Likelihood to Recommend
It is well suited for a service-based department, but it can sometimes offer confusion for non-technical users because of the amount information the form fields require. Most customers don't want to write the equivalent of a book to simply say that " I want to obtain a license of Adobe Acrobat and charge it to the department."
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Ticket management is so well put together! It's easy to create, work and wrap up tickets in an efficient manner. Inventory management is helpful and provides us info that we need on the fly to help our customers better. Issue management other than IT, we rolled Freshservice out to several departments where the workflows and structure were well suited to handle their issues easily and efficiently. I struggle to think of a scenario where it is less appropriate, unless it's where the users just won't use it!
Read full review Pros Documentation is very important for any technology department. We can easy attach quotes, screenshots of issues, or invoices so that any one looking at the work order once closed can see that the task was completed quickly or may require more resources if needed again. Tracking the progress of your team is also important when considering pay scales or promotions. Reports help you see which employees are going above and beyond and those that are needing extra motivation. Universities have to work as cohesive unit to be successive. Our customers tell is us what is needed for them to do their jobs and we are able to divide the work amongst our staff to continue the quest quickly. 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 Customization without the need for lengthy contacts with tech support. Non-technical team members should be able to resolve malfunctions with the interface and its components. A mobile app would make resolving work orders in the field easier. Without the need for a PC-like device to access the program. Many times, weather conditions are not kind to tablets. A cell phone is more reasonable. 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
In general, the support was provided in a timely matter. But if you need a better support - there are more expensive plans available with premium support. As for the support we requested - any bugs were fixed quickly. The things nice to have were addressed slowly or never - but this is because of our plan))
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
There has been less downtime due to incompatible upgrade elements in our environment. EasyVista is takes hours not days to troubleshoot and resolve any functionality errors. Tech Support has been more helpful and reachable.
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 Our turnaround time has decreased steadily use implementing use. Our CIO is update on the progress of his team at all times. The customers feel better informed about their requests from start to finish. 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