Freshservice as a helpdesk alternative
November 16, 2020

Freshservice as a helpdesk alternative

Anonymous | TrustRadius Reviewer
Score 9 out of 10
Vetted Review
Verified User

Overall Satisfaction with Freshservice

Freshservice has come to serve as a helpdesk for our company, it helps us manage several requests across the company, handled by a few teams. Due to the ability to create customer service catalog items, it helps us manage tasks related to information technology, facilities, and others. With the various options in the admin dashboard, you can adjust the helpdesk to every team's needs.

Pros

  • Team creation and tickets routing accordingly.
  • The ability to handle several tasks with the workflows.
  • Custom Service Catalog.
  • The option to change the roles and permissions according to the teams.
  • You can have as many requesters as needed, without having to pay more for them.

Cons

  • The platform can still create the tickets separation per team, something like ITINC-01, and FACIN01, meaning that ITINC is an IT incident and FACIN is a facilities incident, this can help check how many tickets have been raised for every team since the very beginning without having to filter all the tickets.
  • Option to display help articles in the agent's dashboard, even when the platform is oriented to improve the end-user experience, improving the experience of the agents will therefore improve the end-user experience too.
  • They can integrate the option to send recurrent reminders every time frame for the requests that have not been attended.
  • An option to disable the "New Ticket" option for a specific requester's team can also be helpful. That could help us reinforce the usage of the Catalog and end-users will be forced to look for an item before submitting an incident.
  • We've been able to migrate from a more expensive tool, giving us the option to pay for the required spots only.
Freshservice offered a much more user-friendly experience, also end users like it more because of that, besides, it offers suggestions while the end-users are making requests, which might help in resolving the issues before these are raised.

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

Freshservice has a very friendly dashboard and it's very intuitive; you can easily find the option you need by checking the names of the options. About the scenarios where it's pretty well suited, I could say that is the Service Catalog since it helps us create requests adjusted to the needs and the end-users will enter the information required for us to complete the requests.

Freshservice Feature Ratings

Incident and problem management
8.3
Organize and prioritize service tickets
9
Expert directory
8
Service restoration
Not Rated
Self-service tools
8
Subscription-based notifications
8
ITSM collaboration and documentation
9
ITSM reports and dashboards
8
ITSM asset management
8.0
Configuration mangement
9
Asset management dashboard
8
Policy and contract enforcement
7
Change management
7.0
Change requests repository
7
Change calendar
7
Service-level management
7

Freshservice Support

I really like their support team, they are very friendly and very knowledgeable. Every time I have contacted them with any doubt, they were able to resolve it, and when my inquiry had no response, they would escalate the requests as feedback. Accessing their portal, you can also verify that your request has been properly escalated.

Using Freshservice

It's pretty easy to use and very intuitive and when a new option is added, you are offered the option to make a quick tour in the new option, besides you can find lots of information in their Service Portal. If you don't find anything that can help you, you can easily contact their support team, they have good response times and they always offer the solution or a workaround.

Comments

More Reviews of Freshservice

  1. Home
  2. IT Service Management (ITSM) Tools
  3. Freshservice Reviews
  4. User Review of Freshservice