Item: Freshservice
Rating: 9
Author: Verified User

Use Cases and Deployment Scope

We focused to use this product for customer services. Our customer are used to create tickets by sending emails and Freshservice supports this. It also supports the custom portals which we are considering to use.

The other reason that we preferred Freshservice is ITSM support. We started to Change Management, Problem Management etc.

Pros and Cons

ITSM
Customer Services
Workflow Automator-Rules
Monitoring Management

Project Management
Reporting

Return on Investment

Higher SLA
Increased agent productivity
MTTR

Time to Value

We configured easily the required parts for us. It is also very easy to learn and configure the other features. Descriptions are very understandable. Our team leaders has easily configured the emails channels for their services.

Support Rating

When I created support ticket, I got an answer in a few hours.

Alternatives Considered

Zoho Desk, Jira Service Management and ManageEngine ServiceDesk Plus

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

Passwork, Airtable, Microsoft 365

Likelihood to Recommend

Customer services side is working very well. We formerly use Freshdesk, then switched to Jira but we were not pleased with Customer Services side of Jira. After the research we decided that Freshservice suits well for our requirements. If you are looking for a good Customer Services Support Management and also ITSM, this product is one of the right solution. It is also easy to configure. It has a very clean UI.

Summary of our Freshservice Experience

Overall Satisfaction with Freshservice