Great but could be better
July 18, 2023
Great but could be better
Score 8 out of 10
Vetted Review
Verified User
Overall Satisfaction with Freshservice
We use Freshservice as our IT Help Desk. We have two dozen agents, but only some of those are actively using it every day. Our tier 1 support is where it is used the most. We also use the Freshservice agent to take stock of our inventory, it has helped us keep track of our assets across multiple locations. We use the Software Catalog to keep track of installed applications to a degree, but mostly use it to identify problem applications. The reporting/analytics module has helped us identify which systems need to be upgraded.
- Good layout for a help desk, easy to read and respond to messages in either the portal, email, or Teams.
- Analytics and Reporting widgets are intuitive and easy to use
- Extensibility and plugin is good and getting better
- Inventory system is good but computers don't show their graphics cards though they report on all other hardware
- Onboarding system is good but could use more automation features built in by default
- Automation overall is good, but I would welcome more direct support for popular HR recruiting software
- For Tier 1 support, I feel the impact has been positive. Our old system was quite clunky and slow
Do you think Freshservice delivers good value for the price?
Yes
Are you happy with Freshservice's feature set?
No
Did Freshservice live up to sales and marketing promises?
Yes
Did implementation of Freshservice go as expected?
Yes
Would you buy Freshservice again?
Yes