Item: Freshservice
Rating: 10
Author: Verified User

Use Cases and Deployment Scope

We use Freshservice as a Technology Help Desk Solution, it is a one stop solution that allows us to monitor and track tickets as well as communicate with our end users easily and seamlessly. It also offers a great selection of reporting with average resolve times and tickets handled by agent. One feature that is useful and recently implemented is the ability to see who is viewing a ticket and if someone is responding to a ticket so that duplicate responses are not input at once.

Pros and Cons

Tracking
Reporting
Ease of Use
Submission of tickets and Resolution of tickets

Better Inventory ability
More Service Catalog Features

Return on Investment

Seamless organization
Tracking and Reporting abilities

Time to Value

As mentioned before FreshService is very seamless and straight forward and is very easy to use it is a big value for minimizing time organizing and orchestrating tickets for helpdesk or other ticket environments.

Support Rating

I have never had to use the support feature but it is readily available and easy to find.

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?

I wasn't involved with the selection/purchase process

Did implementation of Freshservice go as expected?

I wasn't involved with the implementation phase

Would you buy Freshservice again?

Yes

Other Software Used

Microsoft 365, Ellucian Colleague, Cisco Meraki MR

Likelihood to Recommend

Freshservice is great for environments where there is a need for tickets and tracking such as in Information Technology, perhaps in an mechanic setting to track jobs and when they are resolved or require more. I wouldn't use it in a setting where not much tracking or problem/solution type scenarios may not be as great.

Freshservice helpdesk must!

Overall Satisfaction with Freshservice