Item: Freshservice
Rating: 9
Author: Gary Bertagnolli

Use Cases and Deployment Scope

Freshservice is utilized by our IT Helpdesk primarily. But, the whole organization has the ability to create/review a problem ticket through the portal. It has successfully streamlined or ticket lifecycle processes.

Pros and Cons

Creation of workflows is one of the most simple processes in the industry.
Does a great job with notifications. Also easy to set up and maintain.

Support is a little slow to resolve issues and there is a language barrier.
While it works ok. Active Directory and SCCM asset and user syncing needs work.
The ticket approval process needs to be reworked. A ticket can be closed without it being approved or denied.

Return on Investment

The ability to automate tickets and quick create/close saves time.

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?

Would you buy Freshservice again?

Yes

Likelihood to Recommend

Freshservice simplifies the whole IT Work Order process for small to mid sized entities. We chose it because we did not want to spend a lot of time trying to keep a work order system running not have a dedication administrator.

Freshservice delivers what we need and more for a reasonable price

Overall Satisfaction with Freshservice