Freshservice Reviews

We are using Freshservice for customer service.

The most valuable features of Freshservice are the notifications, customization, and flexibility.

Freshservice could improve the integration with Microsoft Outlook.

In a future release, they can improve by integrating the asset management model directly with the Microsft Azure Active Directory of the organization.

I have been using Freshservice for three years.

Freshservice has been highly stable.

The scalability of Freshservice is good.

We have approximately 100 users using this solution in my organization.

I have not used the support from Freshservice.

I have not used another similar solution prior to Freshservice.

We had help from Freshservice for the implementation.

The price of Freshservice could improve, it is expensive.

I rate the price of Freshservice a four out of five.

I rate Freshservice an eight out of ten.

The absolute ease-of-use cannot be matched. 

This product got me an ITIL help desk with a polished and simple knowledge base for my users in less than a day of configuration. Most help desk solutions are really outdated and clunky, or so complex they take a tremendous effort to implement correctly. 

Freshservice was up and running without any expensive project planning, and all that without sacrificing features. It's a fully functional help desk, and then some.

The end user-facing portal with the Solutions Library immediately improved our users' abilities to find their own answers. We were able to embed the widget in our SharePoint environment, allowing users to interact with the help desk from a familiar interface without having to open anything new.

It's still a new product, so there are some areas that are a little frustrating. For example, the titles on catalog requests are so generic that they are completely unhelpful. 

There is also not yet a way to set the due date based in a calculated value from a ticket field. For example, to set a New Employee task as due a day before the Expected Start Date on the request.

We've had no issues with deployment.

We've had no issues with stability.

We've had no issues with scalability.

We extended Freshservice for one of my customers to integrate their business workflow. If the customer needed a new mobile, VM, or something else, they traditionally use a portal, but we have changed that. We designed an extension to manage business demands. In the past year, we've been implementing customization for change management.

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.

I'm not sure if it's on the roadmap, but Freshservice is missing something for the moment. 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. I don't understand.

I've worked with Freshservice for about a year. 

We haven't seen many problems. I'm on a list to be notified of any service outages. It happens maybe once a year, so Freshservice is stable. 

It's difficult to speak about Freshservice's scalability because it's a product built for small customers. It isn't for a large enterprise like a bank or an insurance company. There are no scalability problems. A few of my customers are small companies that handle a massive number of incident tickets with no problem.

Dealing with support was challenging. Their support is based in India, so it's all in English, and I'm not fluent, so it's difficult for me. 

Simplicity is Freshservice's greatest strength and weakness. ServiceNow is more complicated, but it can do everything. Freshservice is limited. It's a local solution, but that can also be a good thing.

I rate Freshservice eight out of 10. I have some advice, but it's not specific to Freshservice. You need to address some issues before starting any big project, like the portal service catalog. It's true for all the products, including ServiceNow, Micro Focus, and the others. 

To provide incident management for external customers and change management services for SaaS implementation.

The tool is an easy, off-the-shelf product which allowed us to decommission our in-house system. It allowed the development team to concentrate on the client’s requirements instead. 

The key feature was the incident management. It recorded and supported most of the client's details.

The reporting and management information (MI) are very limited, and stopped realistic and timely reporting on outstanding incidents.

It's allowed us to have a better management of our processes, including new-employee hires, device management, and equipment loan to customers and prospects.

The most valuable aspect of the solution is the user experience. Indeed, it's pretty simple to use, mobile-friendly, and nicer than many helpdesk solutions.

Moreover, agents and requesters can use the Freshservice iOS/Android app to interact with Freshservice and to follow their tickets and service requests.

We would like to have chat as a support channel in order to enjoy the same benefit of real-time support that Freshdesk has.

The stability is good and just as it should be. We haven't had any issues with instability.

There have been no issues scaling it for our needs.

Freshservice support is very reactive and helpful when we have a question or issue. Technical support is totally free as soon as you are a customer, even as a free one.

The deployment of the solution was very quick and easy. Once we set our ticket form and support channels, we were ready to start using Freshservice. So the initial setup was very straightforward and simple.

We deployed Freshservice ourselves. My advice is pretty simple: take a look at the documentation.

It's hard to calculate a ROI as we didn't have a solution before, but at least we don't host a server on our own, thus no maintenance is required.

We chose Freshservice for its nice interface and its ease of deployment.

Depending on the size of the project (number of licenses and countries), you should contact a local partner to help you deploy the solution.