Freshservice Pros and Cons

I have found that the workflow automations have made implementing changes alongside the Sandbox environment has been greatly beneficial in managing our customers. I use these all of the time as our business develops. When there are issues I have found that support has been quick to assist me in my issues. The platform is very simple to use for users even from a non technical standpoint. Review collected by and hosted on G2.com.

We do have issues with integrations at points and have found that integrations created with Partners can be fragile.

I wish that the Home page designer was also more developed with more options for personalisation. Review collected by and hosted on G2.com.

We moved to FreshServiced in 2019 and have been happy with our choice. I manage the IT department of a 200 person professional service firm. I have a background in the MSP space and liked the features in competing products like ConnectWise, but that was far too expensive for a small, internal IT team. We looked at several other solutions and were most impressed by FreshService because it was easy to setup and get started. We use it for helpdesk tickets, IT knowledge base (we have a user facing knowledge base and also a second one that's just for the IT department), and tracking harware assets.

One of the best things about FreshService is that it's incredibly flexible and we can modify and customize it easily without needing to be able to write code. There are also easy automations we've been able to setup for onbarding and offboarding users, setting up computers in a consistent fashion, etc.

We've also been impressed by how many new features get added to FreshService. The product has had a lot of improvements and added features over the five years we've used it (and most of them were added into our existing license so we didn't need to purchase new or higher level pricing). They also keep adding third party integrations to the product. Some of those are free, some might require buying add-ins from FreshService or other vendors. But overall, I feel like this is a product that is constantly evolving and adding new features, so I don't feel like I'm "stuck" with the same product I bought five years ago. My team and I use it everyday and it's become an indispensable tool for us.

We havent needed help from suport that often, but we've found their support to be good. Review collected by and hosted on G2.com.

In general, we're very satisified. Sometimes, some of the online documentation seems like it mght be a bit out of date, but, I think that also might be because the product changes quickly and sometimes the documentation doesn't seem to keep up. But I can generally find the online help I need, but it might require a bit of digging. Review collected by and hosted on G2.com.

Fresh Service is very simple and very user freindly for the end user as well as the administrators Review collected by and hosted on G2.com.

the default admin profiles need to more based on the real requirements Review collected by and hosted on G2.com.

Search according to the tickets. customer support is good Review collected by and hosted on G2.com.

All features are good but the access parts should me more smooth Review collected by and hosted on G2.com.

The possibility of associating assets, incidents, problems, changes and managing it all.

Now with workspaces, more company departments are working with service desks.

There is a learning curve to understand freshservice, but it is very easy to use and we use it daily in our work routines. The possibility of carrying out API actions internally and externally is very versatile. Support always responds very quickly. Review collected by and hosted on G2.com.

Some parts of the software take longer to update, causing some problems when configuring the software.

For example, there is the possibility of creating custom objects, but it is not possible to use them in all forms. Review collected by and hosted on G2.com.

It will get the job done. It is easy to use, easy to customize, and the user interface is simple and intuitive. Review collected by and hosted on G2.com.

The support is so so. Also you cant set complicated automations, and sometimes the organization can get a bit clunky if you are trying filter for very granular details. Review collected by and hosted on G2.com.

Great tool as a ticketing system. It has some very usefull workflows like onboarding, offboarding and asset management. Review collected by and hosted on G2.com.

The site information and configuration instructions need updates to reflect to the current Freshservice environment. Review collected by and hosted on G2.com.

Easy to use, implement, and integrate. covers most ITSM needs. Support is OK. Out business uses Freshservice very frequently for tickets and automation. Review collected by and hosted on G2.com.

Lack of some features. Support is always very responsive but sometimes resolves issues too quickly. Review collected by and hosted on G2.com.

There were many choices for the website services I was searching for, but Freshservice had a comprehensive list with a great platform that was easy for me and my colleagues to use. The daily and weekly dashboard notifications were helpful so that I could focus on important tasks without watching or waiting. Customer support was also quick and helpful. Review collected by and hosted on G2.com.

I have not had any issues with Freshservice. The only thing I was disappointed about was the suspension of support for free accounts. Review collected by and hosted on G2.com.

Multilevel use platform help full IT support Review collected by and hosted on G2.com.

we need to auto mation of changing host in work group system Review collected by and hosted on G2.com.