Item: Freshservice
Rating: 8
Author: Verified User

Use Cases and Deployment Scope

Freshservice is presently used for our IT operations, including Incident Management, Service Requests, Change Requests, Asset Management through discovery agent, and analytics. This tool also aids us in the development of our KMO area by including a solutions articles module.

Pros and Cons

Self Service Portal and Freddy the AI
Easy Setup and Workflow Automation
User Interface ( UI Design)

Inventory Management - more option to maximize and monitor assets
Chabot for Google Workspace
Service Catalog - more option to have sublevels

Return on Investment

99% CSAT Scores
95% Resolution SLA
Average Response time 2 Hours

Time to Value

A complete ITSM tool

Support Rating

Their support team is always accessible and dependable (Chat or email). Plus, the Freshworks community is fantastic and enjoyable to use, and their FAQs are often updated.

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

Likelihood to Recommend

Freshservice is really simple to set up. We had no issues during the transition, and our end users found it very easy to use without any training or orientation. Aside from the interface, a lot of features are very useful for us, such as the service portal, workflow automations, tons of orchestrations or API available, and curated analytics reports. We may also simply obtain feedback from our users via CSAT and recognize top-performing agents through leaderboard and quests. Despite this, the Asset modules may be improved to include more comprehensive hardware and software details. Chatbot should also be enabled in Google Workspace.

Easy to use and set up, a complete ITSM tool indeed!

Overall Satisfaction with Freshservice