Item: Freshservice
Rating: 10
Author: Verified User

Use Cases and Deployment Scope

Freshservice is used as ITSM tool to address IT issues and service requests. Freshservice is also used as a tool for controlling and implementing IT projects. The previous ticketing system was not as user-friendly as Freshservice. Freshservice helps to automate tickets routing to particular IT specialists, some pre-set scenarios help to action a ticket in one click. It is also useful to create routing of a ticket by business process.

Pros and Cons

Discovery agent - collects information on hardware, software and users pretty well, and it helps to have a database within the system
User enrollment into the system - very easy. It is also easy to convert a user (and back) into an Agent.
Service items are easily created by particular service, and they are very easy to set up - customize fields, set up notifications, service item ticket routing etc.
Mobile app - helps deskside support and other Agents on field to get new tickets and updates on tickets in time, without having to go to their desk

In general, all functions meet our needs. But what we would like to have is the function that would allow to put a ticket on hold until particular date/time and pause SLA, and when this time comes - the ticket would be converted to Open status automatically and send a reminder to the Agent responsible to the ticket.

Return on Investment

User satisfaction has raised raised 40%
agent productivity has also raised
effectivenes of Helpdesk has raised

Time to Value

Freshservice was quite easy to implement by Helpdesk employees. We set all tickets routing and tickets' fields the way we need it. Workflows are also easy to setup. We did not need help of developers (only Success Manager from FS was navigating us) nothing needed to be coded, we did not wait for other specialists to set or write a code for us.

Support Rating

In general, the support was provided in a timely matter. But if you need a better support - there are more expensive plans available with premium support. As for the support we requested - any bugs were fixed quickly. The things nice to have were addressed slowly or never - but this is because of our plan))

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

Other Software Used

Zoom, Google Workspace, Microsoft Office 2016 (discontinued)

Likelihood to Recommend

Currently, all our needs in terms of tickets are covered pretty well. Would be great to develop the Project option, as it is currently too simple and is not used as much as it could be used. We set up notifications and they work very good, but sometimes there are too many of them and users can loose their requests. Would be great to have separate email address names for different scenarios - i.e email on approachin deadline would come from "Reminder email", email notification on a new task would come from "Task" email and so on.
In general FS suits our needs.

Freshservice review for those who is looking for ITSM tool

Overall Satisfaction with Freshservice