Freshservice is a cloud-based service desk and IT service management (ITSM) solution that currently serves more than 10,000 SMB, mid-market, and enterprise customers worldwide.
$19
Per Month Per User
Gladly Customer Service
Score 8.6 out of 10
N/A
Gladly Software headquartered in San Francisco offers their omnichannel customer service platform, providing one platform to oversee customer correspondences and also provide customer self-help.
Freshservice is a great solution if you plan to use multiple modules and incorporate multiple business units. The all in pricing allows exploration of the many capabilities of the platform without worrying about cost as it is set per agent per month. If you only need ticketing the price in my opinion is not competitive. Also, as Freshservice does so many thing, they do them all adequately. So for the all in pricing you are giving up having top tier product in each module.
Any business that has a customer base could benefit from Gladly. If you call, text, social media message, etc Gladly can do all of these functions and keeps all of these conversations easily located so that you can refer back to previous conversations. The ability to leave notes on the account is very helpful.
Asset Management Module: The features I like most in this module are the discovery agent software, which allows us to collect device information without manual intervention, and the simplicity and robustness of the module itself.
Service Catalog: This feature allows us to create forms tailored to specific service requests based on group requirements. The ability to customize forms greatly helps both us and our end-users provide the necessary information to fulfill their requests.
Workflow Automator and Business Rules: These two allow us to have some automation in place, eliminating some of the manual steps and decreasing the number of human errors that may happen due to manual changes.
Figuring out the automations is sometimes tricky. For example, if you want to pull the information for an asset and put in the service tag into the ticket then this uses Liquid filters which are sometime hard to understand
Would love to see a more feature rich CMDB built into the assets module
Reporting is not granular enough and some reports are nearly impossible to generate
Freshservice is pretty ingrained in our IT processes and policies. A replacement would take quite a while to do, but we are mostly satisfied with the service so we have no plans on moving.
Gladly really has all the information needed about a customer that you would need.If gladly does have a specified space for specific information you can add notes in multiple locations to remind you self of special circumstances. Gladly meets all our expectations and continues to provide a see less transaction
Easy to navigate and use GUI. We have many infrastructure team members from various departments using Freshservice and their on-boarding and training was very straightforward and we have not received much, if any negative feedback from non-technology users in regards to overall usability, interface or functionality.
There are days where it can get a bit slow for a short time, but these are rare and I wouldn't exactly blame it on their product. The system itself processes requests very quickly.
I contacted support once and the person handling the request was very helpful. The staff is very competent. In my opinion communication could be improved as the level of spoken English is very high. I was unable to understand some words, in fact two people participated in the second meeting.
Gladly is always available to support its customers. That being said, we really haven’t needed support. The product is intuitive and stable. The reality is the support we receive is more collaboration on how we can help Gladly continue to revolutionize this space.
Their documentation is pretty good, but only available in English. This makes it difficult for some of our users to understand. There are also some basic video courses available.
Use case and requirements have to be very specific. Each business is different so it's very important to be as clear as possible with your initial requirements when communicating with the on-boarding/implementation team.
1. Cost - I have always had the best cost provided by Freshservice as compared to others 2. Functionality - far more functionality is provided by Freshservice 3. ITIL enabled ITSM tool with better support for different ITIL modules 4. Reporting - easiest to produce reports in Freshservice 5. Workflows - Workflows are far superior and easier to configure as compared with other products Service Now is great for the above as well, but it comes at a far greater cost as compared.
Freshservice has allowed us to handle approximately 20% more tickets and incidents per month, compared to our previous legacy system.
Back & forth communication between our techs and end users was very poor prior to Freshservice. Freshservice has changed all that. Email and other communication is now very fluid and easy for both groups. Communication has increased significantly.
Supervisor reporting and management are also much better. It's much easier and quicker to get information about how things are going. The "at a glance" dashboards are very effective and I use them daily.
Freshservice has a technician leaderboard that has caused our techs to push themselves to surpass their counterparts. The end result is that tickets get resolved more quickly and our end users get their issues resolved faster.
