Item: Freshservice
Rating: 9
Author: Verified User

Use Cases and Deployment Scope

Our IT support Org uses FS (FreshService). We have currently implemented the Work experience folks, People Operations, and some of the Engineering involved as well. The only difficulty so far has been getting everyone onboard into this centralized tool which would help consolidate all cases into one spot. Then finding information within one centralized location can increase productivity and miscommunications.

Pros and Cons

Workflow
Centralized
Communication

More specific permissions granted
More filter capabilities
Better how-to's setup

Return on Investment

Response time to end user is increasingly faster.
Able to add additional support to one ticket
Centralized tool, instead of multiple tools saving cost.

Time to Value

Onboarding support has been a tremendous change. We use to use a ticketing system by email and that communication can get mixed up and answered at different times and they don't connect together. Sometimes answers get looked at twice and different information is inconsistent. With the FreshService tool available, everything is (again) centralized and easily managed.

Support Rating

Hard to say since we have our internal support for FreshService. If it is based on our internal expert then the service has been nothing but informative, helpful, and responsive. They manage to implement our request and system updates along with the functionality of the FreshService tool. They are constantly adding features and improving workflow.

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?

I wasn't involved with the implementation phase

Would you buy Freshservice again?

Yes

Other Software Used

Zendesk Support Suite, ServiceNow IT Service Management, Jira Software

Likelihood to Recommend

FreshService is a fantastic tool for EUS (End user support) ticketing system. It allowed everything to be viewed in one spot. From communication to the end users to add additional support members to the ticket request. It works great with Asset management, and KB or knowledge base informational hub. However, for Engineers, it does lack project-level organization and timeline management.

FreshService is the right tool for IT Support!

Overall Satisfaction with Freshservice