Infrastructure Architect -Application Dynamics at Kyndryl
Real User
Top 5
Intuitive, easy to implement, and offers helpful support
Pros and Cons
  • "You can just register and within five to minute minutes, you are ready to go."
  • "We'd like to see a CMDB, a Configuration Management Database, in the future."

What is our primary use case?

At my previous organization, we had an alliance partnership with Freshservice. Part of that alliance involved me implementing Freshservice for North American and Europe clients. Freshservice is an ITSM product. The PLC would be done by the thresholds and as part of the alliance, and we would implement the Freshservice ITSM solution for the clients. It's completely based on the customer requirements, which modules need to be implemented. We will do the data collection, the requirement gathering, et cetera, and we will do the solution and implementation for the Freshservice to cater to the client's needs. As part of this, we'll do the infra, we'll do automation, orchestration, and everything as part of this integration with multiple sources. We'll do the portfolio management.

What is most valuable?

We like that the product is a SaaS-based service. You can just register and within five to minute minutes, you are ready to go.

It's very intuitive. It's not complex or anything. Anyone with some IT knowledge, IT service management knowledge, can just spin up an instance within the cloud and register for an instance. He can just go through configurations very easily. 

Maximum, within a week, if you have a basic ITL, if you have good technical instance, you can spin up an instance with a basic idea of some incident management for these catalogs.

The product itself comes at 60% to 70% configuration. It's already done for you. Out of the box, there are around 40 plus service catalogs available. You simply need to customize your requirements. The product is loaded with all the features you need.

At the moment, they are adding a lot of functionality to the product. It is beginning to mature. 

What needs improvement?

This product is very good for small and mid-level markets. However, I'm not sure about the enterprise level. I'm not sure about expanding to a 100,000 to 200,000 user base or more. 

We'd like to see a CMDB, a Configuration Management Database, in the future. 

For how long have I used the solution?

I used the solution about six months ago at my previous company.

Buyer's Guide
Freshservice
March 2024
Learn what your peers think about Freshservice. Get advice and tips from experienced pros sharing their opinions. Updated: March 2024.
765,386 professionals have used our research since 2012.

What do I think about the stability of the solution?

The solution is in the cloud and very stable. there are no bugs or glitches. 

What do I think about the scalability of the solution?

The scalability may be limited. I'm not sure it can handle enterprise-level deployments. 

I've done implementations for up to 2,000 users. 

The users are unlimited. The licensing is based on how many agents and end users you have; there is no limit.

There will be a team managing the tickets. They are mainly on the service desk or customer support. As an end user, you will be raising a ticket and I'll be looking at the ticket. If I need to log into the system and look at the ticket, I need a license. It's based on that agent licensing.

How are customer service and support?

Once you log into an instance, there is always chat support available. You can also email them. they are very easy to get a hold of. 

How would you rate customer service and support?

Neutral

How was the initial setup?

The initial setup is very easy. It's a SaaS product. You just sign up and get going within ten to 15 minutes. 

What's my experience with pricing, setup cost, and licensing?

The licensing is based on how many agents you have or need to manage tickets.

The licensing can be based on a monthly or yearly renewal.

Different payment options are available.

The pricing is available on their website. The pricing plans and everything is available. The cost is completely based on which plan you choose, as there are around four categories. The cost is completely based on the features the company must have.

What other advice do I have?

I was a customer and end-user.

It's a SaaS product. The product is continuously evolving and growing, although I'm not sure how well it would benefit an enterprise-level organization. However, in general, it's good. It's a really agile platform. 

We cater to small and medium-sized clients, and this solution is perfect for us.

I'd rate the solution eight out of ten.

Which deployment model are you using for this solution?

Public Cloud

If public cloud, private cloud, or hybrid cloud, which cloud provider do you use?

Amazon Web Services (AWS)
Disclosure: My company has a business relationship with this vendor other than being a customer: customer/partner
PeerSpot user
IT Project Team Leader
Real User
Top 20
Helpful support, good reporting, and an easy setup
Pros and Cons
  • "We found the initial setup to be very simple."
  • "It's hard to interact directly with the users themselves."

What is our primary use case?

We manage all tickets and service requests needed for our company. We started to offer it for IT mainly to manage all requests and ticketing. There are some Oracle-added services like HR that is also integrated, for onboarding and offboarding.

What is most valuable?

The reporting is very good. 

We found the initial setup to be very simple. 

It is stable. 

The solution can scale.

Technical support is helpful. 

What needs improvement?

We are missing the endpoint. If a user asks for an install, we manage the ticket to assign it to someone to resolve it. However, it's hard to interact directly with the users themselves. We'd like something that, for example, could help us manage patches. 

We'd like the enhancement of some reports. That would be ideal. 

We had issues defining the difference between companies and departments. 

For how long have I used the solution?

I've used the solution for about two years or so. 

What do I think about the stability of the solution?

The solution is stable and reliable. There are no bugs or glitches. We can look at the reports to see if there are any services that have been delayed and get to the reason why. Everything is very clear. 

What do I think about the scalability of the solution?

The solution is very scalable.

How are customer service and support?

We've used support in the past and have gotten good feedback and assistance. We are happy with the level of support. 

How would you rate customer service and support?

Neutral

How was the initial setup?

The initial setup was simple. I had a good understanding of how it works and didn't have any issues with deploying it. It was easy to configure the workflows and so on. 

We started by adding the users and syncing their devices to it. We then added the workflows for each company or department. We added any extra services required to augment the full solution.  

The maintenance process is pretty simple. However, some people might have difficulty with the back end. 

What's my experience with pricing, setup cost, and licensing?

I do not deal with the licensing process. I'm not sure of the exact cost of the solution. 

Which other solutions did I evaluate?

We did evaluate Managed Engine. However, we decided to move in a different direction. 

What other advice do I have?

I'm managing the solution. We bought it, and I am with the team that has helped configure it and manage it as an admin. 

I'm working with the latest version of the solution. 

I'd advise potential new users to just learn the tool, and day by day, they will become more comfortable with it. 

I'd rate the solution nine out of ten.

Which deployment model are you using for this solution?

Public Cloud

If public cloud, private cloud, or hybrid cloud, which cloud provider do you use?

Other
Disclosure: I am a real user, and this review is based on my own experience and opinions.
PeerSpot user
Buyer's Guide
Freshservice
March 2024
Learn what your peers think about Freshservice. Get advice and tips from experienced pros sharing their opinions. Updated: March 2024.
765,386 professionals have used our research since 2012.
Senior Helpdesk at a non-profit with 51-200 employees
Real User
Good workflow automation capabilities, great price, and great user-friendliness
Pros and Cons
  • "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."
  • "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."

What is our primary use case?

It is a solution for help desk ticketing, as well as for knowledge base and inventory. We also deploy a fresh service agent that actually goes and gets installed on all of our PCs and any of our computer clients within the organization. That provides Freshservice with inventory information so that we can go and track assets.

I am currently using the most recent version of it. It is cloud-based, so it automatically updates. It is a public cloud, though it is accessed through Okta SAML single sign-on. It is private in that aspect. I have a feeling that their services are on an Amazon Web Services server, but I could be wrong.

How has it helped my organization?

It has greatly improved the process of ticket triaging. In previous organizations I worked with, I know that most of the services that they implemented did have these capabilities, but no one was willing to take on the time and effort to go and implement some of these automations within the service. Because I went and took the time to go and do so, having the ability to just go and have a ticket get created, and then automatically based upon certain criteria in the ticket information, get it routed to the correct person on the staff and to the right department, works wonders. It helps improve the turnaround time. As opposed to what typically would happen in previous organizations where a ticket gets submitted, and it just kind of goes into a general IT unassigned bucket, and you're just kind of waiting upon an internal sort of honor system where technicians are supposed to be looking at the unassigned tickets. When they're free, they are just going ahead and taking it upon themselves to go ahead and work on an issue. They do it based upon the severity or the priority of the user involved, as well as the timeliness of the turnaround time that's being required. That's kind of a flawed system because if people just want to take a rest, they just don't really want to pay attention to the unassigned queue, and then oftentimes, tickets get neglected. You end up possibly missing SLA times, whereas now, because it automatically gets wired to the right people, SLA times are almost always met because there is not this whole game of employees kind of playing chicken as to I don't want to take it and someone else should take it. We are not leaving it to an honor system as to having people take tickets.

What is most valuable?

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.

What needs improvement?

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.

Their support could be improved. In the user interface of their website, it can be a little bit difficult to navigate to get support. 

For how long have I used the solution?

I've been using it for the past almost four years.

What do I think about the stability of the solution?

The only hiccups I've seen are due to having integrated with Okta. We've run into some problems with the Okta integration, but that's because they're different systems, and whenever you're dealing with APIs trying to manage the connection between services, you do run into issues.

What do I think about the scalability of the solution?

Its scalability seems good. We've more than doubled in size since we first implemented it. It has been able to handle that amount of growth. However, reporting and customization of the user interface for your different service catalog forms could be improved. Just the fact that they're not very customizable is a problem for further scalability, but for the price, it is pretty good. 

We have about 300 employees across all departments who use this solution. It is being extensively used at the moment in the organization. Its usage will increase even more with growth in the company. We're constantly adding new employees.

How are customer service and support?

That would actually be another area they can improve because I feel like the ability to go in and contact support is a little bit hidden in the user interface of their website. It can be a little bit difficult to navigate to get support. Once you do get a hold of them, the support reaction time is adequate. It is not the best I've seen, but they do generally respond within a day and a half. I would rate them a six out of 10.

How would you rate customer service and support?

Neutral

How was the initial setup?

It is fairly user-friendly. It is just when you're already kind of dealing with tickets coming in and you're the person in charge of dealing with the tickets and modifying the site and configuring it to where it becomes more useful for you, it gets difficult. That's because there are lots of ways to customize it. To make it as boisterous as what we've done is just time-consuming. You need to find the time to be able to go and utilize all their features. You just can't go and have it right off the bat configured because every organization is going to want to manage these things in a different manner. It's just time-consuming to go and configure all different features.

What about the implementation team?

They kind of just go over different features, and they do offer professional services, which I believe are a bit pricey. I have pretty much been figuring it on my own and reading up on my own to figure out how to do it.

I also take care of its maintenance. Technically, the backend stuff is handled by Freshservice themselves because it is a SaaS-based service. I just kind of handle administration of user accounts as well as the administration of the user interface and some of the different features, but the actual server is somewhere on Amazon. I'm guessing it is an Amazon Web Services server somewhere, and Freshservice is managing it.

What's my experience with pricing, setup cost, and licensing?

Its price is great. Its pricing is supposedly a lot less than ServiceNow and other alternatives.

What other advice do I have?

It is a good solution for the price point. Just don't expect it to be the greatest IT ticketing service that you've ever utilized because customization is lacking and support could be improved, but for user-friendliness, it is pretty good. It has a user-friendly interface.

I would rate it an eight out of 10 because the price is great and user-friendliness is great. They could improve on how customizable it is, but I do understand that it comes with a lower price.

Which deployment model are you using for this solution?

Public Cloud
Disclosure: I am a real user, and this review is based on my own experience and opinions.
PeerSpot user
IT manager at Action Tesa
Real User
Simple to expand, useful reports, and easy implementation process
Pros and Cons
  • "The most valuable feature of Freshservice is you can assign downloaded tickets and the reports are useful."
  • "Freshservice could improve the delegation and workflow management features."

What is our primary use case?

We are using Freshservice as a ticketing system.

What is most valuable?

The most valuable feature of Freshservice is you can assign downloaded tickets and the reports are useful.

What needs improvement?

Freshservice could improve the delegation and workflow management features.

In a feature release, it would be a benefit to have a feature to automatically send a ticket

For how long have I used the solution?

I have been using Freshservice for approximately four years.

What do I think about the stability of the solution?

Freshservice is stable.

What do I think about the scalability of the solution?

The scalability of Freshservice is good. It is easy to expend.

We have seven agents and approximately 700 white-collar employees using it.

Which solution did I use previously and why did I switch?

We did not use another solution prior to Freshservice.

How was the initial setup?

The initial setup of Freshservice is a very easy process. It can be done in minimal time.

What about the implementation team?

Freshservice requires little maintenance. 

What's my experience with pricing, setup cost, and licensing?

Freshservice price is competitive, it is not more than other solutions on the market.

What other advice do I have?

I would recommend this solution to others because it is good and the price is reasonable.

I rate Freshservice a nine out of ten.

Disclosure: I am a real user, and this review is based on my own experience and opinions.
PeerSpot user
Information manager
Real User
Top 20
Stable and user-friendly solution
Pros and Cons
  • "Freshservice's best feature is its user-friendliness."
  • "Freshservice's technical support has issues with delays and translations."

What is our primary use case?

I use Freshservice as an attendant for the internet in the legal department of a real estate company.

What is most valuable?

Freshservice's best feature is its user-friendliness.

What needs improvement?

In the next release, I'd like to see more integration with Microsoft to get more data.

For how long have I used the solution?

I've been using Freshservice for almost two years.

What do I think about the stability of the solution?

Freshservice's stability is good.

What do I think about the scalability of the solution?

Freshservice's scalability is fine.

How are customer service and support?

Freshservice's technical support has issues with delays and translations.

How would you rate customer service and support?

Neutral

What about the implementation team?

We used a reseller team. 

What's my experience with pricing, setup cost, and licensing?

Our licensing fee for Freshservice is $2,500 a year.

What other advice do I have?

I would give Freshservice a rating of eight out of ten.

Which deployment model are you using for this solution?

Public Cloud
Disclosure: I am a real user, and this review is based on my own experience and opinions.
PeerSpot user
Director de Servicios Profesionales at a tech services company with 11-50 employees
Real User
Priced well, many features, and stable
Pros and Cons
  • "What I have seen in Freshservice is there's no room for customization. Which works as an advantage in some cases and it works as a disadvantage in others. If you are someone that starts managing your IT services, it is a great solution, because there's no way to go out away from the direction of the system. You have to follow the process as it was intended for the designers of a solution because there's no room for customization or configuration."
  • "We haven't had any issues with the stability of Freshservice. However, we have had some issues with data imports, we have noticed that large amounts of data can get stuck. This is something that we haven't seen in other solutions."

What is our primary use case?

We have only started the process of certification with Freshservice. We are in a training phase right now.

How has it helped my organization?

We use Freshservice mainly for incident, problem, and change management. We are invested in organizations that have a middle level of maturity in terms of technical information or technology services. It's our primary commercial focus.

What needs improvement?

What I have seen in Freshservice is there's no room for customization. Which works as an advantage in some cases and it works as a disadvantage in others. If you are someone that starts managing your IT services, it is a great solution, because there's no way to go out away from the direction of the system. You have to follow the process as it was intended for the designers of a solution because there's no room for customization or configuration.

They should add some versions of the solution that has a wider possibility of customization, that would be great. Freshservice as it is right now is great for specific segments of the market, but if we think of bigger segments, it's complicated, because usually they have a lot of things that have to be customized and with Freshservice it's not that simple.

Freshservice has limitations in the discovery part of the solution. In order to automate the process of bringing information from your infrastructure to the database of the solution. It has a lot of limitations. For example, it is not as easy to work with Linux servers or Linux computers, as it is to work with a Windows computer. We'd like to see more compatibility with Linux infrastructure in future versions. 

For how long have I used the solution?

I have been using Freshservice for a short time.

What do I think about the stability of the solution?

We haven't had any issues with the stability of Freshservice. However, we have had some issues with data imports, we have noticed that large amounts of data can get stuck. This is something that we haven't seen in other solutions. 

I understand since this is a solution for a different segment in the market, it should work well because you don't have to import a huge amount of data. You usually have to work with small to medium-sized chunks of data and there should be no problem. However, if you're trying to import a huge amount of data, it's is going to get stuck.

What do I think about the scalability of the solution?

On the subscription, we have the possibility of scaling Freshservice to other business processes. If you are working with ITSM and suddenly you have the need to go further with your project managing processes, you can use what the solution already has included, which is project management. However, what I see is, that it is complicated to scale what you already have. For example, if you're working with incident management and you have, a baseline for incident management, and you use most of the features in that baseline. If you try to step up and start including some additional functionality, it's just not going to be possible because of the lack of customization. 

Since you cannot do customizations often in the solution, you are going to have to be able to manage what you have. You're not going to be able to customize or modify things, that might add a little optimization or automation to your incident process management.

We are in the training phase with Freshservice. We have five people who are working as administrators and we are implementing use cases. We're not working directly with the customer, we've been working only in a training space trying to import data. One thing that we are doing is comparing Freshservice a lot with ServiceNow because since we are implementers of ServiceNow, we are comparing Freshservice to ServiceNow in every training exercise that we get. We haven't had any experience with real customers, we are only in the training phase.

Which solution did I use previously and why did I switch?

I have previously used ServiceNow.

What's my experience with pricing, setup cost, and licensing?

One of the key benefits of Freshservice is license management. Asset management has the possibility to keep track of licenses and that's very useful. The price of the solution is very good.

We pay for a license annually.

There are no additional costs to the license. That's one of the advantages that we've observed. There are different versions of the solution, but it's clear what you receive in those versions. You don't have to ask anything else. 

You may have to add integration with other solutions or tools. However, the functionality of the solution is very complete, there is nothing to add. Freshservice is for ITSM, HR, and project management. The other one, which is Freshdesk is for customer service management. That is very clear.

What other advice do I have?

Rating this Freshservice out of ten is complicated because the benefits of the solution depend on the segment of the market you're working on. For the enterprise segment, I would rate Freshservice a seven out of ten but for a smaller segment, I would rate Freshservice a nine out of ten. It depends on the segment that you're working on. 

On an overall general rating, I rate Freshservice an eight out of ten.

Disclosure: I am a real user, and this review is based on my own experience and opinions.
PeerSpot user
Network Analyst at a real estate/law firm with 1-10 employees
Real User
Useful for tracking, merging, and assigning tickets
Pros and Cons
  • "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."
  • "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."

What is our primary use case?

We use it for IT help desk purposes and tracking the inventory. Specifically, we use it to do ticketing for the end users to handle IT requests.

How has it helped my organization?

We are able to track what's going on and export the information. We then do some data visualization in Excel to get the statistics and see the number of tickets and their categories, which provides us more visibility about the things related to the IT help desk and user requests. It also helps us in keeping a track of the assets. For example, a Windows agent can be installed on client workstations to track the assets and check if there is anything strange.

What is most valuable?

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.

What needs improvement?

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. 

For how long have I used the solution?

I have been using this solution for about a year.

What do I think about the stability of the solution?

It is stable. It doesn't have any outage or governance issues.

What do I think about the scalability of the solution?

It can scale well. To scale, you just get more licenses. It doesn't have any limitation on how many requests you can have because the license is based on the technician or the agent. You can expand it if you have expanded your team of agents. It is flexible.

We have around seven people right now. About half of them are for the IT support and half of them are for the operations support.

How are customer service and technical support?

Their technical support is good. Usually, their response time is pretty fast, and they do follow up to make sure that the case is closed. We always get the answers to all of my questions except one time when there was confusion in communication. I asked some questions, but they didn't exactly answer them. I again had to explain the questions. 

Which solution did I use previously and why did I switch?

We have earlier used SpiceWorks for the ticketing system. We switched because we didn't want to maintain the system and do things like hardware and software upgrades. We just wanted to install a system and focus on the usage of the system.

How was the initial setup?

The initial setup was pretty straightforward.

What's my experience with pricing, setup cost, and licensing?

It is good for the price you pay. It has different plans. If you need all features, you need to go for a higher plan. Currently, with the second tier plan, you cannot completely separate the group of agents. So, the agent in each group can see another person's ticket. You also cannot modify the rules based on the viewable, readable stuff and cannot have a custom role in this plan. If you want to do that, you have to go for a higher plan. It works in our case because it doesn't matter if the other group can see our ticket because it doesn't contain anything sensitive. We also didn't need the project or change management features. That's why we didn't go with a higher plan. 

What other advice do I have?

Create a plan and know in advance the ticket types and the categories that you want. Plan the subitems and the hierarchy structures for these identified categories. After you've set it up, if you want to make changes, you would require some kind of workaround to translate one category to another. That's why it is important to make sure that everything is set correctly in the beginning. Apart from that, it's fine. 

They also keep on improving the product. I had provided them some feedback in the past, which they have already implemented. 

I would rate Freshservice a nine out of ten.

Which deployment model are you using for this solution?

Public Cloud
Disclosure: I am a real user, and this review is based on my own experience and opinions.
PeerSpot user
it_user364146 - PeerSpot reviewer
Head of IT Services at a financial services firm with 501-1,000 employees
Vendor
We like the Active Directory authentication and that the portals/screens can be fully re-branded with images and custom colors.

What is most valuable?

It has several valuable features, including:

  • Incident management
  • Web interface for staff with Active Directory authentication/pass-through
  • Portals/screens can be fully re-branded with images and custom colors

How has it helped my organization?

It's allowed us to gain feedback through the system from our staff and has given much better visibility and reporting on incidents and requests throughout our IT team.

What needs improvement?

I'd like to see better reporting on changes and as well as enhancements to the task/time function. It also needs more customizable workflows for user forms.

For how long have I used the solution?

I've used it since February 2015.

What was my experience with deployment of the solution?

We've had no issues with deployment.

What do I think about the stability of the solution?

It's been stable and we've had no issues with instability.

What do I think about the scalability of the solution?

It's scaled sufficiently for us.

How are customer service and technical support?

Technical support is good. I give them 7/10.

Which solution did I use previously and why did I switch?

Hornbill Supportworks was the previous tool. Freshservice was chosen as it is intuitive and easy to use for support staff and customers, allowing for quick adoption.

How was the initial setup?

It was extremely easy to set up. We had it up and running in less than an hour.

What about the implementation team?

We implemented it in-house. Implementation was very straightforward and intuitive.

What was our ROI?

Due to our previous system being so poor, our ROI was effectively immediate as staff could easily log tickets via email, web, or over phone. We've gotten much better feedback from staff on the system, and support staff has been able to easily keep track of tickets.

What's my experience with pricing, setup cost, and licensing?

There are different licensing models, so I'd suggest evaluating first to understand exactly what functionality is required, and then expanding when required. Switching models is simple and immediate.

What other advice do I have?

If you're looking for web-based ticket-management systems, it should be on the evaluation list. Given the setup is so simple, it could be evaluated very quickly from a functionality point-of-view.

Disclosure: I am a real user, and this review is based on my own experience and opinions.
PeerSpot user
Buyer's Guide
Download our free Freshservice Report and get advice and tips from experienced pros sharing their opinions.
Updated: March 2024
Buyer's Guide
Download our free Freshservice Report and get advice and tips from experienced pros sharing their opinions.