Freshservice Reviews: 4.6/5 — Highly Rated

application integration in the software (logmeIn) (google) (Office)

the automatic update of the tickets (oblige to use a google refresh tool)

user incident & IT request

Tickets handling, solutions, asset, approvals tapes,

mange requester, the are no flexibility to create and design request object

Microsot AD,sccm,dns,dhcp,office365,windows, network

The interface is very user-friendly and it is usually very easy to find what we are looking for. They also offer a full API which we have been able to utilize to make custom ticket submitting apps and other custom interactions. The majority of support cases that I have opened with them have been responded to very quickly and often resolved the same day. Another item which I have been happy with is the automation. The ability to categorize and assign tickets without every having to touch them because of set rules has been a major time-saver.

They are extremely slow to adapt and make changes based on the customer community. I have seen many topic in their suggestion box go ignored for a very long time, and these are often features that are found on their competitors and that the community feels is something of a given in what should be included in a help desk software suite.

We were using a very antiquated BMC Track-it! which had some nice features of it's own, but was a stone-age desktop application that was seldom updated and poorly organized. The old system often resulted in forgotten tickets, bad categorization, and inconsistent responses. With Freshservice we have been able to provide a much higher level of customer satisfaction and uniformity in our responses. The automation has allowed us to streamline many of our processes which has allowed us to focus on other areas in our organization.

The mobile app is convenient, especially now that support helped me figure out how to use custom views to see just the tickets with a certain tag. It is easy to set up views on the web, and I like keeping a browser window open on half of my secondary display.

Some features are not intuitive, like how replying via email to tickets works. I did some testing regarding this, and it turns out different affects are applied to the ticket (e.g. adding a private note, posting as a reply, etc.) depending on who is replying via email. I suppose it would make more sense if I read the documentation, but I love services that are easy enough to use that it's usually unnecessary.

We're tracking coworkers' tech issues, keeping records on our asset inventory, and building a knowledge base of articles for our organization. The feature set supports these needs rather well.

FreshService offers a very simple to use, but powerful helpdesk system with an integrated CMDB.

The relationships allowed in the CMDB are not as flexible as I would like, but they are functional. The system probe / agent is not as configurable or as intelligence as I would like. The CMDB could also use a the ability to add generic 'notes' onto assets.

Centralized helpdesk with related CMDB.

One of the best thing I like is change control request.

Not one of the worse thing but notification control is one of dislike part.

Helping customer with better ticketing status

The ease of use. The UI is very simple and easy to navigate.

Lack of project management tools available

Response to client issues are made easy using Freshservice.

Faster turnaround time of email reply and reliable

When replying the Support group does not send screenshots for faster understanding of the resolution

Everything

Relatively easy after some review. The signup takes some time but I use it every day to create tickets for my colleagues to work on as well.

Mention that the trial keeps users at Sprout level. I was under the impression that my use would terminate if I did not choose a package. Sprout works great for us though.

We use freshservice for logging tasks, and small projects. As I work on a different shifts it's a fairly easy way for my Team LEader to communicate tasks to me.

They were able to resolve my issue in a timely manner

It was very loud in the background on the call making it very difficult to here the individual

We just took over Freshservice from another vendor on Friday so we unfortunately have not had a chance to really use it yet.

It is a simple UI that does as advertised. It's hard to really argue with it. It functions perfectly, quickly, and it's hard to beat simplicity wise.

The recent UI update is kind of tryhard-ish. It is simplified even further but I don't like the graphics and minimalism.

We are using Freshservice as a help desk solution for one of our major clients.

Easy to Configure, Support was available when needed.

It was a little to costly when the admin users kept racking up

Great for ITIL environment for small business. Great service desk out of the box

We switched from an in house solution to this and we couldn't be happier with the switch

We are an MSP and I wish we could have portals not just for engineering but for all of our clients as well.

Our biggest issue that we resolved is that previously we were able to close tickets without any kind of notes or time stamps and that was a huge issue for some of our engineers

very easy to use and great usability and ux

the chat tool is terrible ... we prefer olark

track incidents

The interface and features are very impressive. The GUI is easy to navigate and the features are perfect for a helpdesk

I would like to see more Microsoft implementations and cross-platform integrations.

It gives us a nice asset management platform and also the feature to report and sustain projects with scopes.

Since Zendesk is extremely expensive, we went to try out Freshservice. What I like best about Freshservice would be the ability to control workflow at ease. For example, you can create a flow for the ticket to be approved by certain people first before it flows into an inbox. You can do this for knowledgebase article as well. This is something that Zendesk couldn't do. Another feature that I like about Freshservice is its cheaper cost when compared to Zendesk. For the basic functionalities, both Freshservice and Zendesk can do identically the same. However, when it comes to advance feature or user-experience, I believe that Zendesk is better.

There are many things that I dislike about Freshservice. Despite being the first internal ticket management tool, agent cannot still rate the customer satisfaction survey. Moreover, the interface for admin is so hard to use. There are so many icons and some icons perform similar functionalities. The Freshservice community is also not as good as Zendesk, the guided articles are hard to understand. It seems that Freshservice is made for IT company and user rather than for the general public. Lastly, I don't like how the knowledgebase feature and analytics feature are combined into the ticket management system. I think a standalone app will allow the features to provide more functionality. For the analytic feature, there are lots of things that cannot be done when compared to Zendesk. Moreover, I think teaching someone how to use it is going to be a pain due to the poor user-experience/interface.

We explore Freshservice due to the cheaper cost. But, talking about the functionality, I think it is not as good as Zendesk due to what I mentioned above. But, talking about the basic functionality of ticket management, knowledgebase, and analytics, if you can get a cheaper deal than Zendesk, I would go with Freshservice. Basic functionalities are there, advance functionalities, no.

Freshservice was extremely user-friendly from the reporting side.

None! I can only speak to the reporting side of this ticketing system, but for me, I had no issues.

Freshservice was our primary ticketing system. So anytime I needed assistance from the help desk (quite frequently), I would submit a Freshservice ticket.

I like how users can easily create tickets for support.

I dont like how inventory is not really easy to understand and manage.

I am just using for ticket management.Look to expend my knowledge

Canned responses. Notification of realtime updates to tickets. Basic metrics. Ticket routing.

Interface cluttered if you come from ServiceNow. Lots of scrolling with messages - prefer everything on one page like ServiceNow.

Service Desk ticketing.

How easy it is to navigate. Loads of features fast support

Unable to route tickets depending on option selection in a service catalog form. More filters needed when creating a report.

Creating a more efficient escalation process, through the workflow automator I can automatically assign tickets.

It offers some built-in features others lack (inventory, on-boarding workflows). For the basic part of managing a helpdesk, it's pretty good and the price is decent. FS Support is quick to respond and generally helpful when I have questions or problems.

The interface is limited and dated--especially the end user-facing elements. The standard helpdesk web portal looks like it's from the early 2000's. It's still better than most other helpdesk platforms (way better in some regard), but being better than terrible alternatives is a low bar. Even basic customizations to the end user portal (changing text, removing a button) take a lot tinkering with CSS/HTML. There are many integrations available, but they don't always work well. In particular, the Jamf and Slack integrations have been problematic for us and FS support hasn't been able to deliver a fix despite multiple reports. For admins, there is a learning curve to the admin panel. Things are not always laid out in an intuitive, user-friendly manner. Overall, I think FreshService is in need of better user experience managers and product managers. I also really wish it had Okta, LDAP, or G Suite Directory integrations so I could sync requestor departments, job descritpions, etc from G Suite into FS.

We use FreshService for IT helpdesk, KBase, on/off boarding, facilities requests, and finance team questions--basically an all-purpose helpdesk. We also use it a supplementary inventory system (it's not quite good enough to use as the default since it doesn't sync that well to our Jamf instance).

Easy to use Easy to manage (admin) ITIL Web (Not on-prem software) Have Android/iPhone APP

1) We need an CMDB highly integrated with AWS, Azure and GCP and easily to read, manage. Today, AWS integration exists but all the information about IaaS resources are difficult to read it and manage because doesn't integrated with company and contacts data. 2) The customer satisfaction module cloud be more flexible. We need to send personalizated questions. 3) The reports must to be more usability 4) All the tables must be improve the usability 5) Some items could be connected between each other, two SR tickets can't be relationated, same with INC->SR or SR->INC. Sometimes We have different events conected and We don't have any way to connect them 6) Rules in dispatcher, supervisor, observer and scenario automations don't any way to make actions in time tracked or approvals 7) Don't exist a report to know all the approvals 8) The approvals don't see in tickets exports 9) The iPhone app need to be improved 10) Integration with Google drive easily to add files into the tickets

We have a Cloud Support Team and FS is our essential tool This tool facilitates our work and makes better our day Using this We get more time

I love the product - the ability to copy people in, send images, all the options for a great UX

The support responses are slower than I would like - its not that intuitive to use, creating customers portals, I get nervous about giving the wrong customer access to the wrong portal - there isnt an easy way for us to see the UX

we are trying to move away from using email to manage queries - this will drastically improve productivity

The simplicity. The UI is very streamlined, and managing assets and tickets is really easy and flexible.

The only really bad thing is the half-done translations somethimes.

Tracking my IT tasks in a very practical way, saving some time.

Adds onto the already existing features of freshdesk

Some features of freshdesk such as the option to disable certain fields are not an option for freshserivce. They were able to help us with hiding some of the category fields but from time to time it will appear/disappear

A unified place for multiple helpdesks

I like the fact that the Knowledge Base(KB) is easy to setup and use. It has helped our staff find answers to issues that have already been solved. This saves time for the support staff. You can also use the KB for support staff and have the KB article hidden from the general staff. This is a great feature. I also like the assignment of tickets to a group, so when a ticket is created it emails the people listed in that group.

I really don't like that the program does not delete requesters but puts them in a blocked/spam folder. If I wanted to do that I could do it in my email. We should be able to delete users and or the email accounts tied to the requester. I don't like the asset tracking part of the program. It is very cumbersome and not very user-friendly. I had to put in a help ticket to Freshservice to fix a requester problem.

We have been able to get a well working Knowledge Base in place to help with Support. We are able to use Freshservice tickets to track where we need to train other staff members. We can use the reports to show one of our vendors where we are having the most issues with their product.

FreshService offers lots of features other ITIL/ITSM platforms don't: CMDB, forms, automations, incoming/outgoing webhooks. Pricing would be outstanding if the features worked as they should, but very often the platform feels like a beta product.

Ooof, so much... Jamf inventory integration doesn't work and has never worked despite over a year of continuous troubleshooting with support. I know no one who has gotten FS's Jamf integration to work properly. I don't even know why they offer it. The admin panel is a mess, finding what you need often requires google searches. Support is OK to a point, but they tend to yes you to death, but don't follow up when they hit a wall in troubleshooting. Account managers change out every 3-6 months and are not able to affect much change when the product isn't delivering on its promise. Lots of little annoying "why can't I do this simple little thing?" moments: can't re-order articles within a support KBase, no error log for inventory syncs, no G Suite directory sync (just a crappy contact sync, which is not very useful). Typically every update released cuases a new UI goof, which results in an overall lack of progress in getting the product to where it should be.

We manage all IT, Finance, and Office requests via the support portal. The ability to create forms that trigger processes for on-boarding, off-board, data transfers has been the one overwhelmingly useful feature that has kept me from jumping ship. Frankly, I am sick of the shortcoming and actively searching for a more polished alternative.

Ticket tracking, watching ability, notifications, navigating different groups and status. Everything is pretty easy to get to and filter through.

Convoluted to have two different views open at once, can't see tickets owned by other agents. There are a few notifications that leave something to be desired such as service requests not automatically updating the watcher on approval.

Tracking incoming service requests and tickets. Looking back at a users ticket history.

It's online never any outages or down time. Simple help desk ticketing system, tickets can be auto assigned to a group ie accounting@ HR@ techsupport@ etc

I wish this was more ITIL compliant. I wish there was an on premises version of this available. I'd like to be able to archive old tickets say a from last year for example.

Ticketing system that works well. Just send an email a ticket is auto generated to each queue.

Free for the number of computers we were using.

Nothing really. Kind of sucks that some of the useful features were on the paid only side of the ticketing system but it's normal.

We mainly used it as a self-service help desk.