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Small, medium and large companies of all industries looking for an all-encompassing solution accompanied by a powerful, process automation system, 3rd-party integration and a flexible API.
Freshservice's customers include MSP's, financial organizations, educational institutions and several government organizations.
I appreciate the flexibility of the system, once you learn the different levels of details it contains. The customer support is fantastic and really responsive.
The backend of Alloy is very confusing. Trying to change simple things can be extremely difficult since there is no search functionality and no documentation online.
The help desk and software licensing components really save a lot of time and are easy to use. I've been able to use the software licensing piece to fulfill a Microsoft audit with ease.
It might just be me, but I find both the Activity and History tabs to be confusing / overwhelming at times.
I have used this product over many years and enjoy the ease of use and implementation. In the rare event of any issues the support team are excellent and solutions are found very quickly.
We currently use a system where every call we get we have to input a ticket ourselves in full detail, its not horrible by any means but there is an inconvenient factor to it.
For help desk technicians this is a very easy to use app with lot of possibilities of customization. The asset inventory and configuration part is very useful and very simple to configure.
There is not enough sync customization that can be manipulated or adjusted for AD sync.
It has solid overall build quality and supports ITIL standards and data capture in many areas. We also have the asset tracking component which has been helpful.
So many of those requests can and have gotten lost in email in the past, but no more.
The interface is clean and intuitive, and the documentation is comprehensive. Freshservice has excellent customer support and they respond to issues/queries immediately.
Missing workflow functionality, some customizing features could be easier to understand, some poor translations into German.
The ticket management, asset management, knowledgebase and workflow automation have bee huge help and really a great solution for the specific needs.
I feel bad even complaining about it because it's so simple to use but I feel as if the interface could use an update.
Simple, Value for Money, Great Customer Support, Ease of use, Overall quality is nice and definitely we will recommend this.
All the problems are resolve quickly and worry to follow-up om email.
Brad T.: Hi, I'm Brad. I'm the application support manager in higher education and I rate Freshservice four out of five. So there is a couple of different software options I was looking for in my use case. So the biggest thing, I was looking for an ITSM tool with good CMDB capabilities. And so I looked at Zendesk, also at Freshdesk, that's by the same company that makes Freshservice. And landed on Freshservice because they had the CMDB component that I was looking for. So, there's two deciding factors that made me go with Freshservice for the use case that we had. One, it was ITIL-based. And so, it has incident management, change management, problem management, and release management, with good workflows built in. And of course, the CMDB to get a good inventory of our environment. The integration of rolling out for a service for our company was really easy, especially because it's a SaaS. It's just, you pick your domain name and it's ready to go out of the box. And with being able to integrate with active directory to do single sign-on through LDAP, made it even easier for our team to adopt. The best advice I could give anyone that's looking for an ITSM platform like Freshservice, is to evaluate the use cases and what you're solving for. So, if your workflows and processes are ITIL-based, which I would highly recommend anyone that's not using the ITIL structure. For a service that's out of the box, just ready to go, totally ITIL structured. And I highly recommend it. Especially if you're looking for a SaaS with little to no overhead on maintenance. So you don't have to have your own server to host it or anything. It's just pay per seat, per month and you're good to go.
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