Item: Freshservice
Rating: 8
Author: Verified User

Use Cases and Deployment Scope

Freshservice has allowed us to increase our ITIL maturity within a short period of time. The workflows allow the customisation we require in our unique organisation. The product has even impressed the other departments within our organisation so much they are looking to on board as well.

Pros and Cons

Custom workflows
Templates
Scenario automation
Custom changes

Bulk ticket creation
Alert workflows

Return on Investment

Increased Agent Productivity
Ability to meet SLA's

Time to Value

The open API makes integrations easy, while they are always adding more to the marketplace.
The Onboarding process was a breeze with great support throughout.

Support Rating

Support is great, questions are answered in a timely manner and if the functionality doesn't exist they pass the suggestions onto the development teams.

Alternatives Considered

ManageEngine ADManager Plus

Administration is infinitely easier and fully customisable.

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

Great for smaller organisations or those requiring full customisation of the standard Incident/Problem/Change workflows.

Delivers on it's promises

Overall Satisfaction with Freshservice