What is Reddit's opinion of
Freshservice?
From 3.5 billion Reddit comments
15 reviews of this app found across Reddit:
Fresh Service (https://freshservice.com). It's made by the same guys that made fresh Desk, but offers a lot more and their EDU pricing is great.
We're on Web Help Desk and I miss using Fresh Desk/Fresh Service
Probably you are looking for this: Jira Customer Portal.
Other Service Desk Customer Portal I know:
CMDB is not the same thing as Asset Management. You ideally use whatever CMDB your ITSM tool natively has so you can interact with the CIs when doing RFCs and tickets.
Asset management is separate and can be used to populate the CMDB. If you don't have an ITSM tool and don't have a need or process to link CIs to tickets than you may only need an asset management system. You should also look at what value ITSM and CMDB can bring to your current processes if you don't use them already.
Like another here recommended, LanSweeper is a pretty great tool for asset management.
https://freshservice.com/it-asset-management-software/cmdb-vs-asset-management-wrong-blog/
I really enjoyed this thread and the ones that followed. I wanted more people to know about it.
I've attempted to do a roundup of the entire story here. Let me know if I've made justice to it.
Check out Freshservice . There are 5 plans . Depending on your budget and your use case you can choose the right plan. If you want to get in touch please email
I don't "project manage" I "problem manage".
When there's issues that pop up that appear to be repetitive but people can't figure it out they bring me in to look the entire thing over and figure out where the problem is.
It's a part of the ITL process
Recognizing the important of not over using terms to describe a problem insures that the problem has a proper description that folks better describe the issue with. This is one of the reasons I find it important to frame what "Phantom Braking" actually is, because if people use the term too broadly, as they are now, then it loses its meaning and can't really be used to accurately describe any portion of the overall problem.
So while it is great that you understand that it works, I would highly recommend trying to ensure you pay close attention to the type of braking that's taking place, because the issues with braking that we have now are not the same as we were before. People have just continued to use the same term because that's what they're familiar with, but it isn't the same problem.
What you're describing is a part of ITIL. I'm not sure what you think ITIL is.
And if we're sharing credentials, I was an IT VP for a billion dollar insurance company on Wall St.
We use Fresh Service at my job. It allows for ticketing and a wiki (if you have the time for it)
edit: additionally, while the user is typing up the ticket, it will recommend some of the articles, so long a keyword was selected.
Connectwise is the 500lb gorilla in the msp market, having setup their systems at two msp's. I have never enjoyed the process.
If you want a solution separate from your rmm then freshservice/Zendesk/etc are great to use. They setup like a Google account and use that style of logic.
A really well implemented self service approach is really important when you want to deliver good experience. Most of the self service implementations only account for the portal but there are many other channels where to deliver self service as well.
Self service implementation consists of four phases:
Research
Design
Launch
Improve
I've documented my thoughts on this blog, hopefully you'll find this useful.
Good luck on your new role.
We are a school as well and just have made the switch to Freshservice and what you are looking for is the Estate package. Click here for pricing.
What we have done is a manual import from all our assets so we don't have the cost of the module. Besides this I can really recommend this solution because it offers more than a ticket solution. For all the options click here
Now what about the support you would say well I most say I find it personally fantastic. Firstly they gave a good presentation and secondly I can call in the support if necessary and they will give great support. We have our personal contact person so when things are needed direct I ask for him and for us this is priceless.
Click here and I most say Office 365 and G Suite are both there and that is what we need since we are working in a world with both solutions.
If you are in education you even get discount so the $$$ won't be as much as you would think it would be. And you only pay for the agents that are working on the tickets. The workflow automator is like a charm in Freshservice. Also there are custom fields to support.
We are using a service catalog, albeit mostly internally and with users who are in the know. This fall I want to roll it out schoolwide using our intranet and try to make the distinction clearly between what is a service request and what is an incident request. We do not do chargeback accounting but we use our service catalog as a way for people to request things like add a new staff member, student device swaps, event setup assistance, faculty device swaps, etc. We're using freshservice, you can take a look here:
https://freshservice.com/it-service-desk/it-service-catalog-management
You can try Freshservice. If you are looking for a comparison with other ticketing system tools you can have a look at all of them here Compare Ticketing System
How many people will be working on the tickets? FreshService is free for 3 'agents' on their basic plan. It does ITIL and asset management. We ended up using FreshDesk on one of their higher subscriptions, but we weren't looking at ITIL at the time
I actually like https://freshservice.com/ You get setup on a sub domain on their website BUT you can put your logo and name all over it and it has a TON of settings to improve tickets and your helpdesk users. You can submit ticket by email or by the website. It even has an area were you can post FAQ's and HOW TOs for your users to see. Users can track the ticket and even get updates. It works with SMS as well. Really good for a free product.