Freshservice rocks!
November 29, 2022

Freshservice rocks!

William Stein, CETL | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User

Overall Satisfaction with Freshservice

I am extremely pleased with our implementation of Freshservice! This product has literally transformed our tech department from good to great. If customer service is your thing then you need to take a look at Freshservice. It is easy to use, contains valuable analytics, and provides end users with the communication they need.

Pros

  • Agent reviews
  • Email communication
  • Customizations
  • Reporting

Cons

  • Customization on reporting
  • We didn't have service level agreements until we implemented fresh service. This has improved our overall performance.
  • Positive reinforcement through agent reviews has inspired my staff to become better. Entrance
Once we signed on the time of value happened quickly. The Freshservice onboarding process was simple and easy. We were able to get up and running in no time. What's the service was up and running? We were able to customize it in a way that advantages to our end users. They literally did not have to change their process at all.
I've only contacted support on one occasion. I was trying to get information about customer reviews within the reporting module. I was told that what I needed to get was not possible. However, after I got off the phone I was able to figure it out myself. I did appreciate the effort.
Freshservice had one feature that none of the other products had. We were looking for the ability to integrate with Slack. This allowed us to present tickets within our Slack conversations. This is a critical piece of our process. No other vendor was providing this feature. Thank you very much.

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

Our users are able to email their problems to a specific address that automatically generates a ticket. We really appreciate this feature for our staff. This gives our staff a one-stop shop for any problem they have. The ticket is then automatically assigned to the proper agent based on location. It works great!!

Freshservice Feature Ratings

Incident and problem management
9.5
Organize and prioritize service tickets
10
Service restoration
Not Rated
Self-service tools
9
Subscription-based notifications
Not Rated
ITSM collaboration and documentation
Not Rated
ITSM reports and dashboards
Not Rated
ITSM asset management
Not Rated
Configuration mangement
Not Rated
Asset management dashboard
Not Rated
Policy and contract enforcement
Not Rated
Change management
Not Rated
Change requests repository
Not Rated
Change calendar
Not Rated
Service-level management
Not Rated

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