We are using Freshservice for the IT ticketing system for business users.
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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.
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
We have improved asset monitoring and tracking
Very easy aplications
What do you like best about the product?
It´s a great way to work with tickets. Only uses it.
What do you dislike about the product?
The response time in some modules is very slowly.
What problems is the product solving and how is that benefiting you?
Personal incomming, issues with hardware, and more.
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.
An efficient and user-friendly ITSM tool for modern IT management
What do you like best about the product?
Freshservice is incredibly versatile and offers features for almost every need. We use it daily and particularly appreciate how easy it is to integrate existing services and systems thanks to the many available interfaces. Despite the extensive range of features, it remains relatively easy to administer, and the customer support is excellent – fast, competent, and always solution-oriented.
What do you dislike about the product?
A minor drawback is that the initial setup in more complex scenarios requires a bit more time, as some functions or settings can be somewhat hidden. However, this is more of a one-time effort and does not affect long-term usability.
What problems is the product solving and how is that benefiting you?
Freshworks allows us to centrally capture issues from different companies or departments, process them efficiently, and provide traceable solutions. With the extensive analysis and reporting features, we can identify patterns and proactively introduce improvements.
Best in solving the issue with the tickets
What do you like best about the product?
Search according to the tickets. customer support is good
What do you dislike about the product?
All features are good but the access parts should me more smooth
What problems is the product solving and how is that benefiting you?
Solving the issue of software via ticket
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.
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.
Smooth incident management and easy to use while needing better escalation management
What is our primary use case?
What is most valuable?
We use the ticketing system primarily, which is very easy to use for all users. Freshservice is helpful, especially in incident management. Incident management is very helpful, and the system is straightforward, making it easy to use for our enterprise-level company.
What needs improvement?
There is a need for improvement in terms of automatic escalation to the next level if an issue is not resolved. It should optimize and allow customization. Additionally, asset management needs improvement.
For how long have I used the solution?
We have been working with Freshservice for around four years.
What do I think about the stability of the solution?
Stability is rated as a nine out of ten. Freshservice provides a stable environment for our needs.
What do I think about the scalability of the solution?
Freshservice is easy to use for scalability, and I would rate it as a ten out of ten.
How are customer service and support?
We had a good experience with customer service, receiving a positive response from technical support.
How would you rate customer service and support?
Positive
Which solution did I use previously and why did I switch?
The competitors we are aware of are ServiceNow and Zoho.
How was the initial setup?
The setup process is very easy to use for all users. Freshservice provides a simple and easy-to-deploy solution.
What about the implementation team?
Our team is very capable of using the tools, and we do not need an outside consultant for implementation.
Which other solutions did I evaluate?
There are two main competitors - ServiceNow and Zoho.
What other advice do I have?
The overall solution is rated seven out of ten.
I would recommend Freshservice for small and medium businesses as well as enterprise companies.
Which deployment model are you using for this solution?
Public Cloud
If public cloud, private cloud, or hybrid cloud, which cloud provider do you use?
Other
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?
Positive
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.
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