited customization features. While the interface is easy to use, some users would like more flexibility to customize their work experience.3- some users have mentioned stability issues and slow response times for certain features. While these problems are rare, their team can affect IT productivity when they occur.

Great ITSM tool

Pros:

It’s a great package to manage service desk tickets, problem management and change management. Easy to create and modify workflows.

Cons:

It’s a great tool but a little pricy. Administrators need a thorough training to leverage all its features.

Freshservice

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

Implementation and Management

Comments: I had used FreshService in the past at different places of employment and had enjoyed it. This was the first time I was tasked with picking a ticketing system for a company. The fact that you get a trial based on the level you want to pay for, can basically have it customized during the trial to see if it's the right fit, extremely helpful and responsive customer service, and its easy to use for all levels of tech comfortability were the big reasons we chose FreshService. Every time I check in with our team of Agents, everyone is extremely happy with the switch and, overall, I am looking forward to the positive changes this is bringing our teams.

Pros:

There are several reasons I pushed to choose FreshService over other products. The value of the features I was getting with the ease of set up. Within the trial period, I had most of the set up done before I presented to my department head. The ease of switching from the previous (and archaic) system to FS for our end users was, overall, seamless. The ability to customize the product with minimal knowledge makes it easy to manage and make changes. After reviewing a dozen other ticketing systems, FreshService provided the ease of implementation and change that we were looking for.

Cons:

I love Freddy and want to use it however it's limited features over the traditional portal are frustrating. I understand it's a new feature and it's in a state of constant improvement but I wanted to launch with it and was unable to because key features that we needed specifically for our company would not show up. The reports aren't quite what I thought they would be either and I will probably have to do some work with powershell to get the information I really need.

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

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.

Fresh service is a mature help desk tool

Comments: Good so far and overwhelming. It is not something you do in your part time to take full advantage of it. You need to dedicate someone to it's development in your organization to see it's full potential.

Pros:

Being able to customize automations is extremely helpful.

Cons:

There are a lot of features and it is overwhelming. If you get this product make sure to utilize their onboarding efficiently. Freshworks could do a better job of onboarding, even if it is just making the time longer for new users to become acclimated to the product.

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.

Feature-rich and intuitive

Comments: We are back "with the times" compared to our previous ticket system.

Pros:

The FreshService interface is pleasant and pretty intuitive to work with. We had been using a different ticket system for more than a decade. Nonetheless, the switch to FreshService was relatively smooth for the whole team. I think the major reason is that the interface feels rather natural or comfortable to work with. The same kind of intuitiveness is also seen under the hood (Admin panel), which is where a lot of other systems fall short. Even though Fresh Service packs a ton of features under the hood, you are not battling against a maze of intertwined difficult-to-manage configurations. I personally don't need to do a lot of changes in the configuration (I'm rather the "backup" for those kind of things), but when I do, it doesn't take me too long to find out where I need to adapt what setting. I had to contact Fresh Service support a few times and so far always got a satisfactory reply in a decent reply time.

Cons:

With all of the above said, it also lacks some features you could see as "basic" or "take for granted" here and there. Agents can't configure an "out-of-office" period themselves. There's no possibility to set up a custom dashboard per agent. My major pet peeve is the text editor, which options are very limited (can't send a reply with a paragraph in fixed with font, can't edit the source ...) and which sometimes behaves unexpectedly (some odd behaviour with linebreaks, weird cursor position when pasting text ...) And finally, while there is integration with Jira, I have the feeling it tends to break quite easily. We've probably had it more half- or not-working-at-all than working as it should. This makes it unreliable, requires manual effort and follow-up and really undoes the usefulness of having integration at all.

Good, but not quite great

Comments: FreshService is definitely an improvement over our previous system, and we like it, but it's not all it could be. That said, they make frequent updates and are noticeably trying hard. It's a good solution for the money, but if you have the budget and want robust project management, change management, knowledge base, asset tracking inventory features, there are likely better solutions

Pros:

The FreshService implementation team was very easy to work with and provided excellent customer support. They did a great job of keeping us on the timeline we had set. General tech support is very good as well. I always get a response within a day. I've also enjoyed working with their robust API so that I can make customizations. The ticketing system, which is by far the most commonly used feature, is excellent.

Cons:

The knowledge base feature leaves some things to be desired. There is no ability to create a template so that multiple people can write articles with a consistent look. The user side can be customized with Javascript and CSS, but the agent side can't be. The result is that knowledge base articles look different, depending on who is looking at them, and whether the article content is included in an e-mail or being accessed from a URL. The project management feature is confusing and not particularly intuitive. Especially when it comes to altering dates for tasks that must happen in a sequential order.

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

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.

Best support ticketing system

Comments: Love it what more can I say make my job much easier.

Pros:

Makes managing support very easy, love working with Fresh Service and the link to Jira works brilliantly

Cons:

The searches could be a bit better if additional filtering options were added to narrow down the search when looking for historical tickets

Ok for the price but better software exists in almost every area

Comments: Freshservice has been a really useful tool for us over the past seven years. We are actively looking for replacement software because of its limitations, especially around ticket management. It's a good basic platform for the cost but there is better software out there.

Pros:

The nuts and bolts of service catalog, tickets for agents, basic asset management and automation within the platform are all solid and entirely usable. We have been using it for a few years because it does the basics well, is robust, and is fairly priced for the quantity and quality of its features.

Cons:

Ticket management is cumbersome as soon as you want to manage or prioritise your workload. The kanban view is limited. Ticket management exists only in list form. There is no effective way to plan your working week. This might be ok if you're handling only issues but if you're producing anything, it's very limiting. Ticket management should be this platforms bread and butter but it is only basic.

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.

Feedback

Comments: Positive - The entire team enjoy using it

Pros:

I like the ease of use - It has been really easy to roll out to the userbase

Cons:

Lack of customisation on forms and categories - I cant change labels etc

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.

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