Item: Freshservice
Rating: 9
Author: Verified User

Use Cases and Deployment Scope

We are using Freshservice across all of our internal business operations functions including IT, HR, Legal, Risk, Finance, Compliance, BI, Operations and InfoSec. Previously this was all being managed via email. This has allowed a very structured approach to resolving end-user issues and not just IT issues. Teams are able to see reporting on incident/service requests and create service catalog items to make capturing info easier. It's really made things easier for the teams providing support as well as improving the experience for end users.

Pros and Cons

The dashboard view of your tickets is great and you can easily see your own tickets as well as those assigned to your team.
Reporting is quick and easy, the canned reports are fine but the custom reports are easy to create using drag and drop widgets.
Setting up multiple support teams and creating tickets from inbound emails is also easy to do.

I would like to see more sort and filtering options on the dashboards, eg just view all open tickets by a particular user or category. Even to sort by username.
Sometimes the dashboard screen doesn't render properly. Have seen this multiple times by a refresh or clicking to another area in Freshdesk and back to the ticket dashboard again usually fixes it.
Being able to change the org name would be good. We still have our old company name appearing and I've been told it's not possible to change that.

Return on Investment

Has given us visible SLA measurements for the IT team and helped with justifications for additional resources
Has helped improve the services offered by other business functions outside of IT
Has a simple front-end portal for users to log tickets, make service requests or look up knowledge articles

Time to Value

Very quick and easy to implement and easy to configure/modify. Support service is great too! I have used the email service for support and they are usually very quick to respond and point you in the right direction or do a Zoom call with you. You do not need coding skills to use this product.

Support Rating

Excellent, as mentioned on the previous page, you can get quick support by email, chat or do an online session with an engineer. Account services are also great with a dedicated CSM and account manager that stay engaged with you even after you are using the product. We don't tend to have many problems, most of our questions are how-to.

Alternatives Considered

ServiceNow IT Service Management

We are using SNOW at our parent company level but we find it quite complex in comparison to Freshservice and we do not have admin access to it in the same way we do to Freshdesk. Overall I prefer Freshservice but for larger corporations with large teams supporting the product I guess they may wish to evaluate ServiceNow as a competitor.

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

Microsoft 365, Lucidchart, Salesforce CMS

Likelihood to Recommend

I would definitely recommend FreshService for those looking to manage the ITSM environment themselves and that don't have developer skills internally (SNOW is very complex in comparison). I would also recommend using it for teams outside of IT and making use of the business agent licensing model which is less expensive than the IT agent licensing.

Freshservice makes ITSM easy!

Overall Satisfaction with Freshservice