Freshservice

Probably the best tool for Help Desk Management

Comments: This is probably the best I used for ticketing. The support is really good, the only bad thing is that you have to contact mostly via chat.

Pros:

The features it provides are really good. The ticketing flow is easy to follow, we can handle our Service Catalog, integrate with Active Directory, manage Asset Inventory and now we started using the Project management tool.

Cons:

The configuration (Initial Setup) is kind of complex. Design the flows is friendly, but complex if you have many rules, but the good thing is that support guides all the way during this process.

You can do a lot of great things with Freshservice

Comments: Complete platform for IT service management and reporting on client needs. It gives me the ability to develop material that can be provided as assistance to customers, as well as report back internally to the team and to top board management.

Pros:

I appreciate that it is not only affordable, but also demonstrates a lot of value due to the fact that it comes with a lot of features considering how much it costs. FreshService is capable of competing with ServiceNow in terms of IT service management, and I am accustomed to utilizing ServiceNow.

Cons:

The constraints placed on portal design, in addition to the requirement of having HTML coding skills. I have not been able to determine whether or not it is possible for us to have parent portal sites that include kid pages, and the process of developing these pages will require experience in coding.

FS review

Pros:

When all the applications are working it's a great software.

Cons:

Some of the key third party applications are removed like Google Sync and it makes your job harder to sync thousands of users.

A review about fresh service

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

Pros:

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.

Cons:

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

Alternatives Considered: Zendesk

Reasons for Choosing Freshservice: Several limitations on the platform that did not allow workflows to be created as desired.

Switched From: Jira

Reasons for Switching to Freshservice: We were very interested in other tools that perfectly met our need, however, its high cost made us choose Fresh.

Freshservice Review

Comments: I've really enjoyed having Frehservice in our organization. It has made my job as a manager much easier in that I can easily review team performance, post announcements for the organization, and identify trends in issues or requests.

Pros:

Freshservice has been a game-changer for our organization. The service catalog and user-friendly interface has allowed our employees to improve their productivity over the past 2+ years we have had the system implemented. The customizable forms and workflow has allowed our IT department to streamline processes and improve efficiency.

Cons:

I wish the reporting capabilities were more customizable. There have been a few situations where I reached out to Frehservice for support on reports I needed but found the reports were not possible. The freshservice support team told me my reporting needs would be added to the list of potential "future enhancements'.

Alternatives Considered: ServiceNow Customer Service Management, ManageEngine ServiceDesk Plus and Zendesk

Reasons for Choosing Freshservice: Our previous product did not have a customizable system and did not provide our employees with a way to track their tickets once created. It also lacked any type of reporting capabilities.

Switched From: Cerb

Reasons for Switching to Freshservice: Cost and ease of customization