Freshservice Reviews

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. 

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.

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.

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.

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

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.

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.

I've used it since February 2015.

We've had no issues with deployment.

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

It's scaled sufficiently for us.

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

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.

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

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

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.

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.

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.