Freshservice - the modern ITSM!
September 22, 2024

Freshservice - the modern ITSM!

Anonymous | TrustRadius Reviewer
Score 8 out of 10
Vetted Review
Verified User

Overall Satisfaction with Freshservice

I am one of the Account Admins and led the migration from Freshdesk to Freshservice. As our organization's IT Operations Senior Manager, I oversee the use of various modules, including ticketing, asset management, and change management. Freshservice helps us log all incidents, whether minor or significant, create customizable forms for service requests, and track our assets, ensuring that there are logs for each change.

Pros

  • Asset Management Module: The features I like most in this module are the discovery agent software, which allows us to collect device information without manual intervention, and the simplicity and robustness of the module itself.
  • Service Catalog: This feature allows us to create forms tailored to specific service requests based on group requirements. The ability to customize forms greatly helps both us and our end-users provide the necessary information to fulfill their requests.
  • Workflow Automator and Business Rules: These two allow us to have some automation in place, eliminating some of the manual steps and decreasing the number of human errors that may happen due to manual changes.

Cons

  • Active Directory Sync: Currently, it is not possible to sync the user details from Azure AD to Freshservice. Freshservice only gets a user's full name and email address from Azure AD. We'd like to get some other details, such as the user's department, group, etc., without manual processes.
  • Round Robin in Ticketing: I like this feature, but it lacks the ability to systematically analyze the ticket volume of an agent's queue before assigning more tickets.
  • Status Page: We'd love to be able to integrate with other supported Status pages of our vendors so that we do not need to manually update our Status Page whenever there is a reported outage or planned maintenance.
  • Freshservice helps us with our annual security compliance certifications, such as PCI and SOC2, especially by using its change management module.
  • Another positive impact of Freshservice on our organization is that it allows each department to have its own workspace, automation, forms, and flows. We do not need to have our end-users adjust because Freshservice's interface is pretty dynamic.
  • The only impact that I consider not so positive is the pricing of the licenses, especially the full-IT agent license. It is quite expensive, and even non-IT departments sometimes need to have that kind of license provisioned due to the complexity of their requirements.
Maximizing the customization of the Self-Service Portal would still require some coding, and we do not have an in-house resource to help us with coding. Also, building workflow automation sometimes requires a high-level understanding of programming to achieve what is needed. Overall, the product allows us to do more automation and customization rather than prohibiting us from doing what we are targeting to do.
They are responsive and always available. I prefer to chat as it is real-time and allows me to communicate with them right away, but if that support channel isn't available because of availability, their support channel through email is a good alternative option. They usually respond within 24 hours and make necessary follow-ups before they close your ticket out.
I wasn't able to fully leverage ServiceNow in the past. I only used ServiceNow's ticketing portal. But by just basing the self-service portal and SNow's ticketing module, I'd say that Freshservices' interface is way more customer-centric and user-friendly. I may be wrong or lack some knowledge about ServiceNow, but in Freshservice, we can customize the portal based on how we want to display it.

Do you think Freshservice delivers good value for the price?

Yes

Are you happy with Freshservice's feature set?

Yes

Did Freshservice live up to sales and marketing promises?

Yes

Did implementation of Freshservice go as expected?

Yes

Would you buy Freshservice again?

Yes

The Service support team is superb! They will do their best to provide as much information as possible to help you with your query. I usually explore and do self-learning first before reaching out to Support. I learned and came up with solutions already, but I thought of contacting Support to seek better recommendations. When Support replied and assessed the solution I came up with, they presented me plain text recommended solutions and actual recordings that would help me better understand what they were saying.

Freshservice Feature Ratings

Incident and problem management
9.7
Organize and prioritize service tickets
10
Expert directory
Not Rated
Service restoration
10
Self-service tools
10
Subscription-based notifications
10
ITSM collaboration and documentation
10
ITSM reports and dashboards
8
ITSM asset management
9.7
Configuration mangement
10
Asset management dashboard
10
Policy and contract enforcement
9
Change management
10.0
Change requests repository
10
Change calendar
10
Service-level management
10

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