Freshservice

I appreciate that it is not only affordable, but also demonstrates a lot of value due to the fact that it comes with a lot of features considering how much it costs. FreshService is capable of competing with ServiceNow in terms of IT service management, and I am accustomed to utilizing ServiceNow.

The constraints placed on portal design, in addition to the requirement of having HTML coding skills. I have not been able to determine whether or not it is possible for us to have parent portal sites that include kid pages, and the process of developing these pages will require experience in coding.

- Very little initial configuration needed - features work out-of-the-box
- User experience (UX) very very good - modern, quick and easy to use, looks great
- Workflow automations and orchestrations allow significant and valuable automation with little work
- Sandbox mode allows safely making and testing changes, and syncing them into production easily
- Ticket approvals system works very logically and very well

- Sandbox sync sometimes fails and needs Freshworks support intervention
- Only the main requester can access the ticket, and it's not possible to add others to see the ticket
- No first-party SSO integration - we have to use a 3rd party plugin for SSO & SCIM which only syncs user attributes when they re-login
- Agent permissions are not granular enough to allow us to lock down the number of admins as much as we want
- WYSIWYG editor has quite a few quirks around new lines and styling

FreshService is one of those frustrating products where the potential is so high and overall execution is done very well, but is let down by ridiculous bugs and even worse support. If Fresh could get to grips with this then I'd score them *very* highly. Unfortunately, they have not proven to be able to achieve this.

Reporting is dire. Bugs galore in modules you would not expect. Obvious features are missing, you try to work around them... and encounter a bug.

The way it can be used to report on bottlenecks and problem areas as well and programmed to tackle them is a game changer. It's great but you do have to know what changes impact others and I think it could be made more clear even for those with experience it wouldn't hurt and for those learning it would speed up the learning curve a lot.

Inconsistencies in user interface. Menus and options and ways of changing things differs on newer or older modules. Also the Employee Onboarding is great but a pain to adjust if you wish to change the Stakeholder order and initiators. Also linking to AD groups for requesters and agents would be ideal.