Efficiency, Asset Management, and Service Excellence
What do you like best about the product?
As a growing business operating in a fully remote environment, we recognise the importance of having a modern, efficient, and reliable IT service management tool. After evaluating 2-3 options, we chose Freshservice, and it has proven to be a transformative tool in the way we manage IT operations, streamline asset management, and deliver an exceptional service to both internal employees and external customers.
Freshservice has enabled us to drive efficiency across the organisation.
What do you dislike about the product?
Reporting seems a little clunky but gives us what we need right now. It's early days in diving into that aspect of things.
What problems is the product solving and how is that benefiting you?
Freshservice reduces manual effort via the workflow automation feature. It accelerates ticket resolution time with the introduction of Freddy AI who deflects common issues and surfaces knowledge articles. It gives us far more options for employees to contact IT and raise requests in a more formal manner. it consolidates all requests across IT & HR.
We have improved asset monitoring and tracking
A solid choice that is worth considering
What do you like best about the product?
Freshservice is straight forward to use and fairly easy to set up, meaning that you don't need to spend months trying to get usage out of the product. We were using it live within 30 days of purchase.
What do you dislike about the product?
FreshService has some rough edges that I wish were polished out some. The analytics/reporting is a bit clunky.
What problems is the product solving and how is that benefiting you?
We use Freshservice across our global operations, both as an IT service management (ITSM) and IT asset management (ITAM) tool, and as a ticketing system for multiple business departments. For IT, it helps us keep track of incidents, service requests, and assets in one place, making it easier to stay organized and respond quickly. The asset management side is a huge help for tracking hardware, software, and licenses across different locations, especially when it comes to audits and renewals. Other teams like HR, Facilities, and Finance also use Freshservice for handling internal requests. Having everything in one system makes it easier for employees to get the help they need without bouncing between different tools. Plus, the reporting features give us a clear view of service performance across teams. Overall, Freshservice helps keep things running smoothly, improves response times, and makes life easier for both our IT team and other departments.
A great tool for managing customers and sales
What do you like best about the product?
What I like most about Freshworks is how easy it is to set up and use, with automation that integrates seamlessly with your email and chats.
What do you dislike about the product?
The limited customization for more complex workflows. It’s great for basic needs, but, it can feel restrictive if you have very specific requirements.
What problems is the product solving and how is that benefiting you?
Freshworks solving the problem of juggling too many tasks at once. It automating customer support and follow-ups, so I don’t have to do them manually. It also brings everything—like emails and chats—into one place, making it easier to stay on top of things. This saves me time and helps me run my business more smoothly without getting overwhelmed by the small stuff.
Easy to use with good level of customisation
What do you like best about the product?
Good product support and continuous monthly feature updates
What do you dislike about the product?
Some open action items still haven't been implemented.
Steep learning curve for integration with other products.
What problems is the product solving and how is that benefiting you?
IT Asset management; It has helped us understand underlying service issues with some of our devices to that we can make better decisions when procuring replacements.
Efficient ticket automation with good incident management and service request management
What is our primary use case?
Freshservice is our organization's IT service management solution. We are using it for ITSM. We use Freshservice for incident management, service request management, creating an IT service catalog, automating approval workflows, ticket assignments, and automated responses to users and agents.
We also have change management and automated workflows for change requests. The asset management module is being used by us extensively.
How has it helped my organization?
With Freshservice in place, we have reversed the trend of creating tickets. There is a self-service portal where most users report their issues or raise requests. The ticket gets created, and if it requires approval, it enters the approval workflow automatically and gets assigned to the team after all the approvals have been done. This eliminates the need to chase anybody for approvals.
What is most valuable?
The most valuable aspects of the solution include incident management, service request management, creating an IT service catalog, automating approval workflows, ticket assignments, automated responses to users and agents, change management, and asset management module, which is extensively used.
What needs improvement?
Asset management can definitely be improved because it doesn't pick up every single device on the network or every single piece of information. Some manual information still needs to be entered.
We have also suggested improvements for functionalities such as onboarding and offboarding of employees and creating multiple tickets within a single ticket, which they have said will be considered as feature requests.
For how long have I used the solution?
We have used the solution for three years.
What do I think about the stability of the solution?
Freshservice is quite stable as they host it on AWS. We have not had any major downtimes.
What do I think about the scalability of the solution?
We haven't had any issues with scalability. It's a standard ITSM solution, and every user added to our Active Directory is automatically added to Freshservice as there is a sync happening. Those things are supposed to be scalable.
How are customer service and support?
Their technical support could be improved. There have been times where we have been bounced around for simple issues. However, they have improved over the period of two years.
How would you rate customer service and support?
Which solution did I use previously and why did I switch?
I have experience with other ITSM solutions such as BMC Remedy, ManageEngine, Microsoft Service Manager, however, those were on-premises solutions.
How was the initial setup?
It's a cloud-based solution, so it's not very complex. Once they create the instance for us, we define the fields, fill in drop-downs for locations, categorizations, etc., specific to our organization. Setting up and configuring the workflows is straightforward.
What's my experience with pricing, setup cost, and licensing?
Freshservice is a subscription-based service. We pay a certain amount annually for the number of users, and as users increase, the cost increases. I'm not aware of how this pricing compares to other cloud-based ITSMs.
Which other solutions did I evaluate?
Previously used BMC Remedy, ManageEngine, and Microsoft Service Manager.
What other advice do I have?
Freshservice is very user-friendly and easy to customize. I would give it an eight rating out of ten overall. Based on my experience, I can recommend the product.
Freshservice to track and work on service requests
What do you like best about the product?
We are using Freshservice to integrate and work on service requests both for internal and external teams and easily track the requests and see that it is being handled by the relevant and right team.
What do you dislike about the product?
The user interface can be more professional as well as ease of integration and wider integration option can be benefiecial.
What problems is the product solving and how is that benefiting you?
We are managing the service request of internal and external teams for things like IT related or non IT related like HR or other employee benefits that may be required from time to time by the employees. This integrates very well with other internal tools we use and becomes very efficient overall for the organization.
Process-oriented efficiency and effective ticket automation while eliminating extensive triage
What is our primary use case?
We use the solution primarily for ITSM, but also in the capacity of ESM. It incorporates ITIL elements such as changes, problems, asset management, and ticketing, which is the main concept in use.
How has it helped my organization?
The solution facilitates a transition from an organizational structure that is function-based to a process-oriented approach. This improves efficiency in ticket routing and eliminates the need for extensive triage.
What is most valuable?
The most valuable features include ticket routing, automation in triage, data control, and flat licensing. It allows for customization and offers a broad feature set.
What needs improvement?
I experienced some delay in response time for non-function critical queries. Moreover, there's limited experience with the CMDB or asset management features.
For how long have I used the solution?
We implemented the solution approximately four years ago.
What do I think about the scalability of the solution?
I have not had any real experience scaling with this solution.
How are customer service and support?
The customer service is satisfactory, though there might be delays in response for non-critical issues.
How would you rate customer service and support?
Which solution did I use previously and why did I switch?
We compared this solution with others in terms of feature comparison, licensing, and scalability.
How was the initial setup?
The initial setup is very easy, especially if the external components and organizational structure are pre-defined.
What's my experience with pricing, setup cost, and licensing?
The solution offers flat licensing and appears to be cost-effective.
Which other solutions did I evaluate?
We evaluated Halo and compared it for feature capabilities and customization.
What other advice do I have?
None of my personal information should be published, and my comments should remain anonymous under GDPR regulations.
I'd rate the solution eight out of ten.
The Ideal IT Helpdesk Solution
What do you like best about the product?
There are several best aspects about Feshservice and some of them are below.
1 - User friendly Interface
2- Built in Asset Management
3- SLA Managements
4- Customizable workflows
5- Automation and Workflow Mangements
What do you dislike about the product?
The pricing of the product seems a little expensive and there are limitations for the mobile application which does not have full features as the web version.
What problems is the product solving and how is that benefiting you?
It streamlines the ticketing issues as IT sometimes lost the way tracking their tickets without this tool and help in reduceing response time and ensures relevant team gets directed to the issues.
It also improves the SLA ensuring good customer satisfaction.
Streamlined our IT service management
What do you like best about the product?
- Onboarding and offboarding web forms
- Intuitive interface and automated workflows have reduced our resolution times significantly.
- A significant leader amoungst there competition
- Look a feel is very easy to use.
What do you dislike about the product?
- When requesting for feature, one doesnt hear anything from support after requested. Its as if the request disappears
- When asking for support, you are requested to find an available Calendy slot with an engineer, its usually a day later. Makes it difficult if you need support ASAP.
What problems is the product solving and how is that benefiting you?
- Onboarding and offboarding staff.
- Change Management
- Incident Management
- Release Management
- Inventory and Software management
High level ticketing system
What do you like best about the product?
FreshService has a friendly UI which allows an easy track of tickers and tasks. In addition, the several services included allows to automate several processes. Also, every times I need support, I get fast answers and in case they cannot give me the service by email, a call takes place.
What do you dislike about the product?
When I did a migration process using the Workspace Organizer, some of the items from one workspace to another where not included to automatically migrate, making me involve lots of time into manual implementation. Also, I was negatively surprised about some FreshService management supposedly to test the differces between IT and Business agents and telling me that only a few differences, and I find out several differences.
What problems is the product solving and how is that benefiting you?
Allows a cetralised way to manage, document and assign tickets opened by our employees, ensuring an effective communication and solving.
