Freshservice Software

I really like Fresh Service (and before it, Fresh Desk). I keep trying to find a reason to switch to Zendesk because of the possibilities with their integrations but keep abandoning the trial. I would have to reproduce in Zendesk what I currently have in Freshservice in order to start experimenting with the possibilities. That's where the problems start. All the things I have in Freshservice are add-ons in Zendesk that cost extra and don't work the same way. If you have a fairly small team, we have 4 IT personnel for a 24/7 $400 million dollar company, this is your solution.

Pros

Layout is clean and easy to understand. Has fun 'gamify' system which lets my techs compete with with other for prizes with the system keep score. This is available on our subscription level. Also has SLA monitoring for those pesky KPI requirements. Can setup a catalog of services and items for end users to 'order' with a workflow approval process. Can integrate with chat and phone. Great all around alternative to Zendesk. Doesn't nickel and dime you to have basic features.

Cons

List of Integration possibilities are pretty small in comparison and hasn't really grown in the several years we have been using it.

We switched from Freshservice over from Zendesk. We were pleased that there wasn't much, if anything, that we gave up when switching over from a paid Zendesk account to a Free Freshservice account. We are still pleased overall with Freshservice, and have no plans to switch back to Zendesk. The dashboard and reporting are pretty basic, but still functional.

Pros

Easy to use
Free version gives you plenty when you're a small team
AD integration for Computers and Software

Cons

Dashboard could be more detailed
Setup takes some time

I placed 2 trouble tickets and I had my account suspended because I apparently was harassing them? They said I was no longer allowed to use their software as I violated some policy in which isn't listed on their website

Pros

I like the interface of the software. I also loved that they offer a supervisor rule and dispatcher rule within the product so I can customize things to run the way I need them to.

Cons

I hated the fact that they do not offer a truly FREE Plan. They say it's free but they restrict you not only on features but also with customer support.

Is useful in reporting problems, but takes up a lot of time to do simple tasks (updating, responding)

Pros

Ability to go in depth & details about incident or request.

Cons

Not very user friendly, a lot of updating status, takes a lot of time to go through all tickets.

Pros

The ease of use, integration, and ability to provide the IT department with a positive user facing ticketing software, is an unparalleled boon.

Cons

Unlike its FreshDesk cousin, many of the features from that iteration are removed or unavailable. However if you have no experience with that service you don’t know what you’re missing, so there’s that.

Dont expect too much. Ours is a small organization so it was easy to use. employees can see all of their tickets and you have to wait until your ticket gets resolved. Simple and easy!!!

Pros

Streamlined helpdesk service that is simple and easy to use. Oh, I forgot to mention that there is a free plan that can support a generous 100 users. That could be all you need if it is a small business organization. The entire life cycle of a support request is taken care by a ticket. The simple, uncluttered interface is bound to be easy.

Cons

No space for any asset management. Also, zero support for pulling reports. also, integration with other applications could only be a dream.

The overall product works well with the university. It allowed for the IT department to keep a record of IT related problems as well as known solutions.

Pros

The qualities I like most are personalization of the page, the easy access to admin components, and the customer service agents.

Cons

The software could provide more accessible mobile app

Pros

We could communicate with users through the service desk, add attachments, customise the overview screen of tickets (such as the columns). The change management features were quite good, allowing for manager approvals and private work notes to be added into the ticket.

Cons

The Knowledge Articles wysiwyg editor wasn't very good. Copying and pasting content from a word document to the editor often resulted in images and numbering being all over the place.

I was looking for a new helpdesk app for my company and I found freshservice to offer all the features we required.

Pros

FreshService is very feature rich and highly customizable.

Cons

The price is a bit steep for my liking but it is the average price for similar products.

Pros

You can link Jira tickets. The Jira integration is quite advanced, it can pull Jira projects, statuses, metadata etc.

Cons

It's a bit confusing: When you see the ticket you can add "a note" and you can add "a reply" and you can "open a discussion". The difference between them is not clear.

The search is very basic. You can't do complex queries like "show me all the tickets for the last month assigned to me which have status "Not resolved".

The workflow is basic, there are statuses, categories, labels etc. At the same time, the screen is cluttered with different buttons: You can click "edit" ticket, you can click "change" ticket and you can click "update" the ticket. Why do we need all three, what's the difference between "changing", "updating" and "editing"?

Pros

Very useful for all type of business - Easy to Setup the software & Easy to use, Good UI as well, Great Customer Support.

Cons

Not much, But Freshservice need to improve the ticketing system for ITSM.
More tools for deferent Businesses.

Pros

Works well out of the box but can easily customise to make simple work flows. Integrates with a bunch of other apps, base tier is free with everything you need as a small business and as you grow it's very affordable.

Cons

Haven't come across anything yet that would make me jump to someone else. Waiting for their Freshsales to get meatier to use together.

running the support desk, with minimum effort.

Pros

Easy onboarding of the agents and linking the uses/requesters with the different connectors available. The system has many ways to report support ticket (the web UI, sending an email, or use the mobile App) the same can be said about handling ticket from the agents. The built-in reports are enough to satisfy the need of running services and keeping your SLA in check.

Cons

the Payment model is on an agent and likes to see it build on site. this way the system will be more fitting the small to med size deployments.

Pros

The UI is quite easy-to-use, and pretty intuitive to work with. The integration with Jira is great.

Cons

Text editor has some issues and is occasionally buggy. The feature stratification across the payment tiers is sometimes unintuitive. Perhaps allow trial time for certain features.

Pros

I liked the way we could tie our assets with users and easily track a support history. That made it easier to see past issues in a chronological order.

Cons

It had a hard learning curve. Didn't understand many of the terms used in the program so that took a while to learn.

Pros

Customer Service is very responsive, especially to development works and new feature requests. ITAM software has enough features for it help manage inventory and assets.

Cons

Still playing catchup with industry leaders for Helpdesk and ITAM solutions. Lack of integration with financial/accounting softwares. Lack of integration with Zendesk and other helpdesk softwares discourages users from only using a certain part of the Freshservice solution (i.e. only as ITAM or only as Helpdesk).

Pros

Watch the features, well-organized interface. Customer service responds quickly and is familiar with the product.

Cons

Would like to be able to customize some of the categories that right now are not able to be customized.

I would remain with her for the simple fact of being able to save my time in everything what it needs to realize

Pros

It is allowed a significant saving in the development of the works in the one that is used, It has very attractive designs for his clients

Cons

The basic formats that he presents do not make it stand out of a platform that should realize the same functions

Pros

The freshservice agent is really easy to install. On our company, we use it as an asset management tool and every time a new worker is enrolled we install it on their computer. You don't need to set anything else up as the installation package already has all the details it needs. As soon as it's installed it starts collecting useful data that will then be reported to the IT managers.

Of course, this data does not breach any privacy regulations and only states information related to the computer itself in terms of firmware being up to date or any potentially harmful software being installed on the machine.

Reports can be set up to be generated and sent to you periodically for your convenience.

Cons

One of the major cons of this tool is that it may be harder to customise if you are planning to have it set up on a big company. For that, though, there is an enterprise solution that could fit any purpose but comes with an added price to pay.

We switched from Autotask which was too costly for us. Freshservice allowed us to cut costs practically to zero and also introduced automatic asset tracking for some of our clients' equipment. Another great feature is the ability to use keyboard shortcuts that allows me to do my work faster.

Pros

It's quite easy to set up and start using. We really like the asset management feature - it's helpful to be able to assign tickets to devices so that later we can spot trends. Freshservice didn't have on time tracking feature that we wanted and their support team was very helpful in implementing a custom solution for us. The ability to have 3 agents for free is incredible for small shops that are just starting.

Cons

It currently lacks integration with one of our monitoring tools so we spend quite some time closing tickets that are no longer valid but that will be solved in the future. It's great they support multiple languages but would appreciate if they provided email notification templates in each of the languages they support.