Likelihood to Recommend
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!
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The reason why i would recommend Virima its because they offer most excellent SaaS solution which is bound to solve the most stringent IT assets and services management problems. Has a graphical representation for changes to provide better insights. Helps to monitor our network and enhance security highly. I love the support team they are very responsive and easy to reach at.
Read full review Pros 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 Virima is outstanding in relation to information Technology asset tracking. Great in in terms of company or organization contract management. excellent in terms of license management. Read full review Cons 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 Offers a vivid service mapping feature that represents the full picture of how business services are supported and what is occurring at the application, computes, and network layer that could be impacting availability performance. Application dependency mapping. IT Assets Management. 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 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.
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Magnificent with data security and data warehousing. Terrific with IT asset tracking. Great with contract management. Brilliant with license management.
Read full review Return on Investment 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 Monitors and enhances security on our Network system. High automated IT Asset Management. Virima links our business processes to the technology and services business that it rely on. Great support team. Overall i am a fully satisfied customer. Read full review ScreenShots