Item: Freshservice
Rating: 8
Author: Verified User

Use Cases and Deployment Scope

We primarily use Freshdesk as an internal ticketing system, asset and automatization management tool and for the solution base. With Freshdesk it is easier to keep company wide standards and have regulated and clear reporting through a single dashboard. Making sure that SLA's are reached has never been easier. The fact that with the api's and well built support environment we were able to completely automatise onboarding and offboarding in our organization made life a lot easier and more productive.

Pros and Cons

Asset management is one of the better ones we worked with
Searching and reporting through all tickets is nice and clear
Scripts and the integration with AD and azure are perfect

A direct and clear help function for all the different options in the admin console
Automatization tools while already clear and easy can always be improved
A clearer overview of where and how certain api's are used

Return on Investment

Increased agent productivity
Elevated SLA support

Time to Value

We heavily use the automatization tools to simplify onboarding and offboarding in our company. The fact that Freshservice has a built-in asset management and default scripts for onboarding or a self-service portal greatly improves our internal productivity. We came from a process of 3-4 hours for a complete onboarding to less then 1 hour.

Support Rating

While the support is fast it sometimes becomes cumbersome and unclear when certain automatizations not work correctly or if there are to many of them. In smaller workflows the support is really fast and more on point. The complete closed test environment is easy to test certain things out before and certainly a bonus in favor of Freshservice.

Alternatives Considered

Odoo, Microsoft Dynamics 365 and Zoho CRM

More clear environment. Further upscaling in Freshservice is a lot easier then in other products. For example we had a lot of trouble to get the ticketing module in Odoo to a level that's as easy as Freshservice because of inherent limitations when our business exploded from support for small businesses to more global organization support.

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?

I wasn't involved with the implementation phase

Would you buy Freshservice again?

Yes

Other Software Used

Odoo, Microsoft Azure, 3CX

Likelihood to Recommend

For tech support businesses who are heavily reliant on monitoring of SLA's and clear reporting Freshservice is a clear improvement. For companies who have a heavy flow of new people coming and old people leaving the organization have a great foundation with Freshservice through their solutions and automatization modules.
Companies that hinge more on support for smaller companies and/or few people might be cheaper off with less sophisticated tools.

Freshservice a breath of fresh air?

Overall Satisfaction with Freshservice