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Easy to get started

We needed something for our small team to manage IT tickets better. Tried the Freddy AI and it seemed pretty smart for basic stuff. The free trial was good, made it easy to see what we were getting into. The reporting tools could be a little more intuitive though.

Improved our asset tracking

We switched to Freshservice for IT Asset Management after struggling with spreadsheets, and it's been a significant improvement. The Asset Lifecycle Management features are robust, letting us track everything from purchase to disposal. The initial data import was a bit clunky, requiring some manual cleanup, which took longer than I expected. However, the overall visibility we now have is excellent. We also use the Knowledge Base, which is intuitive for our agents. While generally pleased, I think the reporting section could be a bit more user-friendly; sometimes it's hard to pull exactly the data I need without custom filtering. Value for money is good, especially with the annual billing discount.

Good ITSM solution

I recently set up Freshservice ITSM for our small team. The initial setup was fairly straightforward, though I spent a good bit of time configuring the Service Catalog to fit our specific needs; it's quite flexible but takes some understanding. The Workflow Automator has been a big help in streamlining ticket assignments, which was a major pain point before. Delivery of the service, being cloud-based, was instant after signup. I did have a question about integrating with a legacy system, and customer support via chat was responsive within about 15 minutes, offering helpful documentation. The Mobile App for IT is decent, but I wish it had a few more features for on-the-go reporting. Overall, it's a solid platform that has improved our IT operations efficiency considerably.

Easy setup for ITOM

I tried Freshservice for IT Operations Management. Setup was simple. The Alert Management worked well. It helped organize our alerts. Happy with the results. Just wish the documentation was a bit clearer on some advanced features.

Good features, some learning curve

I purchased the Freshservice ITSM solution last month for our small team. The Service Catalog and Incident Management modules have been quite helpful in streamlining requests. Setting it up took a bit longer than I expected, especially customizing the workflows with Workflow Automator, but once we got the hang of it, things ran smoother. The 21-day free trial really helped us test the waters before committing. Customer support via chat was responsive when I had questions about integrations, though sometimes it took a few minutes to connect with someone. Overall, it's a solid tool, but be prepared to invest some time in configuration.

Consistently reliable service

This was my third time renewing our annual Freshservice subscription, focusing on IT Asset Management. We initially switched from Zendesk and haven't looked back. The Asset Lifecycle Management has been consistently reliable, just like in previous years. I've always appreciated the straightforward billing and the 15% annual discount. This time, I also explored the Mobile App for IT more, which is handy for quick checks on the go. My only minor quibble is that the reporting features, while good, could be a little more intuitive for deep dives without needing custom reports every time.

Good value with annual plan

I was looking for something to replace our old IT Service Management system without breaking the bank. The 21-day free trial for Freshservice ITSM really helped me see if it was a good fit before committing. Going with the annual billing saved us about 15%, which was a big plus for our budget. The Service Catalog feature made a big difference immediately. The setup for the Mobile App for IT was a bit clunky, but for the price, it felt like a solid investment.

Always a smooth experience

This was my third time setting up a new department with Freshservice ITSM. I've come to expect a certain level of ease and they delivered again. The Workflow Automator worked as expected and saved us a ton of time, just like it did on previous setups. Took 4 days to really get everything humming along, which felt a little slower than last year, but overall, still very reliable.