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Freshservice Pros

BJ
Senior Helpdesk at a non-profit with 51-200 employees
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.
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CIO at Grupo Kasto
The overall functionality of the product is excellent.
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NP
Network Analyst at a real estate/law firm with 1-10 employees
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.
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Learn what your peers think about Freshservice. Get advice and tips from experienced pros sharing their opinions. Updated: January 2022.
563,208 professionals have used our research since 2012.
MC
Consultant at a tech services company with 51-200 employees
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.
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Freshservice Cons

BJ
Senior Helpdesk at a non-profit with 51-200 employees
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.
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CIO at Grupo Kasto
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.
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NP
Network Analyst at a real estate/law firm with 1-10 employees
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.
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Learn what your peers think about Freshservice. Get advice and tips from experienced pros sharing their opinions. Updated: January 2022.
563,208 professionals have used our research since 2012.
MC
Consultant at a tech services company with 51-200 employees
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.
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Learn what your peers think about Freshservice. Get advice and tips from experienced pros sharing their opinions. Updated: January 2022.
563,208 professionals have used our research since 2012.