Excellent ticketing system for enterprise and small business!
January 14, 2019
Excellent ticketing system for enterprise and small business!
Score 9 out of 10
Vetted Review
Verified User
Overall Satisfaction with Freshservice
We use Freshservice as the unified ticketing system for all Operations departments. This has greatly simplified the support process for end users and led to very high user satisfaction. The automation options and overall flexibility of the product are also huge pluses. We've been able to craft custom workflows and scenarios for very different support teams.
- We love the Service Catalog feature that allows us to create easy, standardized self-service processes for common requests.
- Freshservice has always been reliable and communicative. If you ever need help or have a question, the support team is readily available.
- Freshservice is at its heart a very solid ticketing platform. It is easy to use both for users and agents.
- Freshservice doesn't have as wide an integration library as Zendesk. But that gap really isn't so wide that it has hindered our use.
- The asset tracking feature is neat, but as it is priced per asset, we chose to use something else instead.
- We have been able to streamline our support operations, keeping our teams lean and agile.
- By consolidating all support functions into one system with Freshservice, it is far easier for different departments to collaborate on an issue.
- Freshservice pricing has been consistent and fair.
Freshservice offered a number of awesome features pre-baked into the product, where Zendesk is more flexible and has a wider library of integrations. For companies who don't need that deep flexibility, Freshservice is an excellent choice as a ticketing system. The service catalog, in particular, was a winning feature that sold us on Freshservice.