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.
$29
per month per agent
Piper the AI SDR by Qualified
Score8.9 out of 10
N/A
The Qualified product suite automatically identifies, engages, and converts website visitors into pipeline. Piper the AI SDR Agent engages these buyers around the clock with live chat, answers questions, to convert prospects into pipeline.
Freshservice is well suited for companies looking to implement ticketing / case management across the organization, but only if IT will be using it. Otherwise, I'd recommend Freshdesk. IT departments that don't function in the ITIL style of incident, request, change, and project management may find it overkill if they are only looking for a simple Help Desk solution.
A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. TR verified that a representative sample of customers was invited. More Info
Piper the AI SDR is perfect for a global marketing team who wants to have greater control over conversations that are happening on the website. She does an excellent job of qualifying leads and getting meetings booked. In addition she does an excellent job routing people to support and away from sales if that is not an area they are interested. There aren't many areas we have found Piper to be not appropriate. As we continue to hone in and improve her capabilities.
A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info
A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info
A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info
To have more options on what to do with the emails that arrive in the support mailbox (which goes to Freshservice), Setting some special rules or detailed filtering is not possible.
Non 3rd party tools to connect to Intune are missing. Additionally, the third-party tool available in the store is not satisfactory. It would be nice to have native support for importing devices from our Azure cloud.
The contract requires you to prolong your contract end-date by two years instead of just one year, which to us is a bit aggressive.
A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info
Piper the AI SDR can get tripped up when someone asks a question we weren't prepared for. Example Does the webinar cost money? Of course not but we didn't specifically put anywhere that it doesn't, and she can get confused
Piper the AI SDR can sometimes get overzealous and try do things she isn't able to like help someone download an ebook
There are some trigger limitations for email but we are aware it is on the features roadmap
A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info
We are pretty invested in Freshservice right now and have integrated it pretty heavily into our environment, so it would be hard to move away from it. For the most part, we are happy with Freshservice and the ease of use it gives us in managing tickets through the system. The only complaint we've had is customer service.
A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info
The UI design of Freshservice is simple and intuitive. You don't have to be a technical expert to navigate your way into the different pages/modules available. There are no buttons that are hidden in plain sight. Even our HR team required little to no help when they started using Freshservice.
The Qualified tool itself if superb. It comes with so many features, not just the AI SDR - Sani, in our case, but additional features and benefits which I've started to take full advantage of. It's allowed us to drive engagement across the website within just days, and has already begun to see leads converted to open, and in some cases, won opportunities in under two weeks. Our AI SDR - Sani, has opened so many doors for the business. We've learned so much from our customers, website structure and content that resonates with prospects.
A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info
In our 3 years of using Freshservice, we've experienced several outages in the first 2 years. There were times where it only took minutes or hours but there are also times where it took a few days. Each time, Freshservice remained transparent and constantly communicated their progress. We haven't had one in the past year which indicates Freshservice have improved their servers.
Pages load quickly but internet connectivity can also play a big role. Integrations doesn't affect the performance but internet connectivity may be a big factor. As a company with most employees working from home, different network providers from different areas/countries can have different experiences. Search load time needs improvement.
Support from OEM is decent but needs improvement. Sometimes OEM also needs to understand the criticality of the customer and help as an Ad-hoc, which is somewhat lacking at Feshservice. Although the normal support team is well-equipped and helps according to the matrix, if something critical for the partner or customer requires immediate attention, it still goes through the L1-L2-L3 levels, which wastes a lot of time.
A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. TR verified that a representative sample of customers was invited. More Info
A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info
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.
A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. TR verified that a representative sample of customers was invited. More Info
Creating the correct groups for the stakeholders and enabling the right notifications are one of the most important aspect of the implementation. Creating Change templates will also help in the long run and it's a good practice to create one, if applicable.
Easy setup and a lot of customization which can be made. They offer the full ITSM tool for 75$ per agent and all the PRO are included in the package, which makes it easy to calculate and use. There are only a few add-ins that you need to pay for, based on the number of agents or the number of executions.
A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info
We chose Qualified over their competitors because of our interactions with their team and the product. Their team made it feel like this was a partnership and that we weren't just some other customer. Implementation was fast and the tool is very user-friendly. Their customer support is next level and we really appreciate that. All in all, we love their implementation time and great service
A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info
Freshservice allows flexibility with contract terms and pricing model. Monthly and annual payments are allowed. The unit pricing needs a bit of improvement. It would be great if they offer unit pricing per capability instead of one pricing for all the capabilities. Small businesses have different use cases and not every agent needs all the modules available.
We were able to scale easily across multiple departments. As our company keeps growing, we have not needed to change anything in terms of scaling since we started using Freshservice. There were no changes to the admin and end-user experience from when we were a 1,000-employee company vs to our current head count of 2,000+.
A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info
A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info
A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info
