Freshservice Reviews

You can connect the system to an IDR when you receive a call. That was an easy use case to implement. Also, you can use a ticketing system for internal tech support issues within the company. It was oriented toward both the end customer and the internal customer.

It improved the organization's workflow by making managing all the information and tickets in a single system much easier.

One of the things I liked about Freshservice was how easy it was to implement. While it doesn't have extensive customization capabilities, the available options are sufficient for certain sizes of companies. You don't need to customize your ticketing system much. Freshservice is a great solution because you can implement it very quickly. You can upload your catalog, and you're done in maybe a week or two.

I think it would be great if the tool had another version that is more customizable. From what I remember, there were some limitations regarding the number of assets you could track. In a more robust version, the number of assets increases, but I think it would be better to have something more customizable for all versions, especially the most robust version. This would be great for larger customers.

I rate Freshservice's stability as ten out of ten. 

I rate the solution's scalability a seven out of ten. 

I have contacted technical support. It wasn't very easy. Even as a retailer partner, sometimes it was difficult to get someone from tech support to address an issue, especially if it involved changing labels or fields. Getting support for these kinds of issues was challenging.

Neutral

The tool's deployment is easy. I rate it a ten out of ten.

A customer can do it themselves. 

In the Latin American market, companies may not generate the same revenue as American companies of similar size. Therefore, while the return on investment could be good for an American company, it might not be as significant for a Latin American company.

I don't think it's expensive for the US or some European markets. Still, when I used Freshservice in Mexico, some customers found it a bit pricey, especially considering the platform's features. I think the pricing is fair for use in the European market, but it might be perceived differently in Latin America.

I rate the overall product an eight out of ten. 

We primarily use Freshservice for ticketing, contract management, and asset management.

The solution has been very helpful engineering insights into the client's environment. We have been able to manage calls and incidents very efficiently which provides us with a clear understanding of the system warranty and the actions that we might need to take in terms of insights. The system is very dynamic and prevents any kind of oversights which ensures that there is smooth contract management. 

We can also easily uphold SLAs and deliver enhanced services without breaching any agreements.

I would suggest that Freshservice enhance its technical capabilities, particularly when it comes to ICT network discovery. This will make a significant improvement in their software and these features match SolarWinds. It would include discovering infrastructure elements like switches and wireless devices. This would consolidate functionalities and eliminate the need for additional software and streamline the management process, making Freshservice an all-encompassing solution for both technical and contractual aspects.

I have been using Freshservice officially for almost 4 months due to a management contract. But my acquaintance with the software goes back over a year because my technical team has been using it on the recommendation of my technical manager.

The product is stable as it has not crashed.

The scalability is really appreciated as it has helped us to onboard all our clients in a single platform and manage their cause by streamlining the invoicing processes. It is serving as a valuable tool for generating revenue. The scalability can be rated as a 9 out of 10 because it is always room for improvement. 

The initial setup was a very easy task. You just need to click around a few times and everything will fall into place. The UI is very friendly and it is not at all complicated with the preconfigured settings, making the setup more forward and requiring minimal input. It is a very easy and smooth process. The exact time frame of the deployment is not very sure but according to my technical manager, it does not take very long to set it up. After discussion, he proceeded with the setup in a day which was further configured and customised.

The cost at the current timing is very reasonable but as the product gains popularity, I anticipate it might become expensive. Fortunately my customers have been offered a generous discount making it more affordable for me and satisfying both my needs and customers requirement. 

My advice is for users to clearly understand their requirements before making a purchase, as Freshservice has numerous features, and buying unnecessary ones can be akin to wanting a Ferrari when a regular car would suffice. It's essential to know what is truly needed, given the extensive offerings of Freshservice. As for my overall rating, I'd give it a nine out of ten.

We use it for IT service management. We use it for HR service management. We also use it in an operations capacity in combination with some other tools.

We use a combination of Freshdesk, Freshservice, and Freshchat. We use the whole suite. We're the third largest customer of theirs. 

We have the Enterprise plan, and we have its latest version. We are in beta testing for another upgrade that they're doing, but it is still in beta. So, it is not live yet. It is a cloud solution. Freshservice owns everything. We just use it as a cloud platform.

Our SLAs are being met way more consistently. We're seeing that customer issues are getting answered in a timelier manner. Our tech issues are resolved in a more timely manner. We have more access to information with the combination of knowledge, tickets, etc. We have integrated it with Jira. So, I can look and say that I have a ticket, and I need to send something to a developer in Jira. I can just do that with a click from Freshservice, which makes it easy. Configuring it is also super simple.

Its ease of use is fantastic. It is just above and beyond, especially when you compare it to something like Cherwell, Salesforce, or anything like that. It is on its own level. It is so easy to administer. The way everything is organized and the way it builds its own documentation is very good. 

It integrates with a lot of things. If they don't have an integration, once you bring it to them, a lot of times, they get that working in their pipeline. They get integration with different software going. They really are looking to do things a little bit better than others, and it shows how much work they put into the platform.

Sometimes, the billing process is an absolute nightmare. That's really frustrating. If you have a straightforward contract and don't need to make changes, it is fine, but if you need to make any changes, it'll take months.

The other piece is that sometimes, they will push out updates without telling you they're doing updates, or they'll just have it as a notification. If you don't go and actively check, you just won't even know it is pushed out. You have to stay on top of it. You can't pick the version you're on. Everybody is on the same version, which is great and makes being an admin and working on the platform a much more consistent experience. For the most part, it is all pretty much the same.

As compared to the Freshdesk knowledge base, it needs work. You can't save knowledge-based templates, which is a little bit ridiculous. For example, you can't have article templates in there. These are IT people. They're not thinking about formatting. We've got to do that for them.

Some of the ways that tasks are reported on and shown can be better. You can't see tasks in your regular ticket list view. You can't see a combo view of tasks and tickets. It is a little bit difficult to get a solid overview of your list of things to do. You can only see them in separate views, instead of one single view.

There should be the ability to add screenshots into a service request without having to download and attach them because that can be really frustrating for users. You can do that in the incident version, but you can't put a screenshot in a service request, which is frustrating. The users certainly don't want to take a screenshot, save it to their computer, and then attach it just to submit the ticket. They could just print the screen.

I would like to see further integrated analytics, which is something that's on their radar. I would also like them to bring back some of the different metrics that they got rid of. I know that's on their radar too, and they're working on it. The unified bot builder is also on their radar. There is so much stuff that I know is already getting ready for deployment in the next year.

The vendor-provided training material has some room for improvement. We disabled the incidents in our portals, and the customizability of all that has also been awesome, but beyond that, it would be good if I could see how a service request goes from end to end instead of being a whole lot of things.

Their support could also be better. We have had some long-drawn-out and unnecessary experiences because of their support.

I have been using it for about two years. 

The uptime is fantastic. We very rarely have any issues with anything going down. Sometimes, it randomly slips into Arabic, which is weird, but it only happens to one user. So, I don't know what the user is doing. After refresh, it goes away. It might be a user problem.

It is scalable. We're their third largest customer, or we used to be. I don't know if we still are. It works very well for us.

We use it very extensively, and we're looking at expanding to additional teams. We have about 300 users. In this instance, I have 200, and then in another instance, I have 30 right now. I'll have another hundred in the next couple of months. We're bringing all of our dispatch operations into it. It is going to be a big list.

From a scalability perspective, it is really good, but Freshcaller isn't. We can't use their full suite of solutions because even though Freshservice is extremely scalable on its own, when we're looking at upselling to Freshcaller, they just can't support the fact that we do a million minutes a month, which is a lot.

We literally have weekly meetings with them, and for the last two years, we've had some hit-and-miss experiences. The response time is great, but when they reply with a knowledge base article, the way we are into the system, we would've already read that before approaching them. That's why we're asking them. I sometimes get a little bit frustrated about that.

Sometimes, there are some communication issues with their support. I spent a year just being like, "No, we shouldn't be in Freshdesk for this." They were telling my bosses that we should be, and I was like, "I'm telling you that's incorrect. Why are you telling my boss that? You don't even work here?" You don't even go here. What are you doing? They don't even check your circumstances. I am a certified Six Sigma Black Belt. I gave them all of our process maps and everything, and they didn't even read over them. They just kept trying to put us into Freshdesk when Freshservice was a better fit because all we do is move around trucks, trailers, and drive. That's what we do all day long. I would like to know how we would do that without asset management or a portal with forums. They were just constantly trying to get us to implement break fix after break fix after break fix instead of putting us in the right product in the first place. It wasted a year's time and money.

I brought a guy onto the call. He said the same thing to them in a guy's voice, and then they were like, "Oh, we get it now." I sent them a PowerPoint, and I said the exact same thing in email all the time. The guy was like, "I literally just said exactly what you said in the exact same words and with the same cadence." They just wanted to hear the guy say it. I said, "Are you kidding me?" And then they asked if he was my boss. He was not. I was training him. That was my one really bad experience because it went on for a full year, but it has been resolved now. Everything is good now, but I was deeply frustrated at the time. I would rate them a three out of five. That was a really long drawn-out experience, and it was so unnecessary.

Neutral

For IT specifically, we used Cherwell. Operations were working out of email, and HR was also working out of email. Cherwell is just a nightmare to work with. It is a nightmare to administer. We were able to stand up and migrate away from them so quickly and easily. It might have cost a little bit more the way that we did it, but it was completely worth it. Our reporting looks better, and our analytics looks better. Everything is drastically improved.

I run two instances of it, and I deployed both. It just depends on the needs of the business. If you need a lot of custom development, then you do, but if you don't, then you don't. It depends on the level of complexity that you have for your buildout such as:

• How many workflows do you need?
• How many admins do you have?
• How many people do you have? 

Because of the size and scope of our group, it took longer. We spent six months on it. Migration from Cherwell for IT and then for operations is an ongoing thing.

It was implemented in-house. There are three of us who work on this and the intranet full-time. It is a combo role, and then I have two people on my team. They just added intranet to my role. So, it takes three of us just to make sure that we can support because we have so many different types of teams, but a smaller team wouldn't need as many. 

We deployed IT into Freshservice about eight months ago, and we reorged IT three times since then. It is a little bit difficult to quantify right now because the teams have been moving so much, but I do know that our teams are way happier with it.

We see that the metrics are getting better. Cherwell metrics were just so bad that even our baseline was so off. We had people who just wouldn't ever close tickets. I found tickets that were three years old in VIP status in Cherwell. It was just that they would just get lost in there. Now, we actually have visibility into that.

There are some additional costs but not that many. For example, we have unlimited assets, which is something for which we pay extra. We also paid for additional orchestration. I would rate it a three out of five in terms of pricing. They are right in the middle.

We went through ServiceNow. We went through Cherwell and then landed on Freshservice. They might have vetted other options, but that was before my time.

I would advise bringing somebody in who knows the product, at least as a part-time consultant. That's because a lot of times, they'll sell it as like, "Oh yeah, sure, just have your director of operations set it up." In some of the instances where I've done consulting work. it didn't work the way it should because one step was missed. It is very fixable, but that's also why it was not working. If you don't have someone who can dedicate time to learning how the workflows work and how to make things talk to each other within it, it can be frustrating.

I would rate it an eight out of ten. It is so much better by leaps and bounds than everything else that I've worked with.

We primarily use the solution for health tests and incident management. It's the help desk of SolarWinds. They both talk to each other. There's an integration between the two. 

There's a good integration between SolarWinds and Freshservice. 

This is a very intuitive, interactive product. It's quite extensive in terms of dealing with trouble tickets.

There is a nice user interface.

We'd like better integration with other products. It could be a bit more flexible. 

Technical support could be better.

The solution is expensive. 

It takes time to implement it and get it fully working. 

I've used the solution for about a year. 

We have five admin agents on the solution.

We did reach out to technical support in the past. Their response time and knowledgeability could be improved. 

Neutral

The initial setup starts off easy enough. It does get more difficult when you start dealing with complexities in your environment.

It took us about 30 to 60 days to get everything up and running. 

We started off handling the setup in-house and then brought in a third party to assist us. 

We started off assuming it would be cheaper. It is quite expensive. It is based on user admins, and that's at a higher price. Even if you purchase only one or two users, it is quite an expensive product.

I'm a customer and end-user. 

This is a SaaS product. We chose the solution as it was designed to be an all-in-one solution to deal with service management. 

I'd recommend the solution. It is a good tool, and it is growing fast. However, you need to be careful of your overall requirements. Those requirements need to be well thought-out and planned. Salespeople need to be in the mix as well. 

I'd rate the solution eight out of ten.

It is a solution for help desk ticketing, as well as for knowledge base and inventory. We also deploy a fresh service agent that actually goes and gets installed on all of our PCs and any of our computer clients within the organization. That provides Freshservice with inventory information so that we can go and track assets.

I am currently using the most recent version of it. It is cloud-based, so it automatically updates. It is a public cloud, though it is accessed through Okta SAML single sign-on. It is private in that aspect. I have a feeling that their services are on an Amazon Web Services server, but I could be wrong.

It has greatly improved the process of ticket triaging. In previous organizations I worked with, I know that most of the services that they implemented did have these capabilities, but no one was willing to take on the time and effort to go and implement some of these automations within the service. Because I went and took the time to go and do so, having the ability to just go and have a ticket get created, and then automatically based upon certain criteria in the ticket information, get it routed to the correct person on the staff and to the right department, works wonders. It helps improve the turnaround time. As opposed to what typically would happen in previous organizations where a ticket gets submitted, and it just kind of goes into a general IT unassigned bucket, and you're just kind of waiting upon an internal sort of honor system where technicians are supposed to be looking at the unassigned tickets. When they're free, they are just going ahead and taking it upon themselves to go ahead and work on an issue. They do it based upon the severity or the priority of the user involved, as well as the timeliness of the turnaround time that's being required. That's kind of a flawed system because if people just want to take a rest, they just don't really want to pay attention to the unassigned queue, and then oftentimes, tickets get neglected. You end up possibly missing SLA times, whereas now, because it automatically gets wired to the right people, SLA times are almost always met because there is not this whole game of employees kind of playing chicken as to I don't want to take it and someone else should take it. We are not leaving it to an honor system as to having people take tickets.

I do like the workflow automation capabilities, where based upon certain actions, it will automatically go and route tickets to a particular person. It is fairly user-friendly.

The ability to customize the user interface is a bit lacking, and the reporting is a bit lacking because they're very stringent upon what you can pull reporting-wise within Freshservice. They have a lot of built-in reports that are very nice, but when it comes to customizing these, they just provide you with certain data. When you try to build your own report wizard, you aren't able to go and select some of the data that is shown in some of the reports that come with Freshservice. This is something that we have brought up with our account representative, and we have suggested these as feature updates in the future. We're still waiting on them to go and implement something like that.

Their support could be improved. In the user interface of their website, it can be a little bit difficult to navigate to get support. 

I've been using it for the past almost four years.

The only hiccups I've seen are due to having integrated with Okta. We've run into some problems with the Okta integration, but that's because they're different systems, and whenever you're dealing with APIs trying to manage the connection between services, you do run into issues.

Its scalability seems good. We've more than doubled in size since we first implemented it. It has been able to handle that amount of growth. However, reporting and customization of the user interface for your different service catalog forms could be improved. Just the fact that they're not very customizable is a problem for further scalability, but for the price, it is pretty good. 

We have about 300 employees across all departments who use this solution. It is being extensively used at the moment in the organization. Its usage will increase even more with growth in the company. We're constantly adding new employees.

That would actually be another area they can improve because I feel like the ability to go in and contact support is a little bit hidden in the user interface of their website. It can be a little bit difficult to navigate to get support. Once you do get a hold of them, the support reaction time is adequate. It is not the best I've seen, but they do generally respond within a day and a half. I would rate them a six out of 10.

Neutral

It is fairly user-friendly. It is just when you're already kind of dealing with tickets coming in and you're the person in charge of dealing with the tickets and modifying the site and configuring it to where it becomes more useful for you, it gets difficult. That's because there are lots of ways to customize it. To make it as boisterous as what we've done is just time-consuming. You need to find the time to be able to go and utilize all their features. You just can't go and have it right off the bat configured because every organization is going to want to manage these things in a different manner. It's just time-consuming to go and configure all different features.

They kind of just go over different features, and they do offer professional services, which I believe are a bit pricey. I have pretty much been figuring it on my own and reading up on my own to figure out how to do it.

I also take care of its maintenance. Technically, the backend stuff is handled by Freshservice themselves because it is a SaaS-based service. I just kind of handle administration of user accounts as well as the administration of the user interface and some of the different features, but the actual server is somewhere on Amazon. I'm guessing it is an Amazon Web Services server somewhere, and Freshservice is managing it.

Its price is great. Its pricing is supposedly a lot less than ServiceNow and other alternatives.

It is a good solution for the price point. Just don't expect it to be the greatest IT ticketing service that you've ever utilized because customization is lacking and support could be improved, but for user-friendliness, it is pretty good. It has a user-friendly interface.

I would rate it an eight out of 10 because the price is great and user-friendliness is great. They could improve on how customizable it is, but I do understand that it comes with a lower price.

I use Freshservice in my company as an ITSM tool for incident management, service requests, and change requests.

The most valuable features of the solution are the ease of configuration and how easy it is to get things set up and working.

I am not too happy with the page layout or screen layout since it always looks messy. The aforementioned area can be considered for improvement in the solution.

I have been using Freshservice for about six months. My company is a customer of Freshservice.

It is a stable solution. My company hasn't faced any problems with the solution.

It is a scalable solution.

There are around 200 users of the tool in my company.

Before Freshservice, my company was using Hornbill IT Service Management. As I used to work for Hornbill in the past, I would say that it is a better product than Freshservice.

The initial setup of Freshservice is very easy.

The solution can be deployed in a couple of hours.

Three people in my company were involved with the deployment phase of Freshservice.

The solution is deployed on the cloud.

Freshservice is a fairly cheap solution. Though monthly payments can be made towards the licensing costs of the solution, my company prefers to make annual payments.

There are no additional costs apart from the licensing costs attached to the solution.

Apart from Freshservice, my company looked at another solution, HaloITSM, during an evaluation process.

The solution is very easy to maintain.

Freshservice is a tool you can choose if you want a product with an easy setup phase.

I rate the overall product an eight out of ten.

We manage all tickets and service requests needed for our company. We started to offer it for IT mainly to manage all requests and ticketing. There are some Oracle-added services like HR that is also integrated, for onboarding and offboarding.

The reporting is very good. 

We found the initial setup to be very simple. 

It is stable. 

The solution can scale.

Technical support is helpful. 

We are missing the endpoint. If a user asks for an install, we manage the ticket to assign it to someone to resolve it. However, it's hard to interact directly with the users themselves. We'd like something that, for example, could help us manage patches. 

We'd like the enhancement of some reports. That would be ideal. 

We had issues defining the difference between companies and departments. 

I've used the solution for about two years or so. 

The solution is stable and reliable. There are no bugs or glitches. We can look at the reports to see if there are any services that have been delayed and get to the reason why. Everything is very clear. 

The solution is very scalable.

We've used support in the past and have gotten good feedback and assistance. We are happy with the level of support. 

Neutral

The initial setup was simple. I had a good understanding of how it works and didn't have any issues with deploying it. It was easy to configure the workflows and so on. 

We started by adding the users and syncing their devices to it. We then added the workflows for each company or department. We added any extra services required to augment the full solution.  

The maintenance process is pretty simple. However, some people might have difficulty with the back end. 

I do not deal with the licensing process. I'm not sure of the exact cost of the solution. 

We did evaluate Managed Engine. However, we decided to move in a different direction. 

I'm managing the solution. We bought it, and I am with the team that has helped configure it and manage it as an admin. 

I'm working with the latest version of the solution. 

I'd advise potential new users to just learn the tool, and day by day, they will become more comfortable with it. 

I'd rate the solution nine out of ten.

I use Freshservice as an ISTM tool to implement the policies and procedures for ISM 20000.

Freshservice has automated a lot of our tasks, including ticket responses and call assignments, which has sped up our operations considerably. It's also allowed us to improve our change management and understand the impact of changes before they're implemented.

Freshservice's best features are that it's cloud-based, cost-effective, and has a flexible pricing scheme.

Freshservice has issues around how assets get picked up, requiring a lot of parameter changes within to network to ensure the system discovers everything (including PCs, printers, physical and virtual servers, and hypervisors). Another issue is the self-service portal, which doesn't always give full visibility of the stage a request is at or who has approved it. In addition, Freshservice doesn't support copy-pasting reports into the dashboard module.

I've been using Freshservice for just under a year.

Freshservice's stability is good - it'll take whatever you throw at it.

Freshservice is scalable, though it comes with additional costs.

I've had some problems with Freshservice's technical support. They often drag out cases by continually passing them on the other people, and they seem overeager to close tickets and sometimes mark them as resolved without checking first.

Neutral

We used an in-house team with the support of an implementation partner.

Freshservice's licensing costs are pretty good, and it has different categories of pricing based on what modules and features you choose, which gives a lot of flexibility.

We evaluated BMC Remedy and ManageEngine but chose Freshservice because it was cloud-based and more cost-effective.

Freshservice is a good solution for SMBs with straightforward networks and workflows. I'd advise anybody thinking of implementing it to document every requirement they have of an ITSM tool and discuss them with the Freshservice team to ensure each one is met. I'd give Freshservice a rating of seven out of ten.