Freshservice

Pros

Cost effective service desk tool loaded with great tools and features.

Cons

Some smaller interface issues. Also, could provide more granular control of custom graphs and data points for dashboards.

Alternatives Considered

Reasons for Choosing Freshservice

Switched From

Reasons for Switching to Freshservice

Pros

Freshservice is innovative and new features and improvements roll out frequently.
Most of the ITSM features are flexible and can be modified to meet the end users' needs.

Cons

Inbuild Reporting and Analytics are complicated and do not always yield the desired results

Alternatives Considered

Reasons for Switching to Freshservice

Pros

Ticket tracking and management is very good; I like the ability to merge tickets.

Cons

The scheduled workflows have been completely non-operational since we have begun using Freshservice.

Alternatives Considered

Reasons for Switching to Freshservice

Pros

Very customizable, support was fantastic and the pricing is good. Development team is still actively pushing out new updates all the time

Cons

Still missing features that would be useful.

Alternatives Considered

Reasons for Choosing Freshservice

Switched From

Reasons for Switching to Freshservice

Pros

Great support team 24/7. Many features that they relevant to an ITSM setup.Always bringing in new features at no extra cost.

Cons

At times they quick to bring in half bcked features. But must say they are always quick to correct to fix any bugs which comes with a new feature.

Pros

Freshservice has lots of features and tools to make managing tickets easy.

Cons

Some small bugs/performance issues have been around since my company has been using them (over a year now)

Pros

Freshservice really streamlines both the end user and IT experience. Even the least advanced users find it easy to submit tickets, and the layout is simple and comprehensible. The leaderboard and achievements features allow IT staff to evenly distribute workload as well as give users an incentive.

Cons

I have no dissatisfaction to report with Freshservice.

Pros

Easy to use and performs basic tasks well

Cons

Not good for inventory management, missing some features

Pros

They had a very solid API that you can access and write a wrapper around to automate ticket handeling.

Cons

Some of the pagination features in the API were limiting and the enterprise addition requiring money for extra seats was expensive at times.

Pros

Really helpful for enabling incident requests and service requests

Cons

Sometime the merging of tickets can be a little confusing

Pros

Intuitive UI. Easy to self-study and self-deploy. Global wide search is very useful as well

Cons

Not enough integration. Can't connect with other systems

Pros

The biggest pro that FreshService brings to our organization is having a single pane of glass for all the information I need. From keeping track of incoming tickets into the system to monitoring important assets, FreshService has made it easy and simple to move into the product.

Cons

I feel that if I name any feature here that I don't like, the next month, they will have an update to make it better. That being said, because they are fast moving forward, that can interfere with workflows or automation you have in place since they introduce new ways to do "X Y Z," but it retires "A B C" in the process.

Pros

API, access control, activity dashboard, activity tracking, speeding up resolution times, improving access to systems, escalation, notifications, streamline service management across all business lines in an enterprise, SLA are the most impactful features and it is very easy to use.

Cons

As an user nothing found bad about freshservice while services are very good and it help us to provide solution at once place for all users. No integration with other business process.

Pros

I really like how everything is organized, there is a logical flow viewing tickets, bugs/problems, Change orders, tasks, and then projects. The main dashboard is customizable so you can have the metrics that are important to you up front. I also love that you can tie the current issue with existing knowledge base articles helping you to solve issues quicker or possibly automate responses. Lastly, the ability to automate processes and workflows have been clutch for us, reducing time and human error.

Cons

During onboarding/setup some of the 3rd party apps that you rely on for integration with systems such as Azure can be difficult. FreshService has still provided top grade support for those but, I can take some time to implement.

Pros

I like that it houses best IT management features
It makes IT ticketing easy
It is very helpful as a help desk

Cons

So far no issues with Fresgservice. It has been really instrumental.

Pros

It is one of the most easiest and user-friendly product I’ve seen on the market. It also works very well for new time employees coming into the IT

Cons

I do wish the reports could be easier to generate. Coming from a system, Lan sweeper with SQL database and reporting.

Pros

easy way to customize for our needs, All needed functions are in place, easy to handle

Cons

a good an helpfull too in my role as a service desk Teamleader.

Pros

Freshservice is very easy to use, both for IT admins and end users. The interface is clean and intuitive, and the documentation is comprehensive. Freshservice has excellent customer support and they respond to issues/queries immediately.

Cons

The customization options can be a bit overwhelming, especially for new users. The reporting engine is bit slow, especially for large datasets.

Pros

Ease of use is the thing i liked most about it. It is very intuitive and easy to use, even for non-technical users.And the ability to include a range of features, including incident management, problem management, change management, and more.

Cons

Sometimes we haveeienced slow loading times with the Freshservice platform, which can be frustrating when trying to manage tickets quickly

Alternatives Considered

Reasons for Switching to Freshservice

Pros

Feature to create ticket for a problem in the system and overall check with all the customers.Customers can create ticket for us to attend easily and help them.

Cons

All the features that i would want in a help desk app is available with Fresh Service.

Pros

It's relatively fresh in design, and the few things like automations (scripted actions, canned responses) are quite helpful. There is also a decent mobile app and integrations with Teams out of the box

Cons

The product overall lacks flexibility in creating workflows, mapping teams and processes; instead, it requires your processes and teams wrap around concepts in the product. It is very chatty, but usually not in relevant way - email notifications carry low signal to noise ratio, as well as Teams notifications.

Pros

Simple layout, easy setup, very functional for support ticketing and tracking.

Cons

While many integrations are available, many don't work as desired or lack key features for full integration / automation of processes.

Pros

I like the look of it. It doesn't feel clunky or outdated at all.

Cons

The labeling is strange for entering different tickets. All in all, not bad.

Pros

Simplicity of use. I am a non techie and I found it easy to use within my organisation

Cons

I don't think there is anything I would like to see added as it would detract from the simplicity of use

Pros

Easy to manage ticket and incidentworkflow automation is easy to create just drag the options and you can use themAttach SLA with business hours

Cons

Support is not so goodcan't approve incident ticket directly