Item: Freshservice
Rating: 10
Author: Michael O'Riley

Use Cases and Deployment Scope

We use Freshservice for multiple areas. For instance, users can submit a helpdesk ticket within the Freshservice portal or with the Microsoft Teams application. It allows us to track and report various metrics with tickets. Freshservice has the capability to create solutions articles to document process and procedures. Freshservice is a great tool for users to submit service request like new employee onboarding or terminations and have automated process attached to those request. A change management system is included to track software or hardware changes within your environment. There is a asset management system for the IT department which includes inventory, software, contracts and purchase orders. Lastly it has a Project Management system to track projects.

Pros and Cons

Helpdesk Ticketing system for escalation and distributing among technicians.
Service requests for ordering processes and employee onboarding and termination.
Project Management is a useful tool for our IT department to track internal projects.
The reporting is very helpful reporting various metrics to leadership.

The project management system has room for improvement with better high-level overview options and categorizing.
It would be nice if the user portal was more customizable such as wording. Our users have difficulty with terms like raise a ticket. I would like to change it to create a ticket.
I think it would be useful if Freshservice had a repository for policies to track revisions and have the capability to download them in a templated format.

Return on Investment

It allowed us to balance workload amongst technicians.
Technicians are spending less time resolving issues with the help of solution articles.
Reporting on SLAs and technician productivity to leadership.
Quicker employee onboarding and termination along with better accuracy.

Time to Value

Integration with Microsoft Teams gives users another means of submitting helpdesk tickets. Along with a useful tool for onboarding ensuring new employees get precisely what they need to start their new position. Also, onboarding makes it easier for IT to know what hardware is needed. The termination support process saves our company money because we can automatically release licenses for terminated users as soon as it is not needed.

Support Rating

Fortunately, we have not had to use support that much. Freshservice has a great onboarding process that is great at ensuring all systems are set up correctly for your business needs. Freshservice does a wonderful job at communicating product updates to their customers so you are aware of features that might be useful to them.

Alternatives Considered

SolarWinds Web Help Desk (WHD)

Web Help Desk did not include the features that Freshservice has to offer, and the cost was more. It had limited system integration compared to Freshservice.

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

Microsoft Teams, ConnectWise Control, PRTG Network Monitor, Microsoft 365, Veeam Backup for Microsoft 365, Epicor CMS

Likelihood to Recommend

Tracking user issues and having a log of issues to reference for resolving issues quickly. It is easy to communicate with users through the system with users. Escalating issues to a higher level of expertise can easily be accomplished within Freshservice. The application fits all different size companies, small or large size businesses. Another feature that makes Freshservice stand out is it is a web-based application, so no software installation is needed, but it can be a security concern as well.

Improve your IT department response time with Freshservice.

Overall Satisfaction with Freshservice