Likelihood to Recommend
If the organization has a proper CMDB asset record then BigPanda features can be utilized to their true potential as it has alert correlation capability. The alert can be redirected to the proper support team using the auto-share feature. This wouldn't be the case where asset records are not updated and the Operations have to manually assign the alerts to support groups.
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Great for centralizing incident and service request management across the organization, allowing the entire org to use a single point of contact for their shareholders to find and utilize a variety of services. Highly customizable and powerful automations, rules and policies allow for granular modifications and business context-aware routing of requests and notifications, integrations with external applications and api functions. The import process of assets doesn't allow for attribute mapping customization which would be very beneficial
Read full review Pros Alert correlation feature helps in grouping similar alerts together Alert Enrichment to enhance the data after it arrives on the tool Integration with multiple tools The console is very user friendly and provides ease of administration Read full review Helpdesk Ticketing system for escalation and distributing among technicians. Service requests for ordering processes and employee onboarding and termination. Project Management is a useful tool for our IT department to track internal projects. The reporting is very helpful reporting various metrics to leadership. Read full review Cons Tool should have a feature to query the data The dashboard feature needs improvement It should have a dark mode Read full review Once a ticket is resolved and closed if a user responds back it is automatically opened back up. The toggle button for this feature is all or nothing. When the client is installed on the user end not having the software assign an automatic asset tag number. Maybe leaving that field blank or creating a feature where you can turn this on or off. I really can think of any, I really have no complaints about the software Read full review Likelihood to Renew
It's overall value in our organization is extremely high and it has become an essential part of our business.
Read full review Usability
On the I.T. side, the time to ramp up and understand how FreshService operates only took a few hours. After that, it was off to the races with configuration and customization. From the start, with minimal assistance, our end users found FreshService to be incredibly intuitive. At launch, we expected most to submit tickets via email, however, our analytics has shown that end-users actually prefer the portal for managing their I.T. tickets.
Read full review Support Rating
There is always great response times with support. However, I have had multiple tickets where I have had to call back multiple times after suggested solutions did not work. This is okay, however the troubleshooting that took place after the first call was not extremely helpful. For functionality additions, support was always willing to have something built if it didn't exist already. This was awesome because a few special functions were built for our company
Read full review Implementation Rating
think of what you want to do with FreshService : a clean start or a migration. Migration can be done with csv files, it's easy to do but you need to test it first.
Read full review Alternatives Considered
TrueSight didn't provide many customization options. The features provided were primitive as compared to BigPanda. TrueSight was being used just for alert visibility and assignment to a proper support group from a single console. Although
had similar features as compared to BigPanda, the user administration and ease of use were a bit complicated. BigPanda provides a much simpler user interface.
Read full review SolarWinds Service Desk
helpdesk ticketing system it not as easy to use. The integration is not as good as Freshservice. Solarwinds helpdesk tickets does not show related issues as well to help resolve issues. It does not have contract tracking to assist with license expiration. Asset tracking falls short within Solarwinds. As well as automated process and integration with Azure and Domain services.
Director of Information Technology at Humphrey Companies, LLC.
Read full review Return on Investment BIgPanda is very easy to implement and use Better than the previous tool, provides more functionality BIgPanda's alert enrichment feature very helpful Read full review We were able to secure more budget for additional resources by using ticket entry reports to justify the expense. We were able to manage our resources better and increase our coverage where it was most important without having to increase spending. We prevented many lost in the clutter problems by having a consistent portal to open tickets with recorded timing and responses. Read full review ScreenShots