Item: Freshservice
Rating: 9
Author: Kuber Singh

Use Cases and Deployment Scope

We are a cloud managed services provider and using Freshservice from last 3 years. I find this user-friendly to work with, you do not need to know any coding language to perform admin related tasks. I could setup the tool in my organization from scratch where the experience with onboarding team was truly amazing and supportive.
I would also like to mention that the possibility of automating tasks in Freshservice is the best USP of this ITSM tool, you can create multiple schedulers, automaters and supervisor rules which reduces a lot of your manual tasks
Since when I started using Freshservice I never thought of switching to any other tool and I also recommend to my clients to use this tool for their ITSM needs.

Pros and Cons

Workflow Automation
Schedulers
MSP Mode

Easy integration with communication tools
User Articles provided by Chatbot
Machine Learning algorithm to predict the SLA meet probability

Return on Investment

Knowledge base created works well to reduce the MTTR
MSP Mode worked well for us
Configuring SLA policies is easy and can be created for multiple clients as per agreement

Time to Value

We received good support at the time of configuring this tool as per our internal processes. Daily support is also very easy to get from chat team. User manuals are very easy to understand when you are doing admin related tasks

Possible to setup integration with all monitoring tools popular in market

Support Rating

Support experience is relaxing, it is quick and knowledge articles provided by them as easy to follow

Alternatives Considered

ServiceNow IT Service Management and Jira Service Management

Automation, user friendly admin module, quick support and lucid knowledge base

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

Other Software Used

Slack, Amazon Web Services, Google Sheets

Likelihood to Recommend

Automating tasks, getting fields populated automatically, easy to perform admin tasks is the best thing of this tool.
For us, it matches all our needs so no as such area of improvement but yes I would like to mention that technology is getting to next level and we should thing of integrating ML, AI

East to use, no coding language required to know to perform admin tasks, endless automations

Overall Satisfaction with Freshservice