Freshservice Rocks!
March 31, 2023
Freshservice Rocks!
Score 9 out of 10
Vetted Review
Verified User
Overall Satisfaction with Freshservice
We use it as an IT ticketing systems to log issues for resolution. The system allows us to track and monitor issue resolutions. This translates to better efficiency and productivity. The scope includes staff, parents and students to log their tickets For staff, they have the options to log via email and using the Freshservice Portal.
- SLA setup allows us to prioritize tickets
- Assignment of tickets with the ability to generate report on the distribution of tickets
- Setup of Knowledge Base allows for self-help on Portal
- Some missing functionalities on mobile app vs web-based platform
- AI not intuitive enough that re-opens resolved tickets when user reply by email
- Not able to capture Google Chat/Soft Phone Call as ticket
- Increase service level with less complaints
- Reduced man hours = higher productivity that allows time for planning and administrative work
- Ease of ticket tracking and collaboration
autotask was what we sunset. ServiceNow was not selected but checked all of the boxes and Freshservice was chosen because it is cost-efficient.
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