Great return on investment. Continually improving product.
April 05, 2023
Great return on investment. Continually improving product.
Score 9 out of 10
Vetted Review
Verified User
Overall Satisfaction with Freshservice
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.
- 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.
- Reduced tickets by using the chatbot.
- Improved reporting of the service desk performance
- Continuous improvement to the system provided us with increased productivity.
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)
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?
No
Would you buy Freshservice again?
Yes