Item: Freshservice
Rating: 10
Author: Verified User

Use Cases and Deployment Scope

Freshservice is our help desk software and the main way we manage assets. We install the client on each device and in turn that drops the specs of the machine into the system. On a day-to-day basis we receive and answer help desk tickets and as they are worked on can stay in varied states until completed. Users submit a ticket and depending on who gets to the ticket from within our team, they are assigned. Sometimes tickets are assigned by me as the manager.

Pros and Cons

Tracks assets and details
Provides one central location for tickets
Ease of responding to users through a nicely laid out interface
Provides a great dashboard to view all current and pending tickets

Once a ticket is resolved and closed if a user responds back it is automatically opened back up. The toggle button for this feature is all or nothing.
When the client is installed on the user end not having the software assign an automatic asset tag number. Maybe leaving that field blank or creating a feature where you can turn this on or off.
I really can think of any, I really have no complaints about the software

Return on Investment

Helps to increase tracking on repeat issues and analyze trends
One centralized location to manage assets and know what is currently deployed and who owns the device
From a budgetary perspective it does not break the bank!

Time to Value

I don't think we are so concerned about how long it takes tickets to be solved but more about tracking them from start to finish based on urgency of the request. Some requests are put on hold due to other external factors such as supply and demand, not a normal business day, or a lack of response from the requester. In these cases, we see the value in Freshservice and how it allows for this flexibility.

Support Rating

We never used the service.

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?

Yes

Would you buy Freshservice again?

Yes

Other Software Used

YouCanBook.Me, Zoho Assist

Likelihood to Recommend

Freshservice is a pretty easy software to use. Within a matter of a few hours, I have a general sense of how the interface worked. I was able to train my colleague fairly fast given the ease of the software itself. After installing the client software on a device it creates a very simple way of tracking assets and being able to have full details on the device itself such as serial number, model, OS, last person to login and the last time it touched base with the server. This is searchable by device name which makes it a little easier to narrow down the search.

A complete management system for a busy tech support office!

Overall Satisfaction with Freshservice