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

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

Our business enjoyed the organization of the setup and how easy it was to find everything we needed. We used the Purchase Order system the most.

Cons

The one thing that turned us away was its priceThe main reason we decided not to continue using their service was the price. As a small business, the cost they were asking for was higher than we could fit into our budget, especially for purchase orders. Once the trial period ended, we stopped using their service.. As a small business, they were asking for a price higher than we could add to the budget to use it, mainly for purchase orders. As soon as the trial ended, we no longer used them.

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

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

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

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

The ease of deployment for Freshservice was great. We were quickly up and running and the automation features are really good. They have recently also improved the AI capabilities which is good to see and constantly seem to improve the product.

Cons

Reporting can be complicated. We had issues with line managers trying to create their own reports and then questioning the results as the criteria can be complex to understand. They have inbuild basic reports and these are OK

Alternatives Considered

Reasons for Choosing Freshservice

Switched From

Reasons for Switching to Freshservice

Pros

The best thing about Freshservice is how simple and straightforward it is to use, both for end users and for the system administrator. Even first-time users will have no trouble grasping and implementing workflows because to the intuitive nature of the UI.

Cons

Since I use Freshservice on a daily basis for both my job and my company, and since it is so intuitive and simple to operate, I really can't think of anything bad to say about it.

Pros

It had an app which was used to support the main product.

Cons

It was not widely recognised by other staff as being our main use.

Pros

It is easy to use and i like the workflow automator

Cons

Only indian support not able to understand them good

Alternatives Considered

Reasons for Choosing Freshservice

Switched From

Pros

Freshservice has been a game-changer for our organization. The service catalog and user-friendly interface has allowed our employees to improve their productivity over the past 2+ years we have had the system implemented. The customizable forms and workflow has allowed our IT department to streamline processes and improve efficiency.

Cons

I wish the reporting capabilities were more customizable. There have been a few situations where I reached out to Frehservice for support on reports I needed but found the reports were not possible. The freshservice support team told me my reporting needs would be added to the list of potential "future enhancements'.

Alternatives Considered

Reasons for Choosing Freshservice

Reasons for Switching to Freshservice

Pros

The way it can be used to report on bottlenecks and problem areas as well and programmed to tackle them is a game changer. It's great but you do have to know what changes impact others and I think it could be made more clear even for those with experience it wouldn't hurt and for those learning it would speed up the learning curve a lot.

Cons

Inconsistencies in user interface. Menus and options and ways of changing things differs on newer or older modules. Also the Employee Onboarding is great but a pain to adjust if you wish to change the Stakeholder order and initiators. Also linking to AD groups for requesters and agents would be ideal.

Alternatives Considered

Reasons for Choosing Freshservice

Switched From

Reasons for Switching to Freshservice

Pros

The capabilities of this ticketing solution are incredible.
Freshservice is easy to use and flexible.

Cons

I do not have dislikes for Freshservice.
Freshservice works so well for us.

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 the ease of use of the system and that we can have asset management, knowledgebase, and incident management all tied together.

Cons

We have had issues with some of the integration pieces, but have sorted most of them out with Freshservice support. We still have a couple of issues we are working out, but overall we have been pleased with support services.

Pros

Freshservice is how we submit requests for assistance to our IT department. It is extremely user friendly, and the department was able to create solutions that employees could search (like FAQ's) to troubleshoot their own issues prior to submitting a ticket. Once a ticket has been submitted, the IT employee receives an email and is able to respond via that email, shortening response time. Tickets are also able to be sorted/filtered easily, making everything feel organized. Personally, I always dread having to bother IT as I'm sure they are kept busy, so I was grateful the process seemed streamlined for them (from a non-IT perspective.)

Cons

Luckily, I have not yet had many issues requiring me to submit IT tickets, so cannot say I have experienced a negative.

Pros

Really helpful for enabling incident requests and service requests

Cons

Sometime the merging of tickets can be a little confusing

Pros

Easy UI. It is intuitive for first time users. Creation of Projects and umbrella ticket is another feature I like a lot.

Cons

Notification can be improved. So far emails are the only way I get notified. If we can add a ping to MS Teams it would great.

Pros

Ticket System workflow is the best to use.

Cons

it is a learning curve to use the workflow

Alternatives Considered

Reasons for Switching to Freshservice

Pros

The portal is easy to navigateSelf service portal is greatIntegrations: slack integration is super usefulWhitelabel feature is nice

Cons

As an EndUser, not too much to report. Didn’t need any training to use which is good

Pros

The features it offers are excellent. We can manage our Service Catalog, interface with Active Directory, manage Asset Inventory, and now we're utilizing a project management application. The ticketing procedure is very simple to use.

Cons

the limitations imposed on portal design in addition to the demand for HTML code expertise. I haven't been able to find out if it's feasible for us to have parent portal sites with kid pages, and creating these pages will require coding expertise.

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

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

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.