If what you’re looking for is an IT Management solution, Freshservice offers a product with what it calls a “fresh twist” in the form of a top-notch user experience on top of robust features and functionality. Those features include capacity monitoring, compliance management, event logs, hardware inventory, IT budgeting, license management, patch management, remote access, scheduling, software inventory, and user activity monitoring.
This is for powerful ticketing and asset manage capability that includes auto-discovery of new resources, configuration management, impact analysis, and more management functionalities including incident, problem, change, release and knowledge management. Since the whole point of IT management software is to make it easier for IT staff to support users, Freshservice accomplishes this in part by offering a completely cloud-based service desk system, which means there’s no software that needs to be installed, maintained, or upgraded on site. In addition, Freshservice helps companies create a knowledge base that can be shared with users so IT staff aren’t re-explaining the same series of steps or information over and over again.
Here are some of the positive comments users have made about Freshservice:
Several have noted that the simple end-user interface, custom fields, and ticket management capabilities have resulted in high end-user adoption rates.
Other users praise its customizability and flexibility, and feel there is a depth of capabilities yet to be explored and utilized. And new features are being added all the time.
Support from the company has been called both quick and helpful.
Small but rapidly growing IT companies seem to really appreciate how the software offers a channel for clients to communicate with them that isn’t overly-complicated.
Users also appreciate the fact that Freshservice is cloud-based.
The company appears to be very responsive to customer needs and requests for new features or improvements on existing functionalities.
What follows are some of the drawbacks noted by users about Freshservice:
There are users who are somewhat dissatisfied with the software’s reporting capabilities, wishing there were more reporting options.
A few users were left feeling like Freshservice has a ways to go noting that in at least one instance the discovery tool failed to detect 1/3 of new devices. The company admitted this glitch and has since fixed it. For this reason some felt that Lansweeper is a better option.
Some of the other aspects of the software that need improvement included the ability to create a ticket internally without the client being involved/notified; better integration with other applications; making bug reporting integration a built-in feature rather than a paid add-on; custom categories at the time of ticket creation for better grouping; and the ability to run the software as a native application without needing an internet connection. The company has stated its intention to address all of those issues.
Overall, Freshservice receives high marks from its users, but for those who are dissatisfied with the system, they tend to be very dissatisfied with it. There is clearly some work Freshservice can do to streamline its functionality and boost its robustness.