Item: Freshservice
Rating: 9
Author: Verified User

Use Cases and Deployment Scope

Our agency as a whole uses Freshservice to manage needs throughout several departments. Our IT, Facilities, and EHR Support all use this platform to manage issues or projects. End users submit tickets for their needs and also have the ability to search our solutions for answers to frequently asked questions.

Pros and Cons

Easy to set up ticket types
Solution center is great for FAQs
Users can manage their own tickets
Ability to sort tickets to different departments

The BOT for chatting is not very useful and would be beneficial

Return on Investment

Faster resolution of problems
Ability to assign tasks

Usability

Super user friendly from end user to support staff.

Support Rating

We have no issues.

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?

I wasn't involved with the selection/purchase process

Did implementation of Freshservice go as expected?

I wasn't involved with the implementation phase

Would you buy Freshservice again?

Yes

Likelihood to Recommend

Freshservice works well for agencies where employees need support from any multitude of departments. It gives users the ability to search for solutions that your agency creates. Create as many as you need!! You can have as many different ticket types as you'd like and you can require fields based off of answers throughout the ticket.

Recommended product

Overall Satisfaction with Freshservice