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.

August review August review - normally this would have been a 4.5 star. We receive excellent service from Fresh in general. Prompt, efficient and friendly. However, this rating is based on an issue with ServiceBOT knowledge solutions based on URLs to sharepoint not working. It is taking some time to get fixed.

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.

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.