Incident Management Software Resources - Page 25

So far, great. I've only worked with them twice, but both times the answer came back within 24 hours.

Great so far. I worked with support many times and their answers were quick and punctual.

No problems at all, they respond very quickly and have always managed to resolve my issue.

Not one issue. I've used Freshservice at two companies now and both experiences have been smooth.

Freshservice are very quick to respond and normally resolve upon first engagement.

It has been really good so far. It helps me in managing my daily tickets efficiently.

Freshservice has been well so far, pretty quick to respond to any questions I have, no problems or issues with them.

Never had a problem with them, requested to change something on the portal to personalise it and they did it no questions asked. I would definitely recommend.

FreshService support has been great for me. They have been able to answer all my questions, and their response is quick.

Great, very quick turnaround time to get to a resolution - within 12 hours. Never had a problem.

Mixed. They are quick and responsive on first contact and can usually handle basic questions easily. However, there are some caveats: 1. We find we have to call on support often because new features are often buggy and poorly documented. For a company that makes a support platform, their docs are not the best. 2. They can be frustratingly uninformed and slow to respond to more complicated issues. For instance, inventory mgmt for Macs (either via Jamf integration or Agent) has never worked properly and FS support has been unable to address this in my 3+ years of using the platform and submitting tickets about it.

Freshservice has genuinely streamlined our IT support — tickets, assets, everything is tracked in one place. Automation has cut down a lot of manual work, especially around routing and escalation. The only thing I'd love to see improve is more flexibility in customization and reporting, especially for larger teams. Overall, it's a solid tool for day-to-day IT operations.