Item: Freshservice
Rating: 7
Author: Verified User

Use Cases and Deployment Scope

Freshservice is currently implemented within the IT department of our business, and assists with collating and collaborating with various different faucets of IT, from data protection, infrastructure, technical support & cyber security.

Pros and Cons

Freshservice is full of ways to make all of our processes more efficient, from the knowledge base to workflow automations.
Being able to incorporate our knowledge base articles in a couple of different ways has proven to be far more useful than we expected as it gives us the option to tailor our approach depending on the user's needs.

I think the email commands in freshservice are cumbersome and difficult to use, I believe there should be an easier way to include these in email tickets, we have found ways around this thanks to the workflow automator, but simple things like the ability to @agent_name in the subject or body of text to automatically assign a ticket would be great out of the box!
I believe a subscription service for the virtual agent is a very poor call, paying a bill per nth amount of suggestions is ridiculous on top of paying for a yearly license.
We would like to see a feature which allows us to enable or disable an agents ability to turn off their ticket auto-assign, as this can cause issues when agents forget to switch them off, or turn them off when they shouldn't.

Return on Investment

Freshservice has allowed the business' IT department to spend more time on the things that matter, and has created allowed for things to become a lot more streamlined.
We had a member of staff leave the business and because of the developments we made with Freshservice, we didn't have to hire a replacement.

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

Salesforce CMS, Trello, Microsoft 365 (formerly Office 365)

Likelihood to Recommend

Frehservice is useful for IT professionals, it has a lot of tools designed specifically around this, and I believe that would be it's best application.
We have other departments in the business that we have considered switching to Freshservice, but the admin tools would be too complicated for them and it has meant we are looking at implementing a different system for those users.

Freshservice - Still room for improvement, but impressive nonetheless

Overall Satisfaction with Freshservice