Item: Freshservice
Rating: 10
Author: Rob Buurman

Overall Satisfaction with Freshservice

Use Cases and Deployment Scope

Freshservice is our ticketing-system. All incidents and service requests are being registered in Freshservice. It's our asset management tool, containing information about who is using-what. Now with everyone working from home, we needed a IT support tool, Freshservice is web based, has apps for mobile devices and gives the end user a smooth way to report any issues. The IT Servicedesk can keep track on all reported issues and is able to provide adequate support.

Pros and Cons

Pros

Web-based : issues can be reported from any device
Mobile apps : issues can be reported by using an app and reported issues can be tracked by the user
Asset-management : a Probe scans the devices and maintains installed software on devices

Cons

Maintenance of software assets : Freshservice reports the installed software, but if a device is retired, the software remains registered in the software assets. It would be better to have an option to clean it up.
Software assets are registered per software-release : there is no way to get an export of one software-asset at once, you have to export them per release. In case of programs like Firefox it's time consuming

Return on Investment

Freshservice costs less than our previous support tool
Because Freshservice offers a lot of options OOB, we now do things we never did before, like asset management or proper authorization
Freshservice helps IT to get to a higher level

Time to Value

It works 'Out-of-the-box' (software nowadays never comes out of a box) : it's configuring your settings and you are good to go. Most features you need are there, adjust them to your demands, that's all to it.

Support Rating

Very good support, via chat and via email.

Alternatives Considered

TOPdesk

We switched from TOPdesk to Freshservice, mainly because of the costs. Freshservice offered so much more functionality that it was a no-brainer to make the switch

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

Adobe Acrobat

Likelihood to Recommend

We implemented Freshservice within one month, luckily just before covid forced all staff to work from home. It helped us to get all staff up and running from home.

Freshservice Feature Ratings

Using Freshservice

Users and Roles

500 - All users use Freshservice : it's the source for questions, issues and information.

Support Headcount Required

4 - 4 Servicedesk agents are able to manage it all

Business Processes Supported

Employee On- and Offboarding
Requests for new software
Request for access

Innovative Uses

most assets are kept up to date in FreshService (pc's and laptops)
users can use FreshService on the mobile app

Future Planned Uses

we are looking at orchestration

Likelihood to Renew

we are pleased, so why change ?

Evaluating Freshservice and Competitors

Products Replaced

Yes - Topdesk. We had a discussion with Topdesk about renewing licensing, which made us look for an alternative.

Key Differentiators

Price
Product Features

Pricing : it had to be cheaper than TopDesk

Evaluation Lessons Learned

i would do the same way

Freshservice Implementation

Implementation Rating

think of what you want to do with FreshService : a clean start or a migration. Migration can be done with csv files, it's easy to do but you need to test it first.

Implementation Details / Implementation Partner

Implemented in-house

Implementation Phases

Change Management Lessons

Change management was minimal

Implementation Issues

in fact it was very easy to do, no issues found

Freshservice Support

Freshservice Customer Support Pros and Cons

Pros	Cons
Quick Resolution Good followup Knowledgeable team Problems get solved Kept well informed No escalation required Immediate help available Support understands my problem Support cares about my success Quick Initial Response	None

Premium Support

it's all included

Exceptional Examples of Freshservice Support

During the start FS helped us with our workflows. It's just a matter of understanding how it works, after that we were able to do it ourselves.

Using Freshservice

Usability

it's very intuitive, for both end-users and agents. New features are added all the time so your not buying just a product, you get a service.

Usability Pros and Cons

Pros	Cons
Like to use Relatively simple Easy to use Technical support not required Well integrated Consistent Quick to learn Convenient Feel confident using Familiar	None