R
ReviewerVerified
1 month ago
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
What sold our staff on Freshservice was how easy it is to raise and track requests themselves, which slashed the volume of walk-up queries to IT. The knowledge base suggestions deflect a lot of common issues before a ticket is even created. Setup was quick and the workflow automation has freed our small team to focus on real problems.
Effective self-service and ticket deflection
Freshservice replaced an ancient email-based support queue and the difference is night and day. The self-service portal, automated ticket routing and the asset management module give us a proper handle on incidents and hardware. The SLA tracking keeps our team accountable and reporting to management is now a two-minute export. Genuinely transformed how IT runs here.
Complete service desk with great automation
After trialling several tools we settled on Freshservice and haven't looked back. The intuitive agent interface, robust asset discovery and the orchestration that auto-resolves routine requests have lifted our resolution times sharply. Onboarding new technicians takes a day, not a week. It's reliable, cloud-based and scales neatly as our IT estate grows.
Intuitive, scalable and fast to onboard
We had a stretch where Freshservice was unreachable and our service desk couldn't log or update incidents for hours, which is a nightmare when you run IT support for a few hundred staff. Worse, a couple of tickets seemed to lose their latest updates afterwards. For an ITSM tool that's meant to be our safety net, the reliability shook our confidence badly.
Outage left us unable to manage tickets