Item: Freshservice
Rating: 8
Author: Verified User

Use Cases and Deployment Scope

We utilize Freshservice across our org for HR, IT, and Facilities management. Everything from trouble tickets to new hardware requests are handled in here. When setting up the platform, we found the workflow automator easy to use. Any issues we had during our setup process were quickly handled by support inside of our instance with the built-in chat functionality. We have also made feature requests and suggestions and our FS team and account managers have been great throughout the entire process of our switch out of Zendesk to this platform. We even handle onboarding and off boarding start to finish, with the appropriate tickets automatically routed to the appropriate teams and all connected back to the main new hire and off boarding ticket.

Pros and Cons

On-boarding process management.
Service Requests and form building.
Ease of automations and workflow creations.
Support.

Unable to add form fields across multiple form or submission types.
Unable to set default dashboards and views.
Inability to easily import data from other platforms.

Return on Investment

Much more cost effective than other ITSM platforms.
Easy to set up, time not lost during setup or migration.
Easy to build self service articles and knowledge base.

Alternatives Considered

Zendesk Support Suite and ServiceNow IT Service Management

We came from Zendesk, which worked well for us as a customer service interaction platform, but we needed a fully-fledged ITSM that would allow for asset management, documentation for internal changes and requests all in one. We found that with additional tools and automations in a lesser priced version of Freshservice. Now, to be fair, Zendesk isn't a true ITSM platform, but they do advertise themselves as an IT platform, which I don't fully agree with. We also compared to ServiceNow from a feature set perspective, of which this had a large majority of the features at nearly 1/10th the cost. If you're looking for something you can get up and running yourself quickly without intervention from consultants and developers, this is the platform for you.

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

Asset Panda, Microsoft 365 (formerly Office 365), LogMeIn Central

Likelihood to Recommend

This may be better suited for a multi-group IT team versus utilizing across Operations teams like HR, Facilities, and IT. Admin permissions and default views are not able to be set on a user level, and if you want a dedicated admin account, you have to pay for an extra license. They have a great feature that allows for managers to see all tickets their department has submitted, but there is also no way to control which of those tickets are visible which cause privacy concerns for HR submissions. We have created workarounds with the help of the support team, but they do not allow us to accurately report on ticket types as as result. Ultimately, the onboarding process does work well when all teams are in the same platform as it allows for creation of tickets for each department automatically stemming off an onboard request. Built-in reports are good, but difficult to create your own custom reporting. Additionally, there is no way to add a second or multiple other users to have full visibility to a ticket. This is an issue for times when a group or team need to submit a ticket and other information, but there is no way to do this via the platform, only via email CC's.

Overall great and full featured ITSM.

Overall Satisfaction with Freshservice