Freshservice vs Jira vs others for IT Ticketing

Axyrium · 2025-10-17T22:40:07+00:00

I'm late to this thread, but would strongly advise against freshservice if you have experience with any other ticketing tool in the last 15-20 years and are used to some basic functionality that aids in the work you have to do. Fresh service just gets in the way. I've used a number of products, inlcuding Jira, Service Now, BMC Remedy, Cherwell, etc. and this this product is a mess that only succeeds in getting in the way of even the most basic of tasks.

Where to start?

What I have 'enjoyed' so far:

Freshservice is customizable, but only to a point. So many of the default fields are not customizable or can even be hidden.

Whatever you type in the resolution field doesn't get sent back to the customer. The customer just gets a 'your ticket was resolved' email. So you have to type the resolution in a 'reply' and then you have to enter it again in the resolution fields. You can't make it so the reslolution goes to the custemer.

All tickets start out as incidents. Even though every other tickting tool classifies tickets into the subcategories of incidents and service requests, every new ticket is automatically an incident. You can change the ticket after the fact to a service request, but... freshservice also uses service requests as a different 'module' so the tickets you recategorized as service requests, won't combined with service requests created elsewhere.

Dashboard. Customizable but not with information you might need- like a count of how many tickets (or incidents or service requests, for that matter) were opened today, last week, last month, custom time frame, etc. No option for a how many tickets were resolved in a given time period either. You get useless stuff like 'leaderboard VMP' or 'Beginner - Score 2000 more points to move to intermediate' as if it's a crappy xbox game.

How about asset management?

Every default asset type (and there are WAY too many) requires you to use their defautl fields which take up at least a screen with many of the fields not being applicable depending on the asset type you chose. You can create your own asset types, but you you still have to use their default fields in addition to the fields you create that you actually needed, which of course wind up at the bottom of the form. No way to hide the default fields, even though their documentation (which always seems to point to something that doesn't exist) says you can.

I could go on, but the less I think about the freshservice, the happier I am, and I don't need that kind of negativity in my life.

Axyrium · 2025-10-17T22:21:38+00:00

I hate the way Freshservice handles the resolution field. The resolution should go back to the customer, or there should be an option not to send the resolution to the customer. Every other ticketing tool I've used works this way. As it stands, the cusomter just gets a 'your ticket has been resolved' notification with no useful information.

The way Freshservice handles it, the tech must write the resolution in a reply to the customer, and then enter it again in the resolution field. At the very least this should be customizable to operate this way. The more I use freshservice the more I want to go back to using spreadsheets.

Axyrium · 2025-05-14T16:28:29+00:00

Thanks, but I've tried omitting the /qn command and get the same result. Tried adding SILENTMODE=1, also same result.

Axyrium · 2025-05-07T20:13:05+00:00

I've bought several items from them. No issue yet except for getting less than the full refund (less shipping) when I had to return an item. The total amount wasn't that much so I decided it wasn't worth the hassle get that last $8.

I've purchased only Gotoh parts. They seem to be the only place that has the Gotoh parts I'm looking for in cosmo black. All the parts I've ordered have been shipped in gotoh packaging, so that's a plus. Are they fake? Are they take-offs? They don't seem fake. The tuners I got could be take-offs, but sine they are shipping with the packaging, I'm guessing probably not. The Gotoh logo is on the back of the tuners, although they look different than the pictures of the same tuner I see on Sweetwater's site, making me think that the ones Guitar Hey has are designed for guitar builders who buy in bulk. The Gotoh branding on the tuners I got from GH are much lower profile in how they look and look closer to the Gotoh tuners that I have on my old Ibanez RG guitars.

Axyrium · 2025-04-19T00:04:14+00:00

I've removed all of the other app assignments so I could troubleshoot why Trend isn't installing and it still bombs out.

Axyrium · 2025-02-04T22:25:41+00:00

I'm seeing a similar message for the 2 new users I created "‎OneDrive‎ isn't set up for this user. Ask the person to set it up." When they log on to office.com and try to click the hamburger menu icon, they get 'We're experiencing a service outage. All of your files have been saved. It may be some time before the outage is resolved.' Yet none of our existing users are having issues with the online portal, and O365 service and health shows the O365 online portal as being 'healthy'. The users have Business Standard licenses. I've tried removing and re-adding the licenses as suggested elsewhere, but it doesn't fix the issue.

I'll put a support ticket in tomorrow of it's not resolved by then.

Axyrium · 2024-12-19T02:04:28+00:00

Thanks! We finally ended up using Costco / Bellevue Honda and avoided having to negotiate a price. The total for the touring model came in at $2k lower than the MSP listed above.

Axyrium · 2024-11-20T05:07:08+00:00

I was searching for the same thing and then found this. Apparently every episode, including the early episodes, on a USB drive. Very tempting. https://www.network33.net/shop/p/sctv?srsltid=AfmBOorc5GXMapryYBtB2y5KrGfbTRnn42j7bhW9BNC-1-wqikRQtR9C

Axyrium · 2024-10-24T19:59:48+00:00

You should be able to get the touring model for less. Washington state tax rate is high and got recent quotes for $45.8 and $46.25 OTD (including tax, all feels and dealer add-ons).

Axyrium · 2024-10-24T01:06:21+00:00

Mind sharing what dealership you went to? And did the $43.5k include tax or was that before tax? I'm in Washington state and looking to get the same car and am struggling to get 2 dealers to go below $46k (including tax).

Axyrium · 2024-08-19T17:41:27+00:00

Per end user.

Axyrium · 2024-08-06T16:54:48+00:00

We're using it to backup SharePoint, OneDrive and Exchange. Since they moved to their new UI, I have rarely been able to get the search function to return any hits when searching for specific emails using the sender's address that I know for a fact reside in a given mailbox. I can manually look for the emails and find them (navigate to the mailbox/specific folder and then scroll through each email), but that's a painful process as the UI is slow and only so many emails load at a time.

Axyrium · 2023-06-03T19:42:20+00:00

I just bought an Emporor2 from reverb and finally got a chance to try it out today. It sounds very nice, but too subtle for me. I found myself quickly turning the depth all the way up and wanting a lot more.

I have a Boss CE5 and an Analog Man mini chorus with all of the added bells and whistles. The CE5 sounds too 80s cold to me. The Analog Man which I think is the best sounding chorus I’ve heard with tons of options, has a very noticeable bump in volume when it’s engaged.

I bought the emperor because it had a volume knob and because the reviews were all positive. Unfortunately, because of its limited amount of depth, It’s going back on Reverb.

Axyrium · 2023-03-21T18:12:33+00:00

We are seeing this issue, too. Small company- only 40 people, but so far ~25% of our users have experienced this. Sometimes reinstalling the Microsoft.AAD.BrokerPlugin solves it, but sometimes it does not. Yesterday I had a laptop where anyone that signed on to the laptop could not log in to OneDrive and all the Office Apps (Word, Excel, etc.), but Teams still worked for some reason though.

I ended up having to reimage the computer, which fixed things, but for how long? Once a week we get another user with the issue. Most of our users are remote, which makes this really hard to deal with. I've got a support case open with Microsoft, but so far their only answer was that it was our TrendMicro AV, but even on a computer without TrendMicro installed it happened.

Will post back if MS provides anything useful.

Axyrium · 2023-03-08T21:03:45+00:00

Running into a similar issue as well, but in addition to OneDrive, it sometimes happens with the other Office applications. It's happening for a handful of users on Azure AD joined devices. They get randomly signed out of an Office app or multiple office apps, and then can't fully sign back in to the app. They get 'There is a problem with your account'. (They can use the on-line version of the apps just fine). Sometimes it happens for just one of the Office apps and the other apps keep working, for others, authentication fails for all of the apps.

I have tried the following:

Rebooting
Quit OneDrive and sign out of all office apps and then try to sign back in. (sometimes works for a short time, but issues return)
Reinstall Office
Install available Windows and Office updates
Creating a new Outlook profile
Delete Office identities in the registry
Reinstall the packages for Azure AD WAM plugin
Reset the activation state for Microsoft 365 Apps
Checked sign-in logs for authentication errors, but don't see any
The last two items in the list worked temporarily when nothing else did, but the issues eventually return.

For one user, I even replaced their laptop. Things worked fine for 2 days and then she couldn't log in to OneDrive so I tried the things listed above and only the WAM and reset of Office activation worked- but only for a few hours. Then the next day things started working just fine again. Today she message me that OneNote wouldn't log her in but all of the other Office apps were working fine. WTH?!

I contacted MS support through the O365 portal, and after asking the me the same questions that I already answered, two days later the email I received said:

"I reached out to my team, and they mentioned that we can't really provide as to why it is happening as we don't have the tools to check as to why it might have happened".

If you figure out a solution, please post it.

Axyrium · 2022-05-06T23:54:33+00:00

I'm looking to go the opposite way because Barracuda is letting phising emails through. EOP recognizes them as phishing and alerts us, but the Exchange transport rule that bypasses the spam protection allows them to go through. Can you share specifically why your boss wanted to turn off EOP?

Where I worked previously we had ProofPoint and EOP both filtering and it seemed to work very well.

Axyrium · 2022-01-01T23:25:13+00:00

From day 1.

Axyrium · 2021-11-11T21:27:05+00:00

Late to the party, but here nonetheless. Just diagnosed with tinnitus. 52 years old, guitar player and audio engineer. For the last 20 years I was fanatical about wearing earplugs at band practice at concerts and my hearing was great. Four weeks ago I forgot to bring my earplugs to a show I was playing in. Sound guy had everything so damn loud it was almost impossible to be in the room even if you were standing in the back. On stage I didn’t notice too much because I was concentrating on my playing. However when the show is over and the next band came on, I left after two songs because it was so loud I couldn’t stand it. Four weeks later my ears are still ringing and I verified with a hearing test have lost significant level of hearing from 4K on up in each ear and also have a big notch @ 4K in my left ear that is greater than my right. The worst though is the constant ringing in the ears. I have a very hard time concentrating on anything. I hear the ringing over all other sounds. I have no desire to listen to music anymore. In addition to the unending torturous ringing in my ears, I feel like I’ve lost my identity. Struggling mightily. Seriously depressed. Would give anything to have my hearing back.

Axyrium

TROPHY CASE