Freshservice

Pros

Cost effective service desk tool loaded with great tools and features.

Cons

Some smaller interface issues. Also, could provide more granular control of custom graphs and data points for dashboards.

Alternatives Considered

Reasons for Choosing Freshservice

Switched From

Reasons for Switching to Freshservice

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

Reasons for Choosing Freshservice

Switched From

Reasons for Switching to Freshservice

Pros

Our business enjoyed the organization of the setup and how easy it was to find everything we needed. We used the Purchase Order system the most.

Cons

The one thing that turned us away was its priceThe main reason we decided not to continue using their service was the price. As a small business, the cost they were asking for was higher than we could fit into our budget, especially for purchase orders. Once the trial period ended, we stopped using their service.. As a small business, they were asking for a price higher than we could add to the budget to use it, mainly for purchase orders. As soon as the trial ended, we no longer used them.

Pros

Freshservice is innovative and new features and improvements roll out frequently.
Most of the ITSM features are flexible and can be modified to meet the end users' needs.

Cons

Inbuild Reporting and Analytics are complicated and do not always yield the desired results

Alternatives Considered

Reasons for Switching to Freshservice

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

Ticket tracking and management is very good; I like the ability to merge tickets.

Cons

The scheduled workflows have been completely non-operational since we have begun using Freshservice.

Alternatives Considered

Reasons for Switching to Freshservice

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

The ease of deployment for Freshservice was great. We were quickly up and running and the automation features are really good. They have recently also improved the AI capabilities which is good to see and constantly seem to improve the product.

Cons

Reporting can be complicated. We had issues with line managers trying to create their own reports and then questioning the results as the criteria can be complex to understand. They have inbuild basic reports and these are OK

Alternatives Considered

Reasons for Choosing Freshservice

Switched From

Reasons for Switching to Freshservice

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

It had an app which was used to support the main product.

Cons

It was not widely recognised by other staff as being our main use.

Pros

It is easy to use and i like the workflow automator

Cons

Only indian support not able to understand them good

Alternatives Considered

Reasons for Choosing Freshservice

Switched From

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

Reasons for Choosing Freshservice

Reasons for Switching to Freshservice

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

Reasons for Choosing Freshservice

Switched From

Reasons for Switching to Freshservice

Pros

The capabilities of this ticketing solution are incredible.
Freshservice is easy to use and flexible.

Cons

I do not have dislikes for Freshservice.
Freshservice works so well for us.

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

Freshservice is how we submit requests for assistance to our IT department. It is extremely user friendly, and the department was able to create solutions that employees could search (like FAQ's) to troubleshoot their own issues prior to submitting a ticket. Once a ticket has been submitted, the IT employee receives an email and is able to respond via that email, shortening response time. Tickets are also able to be sorted/filtered easily, making everything feel organized. Personally, I always dread having to bother IT as I'm sure they are kept busy, so I was grateful the process seemed streamlined for them (from a non-IT perspective.)

Cons

Luckily, I have not yet had many issues requiring me to submit IT tickets, so cannot say I have experienced a negative.

Pros

Really helpful for enabling incident requests and service requests

Cons

Sometime the merging of tickets can be a little confusing

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

Ticket System workflow is the best to use.

Cons

it is a learning curve to use the workflow

Alternatives Considered

Reasons for Switching to Freshservice

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

The features it offers are excellent. We can manage our Service Catalog, interface with Active Directory, manage Asset Inventory, and now we're utilizing a project management application. The ticketing procedure is very simple to use.

Cons

the limitations imposed on portal design in addition to the demand for HTML code expertise. I haven't been able to find out if it's feasible for us to have parent portal sites with kid pages, and creating these pages will require coding expertise.

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

Simple layout, easy setup, very functional for support ticketing and tracking.

Cons

While many integrations are available, many don't work as desired or lack key features for full integration / automation of processes.

Pros

It's relatively fresh in design, and the few things like automations (scripted actions, canned responses) are quite helpful. There is also a decent mobile app and integrations with Teams out of the box

Cons

The product overall lacks flexibility in creating workflows, mapping teams and processes; instead, it requires your processes and teams wrap around concepts in the product. It is very chatty, but usually not in relevant way - email notifications carry low signal to noise ratio, as well as Teams notifications.

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

Easy customizable ticket creation options with automated routing and responses. Good analytics for tracking ticket metrics.

Cons

Ticket routing automation requires a lot of setup but worth it once complete.

Pros

In Fresh, the company can achieve a comprehensive ticket management solution. It's enjoyable to work in Fresh. It's educational, visually appealing, and helps us in our operations to deliver to our customers.

Cons

Some of the requests we've made take time to be incorporated into the Fresh roadmap.

Alternatives Considered

Reasons for Switching to 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 performs basic tasks well

Cons

Not good for inventory management, missing some features

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 and our user seem to get along with it well.

Cons

Lack of integration with some of our other applications.

Pros

We use Freshservice in a small team and it works great for us. It is very easy to use. It provides all ITSM requirements. Overall it meets our requirement in IT, security and accounting team.

Cons

So far we are happy with the product and don't have anything to dislike about it.

Alternatives Considered

Reasons for Switching to Freshservice

Pros

Easy to use interface with great ticket management functionality.

Cons

Reporting and analytics features could be more robust and customizable.

Pros

API, access control, activity dashboard, activity tracking, speeding up resolution times, improving access to systems, escalation, notifications, streamline service management across all business lines in an enterprise, SLA are the most impactful features and it is very easy to use.

Cons

As an user nothing found bad about freshservice while services are very good and it help us to provide solution at once place for all users. No integration with other business process.

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

Easy-to-use interface, great for ticket tracking and efficient team collaboration.

Cons

Reporting features could be more robust, and it lacks some advanced customization options.

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

Reasons for Switching to Freshservice

Pros

focus on simplicity and ease of use
customization options

Cons

the discount policy which stipulates that one cannot get a discount if the user number is less than 20 user.

Pros

Ticket Management and Change Management are the two areas i appreciate the most. Over the years we have engaged with the Fresh Service support teams and community forums to provide feedback - which has been listened to and implemented in future updates.

Cons

The alert management profiles and rules could do with an overhaul - at the moment we are having to setup multiple alert rules against a single Alert profile based on the content of the alert.Would be great to generate alert rules based on If / Or / And Statements.

Pros

this toll is very easy to use and manage

Cons

in my 12 months of use, none so far that I don't like

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.

Pros

The user-friendly interface and automation features have saved me time and effort.

Cons

I wish the reporting and analytics capabilities were more robust. Some additional customization options would be helpful too.

Pros

I like that it houses best IT management features
It makes IT ticketing easy
It is very helpful as a help desk

Cons

So far no issues with Fresgservice. It has been really instrumental.

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

Pros

Great ticket-management tool for our Marketing function. 40+ users.

Cons

As an IT-ticketing-borne tool, it does not always cater to the needs of a Marketing team. For more sophisticated Marketing planning, collaboration and reporting, we have now started using Freshservice.

Pros

Collobration of tickets and task in incidents and tickets

Cons

Transferring of tickets from one instance to another instance

Alternatives Considered

Reasons for Choosing Freshservice

Reasons for Switching to Freshservice

Pros

Freshservice contained the features and ability to meet our help desk, ticketing, and purchasing needs.

Cons

Time Tracking and Interface to Billing System(s)

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

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.