Item: Freshservice
Rating: 9
Author: Cindy Whylings

Use Cases and Deployment Scope

We use Freshservice as our primary IT servicedesk location organization-wide. We support personal PC's, corporate applications and services and business offices. We support our members who are distributed across the globe and our offices, located in all US time zones with a very small staff of agents. Freshservice provides us a platform to respond to support and troubleshooting responses when the users need support, despite the time zone differences, with some of the platform features. We leverage the workflow automations, solutions catalog, canned responses and the mobile app to provide help any time day and night.

Pros and Cons

Canned solutions allow our agents to prepare detailed answers that we use often which contain protected information we don't want published on our more public solutions.
The ability to insert a solution or canned response with a click speeds our responses to our users. We often create one response to a new issue and then save that as a canned response, which we use to create a more public solution. This allows the troubleshooting performed by one agent to instantly become available for all agents.

Workflow automations are great but sometimes we have trouble with the ordering and workflows are applied incorrectly when multiple issues are reported in a single ticket.
We don't find the built-in reports helpful and would like to be able to build reports based on additional fields or even keywords.

Return on Investment

Adoption of our corporate IT applications has is improved through publishing Solutions and providing agent help and troubleshooting when the user is having the issue.
Improved application and PC uptime at our corporate offices.

Alternatives Considered

We previously used a shared email box, with an auto responder and a folder with responses we could forward to users. Most of our users start tickets by email, so switching to tickets generated by email submission was easier. However, email is not a great help desk solution and it does not provide the metrics and automation that we get with our Freshservice solution. Further, our freshservice solution portal meant that our users could bypass sending emails and search solutions and resolve issues themselves in a more timely manner.

Support Rating

When we have needed to reach out to the Freshservice support, tickets have been resolved in a timely and accurate manner. Early on in our deployment our agents needed more support from the Freshservice team. As we have matured in our use of the product we find that the Quick Help articles provide us with many of the answers to our questions right when we need them.

Key Insights

Do you think Freshservice delivers good value for the price?

Yes

Are you happy with Freshservice's feature set?

Yes

Did Freshservice live up to sales and marketing promises?

Yes

Did implementation of Freshservice go as expected?

Yes

Would you buy Freshservice again?

Yes

Other Software Used

Microsoft Cloud App Security, Microsoft Dynamics 365 (formerly Microsoft Dynamics CRM), KeePass, CloudPATH

Likelihood to Recommend

Freshservice is well suited to our user base needs with the ability to create tickets from our support site, through email and by call in. We even have users who walk in with issues and our agents can raise a ticket on their behalf and cases where one user raises a ticket on behalf of another, and we can re-assign the ticket to the affected person at any point during the response. This makes it well suited for our organization's support needs.

Because it is so easy to email in a request to our servicedesk site, we often get questions directed to other departments or services within our company. The Forward feature allows us to forward the request to the correct department, respond to the user and close the ticket making our servicedesk a central location for all the support needs of our user base, even beyond its IT focus.

Freshservice: a Fresh approach to Servicedesk

Overall Satisfaction with Freshservice