Freshservice Reviews

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 Most help desk solutions are really outdated and clunky, or so complex they take a tremendous effort to implement correctly.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.