G2

Peter G.

IT Director

Small-Business (50 or fewer emp.)

2/14/2020

"Just want we need for the right price."

4.5/5

What do you like best about Freshservice?

The ticket management and Asset management are what we are taking the most advantage of. There was a dire need for a CMDB with my organization, and this product helped us get up and running quickly. Love that an asset number and barcode are automatically generated! Love the solutions section, we have been building a robust list of helpful guides for end users and internal agents. The mobile app is great, to be able to scan a label on a device, and it pop up with all that assets information or just pull up a solution in an instance is very helpful. Review collected by and hosted on G2.com.

What do you dislike about Freshservice?

The project management section has potential, while it may be good for internal teams. I would like to see the ability to invite non-agent stakeholders in to view a projects status and make comments. My boss would not be doing anything else to justify purchasing a full blown license or even a day pass. I would like to be able to add custom fields when customizing my tickets and asset list views. Currently, you can only customize using their pre-defined fields. Review collected by and hosted on G2.com.

Recommendations to others considering Freshservice:

Out of the box, it's easy to setup and get running. The agents and probe make gathering a base list of assets a breeze. Personally, the built in asset creation was a huge plus when leaning between this and other solutions. If you are looking for a simple solution to get your helpdesk up and running ASAP I would highly recommend freshservice. Review collected by and hosted on G2.com.

What problems is Freshservice solving and how is that benefiting you?

The add on for asset label making is quite restrictive, the smallest size is quite large and we've struggled to make it work with printing labels. With limited success we had to print to pdf, export to word and use manual manipulation and scaling settings to get them to print a label sheets. Review collected by and hosted on G2.com.