Asset Management and Incidents/Service Requests
March 31, 2021
Asset Management and Incidents/Service Requests
Score 9 out of 10
Vetted Review
Verified User
Overall Satisfaction with Freshservice
Freshservice is used by our digital support department and our marketing department. Digital support uses it to store solutions, assets, receive and process incidents, service requests, problems, etc. We originally had our assets in an Excel sheet. Since using Freshservice, it has helped let us see where everything is located and is easy to update compared to messy lines in Excel.
The incidents portal is the most used, as it is how the rest of the company keeps in contact with us about any IT issues they have. Solutions are also handy, as our procedures were kept in SharePoint, where they were hard to find and load. Placing them in Solutions has allowed us to actually reduce the amount of content we had, as we use a lot of similar processes for many deploying situations, and were able to link to the one process rather than copying and pasting everywhere.
The marketing department is using it for the service requests portion, which has solved their issue of getting emails to individual people in the team all over the place.
The incidents portal is the most used, as it is how the rest of the company keeps in contact with us about any IT issues they have. Solutions are also handy, as our procedures were kept in SharePoint, where they were hard to find and load. Placing them in Solutions has allowed us to actually reduce the amount of content we had, as we use a lot of similar processes for many deploying situations, and were able to link to the one process rather than copying and pasting everywhere.
The marketing department is using it for the service requests portion, which has solved their issue of getting emails to individual people in the team all over the place.
- Clean look; easy to read and see information
- Different aspects work well together
- Assets portion is easy to manage
- More customization on fields for asset management
- Solution interface is very basic and sometimes formatting gets messy
- The filtering and search functions don't work well together; as soon as you filter, you lose the ability to search
- All communication on issues is centralized, empowering users to report and respond
- Most information in one place meaning fewer sites for staff to navigate
- There was a steep learning curve to move from previous methods
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