Item: Freshservice
Rating: 6
Author: Verified User

Use Cases and Deployment Scope

Freshservice is being used at our organization as a ticketing tool. Numerous integration points are attached to it like Slack, Email, API Webhooks. We have leveraged the use of its catalog functionality for the separation of requested items. We have been using it for various things like user onboarding, offboarding, life cycle management, etc.

Pros and Cons

Flexible
Integrated
Easy to use

More real time Inhouse integrations can be added
Customization creates pages slow
Differential UI for Agents & End-Users creates confusion

Return on Investment

Helped meet compliance
Standardized the workflows
Single pane of ticketing tool

Alternatives Considered

ServiceNow Customer Service Management, Jira Service Desk, CA Service Management and with CA Service Desk Manager

Key Insights

Do you think Freshservice delivers good value for the price?

Not sure

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

Other Software Used

Jira Service Desk, ServiceNow Customer Service Management, CA Service Management, with CA Service Desk Manager

Likelihood to Recommend

The product with current capabilities and continuous improvements can do wonders with items like Catalog items, automator workflows attached to those. This serves to automate many complex things through the workflow designs. Actions are useful to fulfill the requests and goals.

If it can support customization of pages of client sides without adding extra slowness, that would be great. It can also have native integration capabilities like chatbots attached to those catalogs.

Freshservice, new dimensions to Service management

Overall Satisfaction with Freshservice