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reviewer1949496 - PeerSpot reviewer
IT Project Manager at a computer software company with 10,001+ employees
Real User
Reliable with good ticketing but could use better analytics
Pros and Cons
  • "The solution has been stable."
  • "The analytics could be better."

What is our primary use case?

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

What is most valuable?

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. 

What needs improvement?

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

The licensing could be better.

For how long have I used the solution?

We've been using the company for two years. 

Buyer's Guide
Freshservice
February 2025
Learn what your peers think about Freshservice. Get advice and tips from experienced pros sharing their opinions. Updated: February 2025.
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What do I think about the stability of the solution?

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

What do I think about the scalability of the solution?

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.

How are customer service and support?

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. 

Which solution did I use previously and why did I switch?

I do not have experience with other platforms. 

How was the initial setup?

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. 

What about the implementation team?

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.

What was our ROI?

We've never calculated the ROI.

What's my experience with pricing, setup cost, and licensing?

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.

What other advice do I have?

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.

Which deployment model are you using for this solution?

On-premises
Disclosure: I am a real user, and this review is based on my own experience and opinions.
PeerSpot user
Trilochana Gouda - PeerSpot reviewer
IT manager at a comms service provider with 1,001-5,000 employees
Real User
Top 20
Simple to expand, useful reports, and easy implementation process
Pros and Cons
  • "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."

What is our primary use case?

We are using Freshservice as a ticketing system.

What is most valuable?

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

What needs improvement?

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

For how long have I used the solution?

I have been using Freshservice for approximately four years.

What do I think about the stability of the solution?

Freshservice is stable.

What do I think about the scalability of the solution?

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

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

Which solution did I use previously and why did I switch?

We did not use another solution prior to Freshservice.

How was the initial setup?

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

What about the implementation team?

Freshservice requires little maintenance. 

What's my experience with pricing, setup cost, and licensing?

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

What other advice do I have?

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

I rate Freshservice a nine out of ten.

Disclosure: I am a real user, and this review is based on my own experience and opinions.
PeerSpot user
Buyer's Guide
Freshservice
February 2025
Learn what your peers think about Freshservice. Get advice and tips from experienced pros sharing their opinions. Updated: February 2025.
832,138 professionals have used our research since 2012.
reviewer848847 - PeerSpot reviewer
Network Analyst at a real estate/law firm with 1-10 employees
Real User
Useful for tracking, merging, and assigning tickets
Pros and Cons
  • "We find its ability to track what's going on with each request very valuable. We are also able to merge ticket requests and assign them to different groups in the company. We have another department that uses the same system."
  • "They can improve the search. While searching the inventory, when I cancel a selected category, the search box disappears, and I have to reload the page. It is a small glitch. Currently, we can have only one plan per subscription. All users have to be on the same plan. We can't have two users for plan A and five users for plan B. It might be good if there was an option to have different plans within one subscription so that you can assign each agent to the corresponding plan."

What is our primary use case?

We use it for IT help desk purposes and tracking the inventory. Specifically, we use it to do ticketing for the end users to handle IT requests.

How has it helped my organization?

We are able to track what's going on and export the information. We then do some data visualization in Excel to get the statistics and see the number of tickets and their categories, which provides us more visibility about the things related to the IT help desk and user requests. It also helps us in keeping a track of the assets. For example, a Windows agent can be installed on client workstations to track the assets and check if there is anything strange.

What is most valuable?

We find its ability to track what's going on with each request very valuable. We are also able to merge ticket requests and assign them to different groups in the company. We have another department that uses the same system.

What needs improvement?

They can improve the search. While searching the inventory, when I cancel a selected category, the search box disappears, and I have to reload the page. It is a small glitch.

Currently, we can have only one plan per subscription. All users have to be on the same plan. We can't have two users for plan A and five users for plan B. It might be good if there was an option to have different plans within one subscription so that you can assign each agent to the corresponding plan. 

For how long have I used the solution?

I have been using this solution for about a year.

What do I think about the stability of the solution?

It is stable. It doesn't have any outage or governance issues.

What do I think about the scalability of the solution?

It can scale well. To scale, you just get more licenses. It doesn't have any limitation on how many requests you can have because the license is based on the technician or the agent. You can expand it if you have expanded your team of agents. It is flexible.

We have around seven people right now. About half of them are for the IT support and half of them are for the operations support.

How are customer service and technical support?

Their technical support is good. Usually, their response time is pretty fast, and they do follow up to make sure that the case is closed. We always get the answers to all of my questions except one time when there was confusion in communication. I asked some questions, but they didn't exactly answer them. I again had to explain the questions. 

Which solution did I use previously and why did I switch?

We have earlier used SpiceWorks for the ticketing system. We switched because we didn't want to maintain the system and do things like hardware and software upgrades. We just wanted to install a system and focus on the usage of the system.

How was the initial setup?

The initial setup was pretty straightforward.

What's my experience with pricing, setup cost, and licensing?

It is good for the price you pay. It has different plans. If you need all features, you need to go for a higher plan. Currently, with the second tier plan, you cannot completely separate the group of agents. So, the agent in each group can see another person's ticket. You also cannot modify the rules based on the viewable, readable stuff and cannot have a custom role in this plan. If you want to do that, you have to go for a higher plan. It works in our case because it doesn't matter if the other group can see our ticket because it doesn't contain anything sensitive. We also didn't need the project or change management features. That's why we didn't go with a higher plan. 

What other advice do I have?

Create a plan and know in advance the ticket types and the categories that you want. Plan the subitems and the hierarchy structures for these identified categories. After you've set it up, if you want to make changes, you would require some kind of workaround to translate one category to another. That's why it is important to make sure that everything is set correctly in the beginning. Apart from that, it's fine. 

They also keep on improving the product. I had provided them some feedback in the past, which they have already implemented. 

I would rate Freshservice a nine out of ten.

Which deployment model are you using for this solution?

Public Cloud
Disclosure: I am a real user, and this review is based on my own experience and opinions.
PeerSpot user
reviewer1967091 - PeerSpot reviewer
Information manager
Real User
Stable and user-friendly solution
Pros and Cons
  • "Freshservice's best feature is its user-friendliness."
  • "Freshservice's technical support has issues with delays and translations."

What is our primary use case?

I use Freshservice as an attendant for the internet in the legal department of a real estate company.

What is most valuable?

Freshservice's best feature is its user-friendliness.

What needs improvement?

In the next release, I'd like to see more integration with Microsoft to get more data.

For how long have I used the solution?

I've been using Freshservice for almost two years.

What do I think about the stability of the solution?

Freshservice's stability is good.

What do I think about the scalability of the solution?

Freshservice's scalability is fine.

How are customer service and support?

Freshservice's technical support has issues with delays and translations.

How would you rate customer service and support?

Neutral

What about the implementation team?

We used a reseller team. 

What's my experience with pricing, setup cost, and licensing?

Our licensing fee for Freshservice is $2,500 a year.

What other advice do I have?

I would give Freshservice a rating of eight out of ten.

Which deployment model are you using for this solution?

Public Cloud
Disclosure: I am a real user, and this review is based on my own experience and opinions.
PeerSpot user
reviewer1086876 - PeerSpot reviewer
Director de Servicios Profesionales at a tech services company with 11-50 employees
Real User
Priced well, many features, and stable
Pros and Cons
  • "What I have seen in Freshservice is there's no room for customization. Which works as an advantage in some cases and it works as a disadvantage in others. If you are someone that starts managing your IT services, it is a great solution, because there's no way to go out away from the direction of the system. You have to follow the process as it was intended for the designers of a solution because there's no room for customization or configuration."
  • "We haven't had any issues with the stability of Freshservice. However, we have had some issues with data imports, we have noticed that large amounts of data can get stuck. This is something that we haven't seen in other solutions."

What is our primary use case?

We have only started the process of certification with Freshservice. We are in a training phase right now.

How has it helped my organization?

We use Freshservice mainly for incident, problem, and change management. We are invested in organizations that have a middle level of maturity in terms of technical information or technology services. It's our primary commercial focus.

What needs improvement?

What I have seen in Freshservice is there's no room for customization. Which works as an advantage in some cases and it works as a disadvantage in others. If you are someone that starts managing your IT services, it is a great solution, because there's no way to go out away from the direction of the system. You have to follow the process as it was intended for the designers of a solution because there's no room for customization or configuration.

They should add some versions of the solution that has a wider possibility of customization, that would be great. Freshservice as it is right now is great for specific segments of the market, but if we think of bigger segments, it's complicated, because usually they have a lot of things that have to be customized and with Freshservice it's not that simple.

Freshservice has limitations in the discovery part of the solution. In order to automate the process of bringing information from your infrastructure to the database of the solution. It has a lot of limitations. For example, it is not as easy to work with Linux servers or Linux computers, as it is to work with a Windows computer. We'd like to see more compatibility with Linux infrastructure in future versions. 

For how long have I used the solution?

I have been using Freshservice for a short time.

What do I think about the stability of the solution?

We haven't had any issues with the stability of Freshservice. However, we have had some issues with data imports, we have noticed that large amounts of data can get stuck. This is something that we haven't seen in other solutions. 

I understand since this is a solution for a different segment in the market, it should work well because you don't have to import a huge amount of data. You usually have to work with small to medium-sized chunks of data and there should be no problem. However, if you're trying to import a huge amount of data, it's is going to get stuck.

What do I think about the scalability of the solution?

On the subscription, we have the possibility of scaling Freshservice to other business processes. If you are working with ITSM and suddenly you have the need to go further with your project managing processes, you can use what the solution already has included, which is project management. However, what I see is, that it is complicated to scale what you already have. For example, if you're working with incident management and you have, a baseline for incident management, and you use most of the features in that baseline. If you try to step up and start including some additional functionality, it's just not going to be possible because of the lack of customization. 

Since you cannot do customizations often in the solution, you are going to have to be able to manage what you have. You're not going to be able to customize or modify things, that might add a little optimization or automation to your incident process management.

We are in the training phase with Freshservice. We have five people who are working as administrators and we are implementing use cases. We're not working directly with the customer, we've been working only in a training space trying to import data. One thing that we are doing is comparing Freshservice a lot with ServiceNow because since we are implementers of ServiceNow, we are comparing Freshservice to ServiceNow in every training exercise that we get. We haven't had any experience with real customers, we are only in the training phase.

Which solution did I use previously and why did I switch?

I have previously used ServiceNow.

What's my experience with pricing, setup cost, and licensing?

One of the key benefits of Freshservice is license management. Asset management has the possibility to keep track of licenses and that's very useful. The price of the solution is very good.

We pay for a license annually.

There are no additional costs to the license. That's one of the advantages that we've observed. There are different versions of the solution, but it's clear what you receive in those versions. You don't have to ask anything else. 

You may have to add integration with other solutions or tools. However, the functionality of the solution is very complete, there is nothing to add. Freshservice is for ITSM, HR, and project management. The other one, which is Freshdesk is for customer service management. That is very clear.

What other advice do I have?

Rating this Freshservice out of ten is complicated because the benefits of the solution depend on the segment of the market you're working on. For the enterprise segment, I would rate Freshservice a seven out of ten but for a smaller segment, I would rate Freshservice a nine out of ten. It depends on the segment that you're working on. 

On an overall general rating, I rate Freshservice an eight out of ten.

Disclosure: I am a real user, and this review is based on my own experience and opinions.
PeerSpot user
it_user364146 - PeerSpot reviewer
Head of IT Services at a financial services firm with 501-1,000 employees
Vendor
We like the Active Directory authentication and that the portals/screens can be fully re-branded with images and custom colors.

What is most valuable?

It has several valuable features, including:

  • Incident management
  • Web interface for staff with Active Directory authentication/pass-through
  • Portals/screens can be fully re-branded with images and custom colors

How has it helped my organization?

It's allowed us to gain feedback through the system from our staff and has given much better visibility and reporting on incidents and requests throughout our IT team.

What needs improvement?

I'd like to see better reporting on changes and as well as enhancements to the task/time function. It also needs more customizable workflows for user forms.

For how long have I used the solution?

I've used it since February 2015.

What was my experience with deployment of the solution?

We've had no issues with deployment.

What do I think about the stability of the solution?

It's been stable and we've had no issues with instability.

What do I think about the scalability of the solution?

It's scaled sufficiently for us.

How are customer service and technical support?

Technical support is good. I give them 7/10.

Which solution did I use previously and why did I switch?

Hornbill Supportworks was the previous tool. Freshservice was chosen as it is intuitive and easy to use for support staff and customers, allowing for quick adoption.

How was the initial setup?

It was extremely easy to set up. We had it up and running in less than an hour.

What about the implementation team?

We implemented it in-house. Implementation was very straightforward and intuitive.

What was our ROI?

Due to our previous system being so poor, our ROI was effectively immediate as staff could easily log tickets via email, web, or over phone. We've gotten much better feedback from staff on the system, and support staff has been able to easily keep track of tickets.

What's my experience with pricing, setup cost, and licensing?

There are different licensing models, so I'd suggest evaluating first to understand exactly what functionality is required, and then expanding when required. Switching models is simple and immediate.

What other advice do I have?

If you're looking for web-based ticket-management systems, it should be on the evaluation list. Given the setup is so simple, it could be evaluated very quickly from a functionality point-of-view.

Disclosure: I am a real user, and this review is based on my own experience and opinions.
PeerSpot user
PeerSpot user
Sr. IT Business Analyst at a healthcare company with 51-200 employees
Vendor
The end user-facing portal with the Solutions Library immediately improved our users' abilities to find their own answers.

Valuable Features:

The absolute ease-of-use cannot be matched. 

This product got me an ITIL help desk with a polished and simple knowledge base for my users in less than a day of configuration. Most help desk solutions are really outdated and clunky, or so complex they take a tremendous effort to implement correctly. 

Freshservice was up and running without any expensive project planning, and all that without sacrificing features. It's a fully functional help desk, and then some.

Improvements to My Organization:

The end user-facing portal with the Solutions Library immediately improved our users' abilities to find their own answers. We were able to embed the widget in our SharePoint environment, allowing users to interact with the help desk from a familiar interface without having to open anything new.

Room for Improvement:

It's still a new product, so there are some areas that are a little frustrating. For example, the titles on catalog requests are so generic that they are completely unhelpful. 

There is also not yet a way to set the due date based in a calculated value from a ticket field. For example, to set a New Employee task as due a day before the Expected Start Date on the request.

Deployment Issues:

We've had no issues with deployment.

Stability Issues:

We've had no issues with stability.

Scalability Issues:

We've had no issues with scalability.

Disclosure: I am a real user, and this review is based on my own experience and opinions.
PeerSpot user
reviewer1587621 - PeerSpot reviewer
Infrastructure Management at a financial services firm with 51-200 employees
Real User
Flexible, customizable, and highly stable
Pros and Cons
  • "The most valuable features of Freshservice are the notifications, customization, and flexibility."
  • "Freshservice could improve the integration with Microsoft Outlook."

What is our primary use case?

We are using Freshservice for customer service.

What is most valuable?

The most valuable features of Freshservice are the notifications, customization, and flexibility.

What needs improvement?

Freshservice could improve the integration with Microsoft Outlook.

In a future release, they can improve by integrating the asset management model directly with the Microsft Azure Active Directory of the organization.

For how long have I used the solution?

I have been using Freshservice for three years.

What do I think about the stability of the solution?

Freshservice has been highly stable.

What do I think about the scalability of the solution?

The scalability of Freshservice is good.

We have approximately 100 users using this solution in my organization.

How are customer service and support?

I have not used the support from Freshservice.

Which solution did I use previously and why did I switch?

I have not used another similar solution prior to Freshservice.

What about the implementation team?

We had help from Freshservice for the implementation.

What's my experience with pricing, setup cost, and licensing?

The price of Freshservice could improve, it is expensive.

I rate the price of Freshservice a four out of five.

What other advice do I have?

I rate Freshservice an eight out of ten.

Disclosure: I am a real user, and this review is based on my own experience and opinions.
PeerSpot user
Buyer's Guide
Download our free Freshservice Report and get advice and tips from experienced pros sharing their opinions.
Updated: February 2025
Buyer's Guide
Download our free Freshservice Report and get advice and tips from experienced pros sharing their opinions.