New IT Ticketing System: Adopting a best practice from the ITIL Framework on Incident Management
May 30, 2023
New IT Ticketing System: Adopting a best practice from the ITIL Framework on Incident Management
Score 8 out of 10
Vetted Review
Verified User
Overall Satisfaction with Freshservice
Freshservice is mainly used by our company IT ServiceDesk agents to support end users throughout all departments for office globally (Malaysia, Singapore, Norway, UK, Brazil, Amsterdam, Nigeria and Ghana) for the past one year. Until recently, we soft-launched to end users to submit their IT issues via the Freshservice portal and assigned to IT ServiceDesk agents.
- Ease to submit ticket
- User can monitor their own tickets
- Easier and automated reports send to respective IT personnel
- Easy to modify the Form Fields
- Easier administration
- Auto-assign does not work very well even the Agent option has been enabled
- The new analytic reporting quite confusing and need to learn it
- Good to have a version control on workflow automation that allow me to rollback if there's any issues.
- Satisfied with the investment
- User experience is good and we are currently working with the new user interface
- Admin able to perform a great amount of customization without much coding involved to fit the business needs.
Easier to implement as compared to other ITSM tool like Summit Symphony ITSM. Freshservice to be the perfect amount of customisable in the Admin portal and we can use it out-of-the-box without needing any coding knowledge to build anything, but we have used the settings to customise it to fit our business needs.
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?
Yes
Would you buy Freshservice again?
Yes