TrustRadius Insights for Freshservice are summaries of user sentiment data from TrustRadius reviews and, when necessary, third party data sources.
Pros
Consolidation of Email Tickets: Users have praised the platform for consolidating email tickets in one accessible location, improving efficiency by centralizing communication channels. This consolidation simplifies ticket management and enhances collaboration among team members.
Workflow Automation Capabilities: Reviewers appreciate the workflow automation capabilities which boost productivity and streamline processes, making task management more efficient. The automation features help users save time on repetitive tasks and ensure a smooth workflow across different teams.
Asset Management Feature: The asset management feature is highlighted as beneficial for tracking assets within a single application, providing users with a comprehensive solution for managing resources. This feature enables organizations to keep track of their assets effectively, leading to better inventory control and resource optimization.
Very Good, Works well for us in our small IT Team.
Pros
Tickets
Projects
Cons
AI
Flexabilty
Likelihood to Recommend
It works well well within our small team we can run our projects, New Starters and purchasing all from one place and collaborate with each other in a quick and easy manner.
We are using Freshservice to Integrate with Zoom Phone and Dialpad Telephony. Basically we do Integrations with CRM,ITSM with multiple Cloud Telephony. So Freshservice is one of the ITSM tool we integrated for the customer and as a marketplace application.
Pros
Freshservice makes it super easy for my team to manage IT tickets
Tickets automatically get categorized, prioritized and routed to the right agent.
Easy to use for both agent and user
Cons
More complete API Coverage, especially for automation and CMDB
Better webhook reliability and event filtering
Easier way to create and manage custom Integrations
Likelihood to Recommend
Its one of the most user friendly and Modern ITSM platform out there. great for Organizations looking to simply ticketing, automate workflow.
VU
Verified User
Team Lead in Information Technology (11-50 employees)
We use Freshservice to assign tasks across our teams and to improve collaboration with teams. We then have daily stand ups to discuss what's on the board and figure out what we will work on for that current week and in future weeks. We do usually have many tasks as our team is quite small.
Pros
Clear visual of tickets board
easy to organise and switch between boards
easy to use UI
Cons
it would be nice if you could colour code the tasks
the notes features on tickets seems very simple and unstructured
dark mode for the UI?
Likelihood to Recommend
it is suitable for small teams that need to distribute tasks to team members without making the UI on page look clunky.
a specific scenario is where a manager want to track the progress of a team, they can easily see the ticket information as well as the notes to track progress
We are using Freshservice as our main ticketing tool in the company. This is also integrated to FreshSales which is our CRM tool. Majority of our company's processes from Onboarding to Offboarding is in Freshservice. The integration between Freshsales and Freshservice is an advantage as we are able to automate parts of our processes.
Pros
Integrations to Freshsales
Integration to Freshdesk
Webhooks
Cons
Service catalog
Custom objects
Email integrations
Likelihood to Recommend
Freshservice is a great ITSM tool which can handle majority of the scope of a business. The availability of readily integrated apps is a great plus and makes connections tonother platforms easier and more convenient. Freshservice is also fairly customisable which I believe is a good characteristic of a tool.
We use Freshservice for IT incidents, requests, and changes. HR and training both use it for managing their requests that previously went to unorganized mailboxes.
Pros
A robust support portal that's easily configured by a power user, but also supports developer level customization.
The workflow authoring tool is a very easy drag and drop. For more experienced admins, a robust amount of logic and actions.
Dozens of integrations out of the box, including most all mainstream business software.
Cons
The ability to apply a template to a ticket at any time during the interaction.
Some of the out of the box processes, such as change management, have too many required fields. It makes it harder to implement a simplified change management solution.
The reporting for different functions like HR, IT, and Facilities are too intertwined. It would be helpful to report only in the context of that workspace.
Likelihood to Recommend
Freshservice is well suited for companies looking to implement ticketing / case management across the organization, but only if IT will be using it. Otherwise, I'd recommend Freshdesk.
IT departments that don't function in the ITIL style of incident, request, change, and project management may find it overkill if they are only looking for a simple Help Desk solution.
VU
Verified User
Director in Information Technology (1001-5000 employees)
We use Freshservice both as our main ticketing tool as well as asset management. The Freshservice App on smartphones helps a lot with the asset management because you can scan QR and Barcodes straight from the app and add them. Also for software assets so we know who's responsible for which piece of software. It's very easy to setup a main support desk page and automate tickets and certain actions. In the case that we have questions the engineers at Freshservice are very fast to setup a meeting with them and explain how the service works. Lastly the feature for service requests is very useful for us as a construction company so our construction site admins can make requests easily for onsite support.
Pros
The smartphone app is very well designed and adding assets from there is very easy
If you have questions or support, the support desk is fast to respond and setup a meeting to explain the features
Very customizable and everything can be easily changed with a wizard
Reporting feature does what it needs to do and is not complicated to work with
The overall ticketing system is very good and we have not run into any issues
The whole system is incredibly responsive and does not hang or freeze
Cons
A "set pending until" a certain date feature would be nice, so we can close it after there is no response
Adding an additional module (to purchase) for server monitoring. Like a Pulseway RMM tool
Some kind of task planner with tasks like Microsoft Planner
Likelihood to Recommend
Freshservice is a great all round product with many features. Asset management, Reporting, ticketing, automatization. It was much easier for us using the Freshservice app to scan barcodes for our new devices to get them in the asset management tool, automating certain tasks such as service requests for new devices automatically making a ticket and assigning assets to certain people and getting reports from this afterwards. For a medium to large size company this is great value. For a smaller business there are smaller bundles they provide which are much more affordable in case you do not need all of the features they provide. In summary, lots of features for a snappy, responsive piece of software.
VU
Verified User
Engineer in Information Technology (501-1000 employees)
We are using it as our internal IT Helpdesk for providing solutions, support and a platform for our employees to submit their issues and IT requests. The issues that Freshservice solves for us is to provide a streamlined and easy solution for our employees to have a one-stop shop where they can go when they have any IT related queries.
Pros
Easy to use
Easy to setup
Well integrated with 3rd party solutions
Adaptable to our needs
Cons
Even more customizability
Possibilities to affect what the AI bot can do
A better workflow automator
Likelihood to Recommend
It's good for providing internal support to your colleagues/customers. I think it could improve in how it segregates the data between the different teams and how you connect it between different areas. If it was able to be more customisable it would probably be even more suited for most companies needs
We are using Freshservice as our primary ITSM tool. This helps us manage issues reported by our employees, provide our services, and manage problems and changes on our environment. Freshservice also helps us with Asset management.
Pros
Configuring settings in Freshservice is simple specially on integrating other tools.
It has complete modules for ITSM
The interface and reports are simple yet effective
Support experience is excellent
Cons
Automations need improvement such as being able to run scripts or codes based on an event
The search functionality needs improvement specially on keyword searching. A lot of filters are already available but it lacks flexibility.
Likelihood to Recommend
For small IT teams that are starting out on ITSM, this is a very powerful and cost-effective tool thats give them all the capabilties they need. For big enterprises that have the capacity for heavy customizations, scripting, and advanced integrations, Freshservice may not be the best option.
I work in the american international school, as an IT support specialist. We use it to monitor all tickets and tasks that relate to the IT field in the school. Teacher and other supporting staff are opening tickets through Freshservice and write the problem they have. we see those tickets and assign them to the correct team member to handle the ticket.
Pros
Manage tickets
Sends notification to email
Great interface and easy to understand
Cons
There's no automatic refresh when a new ticket comes in
Need more dashboard features like a donut chart based on differnt tags.
When I leave a reply and choose set to resolved it never works and always sets to in progress
Likelihood to Recommend
Let's say a teacher need help with a printer that doesnt print. he opens up a ticket on Freshservice and it comes to us, I see what his issue, his name, any details he added, and I go and fix the problem. Lets say i didnt manage to fix it, i can leave a note on the ticket, and my friend will see the note. and i can write what i tried to do and then maybe assign it to him and he will try to fix it
VU
Verified User
Technician in Information Technology (201-500 employees)
