Freshservice Reviews

Summary: Freshservice offers a fresh and intuitive approach to IT service management. With its user-friendly interface, comprehensive features, automation capabilities, and knowledge management tools, Freshservice simplifies IT service delivery and enhances collaboration among IT teams. While there are considerations regarding pricing and customization limitations, Freshservice remains a strong choice for businesses seeking a streamlined and efficient IT service management solution.

Positive: User-Friendly Interface: Freshservice offers a clean and intuitive user interface that makes it easy for IT teams to navigate and utilize its features. The well-organized layout and logical workflows contribute to a positive user experience and reduce the learning curve for new users.

Comprehensive IT Service Management: Freshservice provides a comprehensive set of tools and functionalities to manage IT services effectively. It covers various aspects, including incident management, problem management, change management, asset management, and service catalog. This all-in-one solution simplifies IT service delivery and enhances efficiency.

Automation and Self-Service: The platform offers powerful automation capabilities, allowing IT teams to automate routine tasks, notifications, and workflows. This helps in reducing manual efforts, improving response times, and ensuring consistent service delivery. Additionally, Freshservice empowers end-users with self-service options, enabling them to raise tickets, find solutions, and track the progress of their requests.

Collaboration and Knowledge Management: Freshservice promotes collaboration among IT teams through features like internal notes, team assignments, and escalation workflows. It also provides a knowledge base where IT teams can document solutions, FAQs, and best practices, enabling quick and effective problem resolution and reducing dependency on individual expertise.

Negative: Pricing Structure: While Freshservice offers a range of pricing plans, some businesses may find the cost higher compared to other IT service management solutions. It's important for organizations to carefully evaluate their specific needs and budget before committing to a plan.

Customization Limitations: Although Freshservice provides customization options, some users may find the level of customization limited. Organizations with unique workflows or specific branding requirements may find it challenging to tailor the platform to their exact needs.

Summary: We needed to get a tool like Freshservice to automate our tickets and increase our support capacity, luckily it gives us the right platform for this and saves us too much administrative work. On the other hand, we are pleased to find a platform that has an innovative interface and that allows us to customize and adjust each requirement to our work capabilities. The follow-up is one of its points in favor, implementing the monitoring of the members of the work team and the work status allows us to be more precise regarding what solutions we must take in the face of any circumstance that is presenting itself, it has also allowed us to efficiently enhance the performance of the work team, increasing the use of time and covering much more than we did before. Although the mobile application is not the best of the platform, it is useful for receiving notifications that allow us to be alert to the entry of tickets and be more constant when responding to requests.

Positive: It has provided us with multiple benefits:
- Supervise the performance of the team, hand in hand with the management and monitoring of the workflow where we can evaluate the correct fulfillment of schedules and assigned tasks.
- Manage our service catalog where we can innovate and update, manage the inventory with its income and expenses.
- In relation to quality and price, it is a tool with great potential, it is really worth what it costs, it offers complete and useful functions in exchange for a great price.
- Excellent integrations that perfectly complement asset management.
- Problem auditing, it has a large magnifying glass that allows us to supervise the entire cycle and deliver personalized results as required in the reports.
- Ease of use, it is incredibly easy to configure it and adapt it to what we need for fluid work.
- The automation of tickets takes the optimization of workflows to the next level; it significantly supports us in the assistance service through emails.
- The customer support is excellent and has been a fundamental help during our development on the platform, whenever we need assistance, they are there to get solid solutions.

Negative: Freshservice has been very useful since the time we have been using it, but as well as its positive points we have found some things that we have not liked very much and that have interrupted our workflow. The mobile application may not be as intuitive and easy to navigate, I wish I could find a more comfortable interface since using the application on the cell phone is essential for our work. The reports are representative and important to evaluate various functions in our company, however, in Freshservice we have found that the reports may lack specificity in the summary of the data and more dynamism for the visualization of the information. We have found ourselves in some complicated scenarios to configure, especially in project management where we seek to be precise in the planning of various events and sometimes, they are not arranged in chronological order.

Summary: Freshservice is primarily used in our bug tracking department, but is easily used throughout our company as it has given us the ability to review tickets from any remote location and within the main portal. We were able to streamline all the processes of receiving tickets almost immediately despite all the errors presented.

Positive: Freshservice does an excellent job in our company, keeping the creation of flows as one of the easiest and simplest jobs to execute. Freshservice does an exceptional job with alerts and notifications keeping track of them in place and without presenting any errors. Incidents are also displayed in order of request and urgency so we maintain direct contact in customer service.

Negative: Despite the filters we sometimes get overloaded with work and customer service gets a bit slower and it takes longer than usual to fix simple errors through Freshservice. It crashes when we synchronize users in Active Directory and SCCM frequency.

Summary: It is a highly recommended application since it integrates very effective tools to manage a constant audit control of goods and services within our organization. Although it does not provide quality controls or data backups, it is an excellent tool for analysis, control and asset segmentation functions.

Positive: The application integrates tools that manage inventory control functions of tangible and non-tangible assets to have a state-of-the-art management within their life cycle or accounting of them. In addition, it has tools for creating incident reports when we present stock failures.

Negative: Although the program has a complaints management section, it does not perform quality control functions for internal services or products or sales, nor does it supervise the various network channels used by the organization to monitor the actions they take, which leaves much to be desired in that regard.

Summary: It is a very easy to use application and provides very concrete and complete tools to obtain a prolonged control of IT and non-IT asset management within the organization. However, it does not have an adequate configuration to organize threat prevention operations or backup functions in extreme cases.

Positive: It is advantageous how this application provides IT inventory management functions to manage and administer assets throughout their lifecycle. It has inventory management and control tools, as well as allows you to create incident reports and diagnostics of probable causes of problems.

Negative: In the event of a data loss on our servers, the audit system does not have disaster recovery so that we are not left digitally adrift. This complaint management software does not support quality control management, especially in the area of our assets, nor does it support monitoring of social media messages.

Summary: I loved how Freshservice enables the self-service help desk function in my organization. Its SLA management works seamlessly. Overall, I suggest Freshservice because it gives a great number of abilities to mark and manage different parallel support requests.

Positive: Its self-service helps desk ability helps us to reduce approaching time. The user interface is very appealing in my opinion. Ai Chabot, which gives instant replies to end users. Its SLA management works great for me. Well-designed dashboard.

Negative: Never faced any major problems with this platform.

Summary: This application has been an excellent tool to keep a clean inventory system and has decreased the inconsistencies of stock in it. Although it is a disadvantage that we cannot classify our products by specific instances or add comments to certain procedures, it is a highly recommended option to obtain more realistic stock reports.

Positive: Freshservice has provided us with excellent tools to be able to keep correct inventory controls. We can generate detailed reports where we clarify the amount of assets we have in case an inventory process does not match initial reports. In the same way, we can enter all the assets we have in our facilities to control and monitor them.

Negative: It seems to us an important disadvantage that the application does not allow us to segment products and assets by specific instances, it only allows us to classify: products, warehouses and office assets. Also, in case there are failures in our products, it does not have an option to describe the reason why it is unloaded from our inventory.

Summary: Freshservice is a service with branding mechanics that can be customized to be applied in a myriad of situations, including help desk operations. Based on all the different applications that can be given to Freshservice as a financial platform, we would like to recommend it to the public.

Positive: For as little as $19 per month per user we can manage all of our organization's finances entirely from the web, ensuring that our accounting books are kept completely secure on the web. In this case, it is convenient for us to keep our information safe from loss.

Negative: Freshservice has asset tracking tools, but assets cannot be checked, nor is it possible to work with QR codes. This last factor affects the interactivity that we could have with the Freshservice platform, which is a common factor in the data authentication processes when entering our content.

Summary: Freshservice is a very practical asset tracking platform. It offers world-class software to track and monitor IT software and network working conditions. It's easy to set up and run the program remotely.

Positive: It offers world-class IT assets monitoring. Easy to set up and also offers remote and alert features. Very easy to use platform. Cost-effective and intuitive user interface.

Negative: It worked great for me. Nothing to share about cons.