Freshservice Reviews

We are using Freshservice for IT service management.

The workflow and the change management process are valuable.

Freshservice automation capabilities are improving the way we respond to a few customers. There is a bit of delay when we must respond to the customer.

I have been using Freshservice for five to six years.

The product is stable. I rate it a nine out of ten.

500-1000 users are using this solution. I rate the solution's scalability a nine out of ten.

Support is quite good.

The initial setup is easy and takes two months to complete. I rate it a ten out of ten.

We have achieved ROI in 12 months.

The solution's pricing is reasonable.

There are different tiers or plans for product selection, so we can simply choose from a list of suitable products. This way, we avoid bundling features we do not necessarily need and do not have to pay for features we will not use.

Freshservice is feasible to implement. A third-party consultant is not necessarily required. The customer service is also quite intuitive and easy to set up. Upon onboarding, the team's productivity increases within three months.

Overall, I rate the solution a nine out of ten.

It's a major lead to work with the IT architecture.

The admin feature is the UI, so it's very clean. The asset management and its model are valuable as well.

Day by day, they keep on adding more features which are making the application very slow. We're we're facing some slowness. For example, the analytics part takes a very long time to load.

The chat portal is not that great. It would be good if they could enhance the chat portal, and give us some options to customize it. 

I have been using Freshservice for three years.

We have faced some stability issues, which were fixed by the actual service team pretty quickly. I rate the stability a seven out of ten. 

It is a scalable solution. Presently, twenty thousand users are using the solution. 

The technical support team is very good. 

Positive

We were using Zendesk, then we evaluated other service desk applications. Freshservice is really easy to use, and it has some of the code features that we wanted, and that is why we chose it.

The initial setup is straightforward. Our main implementation strategy was to kind of move our existing agents and existing users as well as migrate almost four hundred thousand tickets to the platform. First, we created all the different fields. We imported all the users and mapped them to the correct queue. I provided access to the agents in different groups. After that, we migrated our tickets. It took almost two weeks to migrate everything and set up.

The integration was done in-house. 

We have seen a return on investment.

The pricing is reasonable.

I recommend the solution. I rate the overall solution an eight out of ten. 

We are in a broadcast environment, making around 40,000 hours of TV every year. Our primary use case is for responding to tickets where the end user receives telemetry. It's a little different from traditional IT help desks and is geared towards live TV production. Our support engineers work in shifts and this product is also a  way of handing things over from one shift to the next in an efficient way with visibility. We are customers of Freshservice.   

This solution has provided us with a level of ticket traceability that didn't exist previously. We now have statistics and data that tell the story of what our support engineers have been doing. It's improved speed and reliability.

The fact that the solution has an app and you can scan barcodes is amazing. With smartphones, you can asset-tag things, scan them, and then see them on your phone while you're on the move. It's crucial for us because our engineers aren't always sitting at a desk in front of a laptop.

Freshservice is also excellent at searches. We now have an ITV-wide asset database and no longer purchase things that are already on the shelf in another office. It covers all our UK sites, so that if we're searching for a part or for a piece of equipment and it's in another location we can have it sent over to us. 

It would be good to have the product integrated with Google because that's our corporate tool of choice. I'd also like to see a notice board where you can list a summary of the top 10 items being dealt with each day. It's something that would be very helpful.

I believe they're working on a chatbot but we haven't seen that as yet. I'd like it to include a space where questions asked to a chatbot can be self-triaged in terms of support or with the ability to point you towards a knowledge-based article. We've been doing some of that ourselves but it would be good to have it through a chatbot.

I've been using this solution for around six years. 

The solution has performed perfectly for us. The Google search powered engine has always been extremely quick to return results. We've always found it to be very reliable and it's a good fit.

The product is easily scalable with a variety of options. You can get a license immediately if you need an extra agent such as a freelance support engineer. 

The customer support has always been very engaged and they're good at communicating. I appreciate that they let us know if someone is leaving the company or moving to a different department and they introduce the replacement. It's very professional.

Positive

I previously used ServiceNow but I'd say that Freshservice is way more user-friendly. I think it's slightly more competitively priced than ServiceNow as well.

The initial setup was really straightforward. I think we were up and running in a couple of hours or so. We then had to move from an American instance to a European one for our cyber rules, so we rebuilt it for that. We had our own team working with the Freshdesk team to design an asset database, keeping in mind that not all of our equipment, such as cameras, has an IP address. They helped us rework some of the categories and fields of the database to suit our equipment.

We have around 50 to 60 agents using the solution. If you add our interactions with people, it's helping us serve a client base of around 10,000 in the UK. We recently discussed getting additional support engineers to deliver some of the extra load and that will probably increase by about 10 each year. 

The solution doesn't require any maintenance from our end. There are sometimes notifications from Freshworks but it doesn't affect us.

It's difficult to quantify ROI, but the improved efficiency and access to our library and kit list, means we're saving by not buying additional equipment that already exists. It's also saved a lot of time because people are able to respond to tickets and provide a dropdown answer whereas previously responses were by email.

The licensing model we have costs us around $66,000 per year.

Our users like Freshservice and our customers like it too because they know where they stand. We like that we can do some in-house, internal PR around our teams. We can provide metrics about answering tickets within a defined period, and how many tickets were processed in a month. It's very good PR for a support team that is otherwise only seen when there's a problem.

I would recommend testing this solution with your use case. There are a variety of different industries using it; car manufacturers, pharmaceutical companies, and banks. I think we were probably one of the first in the broadcast industry to take it on. If it doesn't immediately stand out as a good fit, the company is very open to developing the solution to fit your business. 

This is a great product and I rate it 10 out of 10. 

For the most part, we're doing some asset management with it. We've got about nine departments that are handling their ticketing requests through it through our service catalog. We use it for workflow building and integrations within as well.

As far as organizing the ticketing between departments and the analytics, we can draw from the different types of tickets that we have across our catalog. 

The analytic aspect of it is fairly good. It's broken down pretty much on an agent-per-agent basis and even within groups as well. 

It's pretty versatile in that regard. 

Depending on the size of your organization, is pretty standard and useful. It's really dependent on the size of your organization. For example, in our use case, we're about 5,000 employees right now, and we've outgrown the product at this point.

The only thing I would have against it right now is that the workflow automation is not as granular as we would like it to be, at least for the size of our organization.

The round robin ticketing feature that they have is not ideal, especially in the cases of, for example, if you have multiple groups and there are similar users in different groups. If the round robin-ing feature is turned on at any point for that user, depending on the workflow automation, the ticketing will just go to that user instead of going to a particular group. It's not as accurate as it should be.

When we have new hires that come in, we have a new hire ticket that comes in from our HR department that comes into the IT department so that we can start preparing the equipment and getting the credentials ready. And then, once we create credentials, we need to send that over to an onboarding department that then provides the credentials to the end user and onboards them the day of.

Now for all those tickets, we're talking about two or three tickets by the time we have to ship equipment. Since we have to ship equipment too during Covid, by the time we have those three tickets created, we need to have one group that encompasses everybody that would be involved in that whole procedure so that we'd be able to all have visibility within those tickets. Otherwise, I can't see HR tickets based on the group rules we have set up. HR can't see our IT tickets. 

There was a level of security in place there. We had to create a group that encompassed everybody. The problem there was that since the IT department has a round robin-ing feature set up so that when tickets come in, they're auto-assigned to us, all the tickets that were created within that group that we created to encompass everybody were just coming directly to us, which didn't make sense.

We had to have the ticket initially come into our team, basically, and then we'd have to reroute the ticket. It was just a whole added process and it just became overly frustrating. That's part of the reason why we're moving away from the platform.

I've been using the solution for about four years now. 

The stability is pretty solid. We've never had major outages or any workflow issues that weren't caused by an administrative error. It's been pretty stable as far as a ticketing platform is concerned.

The solution is scalable. However, it depends on how many users you have within your environment. Right now, we have 4,000 users.

We are planning to move away from the solution and therefore will not increase usage. We're downgrading it pretty much to an archiving feature by year's end.

I've only used them a couple of times. However, in every case that they've helped me out with, they've been very professional, and they've helped me resolve the issues. 

I haven't really had to use them. That's indicative of their service to begin with.

Positive

We were using Jira prior to FreshService. They moved away from it in favor of Freshservice, and now we're moving into ServiceNow.

For Jira, the number of users that we currently had at the time didn't necessitate the number of licenses we were going to need. Now we're at the point where we've got probably about 102 agents within Freshservice and it's not that it's quite costly, however, we need something a little bit more robust at this point.

I wasn't there when they did the initial implementation. They actually implemented it about four months prior to when I started with the company.

That said, for the most part, myself and one other person have been predominantly managing the entire administration of the deployment since. I've mostly been managing it on my own for about a year and a half now.

From what I understand and what I've seen as far as the backend is concerned, it was simply just a matter of tying it in via API with our active directory. We have pretty much an auto-visioning feature that was happening with Active Directory until we implemented Okta as an IDP. We now push the group from AD into Okta, which then provisions into Freshservice.

On the day-to-day management side of things, it's doable under one user. It depends on the need from the business as far as what you're trying to provide, as far as the catalog is concerned. If extensive asset management needs to be done or monitoring needs to be done, that will definitely add to the overhead of management. We don't do the majority of that. Even the asset management we don't even maintain anymore as we're planning on moving out of the solution.

We've noted an ROI as it's served as our go-to platform for the last four years.

As far as keeping track of your requests versus agents are concerned, you definitely get a complete, concise list of all your active users versus disabled and suspended. It's not the most ideal in terms of trying to find a user that's in the table as you would actually have to use their search field on the main platform, and hopefully, you'll get the spelling correct. Otherwise, you'll have a hard time finding the user.

That being said, on the user table, it's broken down by the first letter of their first name. So you'll have, what's it called, links per letter of the alphabet. So if I'm looking for myself, for example, I would have to click E and then go down the list page by page individually to try and find it.

As far as user management is concerned, it's a little bit frustrating from the user management perspective. However, from the ticketing perspective, it's a very solid tool. You'll have previous tickets that you could search through if you're looking for particular issues. It's effortless to find. You could search back through the history of a user's ticketing. The asset management tool is where the ROI is, provided that you're keeping it up to date. Again, the analytics portion of it is pretty solid and they just upgraded as well. Now, it's like a reporting and analytics feature that they have as opposed to just scheduled reports that we would run every now and then.

The price depends on the version you are using. 

Currently, we're not on the full enterprise version. We're on the one right underneath enterprise. It's like a professional pro version that's been grandfathered in from four years ago. I don't think they offer it anymore. We're basically paying about $100 USD per agent per month.

Previously, the company was looking at ServiceNow; however, at the time, the number of users we had in the business didn't justify the cost of the purchase of ServiceNow.

It's a good solution. The reason why we're moving out of it is due to the fact that it can't give us what we need anymore in terms of being granular enough to use multiple services.

At least as far as the workflow automation is concerned, I'd advise new users to try and compartmentalize the workflows as much as they can and not try to add too much into one particular workflow as it just ends up being just a long list of different workflows that are hard to maintain down the line. This is what we realized in the beginning. Then, we started compartmentalizing a little bit more by department, basically.

The asset management needs to be kept up to date fairly frequently, depending on how much equipment you're using and how you're tying it into your users. If it's Macs or Windows, if you have an alternate MDM solution in place to manage your assets, then you wouldn't necessarily need Freshservice to manage assets.

I'd rate the solution eight out of ten.

We use it for receiving internal services provided by IT, HR, VR, facility management fleet, financial affairs, and legal affairs. It is used for any service provided internally by our departments. We have a large number of branches and departments. We have about 40,000 requesters.

We have multiple levels of services. We have central services and geographical or location-based services for the same type of service. For example, in HR, we have a training team. There are some services that are managed or provided by a central L&D team, and there are some services that are handled by the local L&D team. It has reduced the time to look up who is responsible for a service, and it has reduced the time to finalize a service request because it now goes directly to the person who is responsible for the service in that location. So, a service request is handled quickly and directly by the person responsible for it.

Recently, they added custom objects and updated the analytics, which was really helpful. A feature called Business Rules for Forms is helping me to facilitate accessibility for users.

There are some limitations in reporting. For example, I would like to have a report of conversations or replies. I have discussed the improvements with them, and they are working on them. They will update it for my request in the next release. I'm waiting for that.

There is a limitation in the profile field, which is required for our business. For example, if I need to add another manager for financial approval, there is no look-up field under profile.

I have been using it as a requester for five years, and I have been using it as an admin for one year.

It is 80% stable. Some users face issues in Chrome and Firefox. So, we sometimes have to be involved with the users to check.

Our account manager follows up with me week by week. If I need to add a license for an agent, it can be easily done. We have 444 agent users, but we have about 40,000 requesters.

Its usage is intermediate currently. We are planning to increase its usage. We are currently calculating how many users we are looking to add.

Until last June, I was contacting them, but we recently had two visits from the FreshWorks team. They offered to support us directly, and I can WhatsApp them any existing tickets sent to their support. I would rate their technical support a seven out of ten.

Neutral

We didn't use any similar solution previously.

It was complex, but now, it is better. Previously, it was really hard, and I had to change a lot of workflows. With recent updates, especially in 2021, there has been an improvement in the performance, workflow, and number of data updates I need to make.

In terms of administration, I am mainly responsible for updating or changing anything, but the admin who was leading before me is also there for support if I am not available.

In terms of maintenance, some checks are required to see if there is any issue. Sometimes, a user is able to submit a request, but some of the required fields are missing. I receive a list of tickets with no required fields, and then automation or workflow doesn't run. The request doesn't get assigned to any group. I have requested them to update it, and they worked on it for about three months. They fixed it, but after one month, the same issue came back.

Its ROI is good at this cost, but any costs over this will be hard to handle. If they increase that cost, our business may look for another solution. Its cost for us, as an IT department, is fine, but for other businesses, its cost is high. For example, HR has about 250 licenses. That cost will be over their budget.

It is $34 per license, per agent. Currently, we don't see any add-ons at extra fees.

We looked up other solutions briefly. We couldn’t find a solution to cover our needs or our requirements because we are using it for HR and VR.

You have to check all documentation and change logs because this is the core of the upgrade and enhancement in your service desk. That helped to improve my help desk and my services desk teams.

I would rate it a nine out of ten.

We primarily use Freshservice for ticketing, contract management, and asset management.

The solution has been very helpful engineering insights into the client's environment. We have been able to manage calls and incidents very efficiently which provides us with a clear understanding of the system warranty and the actions that we might need to take in terms of insights. The system is very dynamic and prevents any kind of oversights which ensures that there is smooth contract management. 

We can also easily uphold SLAs and deliver enhanced services without breaching any agreements.

I would suggest that Freshservice enhance its technical capabilities, particularly when it comes to ICT network discovery. This will make a significant improvement in their software and these features match SolarWinds. It would include discovering infrastructure elements like switches and wireless devices. This would consolidate functionalities and eliminate the need for additional software and streamline the management process, making Freshservice an all-encompassing solution for both technical and contractual aspects.

I have been using Freshservice officially for almost 4 months due to a management contract. But my acquaintance with the software goes back over a year because my technical team has been using it on the recommendation of my technical manager.

The product is stable as it has not crashed.

The scalability is really appreciated as it has helped us to onboard all our clients in a single platform and manage their cause by streamlining the invoicing processes. It is serving as a valuable tool for generating revenue. The scalability can be rated as a 9 out of 10 because it is always room for improvement. 

The initial setup was a very easy task. You just need to click around a few times and everything will fall into place. The UI is very friendly and it is not at all complicated with the preconfigured settings, making the setup more forward and requiring minimal input. It is a very easy and smooth process. The exact time frame of the deployment is not very sure but according to my technical manager, it does not take very long to set it up. After discussion, he proceeded with the setup in a day which was further configured and customised.

The cost at the current timing is very reasonable but as the product gains popularity, I anticipate it might become expensive. Fortunately my customers have been offered a generous discount making it more affordable for me and satisfying both my needs and customers requirement. 

My advice is for users to clearly understand their requirements before making a purchase, as Freshservice has numerous features, and buying unnecessary ones can be akin to wanting a Ferrari when a regular car would suffice. It's essential to know what is truly needed, given the extensive offerings of Freshservice. As for my overall rating, I'd give it a nine out of ten.

Our company uses the solution to provide service desk assistance to clients. 

One use case is with a client in the insurance industry. Customers who have issues with their insurance send emails for assistance that are routed to us through the solution. We created five support group classifications to address particular insurance issues.

We currently use Azure servers only for connection and to authenticate Office 365 mailboxes. For now, we do not link the solution with Azure's products.

Our company's productivity has improved. 

The solution is very responsive with a 97% success rate in funneling customer tickets. 

A chat bot needs to be added to the portal.

Only one channel is available on the portal for service tickets. We would prefer one channel for tickets and one channel for chat support via a popup that is accessed from smartphones. Other products such as ServiceNow allow two channels. 

The solution has bugs with language translations. For example, our company translated the portal to French but some items remained in English.

I have been using the solution for one year. 

The solution is stable. 

The solution is scalable for users. We currently have 2,000 users and 150 agents who provide service. We utilize PowerShell when creating users and groups because it simplifies the task. 

Scaling to unlock cross-group or other features requires a pack upgrade. 

The technical support staff are responsive and reactive. 

We contacted support when we were having issues with language translation to French. They responded quickly and corrected the bug that was causing some phrases to remain in English. 

I rate support an eight out of ten. 

Positive

We previously used Microsoft's SCSM that is the part of SCCM used for managing tickets. After we were attacked by ransomware, we decided to migrate to the solution. 

The initial setup and implementation are easy. 

It took us a month to create various catalogs of service for our client and fully deploy. 

I installed the solution with assistance from a coworker. 

A team of seven technicians provide ongoing maintenance such as adding users or groups. 

The solution has an annual licensing model.

The standard pack is currently orchestrating 2% of our tenants. Our goal is to use the solution to manage all orchestrations but that requires a bigger budget. 

We also have to upgrade to gain access to cross-group or other features.

Pricing is rated a six out of ten. 

We evaluated the solution, ServiceNow, and a third product. After meeting with a manager at Freshservice, we decided it was the best solution for our needs. 

We purchased the solution's standard pack but it does have limitations. For example, we created five groups to match particular service levels. But, users in group one cannot see group two's tickets unless they are a member of group two. 

This is problematic for our insurance client because tickets for children need to be linked to tickets for parents, even though they are are not in the same service group as individuals. Cross-group features are not available unless we upgrade from the standard pack. 

Environments that require two cloud channels might fare better with ServiceNow. 

The solution is easy to deploy even with no prior experience. The portal is simple to use and customize.

The standard pack provides a good starting place for managing client services. 

I rate the solution a seven out of ten. 

I implemented the solution for a client, and it's used in the typical service management processes, including incident, problem, and change management. It's also used for fleet and facilities management. It has a built-in project management functionality, but that isn't used at the moment. Generally speaking, the out-of-the-box modules are used, with customisation.

It has allowed the client to implement service management processes that didn't previously exist in the business and to have more visibility and control of process tickets.

The most valuable feature is the sandbox, which allows the testing of new configurations, automations, and workflows before puting them live on the production system.

The most significant area for improvement is consistency across the different modules, as they are not intuitive. It makes me think the modules have different development teams with no consistent approach. From an end-user perspective, I can do certain operations in one module, such as incident management, but not in problem management, for example, and I don't see why that should be the case. An example would be the way that bulk actions has been implemented. It would be good to see more consistency in the development process. 

An additional feature could be a new module for test management; it would be good to see a module enabling the creation and management of test scenarios, test scripts, test requirements, and scenarios. The solution doesn't do that out of the box, and though it may be possible to do that with a lot of configuration and workflow customisation, it would be great to see a dedicated test management module.  

I have been using Freshservice for just over a year. 

The tool is highly stable; we've never had any outages or downtime. Freshworks employs a continuous delivery method with Freshservice, so new releases and updates are integrated seamlessly as they are released. There is no impact on the end-users or the agents, so the solution is very stable.

The product is highly scalable. The only barrier is the cost. The more agents, the higher the price, although the more we buy, the cheaper the agents become. As the solution is cloud-based, users access it via URL, which helps make it very scalable.

We have 800 to 900 end-users in total, with 20 or 25 admins.

I've contacted customer support on multiple occasions and there are two main considerations; response time, and quality of the response, with their ability to understand the issue being an important factor in the latter.

The response time is pretty good, as the support system is a live chat. Email is available, but live chat is much easier as it offers a more immediate response. I found their ability to understand the issues quite poor; it took a lot of back and forth. Generally, they couldn't solve the problem and had to take it further to the developers, and I think part of that is that the work I was doing was very detailed and in-depth. I encountered many bugs that an average end-user wouldn't, and many of the issues turned out to be bugs, so the resolution took a long time.

Neutral

The client previously used SysAid and the switch was made because SysAid wasn't flexible enough for the new business processes that were to be implemented.

The initial setup is very straightforward, especially the out-of-the-box configuration. Freshworks provided what they call a transition support specialist to assist us, so the setup was simple.

The deployment was relatively seamless; we configured the solution in an offline state which took about a week and deployed it from there. We shared the URL within the company, and end users accessed it using that. In total, it took one to two weeks for the setup and basic configuration. We did a lot of customisation, workflows, and automation, which took much longer than two weeks.

As the solution is SaaS, it's very light in terms of maintenance; we have two staff with global access to monitor it. One staff member could do that, but we use two for resiliency.

I implemented the solution as a consultant for one of my clients, so it was a mixture of in-house IT resources and vendor assistance.

We see an ROI from the product.

I can't recall exactly how much the licences are, but it is somewhere in the middle compared to the rest of the market. The more licences that are purchased, the cheaper it becomes, and I think the solution offers good value for money.

We ran a procurement exercise that began with online research using review and comparison sites like PeerSpot and Capterra, looking into all the major service management tools against a defined set of business requirements.  Based on our requirements, we shortlisted down to six companies - SysAid, Solarwinds, Freshworks, Hornbill, Halo, and TOPDesk.  We then sent out RFI documentation to the six companies.

For the next stage, we had demos from five of the companies, during which the functionality of each tool was tracked, measured, and scored. We had in-depth discussions regarding the scoring and then we ran trials of Freshservice and Hornbill Service Manager.  Further scoring after the trials resulted in Freshservice scoring the highest, so that's the one we went with.

I would rate the solution a seven out of ten.

The product is excellent out of the box, but there are inconsistencies in how Freshworks implements it. It works great for organisations that don't want to customise and create their own processes. The out-of-the-box processes with minor tweaks will suit most organisations, but it becomes more difficult for those who wish to adapt their own specific business rules and processes. In hindsight, Freshservice isn't the solution we should have chosen, as it's just not customisable enough.

There is plenty of help available for Freshservice; there's a user forum where you can post questions and get responses from other users. There's also a great deal of online documentation, the links provided by Freshworks, which connect you to their knowledge base.  Additionally, there is an immediate customer chat function, so a great deal of support is available for any issues that may arise. I would advise other users to use the resources and do the required reading.