Great Start-up Ticketing System
March 31, 2021

Great Start-up Ticketing System

DeAnn Kenney-Garrett | TrustRadius Reviewer
Score 8 out of 10
Vetted Review
Verified User

Overall Satisfaction with Freshservice

It is being used as an intake software for our HR Service department.

Pros

  • Tracks all tickets
  • Available via email 24 hours a day
  • Easy to use
  • Easy to make changes within our knowledge base

Cons

  • The system sometimes makes new tickets with responses to original tickets.
  • I do not always love the updates and the timing of the updates.
  • The reorganization of the knowledge-base made it harder to find FAQs.
  • This has been a great tool to use in order to track our tickets/issues.
  • Prior to this there was no tracking tool and not all customers were answered.
  • There is an accountability that goes with this system that my team and VP enjoy.

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

The ease with which I was able to quickly stand up my HR call center with this ticketing system was fantastic. HR is ever-changing, especially in healthcare during a global pandemic. I can quickly update our knowledgebase for my team to utilize as well as our canned responses to lessen the time it takes to answer our constituents as well as to ensure the same message is going out to everyone.

Freshservice Feature Ratings

Incident and problem management
8.7
Organize and prioritize service tickets
9
Expert directory
Not Rated
Service restoration
Not Rated
Self-service tools
Not Rated
Subscription-based notifications
Not Rated
ITSM collaboration and documentation
8
ITSM reports and dashboards
9
ITSM asset management
Not Rated
Configuration mangement
Not Rated
Asset management dashboard
Not Rated
Policy and contract enforcement
Not Rated
Change management
9.0
Change requests repository
Not Rated
Change calendar
Not Rated
Service-level management
9

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