Freshservice Reviews

To provide incident management for external customers and change management services for SaaS implementation.

The tool is an easy, off-the-shelf product which allowed us to decommission our in-house system. It allowed the development team to concentrate on the client’s requirements instead. 

The key feature was the incident management. It recorded and supported most of the client's details.

The reporting and management information (MI) are very limited, and stopped realistic and timely reporting on outstanding incidents.

We are using Freshservice for customer service.

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

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.

I have been using Freshservice for three years.

Freshservice has been highly stable.

The scalability of Freshservice is good.

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

I have not used the support from Freshservice.

I have not used another similar solution prior to Freshservice.

We had help from Freshservice for the implementation.

The price of Freshservice could improve, it is expensive.

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

I rate Freshservice an eight out of ten.

It's allowed us to have a better management of our processes, including new-employee hires, device management, and equipment loan to customers and prospects.

The most valuable aspect of the solution is the user experience. Indeed, it's pretty simple to use, mobile-friendly, and nicer than many helpdesk solutions.

Moreover, agents and requesters can use the Freshservice iOS/Android app to interact with Freshservice and to follow their tickets and service requests.

We would like to have chat as a support channel in order to enjoy the same benefit of real-time support that Freshdesk has.

The stability is good and just as it should be. We haven't had any issues with instability.

There have been no issues scaling it for our needs.

Freshservice support is very reactive and helpful when we have a question or issue. Technical support is totally free as soon as you are a customer, even as a free one.

The deployment of the solution was very quick and easy. Once we set our ticket form and support channels, we were ready to start using Freshservice. So the initial setup was very straightforward and simple.

We deployed Freshservice ourselves. My advice is pretty simple: take a look at the documentation.

It's hard to calculate a ROI as we didn't have a solution before, but at least we don't host a server on our own, thus no maintenance is required.

We chose Freshservice for its nice interface and its ease of deployment.

Depending on the size of the project (number of licenses and countries), you should contact a local partner to help you deploy the solution.