Awful support for a halfway decent product. Good product, awful customer service. I mean, literally some of the worst i've ever had. They will close your tickets despite knowing the product is broken, they'll ruin your data exports multiple times (and always at the worst possible times), they just say "we understand" instead of actually trying to fix it. The account managers are alright but when you have to deal with the support team, you'd be better off speaking to a wall.

Ever improving... We've been using Freshservice for some time and it keeps getting better. The team are really quick to respond to support issues, and the management are great at engaging with customers. They clearly want to keep improving the product and when we do find areas that don't quite meet our needs they are always keen to develop the product to overcome this, or point us in the right direction.

Support struggles initially but much better now! My only real struggle that I have had has been with Support. It has drastically improved the last 6 months I would say but that was my only frustration. I felt like I was getting folks that I knew more about the system than they did and that was frustrating. It would take several conversations back and forth before they would escalate the issue or get someone that understood what I needed. More recently the support has been great!

We picked FreshService over ServiceNow We picked FreshService over ServiceNow, XenDesk and Spiceworks. The instance is easy to set up and customize, and their support is always fast and helpful. It's way cheaper than ServiceNow and gives a lot of the same features. It's not as customizable, but unless you have a very large organization, an MSP, or highly stringent requirements you can get a lot of the same functionality without paying an arm, leg, spleen and part of your first born.

Works, could be better If you had the interface and workflow of Freshdesk, with the added features (asset management) of Freshservice, you'd have a winner. Freshservice's API is limited (although what's there does work, it's limited and puts way too much work on FS devs to do work your own devs should be able to do), the UI is inconsistent and clunky. But, it's get the job done and the mobile app is very useful.