Item: Freshservice
Rating: 7
Author: Verified User

Use Cases and Deployment Scope

Freshservice is used as an internal help desk in our company. All internal IT issues are sent to the help desk and managed by the IT support team. We also are in the process of setting Freshservice up to use for all IT-related purchase requests as well as processing new employees and terminating employees. We use Freshservice as our main asset management software and purchasing assistance. We use it as our project management software also.

Pros and Cons

Freshservice is very good at managing tickets. The customizable interface makes it very easy to build your own teams and workflows for help tickets.
The asset management portion is very robust with a lot of customizable features.
The report functions allow you to get very granular with what type of information you want displayed as well as when you want that information.

The back end workflow is slightly limited in the way it is set up. There are a lot of custom things that can be done, but only in the scope that Freshservice allows. If you want to design your own workflow, but one of the steps doesn't match what Freshservice has, there is very little options to do it.

Return on Investment

Freshservice has allowed our organization to better track the amount of tickets that come in for a particular individual. This allows us to better support a user that is having multiple of the same issue over an extended period.
The communication to the user has greatly increased due to the automated messages that Freshservice has built in.

Time to Value

Freshservice has greatly improved our IT department's ability to manage tickets in a timely manner. It has also allowed us to better communicate internally with our IT Techs since all past tickets are available in one location.

Support Rating

Freshservice support is very quick to reply to any issues you report to them. They are good at working with you on trying to figure out the issue. After the support request has been picked up and answered, they are sometimes slow on responding since they are located in a completely different time zone.

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

Other Software Used

PDF Xchange Viewer and Editor, Cisco Unified Communications Manager (Call Manager), Panda Patch Management, Panda Systems Management, WatchGuard AuthPoint, Cisco Meraki Z3 Teleworker

Likelihood to Recommend

Freshservice is very good at managing multiple different departments for help desk ticketing. There are multiple ways that it can be set up so that the tickets are more automated or can be controlled by a person. When trying to keep track of all assets, including peripherals, the managed asset management portion is very limited. You can scan the computer, but you still have to add a lot of information that is not scanned.

Freshservice is a robust and user friendly program

Overall Satisfaction with Freshservice