Item: Freshservice
Rating: 8
Author: Andrew Barber

Use Cases and Deployment Scope

Freshservice greatly improved and helped our transition to an ITIL framework for our customer services team. We saw a reduction in time spent with open tickets and also more involvement from internal stakeholders. There was great customization within the platform that allowed us to use the platform in a way that suited our needs,

Pros and Cons

information collection
customisation
stakeholder involvement

Reporting
UI

Return on Investment

Productivity
Internal stakeholder involvement

Time to Value

On a simple level the value is great foe the amount of setup time. Especially if you transfer from Freshdesk as we did. However the more advanced features such as the automated workflow and and conditions within still require alot of setup up front before seeing any rewards. Overall though I feel once it is configured the system can pretty much run its self.

Support Rating

On the few occasions I have had to contact the support team for help or clarification the response has been very quick and also very informative.

Alternatives Considered

Freshdesk

As we moved to an ITIL framework this just made sense to transfer across as migration was very simple and completed on our behalf. Also alot of the customisation we had came across which really helped.

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

Slack, Notion, GitHub

Likelihood to Recommend

The customer portal is great and the customisation it allows was really helpful in keeping the same aesthetic for our product across this service too. The UI can be quite cumbersome at points. When you have a large amount of custom tickets data it is hard to view this from within the ticket view.

Fresh install of Freshservice

Overall Satisfaction with Freshservice