Item: Freshservice
Rating: 7
Author: Chris Skaryak

Use Cases and Deployment Scope

We use it for our IT support ticketing system, IT FAQ, and some asset management.

Pros and Cons

Ticket management and communicating with our internal customers.
SSO and seamless mobile app deployment from Microsoft Intune MDM.
Repository for IT contracts with vendors.

Better Intune integration to allow device synchronization; the current plugin does not work well.
Outlook integration is like an Outlook plugin.

Return on Investment

Increased agent communication with end users.
Increased issue resolution with end users.

Time to Value

Handles the ticketing portion well, but we really want to use it for asset tracking, and that is not a possibility due to the nature of our MDM not being able to sync with Freshservice.

Support Rating

Never had to contact support.

Key Insights

Do you think Freshservice delivers good value for the price?

Yes

Are you happy with Freshservice's feature set?

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

Microsoft 365 Business Premium, Microsoft Azure

Likelihood to Recommend

The ticketing system works well; we would like more functionality of the asset tracking portion to allow ticket assignments by the device.

My experience with Freshservice.

Overall Satisfaction with Freshservice