Freshservice - A fresh replacement to our stale, legacy system.
July 17, 2023
Freshservice - A fresh replacement to our stale, legacy system.
Score 10 out of 10
Vetted Review
Verified User
Overall Satisfaction with Freshservice
We were using a legacy Windows based computer ticketing system that was in dire need of replacement. Freshservice provided an extensive ticketing system, as well as many other features. We are currently using tickets, asset inventory, workflow, and are in the process of implementing other features, such as change management and project management.
- Ticket tracking and management
- Workflow automation
- Asset & Inventory Management
- Project Managment
- Change Management - Current system is geared towards full software or system change management. It would be great to have a simple Yes/No approval without having to utilize their workflow tools.
- Data selection filters - Overall, their data filters are very good, but it would be useful to have "Last Week" and "Last Month" in the date selectors.
- Freshservice has allowed us to handle approximately 20% more tickets and incidents per month, compared to our previous legacy system.
- Back & forth communication between our techs and end users was very poor prior to Freshservice. Freshservice has changed all that. Email and other communication is now very fluid and easy for both groups. Communication has increased significantly.
- Supervisor reporting and management are also much better. It's much easier and quicker to get information about how things are going. The "at a glance" dashboards are very effective and I use them daily.
- Freshservice has a technician leaderboard that has caused our techs to push themselves to surpass their counterparts. The end result is that tickets get resolved more quickly and our end users get their issues resolved faster.
We moved from a legacy version of Trackit and there really is no comparison. Freshservice is head & shoulders above Trackit. When we decided to switch from Trackit, we initially decided on Zendesk, but ran into some issues with their contract team. They were difficult to work with and acted as if they didn't want our business. Freshservice was very easy to work with prior to ordering. Additionally, their features were better suited to our situation. Freshservice made it very easy to evaluate and come on board.
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