Great Product
What do you like best about the product?
Integrations with Azure/On-Prem Active Directory and workflow automations.
What do you dislike about the product?
Ticket properties menu seems a bit clunky, too much going on. I know this can get tricky as more and more features become avilable.
What problems is the product solving and how is that benefiting you?
FS helps me manage incoming service requests (Level 2 and 3) as well as track contracts.
Freshservice Review
What do you like best about the product?
I like the email to ticket option, Great Dashboard, I appreciate the asset management tool.
What do you dislike about the product?
I don't like that replies cause the ticket to reopen.
What problems is the product solving and how is that benefiting you?
Emails converting to tickets and the asset management tool.
Freshservice Platform Feedback from a previous Servicenow admin (customer)
What do you like best about the product?
1. out-of-box functionalities
2. ready to use features
3. AI components
4. low-code dev
5. drag and drop approach for workflows, less coding needed
6. Easy to integrate
7. Some customer support are knowledgable
What do you dislike about the product?
1. Caching issue - what you change at the front end, sometimes doesn't replicate at the backend database
2. Limited customization
3. AI has lots of bugs
4. Price is not justifiable for the existing features
5. The workflow has limitations - you cant trigger a workflow from another workflow
6. Some customer support are not knowledgeable
7. A lot of "can't do" scenarios, and non-existing features
8. Minimum grasp of CMDB concept
What problems is the product solving and how is that benefiting you?
Managing our IT Service Delivery processes
Incident
Service Request
Problem
Change
Freshserve Ticket System
What do you like best about the product?
Great system
Good Layout
Easy to use
Good projects and analytics
What do you dislike about the product?
Unable to split tickets effectively between departments
What problems is the product solving and how is that benefiting you?
Allocation of work across multiple departments
Use of automation to reduce SLA issues
My review
What do you like best about the product?
Easy to use, very convinient and user-friendly interface
What do you dislike about the product?
I dont see any downside using Freshservice
What problems is the product solving and how is that benefiting you?
Take records of ticket and resolve on time
Best CRM Tool / Service
What do you like best about the product?
It has been really helpful and has me account for tickets and also establish SLA and track the SLA status automatically.
What do you dislike about the product?
I don't have any negative feedback about Freshservice.
I would just suggest that there be a video guide section within the application, maybe it could be at the knowledge base section, to show users how to make use of the entire product.
What problems is the product solving and how is that benefiting you?
Amazing. It has been amazing and I'd definitely refer to other companies that don't have CRM tools to work with.
It has helped to automate SLA Status
VP of Service Delivery
What do you like best about the product?
It has given us the ability to better deliver services to our clients. We outsourced for a period of time and had very limited controls over the experience.
What do you dislike about the product?
We are using it in a different capacity than most. We support approximately 8 tenants from a single pane of glass. That was an immense challenge. However, there are enough tools and features built into the platform, that we now deliver a robust service. In turn, we have access to endless KPI's.
What problems is the product solving and how is that benefiting you?
Customer service. Speed to resolution. Metrics.
Support is very prompt and responsive in resolving my questions.
What do you like best about the product?
Friendly and Integrate one for all service
What do you dislike about the product?
search item in different modules and too many alerts on the phone
What problems is the product solving and how is that benefiting you?
Everything IT in one place.
The best tool any ITSM person can use
What do you like best about the product?
Freshservice provides a centralized platform for managing IT support tickets. Users can log, track, and prioritize support requests, incidents, and changes from a single interface. It offers automation features to categorize and route tickets to the appropriate teams or agents based on predefined rules.
What do you dislike about the product?
Nothing of that sort till date. The platform allows users to track and manage IT assets such as hardware, software, and other resources.
What problems is the product solving and how is that benefiting you?
The platform allows users to track and manage IT assets such as hardware, software, and other resources. It provides capabilities for inventory management, asset discovery, and asset lifecycle tracking, helping organizations optimize asset utilization and maintain compliance. Freshservice enables organizations to create a service catalog containing predefined IT services and offerings. Freshservice facilitates the efficient resolution of IT incidents by providing workflows for incident triage, escalation, and resolution. It allows agents to collaborate, communicate with stakeholders, and track incident status in real-time.
Enables users to automate email responses, improves user satisfaction, and increases productivity
What is our primary use case?
Our use cases are dependent on our clients’ requirements. If our clients have to acknowledge and follow up on emails manually, we can create automated acknowledgments using the solution. We can have scripted answers if the customer asks a frequently asked question.
We can create responses on placeholders so that the agents can easily select them and send them to customers to ask for details. If the business has many channels to support, the tool helps connect all channels in one place. The agents don't have to move around in different tools. They can access all the tickets created from all the channels.
What is most valuable?
The solution’s timely automated triggers increase our IT team’s productivity. We can add all social media channels to the tool so that all tickets come to one place. The self-service portal impacts the user's satisfaction within the organization. Businesses must be ITIL compliant. Freshservice is the best tool for it.
For how long have I used the solution?
I have been using the solution for three years.
What do I think about the stability of the solution?
How are customer service and support?
If we have any doubts, we have many articles available online. We contact the support team only in a worst-case scenario. The support team provides timely support.
How was the initial setup?
Generally, before setting up the tool, we discuss it with the client to understand their present state. Setting up is not a big deal, but understanding the customers and their pain points and providing the best solution to improve their business takes time. Once we gather the business requirements document, the implementation along with UAT takes two to three months. We must configure the solution so the business can scale up anytime.
What's my experience with pricing, setup cost, and licensing?
Compared to other tools, Freshservice is affordable. It is suitable for companies with a small budget.
Which other solutions did I evaluate?
I have used Jira Service Management and Zendesk. Most features like incident management, problem management, and project management in Jira Service Management are available in Freshservice. Enhancing the customer's experience is our main objective. We use whichever tool our clients require. We can also use Salesforce, which is a highly scalable platform. We can also develop things on Salesforce.
What other advice do I have?
We have to utilize more features available in the solution. Overall, I rate the solution a ten out of ten.
