Overall Satisfaction with Freshservice
We use Freshservice as out ITIL ticketing system. It is administered in the IT dept with the Service Catalog available to the entire org. We not only us Freshservice for Service Requests and Incidents, but Asset Mgmt, Knowledge Mgmt and Workflow Automation.
- Automated routing of tickets.
- Detailed service items with dependent questions.
- Ease of use which led to quick adoption.
- Tech support is prompt and extremely knowledgeable and helpful.
- While the workflow automation is great, the ability to automate between tickets and assets needs to improve.
- We are already seeing an ROI based on the lower level of administrative overhead.
- Adoption of the tool has gone so well, we are seeing an 80% decrease in email to the helpdesk.
Freshservice is a much more streamlined product, providing an ease of administration not found in most tools. In addition, Freshworks has an unbelievable record of growing the tool through development and technology acquisition. They are always looking to improve upon an already stellar toolset.
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