Item: Freshservice
Rating: 8
Author: Verified User

Overall Satisfaction with Freshservice

Use Cases and Deployment Scope

Helpdesk administration - sending tickets between internal departments Asset Management - contract management for electronic devices within the company Analytics - SLA and tracking of services within the company Engineering Management - tracking of engineering team within the company and SLA tracking

Pros and Cons

Pros

Tickets
Analytics
Separation of parent/child tickets
Easy to use settings

Cons

Support for when the system is not working
Better link ups to other systems
Better form production

Return on Investment

SLA monitoring
Fast acting with ticket management
Able to separate work via agents

Time to Value

Great support when we have required it both via email and by the online chat

Support Rating

Excellent and immediate service

Alternatives Considered

Jira Software

Many more options to allow ease of workflow compared to the alternative and more user friendly

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?

I wasn't involved with the selection/purchase process

Did implementation of Freshservice go as expected?

Yes

Would you buy Freshservice again?

Yes

Other Software Used

Formstack Forms, Formstack Documents

Likelihood to Recommend

Very good for multiple team tracking and ensuring SLA's are met Very good for keeping individual groups private and ensuring tickets are admins still have rights to access these areas Not very good for the same ticket being split and monitored across teams

Freshservice Feature Ratings

Using Freshservice

Users and Roles

80 - IT, HR, stock control and engineering

Support Headcount Required

5 - Basic IT knowledge required

Business Processes Supported

Tickets
On call management
Asset Management

Innovative Uses

Man power allocation
Multiple sites instant communication

Future Planned Uses

New team management
Project Management

Likelihood to Renew

Good product

Evaluating Freshservice and Competitors

Products Replaced

Not Sure

Key Differentiators

Scalability
Integration with Other Systems
Ease of Use

Ease of use for use of multiple teams some not IT savvy

Evaluation Lessons Learned

Freshservice Implementation

Implementation Rating

Easy to install and setup accounts

Implementation Details / Implementation Partner

Implemented in-house

Implementation Phases

Change Management Lessons

Not sure - Unknown

Implementation Issues

Change of systems

Freshservice Training

Training Types Used

Online Training
In-Person Training
No Training

In-Person Training

Training was enough to use the base website

Online Training

Only given to admins for rolling training, this did cause some issues when the wrong information was passed over

Ease of Freshservice Training

Training was given, trust pilot is broken when using this question

Freshservice Support

Freshservice Customer Support Pros and Cons

Pros	Cons
Quick Resolution Good followup Knowledgeable team Problems get solved Kept well informed No escalation required Immediate help available Support understands my problem Support cares about my success Quick Initial Response	None

Premium Support

No due to cost

Exceptional Examples of Freshservice Support

There was an issue with the analytics side of the website, this was rectified within an hour with a walk around and a fix on the next scheduled update

Using Freshservice

Usability

Easy to navigate but some features like ticket splitting not available

Usability Pros and Cons

Pros	Cons
Like to use Relatively simple Easy to use Technical support not required Well integrated Consistent Quick to learn Convenient Feel confident using Familiar	None