Our users like Freshservice and our customers like it too because they know where they stand. We like that we can do some in-house, internal PR around our teams. We can provide metrics about answering tickets within a defined period, and how many tickets were processed in a month. It's very good PR for a support team that is otherwise only seen when there's a problem.

I would recommend testing this solution with your use case. There are a variety of different industries using it; car manufacturers, pharmaceutical companies, and banks. I think we were probably one of the first in the broadcast industry to take it on. If it doesn't immediately stand out as a good fit, the company is very open to developing the solution to fit your business. 

This is a great product and I rate it 10 out of 10. 

You have to check all documentation and change logs because this is the core of the upgrade and enhancement in your service desk. That helped to improve my help desk and my services desk teams.

I would rate it a nine out of ten.

I recommend the solution. I rate the overall solution an eight out of ten. 

It's a good solution. The reason why we're moving out of it is due to the fact that it can't give us what we need anymore in terms of being granular enough to use multiple services.

At least as far as the workflow automation is concerned, I'd advise new users to try and compartmentalize the workflows as much as they can and not try to add too much into one particular workflow as it just ends up being just a long list of different workflows that are hard to maintain down the line. This is what we realized in the beginning. Then, we started compartmentalizing a little bit more by department, basically.

The asset management needs to be kept up to date fairly frequently, depending on how much equipment you're using and how you're tying it into your users. If it's Macs or Windows, if you have an alternate MDM solution in place to manage your assets, then you wouldn't necessarily need Freshservice to manage assets.

I'd rate the solution eight out of ten.

I don't know what version we are using, however, in terms of what modules we're using, we're using Freshservice and Freshchat.

Like anything, the tool doesn't fix your service issues. It can help, however, you got to have the right philosophical mindset and your process fundamentals in place because the tool isn't always your silver bullet. 

In terms of your process and your philosophy, I find doing an implementation like Fresh should get you in that mindset. The other piece of advice I would give people contemplating this is, for example, where I love dashboards and data, and Fresh doesn't do the best job in this space. It's not implementation and done. There's always fine-tuning required, and there's always room for improvement. That's where it's important to look at your data, look at your utilization, and always go back and challenge some of your concepts once it's implemented.

I'd rate the solution eight out of ten.

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

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.

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.

I would rate the solution a seven out of ten.

The product is excellent out of the box, but there are inconsistencies in how Freshworks implements it. It works great for organisations that don't want to customise and create their own processes. The out-of-the-box processes with minor tweaks will suit most organisations, but it becomes more difficult for those who wish to adapt their own specific business rules and processes. In hindsight, Freshservice isn't the solution we should have chosen, as it's just not customisable enough.

There is plenty of help available for Freshservice; there's a user forum where you can post questions and get responses from other users. There's also a great deal of online documentation, the links provided by Freshworks, which connect you to their knowledge base.  Additionally, there is an immediate customer chat function, so a great deal of support is available for any issues that may arise. I would advise other users to use the resources and do the required reading.

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.

Environments that require two cloud channels might fare better with ServiceNow. 

The solution is easy to deploy even with no prior experience. The portal is simple to use and customize.

The standard pack provides a good starting place for managing client services. 

I rate the solution a seven out of ten. 

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 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.

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.

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.

I was a customer and end-user.

It's a SaaS product. The product is continuously evolving and growing, although I'm not sure how well it would benefit an enterprise-level organization. However, in general, it's good. It's a really agile platform. 

We cater to small and medium-sized clients, and this solution is perfect for us.

I'd rate the solution eight out of ten.

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.

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 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.

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

I rate Freshservice a nine out of ten.

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

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.

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.

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.

I rate Freshservice an eight out of ten.

I rate Freshservice eight out of 10. I have some advice, but it's not specific to Freshservice. You need to address some issues before starting any big project, like the portal service catalog. It's true for all the products, including ServiceNow, Micro Focus, and the others. 

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