Freshservice Reviews

We're primarily using the solution for incident management. We use it for ticketing for end-users. We are using also all the functionality around change management, release management, and this year we implement project management and software license management. We also make use of the analytics.

The analytics are very good.

The solution offers very nice incident management.

The overall functionality of the product is excellent.

The change management is helpful. They have an agent that we installed in every single asset. We have the inventory for all assets automatically.

Contract management is very valuable for us as an IT department, as we have the information for every single computer across the company.  

We are starting to use the project management aspects right now. We have different projects and we have all information in the same solution, in the same place. It makes everything more centralized and easier to access. 

The user interface is very nice and the solution is easy to use. You don't need to be an expert in order to navigate around and use the product. You don't need to read a lot of manuals in order to figure everything out. It's pretty intuitive.

While we're just starting with project management, I foresee some limitations with it two or three years down the line. The functionality we will likely need just isn't there right now. It's still very, very basic in terms of the offering.

For example, measuring progress can be tricky. If you finish the sub-tasks and not the main task, it doesn't calculate the project's progress correctly.

It would be nice if there were some standard KPIs around, for example, performance or support. It would help with budgeting.

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.

We started using the solution 36 months ago. It's probably been close to three years.

The stability of the solution is quite good. We don't have crashes. It doesn't freeze. there aren't bugs or glitches. It's reliable.

The scalability is okay. However, if you have more than 100 or 200 agents how the performance will be.

We had started with five, then with 10, then with 15 and now we have 20 or more. We don't need to report or to ask that they increase the capacity planning or anything of that nature. It was very transparent and so far very easy for us to scale up.

We may increase usage in the future.

Technical support has been very good. Their response times are very fast - faster than other competitors. We haven't really had any big problems with the product at this point. Therefore, we haven't really used them that much. However, we are quite satisfied with the level of service they provide.

While I haven't used a different solution at this particular company, I have used other solutions in the past, such as BMC and ServiceNow.

Freshservice is more stable and easier to use. It's also less expensive. It may not e as big as other offerings, however, for small and medium-sized organizations, it's quite good.

The initial setup is pretty straightforward. It was not overly complex. We didn't run into too many issues.

We constructed everything and handled the setup was in one day. Three days later we had to start with all the functionality and the implementation for the entire company including the change management process, the training, etc. Everything was done in less than one month.

We didn't need a consultant or any type of expert in order to handle the implementation. We handled everything ourselves.

The pricing information is on their website. It's my understanding that their Pro Plan, for example, is around $89/month.

There aren't additional costs on top of this. The price you see on the website is the price they charge and the price you pay.

We're just customers and end-users.

I'm not sure of which version of the solution we are using. They recently changed the names of their services. While we were previously using what I believe was called Enterprise, which is now called Pro.

We may continue to use, not just this solution, but other Freshworks options in the future. We've recently asked the company to put together webinars for our company to learn more about their offerings.

I'd recommend this solution. In fact, I already have - to other CIOs. The pricing is very straightforward, and the solution is easy to use. It's not overly technical.

Overall, I would rate the solution at an eight out of ten.

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.

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. 

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. 

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

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. 

The solution is very scalable.

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

Neutral

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. 

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

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

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.

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.

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.

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. 

I have been using this solution for about a year.

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

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.

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. 

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.

The initial setup was pretty straightforward.

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. 

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.

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

Freshservice's best feature is its user-friendliness.

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

I've been using Freshservice for almost two years.

Freshservice's stability is good.

Freshservice's scalability is fine.

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

Neutral

We used a reseller team. 

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

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

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

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 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. 

I have been using Freshservice for a short time.

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.

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.

I have previously used ServiceNow.

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.

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.

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.