Item: Freshservice
Rating: 10
Author: Verified User

Use Cases and Deployment Scope

We currently use Freshservice as an incident and service request management, problem management, knowledge management, change management and IT asset management system. Fresh is also the main portal allowing our end users to request IT support or to obtain self-service. It allows IT and other shared services to support the company more effectively and it helped us streamlining multiple IT processes. We have around 80 agent seats in Fresh and over 5000 active users, employees and contractors.

Pros and Cons

End user portal
No code workflows to support ITSM processes
Incident, service requests and problem management
Asset management

Change life cycle and form are not as flexible as we would have liked to
Knowledge Management could be improved
Ticket categories are configured as free text
Translation file can get messy (we operate in French and English)

Return on Investment

increased agent productivity
higher service level agreements
increased customer satisfaction
reduced amount of ticket (self-service)

Time to Value

It took us a week to have freshservice in production for our IT technicians, and another week to have the client portal launched. Adoption was quick and easy, we didn't have to train end users or agents, everything is super intuitive and easy to use. Additional modules were also configured and launched in a timely manner (change management, asset management, etc.).

Support Rating

Most of the time Freshservice support is super efficient, but once in a while when first level support can't help fixing an issue, the amount of information that we have to provide to level 2 (and up) support to get help can get frustrating. Each time we give access to their agent on our instance, but still sometimes they ask so many questions instead of going in and fixing the issue.

Alternatives Considered

Spiceworks Help Desk, Provance IT Asset Management and ServiceNow IT Service Management

Freshservice is easy to configure, easy to use, evolves super quickly and comes at a very reasonable price. Other systems we tried or evaluated were super expensive, unstable or hard to configure. I was surprised by how easy it was to implement Freshservice and to gain adoption from our users.

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

Likelihood to Recommend

Freshservice is perfect to manage incident and service request lifecycle. Integrated with AD, it allows you to easily automate approval requests and to manage ticket statuses at all stages. Freshservice configuration is super easy: workflows, forms, canned responses, SLA, priority matrix and more, it is super easy to move around the admin panel and to get where you want to go quickly.

Service desk and ITSM solution easy to use and to set up, providing a great return on investment

Overall Satisfaction with Freshservice