Item: Freshservice
Rating: 9
Author: Richard Way

Overall Satisfaction with Freshservice

Use Cases and Deployment Scope

We use Freshservice as out IT ticketing system. Users send their issues into the helpdesk, and IT gets an email notification of the new ticket.

Pros and Cons

Pros

Freshservice allows you to break tickets down by department
Freshservice has reports to show management out metrics
Freshservice allows you to drag and drop photos, emails, etc to better explain a solution to the user.

Cons

Provide more complex reporting options
Have more options to build dashboard
Ability to assign ticket to a particular technician

Return on Investment

Allows our technicians to prioritize their workday.
Allows management to see the workload to determine if we need additional staffing
Made reporting issues simple for the end user

Time to Value

The time to value of Freshservice is excellent!

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

Freshservice is very user friendly. Our technicians love it. It is easy to go in and see what work in new, pending, or completed. Since you can sort tickets by department, you are able to see where most of your issues come from and develop patterns and behaviors of users.

Freshservice Feature Ratings

Comments

Please log in to join the conversation

Freshservice is just what we need.