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 product, terrible support Product is decent but support is horrendous. The features are intuitive and great but I don't believe they stand out from other competition. I was surprised that their tech support is bad, really bad. Isn't a company selling a product for customer support supposed to have stellar support themselves? They need to fix that ASAP.

Ever improving... We've been using Freshservice for some time and it keeps getting better. The team are really quick to respond to support issues, and the management are great at engaging with customers. They clearly want to keep improving the product and when we do find areas that don't quite meet our needs they are always keen to develop the product to overcome this, or point us in the right direction.

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.

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.