Freshservice is a fresh approach to customer support
Updated November 20, 2024

Freshservice is a fresh approach to customer support

Anonymous | TrustRadius Reviewer
Score 9 out of 10
Vetted Review
Verified User

Overall Satisfaction with Freshservice

I work in an IT Department at a school. We use Freshservice to log incidents and service requests for users that call or visit the service desk. This could range from account lockouts to fixing software issues or logging ticket with a 3rd party vendor. I also use it for reports/analytics on a weekly basis to look at ways that processes can be improve and look at problems that might arise in the future.

Pros

  • Clean interface.
  • Easy to understand and read
  • Easy to be able to configure the view to how you need it

Cons

  • Analytics. You need to be able to list all of the tickets and export them to the one PDF file
  • Easier way to add quick tickets
  • Increased agent productivity but you need to be able to set a minimum description in tickets
  • It has helped us expand the use of the product to other non-IT related sides of the business
Lode code tools to configure how the web site looks but the option to be able to include HTML where the need arises
Quick responses to questions asked. That's all I need
Altiris was outdated and not compatible with newer operating systems and web browsers

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?

Yes

Would you buy Freshservice again?

Yes

Freshservice helps me create tickets easily and quickly. In my experience, it is best used with the microsoft edge web browser with it's word complete functionality

Freshservice Feature Ratings

Incident and problem management
9.0
Organize and prioritize service tickets
10
Self-service tools
8
ITSM reports and dashboards
9
ITSM asset management
9.0
Configuration mangement
9
Asset management dashboard
9
Policy and contract enforcement
9
Change management
9.0
Change requests repository
9
Service-level management
9

Using Freshservice

20 - IT, Teaching Staff, Maintenance,
5 - Customer Service People that know how to talk with people and explain the same over email.

Technical Support staff that know how to explain resolutions to issues

Network and Systems Administrators that can respond efficiently to issues

Knowledge Management staff that can write solutions articles to help the end users
  • Teachers can log priority tickets if they are teaching and there is an important issue that needs to be fixed with urgency
  • Parents can email if they are having access based issues
  • Keeping track of the IT assets within the organisation and uses them

Comments

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