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.

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.

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

I am really happy I rolled out FreshService 2 months before Covid-19 forced all to work remote. We were able to support users from home ( IT was at home as well ) without issues. FreshService contains a Solutions (knowledge-) base, users can request hard- and software like shopping online, very intuitive and user friendly

The ease to set it up : you can do it yourself without technical support. It comes with an app so it works on mobile devices as well, convenient if the laptop stops working.

You cannot change the webportal to your liking unless you have webdesign skills.

We use Fresh Service for our customer support portal, with login access to self-help solutions, prompted responses, and messaging with live agents. The canned responses and auto solution recommendations are very helpful tools.

Simple layout, easy setup, very functional for support ticketing and tracking.

While many integrations are available, many don't work as desired or lack key features for full integration / automation of processes.

I have had several tickets so far where the second level support team have sworn could not work or told me that the functionality is not possible, forcing me to push back on them. At this point they suddenly realise that the product can actually do what I have said all along it should, only a bug is in the way. On at least one occuration, they acknowledged a bug, spent weeks ignoring it, then when I asked for an update swore it wasn't a bug at all and I was just doing things wrong.... thus forcing me to escalate the case. In fact, on one occassion they submitted a set of incorrect repro steps, then blamed *me* for the mistake they made and told me there wasn't any problem!

FreshService is one of those frustrating products where the potential is so high and overall execution is done very well, but is let down by ridiculous bugs and even worse support. If Fresh could get to grips with this then I'd score them *very* highly. Unfortunately, they have not proven to be able to achieve this.

Reporting is dire. Bugs galore in modules you would not expect. Obvious features are missing, you try to work around them... and encounter a bug.

Everything related to work may be found in one convenient location. It's perfect for storing company guidelines, demands, and procedures. It also has pre-built connections to popular services like Gmail, Slack, and more.

Automated processes and operational flow. Adding a new integration and automating task pushes is a breeze. To date, automation has allowed us to cut our work time by as much as 60 percent.

While the sheer number of configuration options may seem daunting at first, you'll quickly gain the expertise to tailor freshservice to your exact needs as you gain experience with IT service management.

Overall I am very happy and don't have any plans to change the product

I have used several products before and Freshservice is by far the favorite because it has automation, integrates with many vendors and software that we currently use such as Dell and JAMF

The Admin setting section is hard to navigate through sometimes and hard to find settings I want

Overall experience has been great. The product continues to evolve as well.

This software is easy to integrate with other 3rd party applications. It allows for ticket/service automations that can streamline workflows. Asset Management is extremely useful and easy to setup as well.

Wish you could get more granular with group/user permissions. In some cases, it's all or nothing.

Built-in approvals and automation were our most important needs, following that we wanted a system that integrated well with our asset management system or was capable of outright replacing it (which is pretty much what happened).

I love the automation and customization that is possible.

The only cons are that there is some minor missing functionality with automation (for instance, automatically creating a new ticket based on the properties of an existing ticket). I would still say it meets 99% of our needs though, so my only complaints are just nitpicks.

Despite these setbacks, Freshservice has been an overall positive experience for our team. Its versatility and powerful features make it a great choice for IT management.

Freshservice has been a valuable tool for our IT management, offering ease of use, customization options, and a helpful self-service portal. The detailed reporting and effective communication channels have made a big difference for our team.

At times, customer support can be ineffective and some fields may be confusing to fill out.

1. One of the best software for managing IT Tickets.2. Easy to use.3. The pricing structure is amazing.4. The search query feature is great.

1. There are other tools in the market due to this is it is suffering.2. Sometimes it takes time to load tickets.

love the product, was very easy to set up and integrate into the company, very nice customization options to really make it your own, and anytime we have had an issue we usually get a response very fast from the team so we are never held back for too long on anything!

The ease of use is a huge plus to us and to all of the end users, it is very straight forward for everyone to use, well integrated into the company super easily and multiple ways to access via the website, mobile app or even just an email, makes our jobs much easier, and the hardware management is also a huge plus being able to track it all

They are working on it now but I wish it had a better tracking of what was installed in certain hardware, at the moment they do not show all of the components just most of the major ones, would be a nice thing to have it all

It's amazing! it's just hard for me to hand over some of the responsibility due to the steep learning curve. Support could really do with arranging time to speak to you instead of email tennis, support can be slow but some agents are stella!

The way it can be used to report on bottlenecks and problem areas as well and programmed to tackle them is a game changer. It's great but you do have to know what changes impact others and I think it could be made more clear even for those with experience it wouldn't hurt and for those learning it would speed up the learning curve a lot.

Inconsistencies in user interface. Menus and options and ways of changing things differs on newer or older modules. Also the Employee Onboarding is great but a pain to adjust if you wish to change the Stakeholder order and initiators. Also linking to AD groups for requesters and agents would be ideal.

A solid product with excellent qualities that can help transform how teams work

Good tool for team collaboration. It is possible to configure workflows for each of them, projects, queues, etc. It is possible to greatly customize the fields and apply them to workflows, meeting specific needs.

Graphing is a bit confusing, and you need to buy higher planes to use the best tools.

Freshservice is by far the best help desk/ticketing system I've ever worked with. The speed and ease of use make Freshservice the best help desk platform I've ever worked with in my 15 years of IT experience.

For our users its been a real nice tool for submitting help requests into our IT department. A variety of options and configurations allowed us to customize our Freshservice portal to provide our users with the best help desk experience possible.

I wish I could add my own custom pages to the custom help desk portal. Love the ability to customize the current portal but it would be even better if I could add my own custom pages to the portal for instance ~ a secondary onboarding portal for a different HR team in our company.

My overall experience with Freshservice has been really good (despite the cons I listed). The interface from Agent point of view is easy to navigate, the ticket/problem/change management is clear. From an admin point of view, everything is well group under the admin section and even if you don't have experience with Freshservice you will find yourself picking everything up pretty quickly. The mobile app, while clunky, is still a good way to get notified about tickets coming in (especially urgent ones), and checking for replies and approvals. Bonus points for providing single sign on options (SSO). Customization is solid and allows you to integrate your company branding quite well. Good, and easy to create, manage, edit knowledge base system. Requesters have a very easy time creating a ticket in case of an incident. While it can feel frustrating to have to contact Freshservice support for some things, I can say that my overall experience has been very solid with their support and they have even taken and implement a number of our feature requests. I would most certainly recommend this product.

- Easy to use - Good platform to manage incidents/problems/changes/releases as well as requests - Good CMDB for managing company assets - Pretty simple to perform administrative tasks - Good customization - Has mobile app that will notify you when someone performs an action on any of your items (Such as assignment of a ticket, replies, approvals, etc.) - Had good experience from Freshservice support staff - Has the ability to integrate into your domain account via Single Sing-On (SSO) - Good solution for storing your IT Support based knowledge base

- Customization could be better in some areas - Some changes require you to contact Freshservice support directly - Digital asset management is a bit clunky - Mobile app is not as intuitive as desktop experience and can feel difficult to navigate for some users - Noticed that at times, usually in the morning hours of EST time zone, Freshservice access cuts out for 5 minutes