"The overall functionality of the product is excellent."
"The portal is straightforward for the end-user, but that's not the best part of Freshservice. Integration is the part that's interesting because it's easy to set up a process. It's extremely simple to integrate. In one week, you can add change management. It's incredible."
"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."
"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."
"Its ITSM approach is quite useful."
"The most valuable feature of this solution is the incident management module."
"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."
"The product should look at BCM or ServiceNow and see if there are features that would make nice additions. It would help them stay competitive."
"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."
"You can't implement a complicated delivery workflow. We don't have the same problems with incident and change workflows. It's only for delivery workflow. They have a mechanism for modifying your incident or change workflow. There's a visual interface for that, so there's no reason not to have the same function for request management."
"The solution's change management could be better."
"Change management implementation, facility management, and making reservations on assets can be improved."
Earn 20 points
Freshservice is a Cloud-based IT Service Desk and IT Service Management (ITSM) solution that currently serves more than 13000 SMB, mid-market, and enterprise customers worldwide. Freshservice is designed using ITIL best practice to help IT organizations focus on what’s most important - exceptional service delivery and customer satisfaction. Freshservice is part of the Freshworks product family, whose products include Freshdesk Customer Support Software, Freshsales CRM Software, Freshchat Customer Messaging Software etc. - with more than 150000 customers worldwide, including Cisco, Honda, 3M, The Atlantic, and QuizUp.
Freshservice is ranked 15th in Help Desk Software with 4 reviews while TOPdesk is ranked 21st in Help Desk Software with 2 reviews. Freshservice is rated 8.2, while TOPdesk is rated 7.0. The top reviewer of Freshservice writes "Good workflow automation capabilities, great price, and great user-friendliness". On the other hand, the top reviewer of TOPdesk writes "Has some good modules but lacks effective reporting". Freshservice is most compared with ServiceNow, Zendesk Guide, ManageEngine ServiceDesk Plus, SCSM and Clarity SM, whereas TOPdesk is most compared with ServiceNow, JIRA Service Management, Zendesk Guide, BeyondTrust Remote Support and ManageEngine ServiceDesk Plus. See our Freshservice vs. TOPdesk report.
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