2020-09-30T08:03:30Z
it_user434868 - PeerSpot reviewer
Senior Director of Delivery at a tech services company with 51-200 employees
  • 0
  • 11

What do you like most about Freshservice?

Hi Everyone,

What do you like most about Freshservice?

Thanks for sharing your thoughts with the community!

13
PeerSpot user
13 Answers
RL
Information manager
Real User
Top 20
2022-09-20T22:56:46Z
Sep 20, 2022

Freshservice's best feature is its user-friendliness.

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BW
Business Systems Analyst at a transportation company with 5,001-10,000 employees
Real User
Top 5Leaderboard
2022-09-14T16:40:36Z
Sep 14, 2022

Its ease of use is fantastic. It is just above and beyond, especially when you compare it to something like Cherwell, Salesforce, or anything like that. It is on its own level. It is so easy to administer. The way everything is organized and the way it builds its own documentation is very good.

Curtis Braun - PeerSpot reviewer
Principal Consultant at Advc8 Consulting
Consultant
Top 10
2022-09-12T16:35:20Z
Sep 12, 2022

We really like the Freshchat widget that allows people to engage with our FAQs on any kind of webpage or web property.

Eslam Adel - PeerSpot reviewer
Senior IT Service Delivery Specialist at Toshiba elaraby egypt
Real User
Top 10
2022-09-06T14:14:23Z
Sep 6, 2022

It has reduced the time to look up who is responsible for a service, and it has reduced the time to finalize a service request because it now goes directly to the person who is responsible for the service in that location. So, a service request is handled quickly and directly by the person responsible for it.

RV
Infrastructure Architect -Application Dynamics at Kyndryl
Real User
Top 5
2022-09-02T15:17:05Z
Sep 2, 2022

You can just register and within five to minute minutes, you are ready to go.

ES
IT Project Manager at a computer software company with 10,001+ employees
Real User
Top 20
2022-08-31T14:05:14Z
Aug 31, 2022

The solution has been stable.

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Mark Freemantle - PeerSpot reviewer
Head of PMO at University of Utah Hospital
Real User
Top 10
2022-08-19T08:54:09Z
Aug 19, 2022

It has a very easy, flexible model. You can open up a particular module and work on the next. That's what we did. Overall, it provides a simple way of getting your support teams up and running. That was one thing that I thought was quite easy to do.

TA
Infrastructure Management at a financial services firm with 51-200 employees
Real User
Top 20
2022-08-03T11:29:57Z
Aug 3, 2022

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

JV
Director de Servicios Profesionales at a tech services company with 11-50 employees
Real User
Top 10
2022-02-20T17:23:55Z
Feb 20, 2022

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.

MC
Consultant at a tech services company with 51-200 employees
Real User
Top 20Leaderboard
2021-12-27T20:08:35Z
Dec 27, 2021

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.

BJ
Senior Helpdesk at a non-profit with 51-200 employees
Real User
Top 20
2021-11-04T22:32:34Z
Nov 4, 2021

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.

Cesar Quiroz - PeerSpot reviewer
CIO at Grupo Kasto
Real User
Top 5
2020-12-30T06:22:29Z
Dec 30, 2020

The overall functionality of the product is excellent.

NP
Network Analyst at a real estate/law firm with 1-10 employees
Real User
2020-09-30T08:03:30Z
Sep 30, 2020

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.

Related Questions
Miriam Tover - PeerSpot reviewer
Service Delivery Manager at PeerSpot (formerly IT Central Station)
Sep 20, 2022
Hi, We all know it's really hard to get good pricing and cost information. Please share what you can so you can help your peers.
2 out of 12 answers
NP
Network Analyst at a real estate/law firm with 1-10 employees
Sep 30, 2020
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.
Cesar Quiroz - PeerSpot reviewer
CIO at Grupo Kasto
Dec 30, 2020
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.
Miriam Tover - PeerSpot reviewer
Service Delivery Manager at PeerSpot (formerly IT Central Station)
Sep 20, 2022
Please share with the community what you think needs improvement with Freshservice. What are its weaknesses? What would you like to see changed in a future version?
2 out of 13 answers
NP
Network Analyst at a real estate/law firm with 1-10 employees
Sep 30, 2020
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.
Cesar Quiroz - PeerSpot reviewer
CIO at Grupo Kasto
Dec 30, 2020
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.
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