Likelihood to Recommend Freshservice is a complete ITSM solution. I have used some others over the years and moved away from them to Freshservice. I have implemented Freshservice in 2 new roles over the years, and everyone has loved it. The functionality that it incorporates, enabling IT teams to become ITIL compliant is truly useful. Compared to 5 other ITSM tools that I have used over the last 10 years, Freshservice is far better.
Read full review The user friendly android and IOS applications are one of the best features of Zoho Desk although if you are expecting a Desktop application then you will be disappointed and will have to access it from your browser which can be slow sometimes, depending on your internet connection. The work flow of tickets submission either manually through the dashboard or mobile application, and tickets assignment to other agents along with tracking tickets and agents' performance is very easily executed with no issues being faced.
Read full review Pros Workflow automation Knowledge base articles for users and agents easy to add categories & sub category and make them compulsory so that ticket cannot be closed without filling the information it works with email address very simple to create different department and queues Read full review Report features give the all insights of the customer team and customer support which enables us to make changes according to it. The best thing about Zoho Desk is that it has a very beautiful and fully designed dashboard. I have been using this software for a very long time in my organization, it is very easy to use with having the interface created on a very advanced module. It is completely a feature rich platform. Read full review Cons Change Management - Current system is geared towards full software or system change management. It would be great to have a simple Yes/No approval without having to utilize their workflow tools. Data selection filters - Overall, their data filters are very good, but it would be useful to have "Last Week" and "Last Month" in the date selectors. Read full review When utilizing as a ticketing system, it would be nice to have a better way to monitor when something is due. It's just a little cumbersome. Search Functionality - The search functionality could use a tweak or two. Too many times I am unable to find tickets. This would also be very helpful for the "Recycle Bin" when you just need to find that ticket you accidentally deleted (we are all human!). :) 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 At times Zoho [Desk] can be a bit glitchy. It does not auto refresh on the ticketing system, and even f it tells you there is a new ticket clicking it does nothing and you need to refresh the page for it to work. We have found at times that is can become unresponsive, although this usually doesn't last for longer than 15-30 mins.
Read full review Support Rating 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.
Read full review Zoho Desk has a technical team of professionals, who are well informed, and they know how to share the knowledge with the other players. Besides, they are competent in dealing with all kinds of customers, from divergent locations, and adopt their differences. Lastly, when called upon to solve an issue, they are quickly responsive.
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 I've used
monday.com for ticketing, but Freshservice is made for it and the asset management feature adds value.
NinjaOne 's ticketing is not built out so we only use it for its RMM features.
Atera has a nice ticketing platform and looks similar to Freshservice but they do not have an onboarding feature and other integrations that Freshservice has
Read full review We selected Zoho Desk as we needed a platform that was going to allow the business to grow through both usage and staffing numbers. We wanted something cost-effective but still offered standard features in an effective cloud-delivered solution but would still allow customization by our internal dev team, to derive better value from the service where it natively didn't do what we needed it to.
FreeAgent was okay for a while, but Zoho Desk has allowed a vast improvement in our service offering to end customers.
Read full review Return on Investment Freshservice has allowed our organization to better track the amount of tickets that come in for a particular individual. This allows us to better support a user that is having multiple of the same issue over an extended period. The communication to the user has greatly increased due to the automated messages that Freshservice has built in. Read full review Zoho Desk has created an organised sytem of support which alows me to help my customers more efficiently. By saving resolutions as articles, Zoho Desk has provided a training resource for current customers and support staff as part of solving problems. All new customers become part of a database of customers who continue to receive support and education from forums created by the articles and customer questions. Read full review ScreenShots