Item: Freshservice
Rating: 9
Author: Verified User

Use Cases and Deployment Scope

We predominantly use Freshservice to manage IT requests (incidents and service requests), Asset Management, and Projects. Within this scope, we also utilize the knowledge base and built-in Analytics solutions as well.

Pros and Cons

Freshservice handles the incident management lifecycle quite well which includes maintaining parent-child relationships of tickets, merging tickets, and maintaining requesters.
Integration with MS Teams has provided a positive experience for our clients.
The API has provided us the flexibility to integrate with the School Management system to maintain requesters.

It would be great for Freshservice API to extend the functionality to import user profile photos
The project functionality currently does not provide users to alter the list of available statuses. There are projects which can fall outside the standard list of statuses provided.
Requester management allows the creation of custom fields. We use this facility to classify our requesters (eg. Teachers, Students, and Parents). However, the analytics does not allow us to utilize the custom fields therefore we aren't able to obtain ticket analytics breakdown by classification.

Return on Investment

Reduced tickets by using the chatbot.
Improved reporting of the service desk performance
Continuous improvement to the system provided us with increased productivity.

Time to Value

Onboarding support for us was OK due to the lack of understanding of our requirements by the SMEs. For example, our instance was hosted in a data center outside of Australia where we specifically requested our instance to be in Australia. This was identified after the system was live and in full use and we needed to arrange a second installation and migration of data.

Support Rating

They are prompt to respond and mostly were able to resolve my queries in a satisfactory manner. There is a good repository of KB articles where you can find answers to most commons questions.

Alternatives Considered

Jira Service Management

Freshservice was much faster to get up and going compared to Jira. And the user interface was intuitive and required little time to familiarize and start evaluating. Freshservice also offered competitive pricing for non-for-profit industry that we are in (Education)

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?

Would you buy Freshservice again?

Yes

Other Software Used

Microsoft 365, Adobe Acrobat, Jotform, Microsoft Power BI, Microsoft SQL Server, Microsoft Teams

Likelihood to Recommend

Using an industry leading ITSM tool helped us to organise IT helpdesk operations and achieve improved service levels. This move was indeed a huge step up from the former ticketing system. For example, features such as canned responses, and suggested KB articles have achieved improved productivity and less average handling times.

Great return on investment. Continually improving product.

Overall Satisfaction with Freshservice