Capable ITSM, but pricing tiers gatekeep features
Freshservice covers the ITIL basics well and our agents picked it up quickly. The frustration is that several things we wanted, like deeper automation and better asset analytics, sit behind a higher tier that jumps the cost considerably. It's a decent helpdesk at our level, I just wish the mid plan included a bit more.
Easy to learn, solid ITIL basics
Key features locked to pricier tiers

