Easy tool that keeps innovating
August 17, 2019
Easy tool that keeps innovating
Score 7 out of 10
Vetted Review
Verified User
Overall Satisfaction with Freshservice
Our organization rolled out Freshservice to replace an old, clunky tech support ticketing system. Freshservice is the definitive way our users inform the I.T. Department of a problem. Users submit tickets to Freshservice via the portal and email. It also provides our users with a self-service knowledge base in an effort to help them resolve issues on their own.
- User-friendly products
- Affordable
- Steady development
- Company has spread itself too thin in recent months and lost its focus
- Company's understanding of culture in English speaking countries creates some confusion.
- Continued confusion between FreshService & FreshDesk.
- Faster time to resolution.
- Improved overall satisfaction with the I.T. Department.
- Easy ticket management and organization.
Zendesk is the Cisco of the IT Support world—everyone uses it and no one gets fired for buying it. However, Zendesk is far more than most organizations need and is one of the most expensive solutions. I really wanted to go with HappyFox, it performed well and has a great interface. However, it lacked the ability to customize in the ways I needed it to be. I could not force my users to conform to HappyFox, it should conform to them. In the end, FreshService met our needs and was the most affordable for what it provided.