Item: Freshservice
Rating: 7
Author: Verified User

Use Cases and Deployment Scope

Phone call and incoming email tracking system. We use it to track customer requests.

Pros and Cons

Can classify tickets based on predefined workflows
Can use to track emails, attachments, pictures
Support is quick to reply

Adding canned time fields
Easier reporting tools

Return on Investment

Fresh keeps my employees (agents) on top of their tasks
The due date and timing built in is nice for SLA's and keeping staff on task

Time to Value

Fresh has a built-in workflows or you can make your own to automate incoming tickets/issues. Oftentimes these pre-defined fields will make quick work for the folks supporting tickets.

Support Rating

Quick to reply but sometimes have to explain the issue several different ways.

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

Other Software Used

Adobe Acrobat, Cisco DNA Center, Freshservice

Likelihood to Recommend

Medium-sized companies that want to track issues received via email or phone. Both internal and external-facing customers AND support can take advantage of it's features.

Freshservice is a great tool for ticketing

Overall Satisfaction with Freshservice