2020-09-30T08:03:30Z
Miriam Tover - PeerSpot reviewer
Service Delivery Manager at PeerSpot (formerly IT Central Station)
  • 0
  • 34

What needs improvement with Freshservice?

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?

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

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

Search for a product comparison
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

Sometimes, the billing process is an absolute nightmare. That's really frustrating. If you have a straightforward contract and don't need to make changes, it is fine, but if you need to make any changes, it'll take months. The other piece is that sometimes, they will push out updates without telling you they're doing updates, or they'll just have it as a notification. If you don't go and actively check, you just won't even know it is pushed out. You have to stay on top of it. You can't pick the version you're on. Everybody is on the same version, which is great and makes being an admin and working on the platform a much more consistent experience. For the most part, it is all pretty much the same. As compared to the Freshdesk knowledge base, it needs work. You can't save knowledge-based templates, which is a little bit ridiculous. For example, you can't have article templates in there. These are IT people. They're not thinking about formatting. We've got to do that for them. Some of the ways that tasks are reported on and shown can be better. You can't see tasks in your regular ticket list view. You can't see a combo view of tasks and tickets. It is a little bit difficult to get a solid overview of your list of things to do. You can only see them in separate views, instead of one single view. There should be the ability to add screenshots into a service request without having to download and attach them because that can be really frustrating for users. You can do that in the incident version, but you can't put a screenshot in a service request, which is frustrating. The users certainly don't want to take a screenshot, save it to their computer, and then attach it just to submit the ticket. They could just print the screen. I would like to see further integrated analytics, which is something that's on their radar. I would also like them to bring back some of the different metrics that they got rid of. I know that's on their radar too, and they're working on it. The unified bot builder is also on their radar. There is so much stuff that I know is already getting ready for deployment in the next year. The vendor-provided training material has some room for improvement. We disabled the incidents in our portals, and the customizability of all that has also been awesome, but beyond that, it would be good if I could see how a service request goes from end to end instead of being a whole lot of things. Their support could also be better. We have had some long-drawn-out and unnecessary experiences because of their support.

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

Their analytics need improvement. Some of their integration could be better as well. Maybe this might be new in some of their newer versions. However, the chat should be an inherent part and shouldn't be a separate module. The way they run their service portal, it would be nice if you didn't require users to log in. If they could go to a login agnostic model and be able to, using AI, auto triage and recognize if somebody submitted a ticket before, they should be able to do that in an automated fashion. They shouldn't force users to log in anymore.

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

There are some limitations in reporting. For example, I would like to have a report of conversations or replies. I have discussed the improvements with them, and they are working on them. They will update it for my request in the next release. I'm waiting for that. There is a limitation in the profile field, which is required for our business. For example, if I need to add another manager for financial approval, there is no look-up field under profile.

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

This product is very good for small and mid-level markets. However, I'm not sure about the enterprise level. I'm not sure about expanding to a 100,000 to 200,000 user base or more. We'd like to see a CMDB, a Configuration Management Database, in the future.

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 analytics could be better. We would like better visualization of items and KPIs, et cetera. The licensing could be better.

Learn what your peers think about Freshservice. Get advice and tips from experienced pros sharing their opinions. Updated: December 2022.
656,862 professionals have used our research since 2012.
Mark Freemantle - PeerSpot reviewer
Head of PMO at University of Utah Hospital
Real User
Top 10
2022-08-19T08:54:09Z
Aug 19, 2022

We did an evaluation of the project functionality. That was a fairly new area they were launching. It was fairly underwhelming, but they were gradually building out this area. That was one area where I felt they still have a long way to go. We did a review of our project management tool internally within the company, and it was one of the choices, but it didn't match up anywhere close to any of the other tools we were considering. It wasn't a good match. On the reporting side, when we were doing reporting, one thing that was a bit of a limitation was when you had a data list containing a list of changes that have occurred for the whole time and you had to fit the list onto a page. If the list went over the page, it would just truncate it at the page. You wouldn't get all your data. So, it didn't work. That was one big stand-out for me. What we tended to do was convert things into a more readable format, and then we had more targeted exception reporting, but it would be nice to have a full list of things that could be automatically generated and that can flow over pages. In terms of additional features, their strategy is quite good in that they incrementally change things. They must be using some sort of agile methodology. They tend to be doing these little releases along the way, and then they say, "Oh, we've got this new feature." I would definitely encourage them in that area. It is working for them. So, on the project side, being able to easily add risks and issues and more complex dependencies were probably the key areas in the project space where I saw that they let themselves down, but it was just a burgeoning area that they were launching into. It was just part of their initial offering. The plans for the future were still fine.

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

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.

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. 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.

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

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.

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

The ability to customize the user interface is a bit lacking, and the reporting is a bit lacking because they're very stringent upon what you can pull reporting-wise within Freshservice. They have a lot of built-in reports that are very nice, but when it comes to customizing these, they just provide you with certain data. When you try to build your own report wizard, you aren't able to go and select some of the data that is shown in some of the reports that come with Freshservice. This is something that we have brought up with our account representative, and we have suggested these as feature updates in the future. We're still waiting on them to go and implement something like that. Their support could be improved. In the user interface of their website, it can be a little bit difficult to navigate to get support.

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

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

Related Questions
it_user434868 - PeerSpot reviewer
Senior Director of Delivery at a tech services company with 51-200 employees
Sep 20, 2022
Hi Everyone, What do you like most about Freshservice? Thanks for sharing your thoughts with the community!
2 out of 13 answers
NP
Network Analyst at a real estate/law firm with 1-10 employees
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.
Cesar Quiroz - PeerSpot reviewer
CIO at Grupo Kasto
Dec 30, 2020
The overall functionality of the product is excellent.
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.
Download Free Report
Download our free Freshservice Report and get advice and tips from experienced pros sharing their opinions. Updated: December 2022.
DOWNLOAD NOW
656,862 professionals have used our research since 2012.