Freshservice Reviews

I was mainly using it for the functionality related to changes, such as tracking and reporting production changes going into our live systems. I also used it for APIs for the automatic generation of changes based on triggers from Jira.

In terms of deployment, I'm pretty sure it was SaaS, and in terms of version, it would've been a fairly recent version because they'd only been using it for about a year or so.

It has a very easy, flexible model. You can open up a particular module and work on the next. That's what we did. Overall, it provides a simple way of getting your support teams up and running. That was one thing that I thought was quite easy to do.

We were able to automate a lot of internal processes, such as onboarding of new users via forms, which had integrated notifications. It was really easy to do. Form management was very good. That was probably the main benefit. The automation of the support calls was the other part from which we got a lot of benefit.

On the changes side, I found the workflow network quite easy to set up. I didn't need a lot of hand-holding in that. I didn't have to go through training as such. The flows were pretty basic to set up, which made it fairly simple.

The additional fields that were required for our change process were easy to set up. I was able to get it up and running pretty quickly. I was working as the head of the project management team. I got a few of the guys onto that, and then we rolled it out.

We did an evaluation of the project functionality. That was a fairly new area they were launching. It was fairly underwhelming, but they were gradually building out this area. That was one area where I felt they still have a long way to go. We did a review of our project management tool internally within the company, and it was one of the choices, but it didn't match up anywhere close to any of the other tools we were considering. It wasn't a good match.

On the reporting side, when we were doing reporting, one thing that was a bit of a limitation was when you had a data list containing a list of changes that have occurred for the whole time and you had to fit the list onto a page. If the list went over the page, it would just truncate it at the page. You wouldn't get all your data. So, it didn't work. That was one big stand-out for me. What we tended to do was convert things into a more readable format, and then we had more targeted exception reporting, but it would be nice to have a full list of things that could be automatically generated and that can flow over pages.

In terms of additional features, their strategy is quite good in that they incrementally change things. They must be using some sort of agile methodology. They tend to be doing these little releases along the way, and then they say, "Oh, we've got this new feature." I would definitely encourage them in that area. It is working for them. So, on the project side, being able to easily add risks and issues and more complex dependencies were probably the key areas in the project space where I saw that they let themselves down, but it was just a burgeoning area that they were launching into. It was just part of their initial offering. The plans for the future were still fine.

I used it in my previous role at another organization. I was there working on Freshservice for about seven months, and I was working with it a few times a week in various capacities. The last I worked with it would be in February.

I didn't see any real issues with it. I was there for about nine months, and I might have seen two outages in that time. I also didn't see any performance issues coming through on that.

Scalability didn't seem to be an issue. It was probably about working out the best licensing model. We had some administrative people, and we had users as well. For Freshservice, we had about 150 users.

I didn't have a direct connection to Freshservice's support itself. I used to go to our local support. Our IT help desk was the first line of support, and then they would contact the Freshservice desk if needed.

I was involved in the changes area. The base of Freshservice was already in place, and that was being managed by our support manager. So, the initial setup for me was around the changes area. It came out of the box and then it involved deciding whether or not we add additional fields. We added the additional fields that we required, and then gradually, we would check out the workflow and then say, "Okay, we want to have an approval step here." We'd then add an approval step. So, we incrementally worked on it as we saw it and then tested it all the way through, and when we were ready, we made it available for a sample group. We could then test it out.

We didn't do it as a big bang approach. It tended to be segregated to a particular system area, and then we rolled it out to other areas after that. That seemed to be a good strategy for us.

In terms of duration, for the changes piece, we had a working prototype within about six weeks, and that included documenting how we wanted it to run. If I had to look at just the configuration time, it probably took about four weeks to work through configurations. That was pretty quick for the changes side. 

For the APIs, it was probably a similar duration. There was a bit of requirements gathering and working out. We had trigger conditions where we wanted to trigger a workflow so that it automatically creates a change based on a trigger condition within Jira. The longer part was just setting up the base integration. The actual configuration with the actual tool was probably of the order of two to four weeks.

In the initial base setup, there was just me and another person. When it came to the rollout, we were up to about six different project managers, and there were a couple of integration people. There were probably 10 people all up. 

We also had API integration. We worked with an integrating company to do that. 

In terms of maintenance, there are definitely patches that come through all the time, but that tended to be managed through the support area. I wouldn't have as much visibility on that side.

It was a middle tier. It wasn't an expensive one. 

It was a tier model usage. Licensing costs varied between admin users and regular users.

ServiceNow was one. It was a much more comprehensive solution as compared to Freshservice, but it was also more expensive. ServiceNow is definitely more robust in terms of features, but Freshservice has a much better ability to configure. It is very flexible that way, from my experience.

Being a smaller company, we tended to keep fairly tight on cost. We didn't really want to spend a lot of money. My understanding was that ServiceNow was much more expensive, but I wasn't close to the details. Freshservice was considered to be about right for what they wanted to pay. It was in the middle of the range in terms of the subscription cost.

I would recommend it if you're looking for a really quick way of getting your help desk up and running with a ticketing system and some pretty cool automation with emails, notifications, etc. It is easy to set up and maintain, and it is reasonably priced for what it is.

I would rate it a seven out of ten. It is a solid product. It doesn't do everything that ServiceNow does, which is my only comparison point, but it definitely has good features for the price.

Our use cases are dependent on our clients’ requirements. If our clients have to acknowledge and follow up on emails manually, we can create automated acknowledgments using the solution. We can have scripted answers if the customer asks a frequently asked question.

We can create responses on placeholders so that the agents can easily select them and send them to customers to ask for details. If the business has many channels to support, the tool helps connect all channels in one place. The agents don't have to move around in different tools. They can access all the tickets created from all the channels.

The solution’s timely automated triggers increase our IT team’s productivity. We can add all social media channels to the tool so that all tickets come to one place. The self-service portal impacts the user's satisfaction within the organization. Businesses must be ITIL compliant. Freshservice is the best tool for it.

I have been using the solution for three years.

The tool is stable.

If we have any doubts, we have many articles available online. We contact the support team only in a worst-case scenario. The support team provides timely support.

Generally, before setting up the tool, we discuss it with the client to understand their present state. Setting up is not a big deal, but understanding the customers and their pain points and providing the best solution to improve their business takes time. Once we gather the business requirements document, the implementation along with UAT takes two to three months. We must configure the solution so the business can scale up anytime.

Compared to other tools, Freshservice is affordable. It is suitable for companies with a small budget.

I have used Jira Service Management and Zendesk. Most features like incident management, problem management, and project management in Jira Service Management are available in Freshservice. Enhancing the customer's experience is our main objective. We use whichever tool our clients require. We can also use Salesforce, which is a highly scalable platform. We can also develop things on Salesforce.

We have to utilize more features available in the solution. Overall, I rate the solution a ten 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.

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 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.

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.

We use the solution primarily as a ticketing system and help desk.

We like the mail tickets on offer. It is something we love. There are workflows that are working quite well. You can have multiple queues and resolution groups.

The solution has been stable. 

The analytics could be better. We would like better visualization of items and KPIs, et cetera. 

The licensing could be better.

We've been using the company for two years. 

I haven't heard of issues with bugs or glitches. It's my understanding that it is stable and reliable.

We do not have that many accounts or customers. I can't speak to how well it can scale. 

We have less than 50 users at this point. 

We might expand it 10% or 20%. Not more than that.

I've never been in touch with support. I' not sure if anyone has. I can't speak to how helpful or responsive they would be. 

I do not have experience with other platforms. 

I wasn't part of the initial setup. It was set up before my arrival at the company. I'm not sure how long it takes to deploy in a typical setup.

We might have one person, and maybe one extra that can handle the maintenance necessary on the solution. 

As I wasn't at the company for the initial setup, I'm not sure if a third-party was used during deployment. My understanding is we don't have an intermediary.

We've never calculated the ROI.

We would prefer if the pricing was a bit lower.

The solution may be around 20,000 euros a year. I'm not sure if there are any extra fees or items that need to be purchased on top of the standard costs.

We are a customer and end-user.

I'm not sure which exact version umber of the solution we're on. 

I would rate the solution seven out of ten.

We are using Freshservice as a ticketing system.

The most valuable feature of Freshservice is you can assign downloaded tickets and the reports are useful.

Freshservice could improve the delegation and workflow management features.

In a feature release, it would be a benefit to have a feature to automatically send a ticket

I have been using Freshservice for approximately four years.

Freshservice is stable.

The scalability of Freshservice is good. It is easy to expend.

We have seven agents and approximately 700 white-collar employees using it.

We did not use another solution prior to Freshservice.

The initial setup of Freshservice is a very easy process. It can be done in minimal time.

Freshservice requires little maintenance. 

Freshservice price is competitive, it is not more than other solutions on the market.

I would recommend this solution to others because it is good and the price is reasonable.

I rate Freshservice a nine 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.

We're primarily using the solution for incident management. We use it for ticketing for end-users. We are using also all the functionality around change management, release management, and this year we implement project management and software license management. We also make use of the analytics.

The analytics are very good.

The solution offers very nice incident management.

The overall functionality of the product is excellent.

The change management is helpful. They have an agent that we installed in every single asset. We have the inventory for all assets automatically.

Contract management is very valuable for us as an IT department, as we have the information for every single computer across the company.  

We are starting to use the project management aspects right now. We have different projects and we have all information in the same solution, in the same place. It makes everything more centralized and easier to access. 

The user interface is very nice and the solution is easy to use. You don't need to be an expert in order to navigate around and use the product. You don't need to read a lot of manuals in order to figure everything out. It's pretty intuitive.

While we're just starting with project management, I foresee some limitations with it two or three years down the line. The functionality we will likely need just isn't there right now. It's still very, very basic in terms of the offering.

For example, measuring progress can be tricky. If you finish the sub-tasks and not the main task, it doesn't calculate the project's progress correctly.

It would be nice if there were some standard KPIs around, for example, performance or support. It would help with budgeting.

The product should look at BCM or ServiceNow and see if there are features that would make nice additions. It would help them stay competitive.

We started using the solution 36 months ago. It's probably been close to three years.

The stability of the solution is quite good. We don't have crashes. It doesn't freeze. there aren't bugs or glitches. It's reliable.

The scalability is okay. However, if you have more than 100 or 200 agents how the performance will be.

We had started with five, then with 10, then with 15 and now we have 20 or more. We don't need to report or to ask that they increase the capacity planning or anything of that nature. It was very transparent and so far very easy for us to scale up.

We may increase usage in the future.

Technical support has been very good. Their response times are very fast - faster than other competitors. We haven't really had any big problems with the product at this point. Therefore, we haven't really used them that much. However, we are quite satisfied with the level of service they provide.

While I haven't used a different solution at this particular company, I have used other solutions in the past, such as BMC and ServiceNow.

Freshservice is more stable and easier to use. It's also less expensive. It may not e as big as other offerings, however, for small and medium-sized organizations, it's quite good.

The initial setup is pretty straightforward. It was not overly complex. We didn't run into too many issues.

We constructed everything and handled the setup was in one day. Three days later we had to start with all the functionality and the implementation for the entire company including the change management process, the training, etc. Everything was done in less than one month.

We didn't need a consultant or any type of expert in order to handle the implementation. We handled everything ourselves.

The pricing information is on their website. It's my understanding that their Pro Plan, for example, is around $89/month.

There aren't additional costs on top of this. The price you see on the website is the price they charge and the price you pay.

We're just customers and end-users.

I'm not sure of which version of the solution we are using. They recently changed the names of their services. While we were previously using what I believe was called Enterprise, which is now called Pro.

We may continue to use, not just this solution, but other Freshworks options in the future. We've recently asked the company to put together webinars for our company to learn more about their offerings.

I'd recommend this solution. In fact, I already have - to other CIOs. The pricing is very straightforward, and the solution is easy to use. It's not overly technical.

Overall, I would rate the solution at an eight out of ten.