Who Uses This Software?

Freshservice's customers include MSP's, financial organizations, educational institutions and several government organizations.


Average Ratings

330 Reviews

  • 4.5 / 5
    Overall

  • 4.5 / 5
    Ease of Use

  • 4.5 / 5
    Customer Service

Product Details

  • Starting Price
    $19.00/month/user
    See pricing details
  • Free Trial
  • Deployment
    Cloud, SaaS, Web
  • Training
    Documentation
    Webinars
    Live Online
    In Person
  • Support
    Online
    Business Hours
    24/7 (Live Rep)

Vendor Details

  • Freshworks
  • freshservice.com
  • Founded 2010
  • United States

About Freshservice

Freshservice is an online ITSM solution with a fresh twist. It puts a refreshing user experience on top of powerful ticketing and asset management capabilities, and is the most user-friendly app in the space. In addition to core functionalities like Incident, Problem, Change, Release and Asset Management, Freshservice also lets you put your knowledge base on the cloud.


Freshservice Features

  • Alerts/Escalation
  • Automated Routing
  • Customizable Branding
  • Document Storage
  • Email Integration
  • Interaction Tracking
  • IT Asset Management
  • Knowledge Base Management
  • Multi-Channel Communication
  • Network Monitoring
  • Real-time Chat
  • Self Service Portal
  • Service Level Agreement (SLA) Management
  • Ticket/Issue Tracking
  • Activity Tracking
  • Audit Trails
  • Barcoding / RFID
  • Check-in / Check-out
  • Depreciation Tracking
  • Disposal Tracking
  • Inventory Management
  • Location Tracking
  • QR Codes
  • Reservations
  • Service History
  • Approval Workflow
  • Audit Trail
  • Change Calendar
  • Change Planning
  • Compliance Management
  • Prioritization
  • Release Management
  • Task Management
  • Training Management
  • Change Management
  • Configuration Management
  • Data Visualization
  • Device Auto Discovery
  • Impact Management
  • IT Asset Management
  • License Management
  • Performance Monitoring
  • Relationship Mapping
  • Case Management
  • Complaint Classification
  • Corrective Actions (CAPA)
  • Customer Complaint Tracking
  • Feedback Management
  • Forms Management
  • Issue Tracking
  • Quality Assurance Management
  • Routing
  • Self Service Portal
  • Social Media Monitoring
  • Survey Management
  • Buy Side (Suppliers)
  • Completion Tracking
  • Compliance Tracking
  • Contract Lifecycle Management
  • Electronic Signature
  • Full Text Search
  • Government Contracts
  • Pre-built Templates
  • Sell Side (Customers)
  • Specialty Contracts
  • Version Control
  • Workflow Management
  • Audit Trail
  • Corrective Actions (CAPA)
  • Disaster Recovery
  • Incident Reporting
  • OSHA Compliance
  • Root-Cause Diagnosis
  • Safety Management
  • Task Management
  • Ticket Management
  • Assignment Management
  • Dashboard
  • Escalation Management
  • Issue Auditing
  • Knowledge Base
  • Recurring Issues
  • Scheduling
  • Task Management
  • Audit Management
  • Compliance Tracking
  • Configuration Management
  • Contract/License Management
  • Cost Tracking
  • Depreciation Management
  • Inventory Management
  • Maintenance Management
  • Procurement Management
  • Requisition Management
  • Supplier Management
  • Capacity Monitoring
  • Compliance Management
  • Event Logs
  • Hardware Inventory
  • IT Budgeting
  • License Management
  • Patch Management
  • Remote Access
  • Scheduling
  • Software Inventory
  • User Activity Monitoring
  • Bug Tracking
  • Issue Management
  • Milestone Tracking
  • Percent-Complete Tracking
  • Portfolio Management
  • Prioritization
  • Product Roadmapping
  • Requirements Management
  • Resource Management
  • Status Tracking
  • Supports Agile
  • Supports Scrum
  • Task Management
  • Testing / QA Management
  • Time & Expense Tracking
  • Contract Management
  • Incident Management
  • IT Asset Management
  • Knowledge Management
  • Release Management
  • Self Service Portal
  • Service Catalog
  • Service Reporting
  • Ticket Management
  • Asset Tracking
  • Availability Management
  • Change Management
  • Configuration Management
  • Contract/License Management
  • Incident Management
  • Problem Management
  • Project Management
  • Release & Deployment Management
  • Self Service Portal
  • Cataloging / Categorization
  • Collaboration
  • Content Management
  • Data Management
  • Discussion Boards
  • Document Management
  • FAQ
  • Full Text Search
  • Guided Problem Solving
  • Self Service Portal
  • Self-Learning
  • Change Management
  • CMDB
  • Incident Management
  • IT Asset Management
  • Knowledge Base
  • Mobile Access
  • Procurement Management
  • Remote Control
  • Self Service Portal
  • SLA Management

Freshservice Reviews Recently Reviewed!


Feature packed ITSM which has room for improvement.

Mar 12, 2018
4/5
Overall

5 / 5
Ease of Use

4 / 5
Features & Functionality

5 / 5
Customer Support

4 / 5
Value for Money
Likelihood to Recommend: 8.0/10 Not
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Pros: Simple to use - one of the main reasons we went with FreshService was that during a trial of many other systems FreshService was by far the easiest to setup and configure. This means more time doing other projects rather than administering the helpdesk system.

Powerful Automations - my trial version had the new Smart Workflow addon which made creating complex workflows very easy and simple. There is still room for improvement and some fields cannot be used in automations e.g. Impact or Urgency.

Self service catlog - its a nice to have and allows easy segregation of Service Requests compared to Incidents, the custom forms are nice although would be better to dynamic i.e. drop down of all requesters for example.

Branding - nice branding options and easy to use giving full access to CSS / HTML although not as easy to manipulate as ZenDesk.

Self Service Portal - We haven't rolled this out to end users yet but the portal is easy to use and with the branding options can be customised. The embedded widget is also useful and can be embedded into SharePoint.

Cons: Reporting - very limited compared to some systems although improvements are on the road map.

Software Assets - confusing to use as you have to track each software item as an asset, cannot easily search on what is installed on computers across the database. Again improvements coming on the road map.

Dashboard is useless - current implementation of the system gives a very basic overview of the system and an activity log. We don't use it as it doesn't provide any useful information.

Certain Form Fields - you cannot change the default fields or even hide them without using JavaScript, this means I have had to create custom fields to tell my agents to ignore certain fields which isn't ideal. Also the categories list is shared among tickets, our change requests differ from our incidents.

SLA breaches - compared to ZenDesk it isn't as easy to see when a ticket is due to breach SLA. Currently the ticket interface only shows Resolve Due date and not response due date, the response due just appears in the main ticket view when its close to expiry. Not ideal but workable.

Overall: Moving from a shared mailbox it has been a lot easier to manage incoming incidents and track who is working on which ticket. Being an ITIL based ITSM we can now properly track system changes and gain approval across the business based on our business processes.

Feature-rich and intuitive

Feb 27, 2018
4/5
Overall

5 / 5
Ease of Use

4 / 5
Features & Functionality

5 / 5
Customer Support
Likelihood to Recommend: 8.0/10 Not
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Pros: The FreshService interface is pleasant and pretty intuitive to work with. We had been using a different ticket system for more than a decade. Nonetheless, the switch to FreshService was relatively smooth for the whole team. I think the major reason is that the interface feels rather natural or comfortable to work with.

The same kind of intuitiveness is also seen under the hood (Admin panel), which is where a lot of other systems fall short. Even though Fresh Service packs a ton of features under the hood, you are not battling against a maze of intertwined difficult-to-manage configurations. I personally don't need to do a lot of changes in the configuration (I'm rather the "backup" for those kind of things), but when I do, it doesn't take me too long to find out where I need to adapt what setting.

I had to contact Fresh Service support a few times and so far always got a satisfactory reply in a decent reply time.

Cons: With all of the above said, it also lacks some features you could see as "basic" or "take for granted" here and there.

Agents can't configure an "out-of-office" period themselves.

There's no possibility to set up a custom dashboard per agent.

My major pet peeve is the text editor, which options are very limited (can't send a reply with a paragraph in fixed with font, can't edit the source ...) and which sometimes behaves unexpectedly (some odd behaviour with linebreaks, weird cursor position when pasting text ...)

And finally, while there is integration with Jira, I have the feeling it tends to break quite easily. We've probably had it more half- or not-working-at-all than working as it should. This makes it unreliable, requires manual effort and follow-up and really undoes the usefulness of having integration at all.

Overall: We are back "with the times" compared to our previous ticket system.

Capterra loader

Freshservice is quite a solid ITSM solution in the Cloud, with no investment in IT infrastructure.

Mar 26, 2018
4/5
Overall

5 / 5
Ease of Use

4 / 5
Features & Functionality

4 / 5
Customer Support

5 / 5
Value for Money
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Pros: It's literally "pay and use". Zero footprint in your current IT architecture, everything is habdled via any compatible web browser. And yet it includes advanced ITSM functionalities such as asset management and CMDB, in which you mdeploy Probes and Agents to Windows, Linux and Mac devices to scan and inventory hardware and software. And like every other Freshworks solution, it's very customizable interms of UI, automation and notifications, as well as integrations with third-party solutions and via API for developers.

Cons: Perhaps adding new modules. Freshservice deals with this by integrations and automations, but out of the included modules (Tickets, Problems, Changes, Releases, CMDB, Projects, Solutions and Reports) you can't, at the moment, add a new one, such as Facilities or HR for example. However, provided that the included modules cover most, if not all, or ITSM's basic needs, and that the mnost generic modules (such as Tickets) are easily adaptable and customizable, that's not much of a problem.

Overall: The rapid deployment! Being Cloud, we were ready to start almost from day zero. The learning curve is quite smooth, and it was fairly easy to perform basic to moderate customizations on the portal and forms. Also the automation options were quite easy to follow (we basically used templates of the predefined ones) and one key for more novice users is that Freshservice has tutorials all around the solutions.

Great Help Desk Software, Particularly For Time Pressed Admins

Sep 14, 2017
4/5
Overall

4 / 5
Ease of Use

4 / 5
Features & Functionality

5 / 5
Customer Support

5 / 5
Value for Money
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Comments: The pricing for this product is very competitive which is great for the IT budget and value for dollar represent a good deal. I find the Support team is very helpful and responsive. This is not a complex product to set up but does take a little time to figure out how things work within Freshservice. I am very please overall.

Pros: SaaS based product so no on premises hardware or software. Setup is more than 10 minutes that some of the marketing indicates, but definitely not a complex setup. Once you understand the workflow things become fairly intuitive in setting up the software. The ability to process tickets from one screen, enabling you to reply, enter case notes and disposition the ticket from one screen is very good. Like anything there is a learning curve involved, but it becomes very straightforward to Administer. This is very important as I am handling issues, closing tickets and assisting end users so I do not have the time to spent an hour a day doing routine maintenance tasks. The technical support team is also very helpful.

Cons: Most of the issues have not been with things that do not work as much as do not conform to our individual work flows and processes. A few things that are challenges include that pasting into tickets using the portal does not work. Any screen shots or images depicting issues and end user is facing need to be added as attachments. By default you are given a long and not intuitive URL for your Portal. While you can create a custom URL it requires purchasing an SSL certificate or the connection is not secure. If a User submits a ticket via email and at a later time tries to create an account on the Portal it will advise them that the email is in use. To resolve this they just need to request a password reset, but it is not intuitive to the User, they think something is wrong.

Capterra loader

Simple to use and has all the features you actually need.

Oct 09, 2018
5/5
Overall

5 / 5
Ease of Use

5 / 5
Features & Functionality

4 / 5
Customer Support

5 / 5
Value for Money
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Pros: Layout is clean and easy to understand. Has fun 'gamify' system which lets my techs compete with with other for prizes with the system keep score. This is available on our subscription level. Also has SLA monitoring for those pesky KPI requirements. Can setup a catalog of services and items for end users to 'order' with a workflow approval process. Can integrate with chat and phone. Great all around alternative to Zendesk. Doesn't nickel and dime you to have basic features.

Cons: List of Integration possibilities are pretty small in comparison and hasn't really grown in the several years we have been using it.

Overall: I really like Fresh Service (and before it, Fresh Desk). I keep trying to find a reason to switch to Zendesk because of the possibilities with their integrations but keep abandoning the trial. I would have to reproduce in Zendesk what I currently have in Freshservice in order to start experimenting with the possibilities. That's where the problems start. All the things I have in Freshservice are add-ons in Zendesk that cost extra and don't work the same way. If you have a fairly small team, we have 4 IT personnel for a 24/7 $400 million dollar company, this is your solution.

Capterra loader

Great tool for tracking issues, managing assets, staying compliant

Apr 11, 2018
5/5
Overall

5 / 5
Ease of Use

4 / 5
Features & Functionality

5 / 5
Customer Support

5 / 5
Value for Money
Likelihood to Recommend: 10.0/10 Not
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Pros: FreshService is a simple to use system that has allowed us to manage IT issues, assets, and changes within a quickly growing company. Prior to the implementation of FreshService we were unable to appropriately identify our staffing needs or areas of concern due to the lack of ability to track issues across the entire organization. With FreshService implemented we're now able to put metrics to the volume of support our team provides to the company. We're tracking assets across multiple states. And we're tracking changes within our environment for SOC II compliance.

Cons: I wish there were some built-in features which made viewing issues by Location easier. Currently, it appears that Locations can be linked to Requesters which implies issues by Location. However, it would be ideal to be able to quickly see and change the Location the issue is occurring. This would lead to reporting mechanisms that would allow us to see which Locations have the highest number of issues.

Overall: It allowed us to determine the number of IT staff needed to support a growing company. It also allowed us to track changes for SOC II compliance.

Freshservice is a very simple web based portal with a great deal of functionality.

Apr 06, 2018
5/5
Overall

4 / 5
Ease of Use

5 / 5
Features & Functionality

5 / 5
Customer Support

5 / 5
Value for Money
Likelihood to Recommend: 10.0/10 Not
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Pros: Freshservice follows the ITIL process which means it is easier to structure in a way which works for our business. Tickets can be raised by internal users or customers outside of the business allowing for greatly improved communication. Tickets are easy to manage in terms of responses and audit trails. The service catalogue is a great feature, this allows us to capture all the necessary information first time every time. Outside of tickets and communication there are a vast amount of admin features, one we commonly use is dispatcher. This allows our business to create rules for tickets/service requests that hit the helpdesk. This in turn saves time and further increases productivity. The ability to create reports is a great way to identify where we can improve and provide a much improved service to our users.

Cons: While the admin features are vast, on occasions it can be difficult to locate what you need unless you know your way around. However, it's not impossible and with time does become easier.

Overall: Freshservice is an easy way to manage and resolve issues by following the ITIL proces

A great, fully featured, ITSM solution that is easy to setup and highly customizable to your needs.

Mar 22, 2018
5/5
Overall

5 / 5
Ease of Use

5 / 5
Features & Functionality

5 / 5
Customer Support

5 / 5
Value for Money
Likelihood to Recommend: 10.0/10 Not
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Pros: There's a lot of pros to FreshService.

The automated routing (dispatcher) system is excellent and extremely configurable. You essentially are able to make if-then statements with a ton of different variables to route tickets to groups or agents, along with custom notifications.

The ticket form, self-service portal, and service catalog are all very customizable and excellent resources as well.

Cons: The only thing that can be frustrating with FreshService is the tiered payment system that requires different payment amounts for different features.

While Freshservice is affordable, it can be frustrating when you see a cool feature and want to try it out, only to find that your particular tier does not support it.

Overall: This software helps greatly with streamlining workflow and helping the team adopt ITIL standards. It is convenient and easy to use, and easy to learn for agents.

The system is easy to use and has an inviting design that everyone can get used to.

Mar 19, 2018
4/5
Overall

5 / 5
Ease of Use

4 / 5
Features & Functionality

3 / 5
Customer Support

3 / 5
Value for Money
Likelihood to Recommend: 8.0/10 Not
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Pros: The system is easy to use and has an inviting design that everyone can get used to.

Even after years of use, the system is constantly evolving and improving. Freshservice can always surprise us with new functionality.

The range of features can satisfy every big and small business. Depending on the needs, an appropriate cost plan can be selected.

We greatly appreciate various kinds of reports.

Cons: Technical support is sometimes really slow. Until recently, we were complaining about the searching, but it was improved in the last update.

The price for a complete set of features is quite high.

Overall: Our company has very specific requirements and this software is able to fulfill all of them.

We appreciate the continued development and clear control of the system. Management has better control over departmental processes.

The use of this software has shifted our customer service to a higher level.

Service Management System that just works!

Mar 26, 2018
5/5
Overall

5 / 5
Ease of Use

5 / 5
Features & Functionality

5 / 5
Customer Support

5 / 5
Value for Money
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Pros: Follows ITIL practices, stable, UI, mobile app, lots of options from an administrator point of view. Service catalog works really well. Freshservice is constantly adding new functions and listening to user requests. The ability to link work items across entities such as incidents to problem, problem to change and feature requests to changes helps to tell a story of every work item and lets you get into the details when needed.

Cons: The user portal allows customization but it can be a challenge to work within the framework provided and has limits. License management is still a bit limited and challenging.

Overall: Truly enables our team to work effectively and manage the work items from start to end no matter what is involved or how complicated the work items can sometimes be. We are able to reduce our metrics across the board due to the options available and the way the system works.

Capterra loader

We've been using FreshService for over a year now and don't see a reason to change :)

Jun 03, 2018
5/5
Overall

4 / 5
Ease of Use

5 / 5
Features & Functionality

5 / 5
Customer Support

5 / 5
Value for Money
Likelihood to Recommend: 10.0/10 Not
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Pros: It's quite easy to set up and start using. We really like the asset management feature - it's helpful to be able to assign tickets to devices so that later we can spot trends. Freshservice didn't have on time tracking feature that we wanted and their support team was very helpful in implementing a custom solution for us. The ability to have 3 agents for free is incredible for small shops that are just starting.

Cons: It currently lacks integration with one of our monitoring tools so we spend quite some time closing tickets that are no longer valid but that will be solved in the future. It's great they support multiple languages but would appreciate if they provided email notification templates in each of the languages they support.

Overall: We switched from Autotask which was too costly for us. Freshservice allowed us to cut costs practically to zero and also introduced automatic asset tracking for some of our clients' equipment. Another great feature is the ability to use keyboard shortcuts that allows me to do my work faster.

Simple online based ticketing solution

Mar 28, 2018
4/5
Overall

4 / 5
Ease of Use

5 / 5
Features & Functionality

5 / 5
Customer Support

5 / 5
Value for Money
Likelihood to Recommend: 8.0/10 Not
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Pros: Everything is hosted online and easily accessible via web browser or mobile app. FreshService provides a section for creating instruction guides and asset management. The platform is fairly easy to setup with our Microsoft Azure SSO environment. The support team is quick to respond and helpful.

Cons: There are only some minor interface annoyances. When initially loading tickets and attempting to scroll down, the screen keeps rolling back to the top. This keeps happening until the page fully loads and can take an extended period of time for lengthy tickets. Service Request items cannot be alphabetized (not sure why this is "by design"). The solutions guides have limited formatting so it takes extra time to create neat and proper formatting.

Overall: Cost effective online-based ticketing system with ease of setup.

Freshservice covers all our requirements for ITSM

Mar 29, 2018
5/5
Overall

5 / 5
Ease of Use

4 / 5
Features & Functionality

4 / 5
Customer Support

5 / 5
Value for Money
Likelihood to Recommend: 9.0/10 Not
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Pros: At first, we like the modern and intuitive User Interface. Then, all our requirements about an ITSM solution are fulfilled (processes, reporting, solutions db, assets, contracts and so on). Freshservice support our administrators in the daily business. The productivity tools like the Dispatch'r or Oberserver are awesome. The daily passes are cost effective for our consultants, who do not work with Fresh every day. In short: A modern and fresh ITSM tool with a lot of really nice feature, but not too complicated and "overloaded".

Cons: Our own fields (assets etc.) can not be selected for reporting. Overall, the reporting is too inflexible. It's possible to enhance ticket and other forms with own fields. Unfortunately with no relation to the standard fields or re-use. The support is sometimes really slow and you will wait for an answer.

Overall: A better, more efficient support for our customers with an 360° view over all assets, contracts and sla's.

Willingness to provide updates and pass ticket along to proper support channels is appreciated.

Mar 12, 2018
4/5
Overall

4 / 5
Ease of Use

4 / 5
Features & Functionality

4 / 5
Customer Support

4 / 5
Value for Money
Likelihood to Recommend: 8.0/10 Not
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Pros: Ease of use and mobile app functionality is excellent. Updates seem to be implemented almost weekly so it is encouraging to see the product constantly evolving and responding to user's requests for improvement.

Cons: The ability to utilize different parameters within certain portions of the site is lacking. IE: if I wanted to restrict visibility of certain service catalog items to individuals within certain departments I cannot do so; it will only allow for restriction based on groups (locations). Also, reporting on custom text fields would be a huge plus rather than only the drop down selectable fields.

Overall: Ability to track support requests and provide some statistics to support the need for improvement in our operations as well as support/development staff has been a big plus. While there is still work that can be done to make this system more beneficial to the organization, it did not take much effort to put it in place and utilize it for the initial needs we had of reporting and categorizing our support requests.

This product is the heart of our service delivery system

Mar 28, 2018
4/5
Overall

3 / 5
Ease of Use

4 / 5
Features & Functionality

5 / 5
Customer Support

3 / 5
Value for Money
Likelihood to Recommend: 6.0/10 Not
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Pros: once setup it is easy to use - the mobile app is a real advantage and work well - it is a very good package for tracking service work - the process of moving from current to resolved to closed works well. The ability to track time by service delivery person is great along with the option to add a short note.

Cons: the company information fields are very limited and there is not enough fields - it is difficult search in the company admin screen. it would be an advantage to be able to setup the first user with company info - also the telephone format needs the country code and no spaces in the phone records otherwise it will not dial off the app - there are some other problems as well but they are minor tweaks

Overall: ability to capture all service work and track to a billing stage

Great support and commitment to customer driven enhancements!

Feb 07, 2017
5/5
Overall

5 / 5
Ease of Use

4 / 5
Features & Functionality

4 / 5
Customer Support

4 / 5
Value for Money
Likelihood to Recommend: 8.0/10 Not
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Pros: The standard set of reports is exceptional as compared to our previous product and other products we have looked at. These reports provide quantitative measures of staff productivity, SLA compliance, ticket flow, and customer satisfaction.

Cons: This is not really a con but it would be terrific if the product included a customer facing performance dashboard allowing the customer to view performance metrics at their leisure. This feature would drive a level of transparency valued by many internal and external clients.

Overall: Our nonprofit managed services organization converted to FreshService on June 6th of last year (2016). The setup process was straightforward and not terribly resource intensive. The standard reporting is exceptional and they just recently added a custom report and scheduling capability. We made the change because our previous vendor was not investing in their solution. That is not the case with FreshService. The product is updated regularly and some of those have resulted from our requests. I would highly recommend this solution for any internal or managed services IT organization.

Recommendations to other buyers: I would highly recommend consideration of this product for any organization considering a change of service desk solutions.

We have developed a IT helpdesk scenario using freshservice and it is comfortably working for us

Mar 29, 2018
5/5
Overall

4 / 5
Ease of Use

4 / 5
Features & Functionality

5 / 5
Customer Support

4 / 5
Value for Money
Likelihood to Recommend: 9.0/10 Not
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Pros: online and highy availability - well defined working structure - clear and crisp messages and seamless integration with our Email system.

Cons: more improvements are possible if they take input of our customers in terms of feedback on new functionality. Currently feedback is limited to current service quality.

Overall: better manage our users issues and change requests.

a high level of communication to give our users a satisfaction during the course from when they initiate a request, its progress and its ultimate completion.

We also use this tool Lesson learned and utilize the historical tickets and its resolution when we have similar issues.

We use Solutions function and most of the issue resolutions and methods are defined over there for smooth execution.

We use this tool to provide our management the performance appraisal for IT Department

Very simple easy to use for both an Admin user and for Requesters.

Mar 28, 2018
5/5
Overall

5 / 5
Ease of Use

5 / 5
Features & Functionality

5 / 5
Customer Support

5 / 5
Value for Money
Likelihood to Recommend: 10.0/10 Not
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Pros: Unlike other service desk software, users are not required to have an account to put in tickets, they only need to put in their email address and will receive updates on the ticket as you make notes.

Cons: What I don't know like is if you have a guest admin replacing one of your regular admins you need to keep purchasing guest passes.

Overall: We always struggled getting teachers to log jobs with our old ticketing system, they always forgot their account details to log in. With Freshservice you are not required to create an account to put in a request, as long as the requester enters a valid email address they will receive emails with updates of the status of the ticket when ever you add notes or close the job.

It was very easy to setup as well. We were able to modify the form for staff to fill out with their request and customise the portal with our school logo. You can also add your own FAQ and solutions page.

Would definitely recommend for your organisation!

Capterra loader

We love using ServiceDesk ! Much easier than our prior ticketing system.

Feb 23, 2018
5/5
Overall

5 / 5
Ease of Use

4 / 5
Features & Functionality

5 / 5
Customer Support

5 / 5
Value for Money
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Pros: Customizable to your business. Simple data entry panels for the customers. Easy to keep track of tickets with views so you can see just your tickets, or your groups tickets. Escalation process that is built in works great for getting approvals for spend in advance. Has streamlined our efforts tremendously. Also love the private note capability so we (in IT) can assist one another with notes, but there is just one person dealing with the customer.

Cons: Would like the display a little more condensed. Would like the Project, Releases and Changes sections to have more of the features that tickets has where you can put in notes about progress, or ask others in the team for help on certain items.

Wish Solutions had a better editor.. I would like to copy and paste in a fully completed Word procedure and it doesn't accept all the formatting or images.

Overall: We have streamlined our helpdesk processes considerably and provided our user base with a tool that they actual don't mind using!!

Capterra loader

Easy to setup and configure, professional and modern to use

Feb 26, 2018
4/5
Overall

4 / 5
Ease of Use

3 / 5
Features & Functionality

5 / 5
Customer Support

3 / 5
Value for Money
Likelihood to Recommend: 8.0/10 Not
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Pros: Very easy to use for our end-users, as well as agent. Also very easy to set-up, practically works "out of the box", and doesn't need any specialist knowledge of HTML, etc. Looks good and for the most part as customisable as required. Integration with O365/AD a bonus. Asset management tools are great. Automatically generated reports come out looking good straight out.

Cons: Some issues I've had to contact support for seem that they could quite easily be a knowledge base article (if they are, then need to be more easily found). Some customisations that seem basic can't be done, for example some default catagories/settings/fields cannot be removed or modified, and reporting isn't as customisable/bespoke as it could be .

Overall: Instantly improved our ability to manage and prioritise our support of both our internal IT users, as well as our external clients. Have also started using Freshservice for asset management, which initially we had no intention of doing, but after testing have found it to work brilliantly for this too.

The experience has been great! The various reports have given given our team visibility of what we

Mar 27, 2018
5/5
Overall

5 / 5
Ease of Use

5 / 5
Features & Functionality

5 / 5
Customer Support

5 / 5
Value for Money
Likelihood to Recommend: 9.0/10 Not
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Pros: I love the many different reports, SLA watch for agents, the facts that customers can raise tickets simply by sending an email without necessarily logging in to the portal. The possibility of customer feedback. I love that the team can populate solutions and build up knowledge base.

Cons: The Project management module. Tracking completion is never very clear. When you complete a task within a project it reports as though the whole project is completed.

Overall: There is visibility of what the IT team is doing as a department. Support cases raised by users are closely followed up to completion with every feedback clearly recorded and users consequently feel well catered for. The Team is able to access the areas that need a lot of attention through the various reports. It also has made Agents work even harder and smarter in order to solve issues, incidences and complete projects within SLA

Intuitive, evolving and provides great value for money spent

Mar 07, 2018
4/5
Overall

5 / 5
Ease of Use

4 / 5
Features & Functionality

5 / 5
Customer Support

5 / 5
Value for Money
Likelihood to Recommend: 10.0/10 Not
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Pros: Setting this system up for our business was straightforward and no complications

Easy to use and navigate

Efficient support included in the pa package - no blow outs.

Default reports are comprehensive

Covers asset register, change and problem management, tickets in one package

Ticket management is fantastic

Gamification encourages agents to achieve SLAs.

Cloud based and accommodates SAML making it easily accessible to our users

Cons: Workflow templates are static and cannot manipulate the views

Asset register needs improvements

Forwarding emails to helpdesk does not raise the ticket in the original senders name if their email exists in the company's domain

Overall: Visibility and efficiency

Can now measure results and see where we can improve

Has been invaluable in shaping our team going forward

Mar 28, 2018
5/5
Overall

5 / 5
Ease of Use

5 / 5
Features & Functionality

5 / 5
Customer Support

5 / 5
Value for Money
Likelihood to Recommend: 9.0/10 Not
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Pros: Simple layout which looks clean and easy to use from a busy systems admin. Can easily be tailored to add layers of information which in turn easily reports back. Easy for all staff to use the system.

Cons: It is email heavy but must admit we're not looked into turning certain ones off yet. Would like to see the report turn into dash board that are on the front. Not just call open and in breach.

Overall: 1. We really needed to formalise our reporting process. Job Done!

2. Reports back on the ares we are getting the most issues and we can manage physical, training, software or other specific issues.

3. Drives performance from a BAU and project view.

Simple with all the features you need

Mar 27, 2018
5/5
Overall

5 / 5
Ease of Use

4 / 5
Features & Functionality

5 / 5
Customer Support

5 / 5
Value for Money
Likelihood to Recommend: 10.0/10 Not
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Pros: The simple and intuitive interface. There is a lot of ability for customization of fields. Free level is great place to start and robust. Technical support is best in class backed-up with fantastic online knowledge base. I have used several tiers of this product and was quick to implement at a new company.

Cons: The free level features can quickly be outgrown but entry level cost is reasonable. The asset probe is a great feature, but light on information from assets that are causing errors.

Overall: Excellent asset tracking. Discover probe at free level is fantastic. Customization of fields is simple.

No bang for the buck, an overpriced form submission tool that disappoints in reporting and integration

Jun 13, 2017
2/5
Overall

3 / 5
Ease of Use

1 / 5
Features & Functionality

4 / 5
Customer Support

1 / 5
Value for Money
Likelihood to Recommend: 1.0/10 Not
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Pros: Friendly user interface. Copy screenshots directly into the form (although there's a bug for the last 3 months that screenshots are displayed double in edit mode.) Plenty of fields to configure for more complex workflows.

Cons: Default categories and labels with awkward naming (synonymous use of "Tickets" and "Incidents" for "Issues", "Change" for "Change Request", "Problem" for "Bugs") No possibility to convert issues to change requests. Agent needs to recreate the entire case in the back resulting in significant adminstrative overhead. Reporting is practically inexistent. REST API not covering many functions and object attributes. (You cannot substitute reporting externally.) HTML editor limited and bugged. (CSS code in support articles not supported, Bootstrap not supported, code gets changed or reformatted upon saving articles) No access to the file and image repository. Frankly, with every new cosmetic change and "functionality no can do" message from the Team, I am growing more and more wary of this application. At this point, I am thinking of it as an overpriced form tool with practically no reporting, a gimped Knowledge Management base, and an asset list functionality that quickly drains your wallet. I am spending significant time rewriting issues as change requests in order to subsequently manually attach them to the original issue ticket and explain to the user why I would want to close his ticket after all. Writing knowledge articles is best done in a separate HTML editor. The Text Editor lacks basic functionality, removes formatting and images in unpredictable ways with undoing, and stores images and files in a central repository you have no access to. You might as well do that with a forms tool readily available on the internet.

Capterra loader

Has allowed easy tracking of issues in a unified platform

Mar 26, 2018
5/5
Overall

5 / 5
Ease of Use

5 / 5
Features & Functionality

5 / 5
Customer Support

5 / 5
Value for Money
Likelihood to Recommend: 10.0/10 Not
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Pros: Reporting that shows the types of issues that are coming from our users and what departments/regions the issues are coming from. This allows us to be proactive and develop training and guides to assist users before issues crop up again.

Cons: I've not been able to find a way to attach files/forms to our scenario automations. For example, if a user needs to update their direct deposit, a scenario with the new form they need to fill out already attached with instructions on how to submit it would increase productivity further.

Overall: Improved Tracking through reports. Customization of issue topics

Capterra loader

Best Turn Key Service Desk Solution Available!

Mar 21, 2018
5/5
Overall

5 / 5
Ease of Use

4 / 5
Features & Functionality

5 / 5
Customer Support

5 / 5
Value for Money
Likelihood to Recommend: 10.0/10 Not
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Pros: Ease of use with minimal training is a huge plus when rolling out a product. Our deployment of Freshservice was so smooth and issue free with very little training needed in our IT department. It was so easy we're in process of rolling it out to non-IT functional groups to be utilized as a work management system. Configuring the backend of the system is remarkably intuitive, and highly flexible, and the level of automation is fantastic. My environment support 2000+ internal colleagues and the adoption of this product was very positive and viewed as a huge value add to the organization.

Cons: If I'm being very critical, the ability to build and configure a pre-defined list of "billable tasks" is missing. To be fair, this functionality is not available in most of the products I've seen and is not common.

Overall: A large number of efficiency gains from an agent perspective, and a lot of customer satisfaction gains. The system embeds the communication into the ticket using e-mail, so the communication stream and the update of the tickets is now in one action, and available in one system. This has sped up initial response, and frequency of communication. Freshservices use of tags in the main ticket view has also really increased our ability to follow up and more importantly follow through in a timely manner.

No Competition - Ideal Platform

Mar 26, 2018
5/5
Overall

5 / 5
Ease of Use

4 / 5
Features & Functionality

5 / 5
Customer Support

5 / 5
Value for Money
Likelihood to Recommend: 10.0/10 Not
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Pros: I have used FreshDesk and FreshService now in three different project. It is always my go-to platform for incident tracking, and task allocation with the added benefit of auto asset management.

You really cannot go wrong here with a really simple to use platform that helps organise your support team, provide the end users with the responses that they need to feel informed and give you valuable data on your deployed assets.

Cons: I have no negatives at this stage, I find it does exactly what I require and I get a good response from the team.

Got a satisfactory response back within 20 minutes.

May 21, 2018
4/5
Overall

4 / 5
Ease of Use

4 / 5
Features & Functionality

4 / 5
Customer Support

4 / 5
Value for Money

Pros: The application has a really wide set of tools for a ticketing system and it is very easy to follow/move around. The way it allows to track tickets and displays notifications to the most recent tickets that have been addressed is helpful and a nice touch, and a really nice feature that was recently implemented was the option to remote assist a user via Teamviewer directly from within the ticket.

Cons: It has a nice interface, however when setting up new forms for knowledge base and service catalog it can be a bit time consuming since those two sections are similar.

It creates by default a user account as requester whenever someone replies to your default ticketing email address and that person does not have an existing account; in my case, people from outside our company have replied to emails where our helpdesk is cc'ed and creates an account for them.

Can't run the help desk without it

Apr 09, 2018
5/5
Overall

5 / 5
Ease of Use

5 / 5
Features & Functionality

5 / 5
Customer Support

5 / 5
Value for Money

Pros: FreshService is a must when you're running any size business with a help desk. The setup is straight forward, the interface is easy to use. It is easy to customize the software to suit your business needs. Perhaps my favorite part about being a FreshService customer is that they are continually adding features to the product. Every month it becomes more valuable for the same price. I would recommend this product highly.

Cons: It's a little frustrating that you can't undo a ticket merge. I've also noticed that correspondence and notes in merged tickets are a little hard to read. It can be confusing, so we don't use this feature even though we'd like to.

Solid platform for solving internal support requests

Mar 21, 2018
5/5
Overall

5 / 5
Ease of Use

4 / 5
Features & Functionality

5 / 5
Customer Support

5 / 5
Value for Money

Pros: We're managing to provide a great internal support with several seperate departments such as IT, HR, SAP, Purchasing, Infrastructure, ...

Even with more than 50.000 tickets in the system, we manage to have a good traceability of specific historic issues etc.

Cons: Having multiple support groups which have to be seperated from eachother, can make things complicated sometimes for the administrator of the entire system. However, with the help of FreshService, we manage to find decent solutions for our needs.

Capterra loader

Small IT Departments...This is for you

Mar 26, 2018
5/5
Overall

5 / 5
Ease of Use

5 / 5
Features & Functionality

5 / 5
Customer Support

5 / 5
Value for Money
Likelihood to Recommend: 10.0/10 Not
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Pros: What makes this so great are the many services available under the free plan. We are a small non profit with an IT team of one. This helps to provide quality service to the staff of our organization without having to spend money that can be directed to community services. And even though we don't currently pay, the quality of support is not lessened

Cons: It is hard to find things I don't like about the software. Perhaps the only thing I would suggest is another tier or two between the free and the blossom.

Overall: Greatly assists in time management as I am the only full time regular IT staff and this allows me to keep issues prioritized and organized. It also allows users to track issues.

Great IT management and reporting tool

Jun 09, 2018
4/5
Overall

5 / 5
Ease of Use

4 / 5
Features & Functionality

4 / 5
Customer Support

4 / 5
Value for Money

Pros: The freshservice agent is really easy to install. On our company, we use it as an asset management tool and every time a new worker is enrolled we install it on their computer. You don't need to set anything else up as the installation package already has all the details it needs. As soon as it's installed it starts collecting useful data that will then be reported to the IT managers.

Of course, this data does not breach any privacy regulations and only states information related to the computer itself in terms of firmware being up to date or any potentially harmful software being installed on the machine.

Reports can be set up to be generated and sent to you periodically for your convenience.

Cons: One of the major cons of this tool is that it may be harder to customise if you are planning to have it set up on a big company. For that, though, there is an enterprise solution that could fit any purpose but comes with an added price to pay.

Easy to handle

Mar 29, 2018
5/5
Overall

5 / 5
Ease of Use

4 / 5
Features & Functionality

4 / 5
Customer Support

4 / 5
Value for Money
Likelihood to Recommend: 9.0/10 Not
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Pros: It notifies with sounds when a new ticket has been submitted. It helps to review the ticket without fail in time. Also it supports different mediums to submit or reply to the tickets like portal/email/chat also slack.

I also like its Android App, which is very helpful many times especially I'm not able to use my system

Cons: The priority timing makes me confused with over due time.

Also they implemented a new feature Urgency and Impact. Most of the clients unable to understand its use while submitting tickets.

Overall: This ticketing system ease us to manage services by helping the clients as well as sales team to request services also reporting incidence.

For me its good as I can track my team daily update through a portal

May 11, 2018
4/5
Overall

4 / 5
Ease of Use

4 / 5
Features & Functionality

5 / 5
Customer Support

5 / 5
Value for Money
Likelihood to Recommend: 9.0/10 Not
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Pros: Tracking of the daily task.

Client downtime reports can be easily tracked.

CR management is the best part of the fresh service where they have all option which we need to make before any changes.

Cons: Pricing is a little high for a startup for having all features example project management. In startup, our main focus is managing day to day tasks and upcoming projects. For day to day operation its good but for the project management plan it's little costlier for us.

We have had good success with Freshservice over the last few years

Apr 19, 2018
5/5
Overall

4 / 5
Ease of Use

4 / 5
Features & Functionality

5 / 5
Customer Support

3 / 5
Value for Money
Likelihood to Recommend: 9.0/10 Not
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Pros: It lets us maintain our service record over time and gives us good access. Also, we have been able to leverage the API to make custom integrations of our own and with Zapier to increase functionality.

Cons: I would like to see some better reporting tools and would like to see some better development in the CMDB area of the software which I feel is still rudimentary, but could be very useful.

Overall: This has been great for our IT team to track our support tickets, inventory and service record.

Freshservice is simply amazing!!!

May 22, 2018
5/5
Overall

5 / 5
Ease of Use

5 / 5
Features & Functionality

5 / 5
Customer Support

5 / 5
Value for Money
Likelihood to Recommend: 10.0/10 Not
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Pros: I love the user interface and it's ease of use. When I work on tickets I want to quickly manage them and the Freshservice interface allows me to do everything in one place.

Cons: I honestly dont have any dislikes. It is leaps and bounds better than the previous system we used. We used Sysaid previously and the interface was not intuitive or easy.

Overall: Ease of use... My time is limited and I dont want to spend much time managing tickets. Freshservice makes it easy for me to do everything in one place.

Capterra loader

Administrator and support agent

Feb 08, 2018
4/5
Overall

4 / 5
Ease of Use

3 / 5
Features & Functionality

4 / 5
Customer Support

5 / 5
Value for Money

Pros: Freshservice is easy to admin and offers you the possibility to start in a very short time, then improve the functionalities day by day.

The new web interface is fresh and easy to use both for administrators and End users.

Cons: Content search doesn't support very much while you're looking for a topic managed in a previous case. Also, multilingual support in field names and picklist values would be appreciated if you've multilingual end users

Capterra loader

Easy out of the box service desk, the team picked it up really quickly, setup support was great

Mar 06, 2018
5/5
Overall

5 / 5
Ease of Use

4 / 5
Features & Functionality

5 / 5
Customer Support

5 / 5
Value for Money
Likelihood to Recommend: 8.0/10 Not
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Pros: It's simple, easy to setup, customise, and use.

We didn't need a team to complete setup it was done by 2 of us over a 2 week period before going live.

Some of the features we haven't even gotten round to trying yet, that's how rich an experience it is.

New features are added via a road map and the user base has lots of input into what's next. The automation workflow system looks like it will increase our use even further.

Cons: Reporting, whilst it's got advanced reporting, some of it is a bit limiting, and I know the team are working hard to get better reporting out, and I believe they will.

I'd say try the demo and be certain you can live with reporting as it is. Then when it gets better, that's a huge bonus.

Overall: An improved customer experience !

Flexible, always improving and amazing value.

Mar 29, 2018
5/5
Overall

5 / 5
Ease of Use

5 / 5
Features & Functionality

5 / 5
Customer Support

5 / 5
Value for Money
Likelihood to Recommend: 10.0/10 Not
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Pros: We looked high and low for a great SaaS help desk solution and most products were old on-premises solutions that had just been refit into a web browser. It won't take long for you to appreciate that Freshservice was born in the cloud and the steady stream of updates and improvements will satisfy needs before you knew you had them.

Cons: Honestly, I have no complaints, I have put in several feature suggestions and they ended up in the software in pretty short order.

Overall: Modern help desk software with direct links to inventory, knowledge base and task management. Great integration with G Suite, Slack and other services.

Easy to use from an end user point of view, new features always being added

Mar 26, 2018
5/5
Overall

4 / 5
Ease of Use

4 / 5
Features & Functionality

5 / 5
Customer Support

4 / 5
Value for Money
Likelihood to Recommend: 9.0/10 Not
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Pros: New features, easy for end users to use so they use it a lot rather than walking up. Gives users different ways to log calls to encourage them to use it.

Cons: Find reporting difficult to manipulate to get the data off I need but there are ways round this. Can't delete some of the standard forms which we don't need to use

Overall: Ease of managing the service desk, can track calls and ensure agents are keeping up to date. Scheduling tasks makes routine work easy to manage

We love using Freshservice. Our employees and our clients find it very easy to use and navigate.

Mar 27, 2018
5/5
Overall

4 / 5
Ease of Use

3 / 5
Features & Functionality

4 / 5
Customer Support

5 / 5
Value for Money
Likelihood to Recommend: 8.0/10 Not
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Pros: The ability to communicate easily with clients in a clean and simple interface is awesome! I love the satisfaction report that the client receives, so I'm able to see how we're doing at the click of a button. The reports are customizable and easy to read, so we always have an eye on things.

Cons: The search functionality, and the company/client database is very difficult to search and maintain.

Overall: True customer/vendor interaction.

Very easy to setup and start working.

Apr 13, 2018
5/5
Overall

5 / 5
Ease of Use

4 / 5
Features & Functionality

5 / 5
Customer Support

3 / 5
Value for Money

Pros: Easy to setup, easy to use, pretty configurable. The users submitting support requests really like the system, it's feedback etc...

Cons: In addition to tracking support time against a department we were looking to use it as a current/future task/project tracking system, but it didn't have enough configuration/flexibility to do what we needed. We were hoping we could stretch it's functionality, but we couldn't get what we needed.

Modern easy to use Software that works.

Mar 25, 2018
4/5
Overall

4 / 5
Ease of Use

4 / 5
Features & Functionality

5 / 5
Customer Support

4 / 5
Value for Money

Pros: The clean interface. The responsiveness. Ease of use. Remote access through an App.

The email based communication with the Customer.

Cons: Lack of being able to choose from a colour scheme ( theme) . CSS was designed to do just that and there should be some colour schemes available to choose from . no need to personally adjust just some out of the box themes. I would personally like one with a darker theme or better contrast ,

Great, easy-to-use and complete IT service desk solution

Apr 03, 2018
5/5
Overall

5 / 5
Ease of Use

5 / 5
Features & Functionality

5 / 5
Customer Support

5 / 5
Value for Money

Pros: Freshservice is very easy to set up and get started. It has a smart and modern user interface that really makes it fun to use. You can start small and only use parts of it and extend the usage to other features as your requirements grow. You get great value for your money.

Cons: The project management part in Freshservice is okay for small companies, but lacks a few features you need when managing bigger projects.

Freshservice Helpdesk is very easy to use and navigate. Great Value!!!!

Mar 26, 2018
5/5
Overall

5 / 5
Ease of Use

5 / 5
Features & Functionality

5 / 5
Customer Support

5 / 5
Value for Money
Likelihood to Recommend: 10.0/10 Not
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Pros: Ease of ticket entry and review, Asset inventory and ease of recurring tickets. Freshservice has mad it extremely easy to house a Help desk environment within the organization. The ticket history and ability to have FAQ make tracking and common issue help an ease for the end user.

Cons: there are no "cons" I can report on. If I were forced to report on a "con" it would be the reporting of time spent on tickets in the system could be a little more robust. I would have to honestly say there are no real "cons" with this product.

Overall: Asset inventory, issue tracking and reporting

user friendly for everyone (admin, support agents, requesters)

Apr 04, 2018
4/5
Overall

5 / 5
Ease of Use

3 / 5
Features & Functionality

2 / 5
Customer Support

4 / 5
Value for Money
Likelihood to Recommend: 6.0/10 Not
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Pros: Quick and easy.

Easy to set up and to maintain, adaptable.

Pages load immediately.

Over a year, the portal was out of service only twice and for less than 5 minutes.

Cons: Don't ask too much. There are many improvements to do and I don't feel that feature requests are really taken into account.

The customer support takes months to solve some issues.

Some "upgrades" make a mess in features we were happy with.

Overall: The software we used before was dated, complicated, slow, and we couldn't customize it ourselves. We improved our user experience, service catalog, employee on-boarding process, the daily admin tasks...

Capterra loader

Great solution for IT teams. We have everything covered in one platform. From incidents to assets!

Feb 26, 2018
5/5
Overall

5 / 5
Ease of Use

4 / 5
Features & Functionality

5 / 5
Customer Support

4 / 5
Value for Money
Likelihood to Recommend: 10.0/10 Not
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Pros: The mobile app. I can track my tickets and my team tickets on the go, saving a lot of time. Also, we can check incidents' replies for a better customer experience.

Cons: Keep the iOS app updated at the same time than the Android app. Multiplatform experience is better when every platform are up and running with all the features available.

Overall: This software helped us to organize and centralize our IT Operations in one platform.

Great Helpdesk Software for a budding IT Department

Mar 26, 2018
5/5
Overall

5 / 5
Ease of Use

5 / 5
Features & Functionality

5 / 5
Customer Support

5 / 5
Value for Money
Likelihood to Recommend: 10.0/10 Not
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Pros: The application is easy to use and has always been available. We are using the free version so we do not have all of the features. The ticketing and reporting features work for our needs. The phone app is invaluable for traveling techs.

Cons: None that I can think of. It has worked well for what we use it for. We are currently using the free version and will most likely purchase the full version it is working so well for us.

Overall: The software keeps us organized in our IT support rolls and helps us meet our objectives. The reporting is useful for reporting metrics to upper management.

Used Freshservice at previous job. Implementing at new job. Greatly improves IT-user interactions.

Apr 16, 2018
5/5
Overall

5 / 5
Ease of Use

5 / 5
Features & Functionality

5 / 5
Customer Support

5 / 5
Value for Money

Pros: Customizable fields

Automation of ticket handling and responses

Integrations with AD and email

The customer portal

The CMDB

Cons: The amount of configuration required (although that's part of what makes Freshservice work so well).

In some cases, the documentation for configuring a certain aspect doesn't go into deep enough detail, so we have to use a little trial and error to get things set right.