The product is OK for the price The product is OK for the price - more development is required to mature it. The support team often does not understand the issue being reported or recommend solutions that are not fit for purpose. The product needs to be more flexible, often we are told "thats not how ITIL works" and our requirements are dismissed. ITIL is a framework, not a set of laws so it would be nice if the system followed suit.

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.

Freshservice is our Incident Mngt tool since 2016 We are using Freshservice since 2016 and the product supports our needs very well. Just some simple configurations and the solution is ready. It is directly usable and follow the important rule : Keep it simple ! In case you need some support on the tool, the FAQ are complete and the direct online support is always accessible. Do not hesitate to try it !

The best ITSM software I've used Setup couldn't have been much faster or easier. The whole system is fast and intuitive; even the mobile app. Customization options are plentiful, but not overwhelming. What I've been most impressed with is the support. The couple tickets I have put in with them have been responded to promptly and resolved on the first try. Overall it's a perfect fit for our organization.

Bad experience with the TAM assigned to… Terrible experience with the TAM assigned to us (Ragu) . We only get 1 response per email a day. Resolutions are mostly incorrect. I have to request for Atul from Devs everytime for our issues to get resolved. The workflows kept on acting up that results to bad impression to the automations that we're configuring. Andrew was very disrespectful and rude, he ends the calls while I'm still speaking. I have a recording of the call if you want. If possible can you please assign a different TAM and Manager to us.