Item: Freshservice
Rating: 10
Author: Sean Muller

Use Cases and Deployment Scope

Freshservice is being used primarily as a Helpdesk Ticketing system for my IT Dept. Though at the same time it also is used for change management, asset tracking, solution knowledgebase, and resource scheduling. It addresses one of the primary issues facing inhouse IT Dept today, which is when the executive team looks at you and says either "Everything is working, what do we need these guys for?" or "Everything is broken, what do we pay these guys for?" by allowing you to measure what you do on a day to day basis quickly and easily.

Pros and Cons

IT Ticket Management
IT Asset Management
Solution Knowledge-base

Coding of tickets to meta data could be made quicker by easier display of tickets
The ability to edit the grid of tickets is great but if more columns could be edited it would be perfect
If there would be a way to auto alert your manager when someone else is coding tickets for the more stubborn techs so we can force the users to put in their own tickets it would be great.

Return on Investment

We were able to secure more budget for additional resources by using ticket entry reports to justify the expense.
We were able to manage our resources better and increase our coverage where it was most important without having to increase spending.
We prevented many lost in the clutter problems by having a consistent portal to open tickets with recorded timing and responses.

Alternatives Considered

Jira Software, Salesforce Lightning Platform (formerly Salesforce App Cloud), N-able Backup (formerly Solarwinds Backup) and ManageEngine Desktop Central

Freshservice simply meshed much better with our employee activities. Many of the others required a lot more painful integration and constant use in order to work, we have a mix of new and old users and needed a product that was flexible with the management style that we used, if we had gone with another one it would have been pretty bad. Since we chose Freshservice however it was a good way to get those more stubborn users to open up and accept change.

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

Atera, Camtasia, Snagit

Likelihood to Recommend

If you cannot measure your current self then you cannot expect to improve. This was told to me by our call center manager a while ago about the importance of knowing exactly what you currently are capable of in order to better know what will be expected in the future. With this I looked at our old system which was clunky, slow, and universally hated, then tried to do better, that better option was Freshservice, which can be accessed from anywhere, fast, online, and easy to understand. With practically no training the techs were able to just pick it up and go. This was a big help in getting them to start actually using the system.

Freshservice: If you can't measure, you can't improve.

Overall Satisfaction with Freshservice