Item: Freshservice
Rating: 10
Author: Verified User

Use Cases and Deployment Scope

Freshservice allows us to keep on top of incidents & service requests easily. The complete customisation of ticket fields means that we can create & track detailed metrics across various issues.

Pros and Cons

Easy ticket field creation & maintenance - can also be customised depending on the ticket type or other fields
Workflow & scenario automations can be real time savers when handling repetitive actions
Analytics - ease of report creation

The analytics could be taken to another level - even though they are easy to use & create new reports, there is definitely room to improve the customisation options.

Return on Investment

SLA management has become easier, leading to reduction in breaches over time
Agent productivity has increased thanks to the leaderboard function

One-to-one support was available during the initial setup, so we were able to get up and running very quickly & seamlessly. Live chat support is also available to deal with any queries being raised by our team.

Support Rating

Live chat available, always willing to assist as best as possible.

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

Atlassian Confluence, Jira Software

Likelihood to Recommend

Freshservice works well for both internal & external support. We have utilised the product in a B2B environment but can see potential applications in a larger B2C/D2C operation.

Freshservice - One Stop Tool For Internal & External Support

Overall Satisfaction with Freshservice