Freshservice Reviews

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 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 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.

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.

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

Freshservice's best feature is its user-friendliness.

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

I've been using Freshservice for almost two years.

Freshservice's stability is good.

Freshservice's scalability is fine.

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

Neutral

We used a reseller team. 

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

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

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

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 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. 

I have been using Freshservice for a short time.

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.

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.

I have previously used ServiceNow.

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.

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.

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.

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.

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. 

I have been using this solution for about a year.

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

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.

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. 

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.

The initial setup was pretty straightforward.

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. 

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.

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

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.

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.

I've used it since February 2015.

We've had no issues with deployment.

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

It's scaled sufficiently for us.

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

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.

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

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

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.

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.

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.