Freshservice gives a fresh perspective to ITIL ITSM tools
Overall Satisfaction with Freshservice
We use Freshservice for our internal IT service desk. Before I started, we did not have an ITSM solution in place and requests were coming through different modes - Teams, Emails, walk-ups, phone calls. It was chaos and was really easy to forget about someone's issue or request if we were busy with another one. By implementing Freshservice, we have been able to consolidate user issues in one place and work off a single queue. This has been a complete game changer for us and has made life easier for every one of us, the users as well the IT support team.
Pros
- Incorporates ITSM principles well
- Inventory management
- Easiest workflows to implement
- Administration is super easy
- User Onboarding
Cons
- Calendar entries can have reminders. So, if a user asks to call 9 am on Tuesday, add the entry and Freshservice reminds you of it, just like Outlook.
- Increased agent productivity
- Better collaboration between team members
- User can still be made aware of where their tickets are, even if the agent handling them is away
1. Cost - I have always had the best cost provided by Freshservice as compared to others
2. Functionality - far more functionality is provided by Freshservice
3. ITIL enabled ITSM tool with better support for different ITIL modules
4. Reporting - easiest to produce reports in Freshservice
5. Workflows - Workflows are far superior and easier to configure as compared with other products
Service Now is great for the above as well, but it comes at a far greater cost as compared.
2. Functionality - far more functionality is provided by Freshservice
3. ITIL enabled ITSM tool with better support for different ITIL modules
4. Reporting - easiest to produce reports in Freshservice
5. Workflows - Workflows are far superior and easier to configure as compared with other products
Service Now is great for the above as well, but it comes at a far greater cost as compared.
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
Comments
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