Freshservice Pros and Cons

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 Review collected by and hosted on G2.com.

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. Review collected by and hosted on G2.com.

We moved from an on-prem ITSM tool that we had used for approximately 15 years. Moving folks from an on-prem tool to a SaaS-based tool that was in the cloud was challenging. There were several hurdles to overcome. We are a very security-minded company, so getting my internal security department to sign-off on the tool was a bit challenging. However, FreshService had all of the tools available to us to ensure a very secure deployment of the software.

Additionally, FreshService offered a plethora of features that simply were not available within our on-prem software that we previously used. The ability to run workflows was a game-changer for us. I love being able to create work flows where I can say "if this happens, then do this".

The API made bringing our data from the on-prem solution to the FreshService a quick and easy process. We brought in all of our old tickets, attachments and data. The API made it a quick process - but you do need to have some programming knowledge to do this. I'm a C#/.NET guy, but it was easy enough with Powershell and FreshServicePS by Flycast.

The support team was available to help me implement the solution and address many of my initial concerns.

My team has fallen in love with how easy the software is to use and I have a lot of engagement on the ticketing system. We have a team of approximately 50 people and I held a few training sessions and since then, my entire team has been engaged and using the system.

The FreshService team puts out updates each and every month. This a good mix of new features and enhancements to existing modules. Review collected by and hosted on G2.com.

There are some frustration points that we run into - but I'm certain that would be true regardless of the software you use. There are nuances where it isn't perfect for our company. The L1 support could use some additional training so when you have a more difficult problem, they could help out more - it seems like continual education of their support staff (which I'm sure is huge) might be an issue. Review collected by and hosted on G2.com.

I like Freshservice’s intuitive interface because it makes navigating and managing IT tasks straightforward. Its user-friendly design streamlines ticketing, automates repetitive tasks, and provides clear visibility into service performance, making it easier to handle IT issues efficiently. Review collected by and hosted on G2.com.

One of the main drawbacks of Freshservice is its limited customization options compared to some other IT service management tools. While it offers a range of features, there are constraints on how extensively users can tailor certain elements to meet very specific organizational needs. For instance, while you can create custom fields and modify workflows, there might be limitations in adapting certain aspects of the interface or functionality as flexibly as you might with other platforms. Review collected by and hosted on G2.com.

Interface is simple and easy for users to work with.

Has lots of features such as tickets, tasks, change management...

Can be customized, a little. Review collected by and hosted on G2.com.

The features don't flow together - ie you can't get a list or a page that shows all your tickets and tasks in a single view, as they're all separate modules.

Compared to other tools, many features and links are hidden down behind hamburger menus, instead of being buttons on the screen - lots of extra clicks.

Bad UX/UI for agent screens - other tools fit the content on the screen, but FreshService requires lots of scrolling and clicking Review collected by and hosted on G2.com.

Freshservice's Key Strength: Seamless Ticket Integration with Freshdesk for Streamlined Cross-Department Communication and Effortless Service Catalog Setup. Review collected by and hosted on G2.com.

Recent Platform Changes Led to Frustrating Instance Reset: Transition Process Could Have Been Smoother Review collected by and hosted on G2.com.

I like that it offers more than just ticketing. We are currently using it to track projects, changes, on/offboarding, and more. It is very easy to use and easy to learn for first time ticketing system users. We have only been using it less than a year but we have been able to learn to use it very quickly and the staff at Freshservice are very helpful! The analytics tracking it provides has also alloweed us to improve our departments performance goals. Review collected by and hosted on G2.com.

I do not dislike anything about the product so far. Review collected by and hosted on G2.com.

The fresh service toll is helpfull for the day to day desk management, the scheduler feature is awesome where we can set the auto creation of service request to perfom certain task. change manement incuding the CAB Review collected by and hosted on G2.com.

none of the limition as of now, it covers all the requirement what we need, Review collected by and hosted on G2.com.

Nice integration between Ticketing & Asset Management. Automation of ticket classification works well. Relatively easy to set up and get going. We use it daily. Review collected by and hosted on G2.com.

Customer service is not great.

When we discovered that our data resided in the USA instead of AUS, we asked to have it migrated. They wanted to charge us $3000 USD to do it. When we asked for that to be waived as they never advised us & gave the option to migrate when the AUS data centre opened, they said they'd need to get higher approval.

After 8mths and several follow ups, we're still waiting for them to make a decision.

If you are a small customer, just hope that you don't need them to make a decision about something. Review collected by and hosted on G2.com.

Good product support and continuous monthly feature updates Review collected by and hosted on G2.com.

Some open action items still haven't been implemented.

Steep learning curve for integration with other products. Review collected by and hosted on G2.com.

Freshservice is a nice ITSM and ITAM. Good midrange software between GLPI (ITSM) plus Snipe-IT (ITAM) and ServiceNow.

It was easy to implement. The automation is powerful. The asset management is simplified by the agent.

Most of the time, you can do everything with the built in tools.

The are useful addins. The best ones are created by Freshworks and Effy Review collected by and hosted on G2.com.

However, it's important to note that the Freshservice documentation is currently in an open beta phase. The lack of important features such as Backup and restore, versioning, file and picture management, advanced formatting, language management, etc. make it unusable. We've lost countless hours of work because the solution pages disappeared. Review collected by and hosted on G2.com.