Freshservice is the go-to ITSM tool for Formalizing an IT Department
March 31, 2023
Freshservice is the go-to ITSM tool for Formalizing an IT Department
Score 9 out of 10
Vetted Review
Verified User
Overall Satisfaction with Freshservice
We use Freshservice as our main ticketing system for IT related issues and onboarding new hires. This product addresses a few issues in our IT department such as productivity, tracking, and reporting. Before Freshservice, our company did not use any type of ticketing system. All 'tickets' were addressed through email, teams, phone, or in person. Once we introduced this solution, our medium sized IT department was able to address tickets more efficiently between our Application Team and our Infrastructure Team. We have also expanded the use of Freshservice to include HR and Training so we can more efficiently onboard new hires. This process is automated and has contributed greatly to the success of our new hire program. Overall, this product has contributed to the continual improvement of our IT department.
- Ticket Management and Routing
- Reporting
- Easy Change Mangement
- Mobile App
- More detailed SLAs
- Increased backing for more hiring
- More agent productivity
Freshservice was a lot cheaper and a lot more powerful out of the box than ServiceNow. Being a smaller company, we needed the out of the box functionality and limited administrator interaction for our solution. ServiceNow required a bit more work on the backend where Freshservice allowed us to use it right out of the box.
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