Freshservice

We are using Freshservice as our primary ITSM tool. This helps us manage issues reported by our employees, provide our services, and manage problems and changes on our environment. Freshservice also helps us with Asset management.

• Freshservice helped us manage Incidents on a systematic approach
• Freshservice helped us enforce our SLAs

ServiceNow Now Platform

Microsoft 365, Island, NinjaOne, Check Point Harmony SASE, Hyperproof

We use Freshservice on a daily basis in everyday ticketing, the solution serves as the main internal ticketing system and itsm tool for all the employees.

• System increased our digital transformation by more than 80%
• Significantly better employee satisfaction results were achieved
• The system increased the productivity by reducing the load by 50% on agents by using automation tools

Freshchat, Freshdesk

Very Good, Works well for us in our small IT Team.

• SLA
• KPI

Atlassian Jira and ServiceNow DevOps

We use Freshservice to assign tasks across our teams and to improve collaboration with teams. We then have daily stand ups to discuss what's on the board and figure out what we will work on for that current week and in future weeks. We do usually have many tasks as our team is quite small.

• so we have shorter MTTR when it comes to urgent tasks/tickets
• SLAs are not being breached as much as they were before dua to the clear UI and notifications
• overall higher productivity

Tasks for Zendesk and monday CRM

Miro, monday CRM

We are using Freshservice as our main ticketing tool in the company. This is also integrated to FreshSales which is our CRM tool. Majority of our company's processes from Onboarding to Offboarding is in Freshservice. The integration between Freshsales and Freshservice is an advantage as we are able to automate parts of our processes.

• Streamlined onboarding and offboarding
• Partially automated onboarding and offboarding

Freshdesk, Freshsales, Jotform