My experience with FreshService… We have been working with FreshService for that past 2 years. It has always run smoothly. We never had an outage. Whenever we needed help or guidance, I logged a ticket and someone always replied within a couple of hours and had a solution for us immediately or the at the latest the next day. Up to now, I found analytics a bit complicated and although I constructed widgets, I could not get the detailed reports required for our KPIs. I always export tickets and analyze the metrics manually. I haven't had time to check out the new improvements you brought on end of August but will do so this month. Hopefully analytics are easier to use and i will start using the reports I get from Analytics.

Great potential, but buggy and with horrible support We have been using Freshservice for the last 2 years. While the product has many options and integrations, it is one of the buggiest tools I have used. We had several issues with the product; Either an integration is not working or tickets not being created during onboarding workflow, etc. Dealing with Fresh's support is another problem. We have created several tickets re. these issues and the reply was either 'test it again', 'we cannot find anything in the logs', or 'there is nothing we can do'. For an enterprise ITSM solution I find these answer unacceptable. I believe the tool has many possibilities but the amount of bugs and the bad level of support received is making us consider migrating away from 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.

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!

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 !