Item: Freshservice
Rating: 10
Author: Prateek Jain

Use Cases and Deployment Scope

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 and Cons

Incorporates ITSM principles well
Inventory management
Easiest workflows to implement
Administration is super easy
User Onboarding

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.

Return on Investment

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

Time to Value

Freshservice's onboarding is great, enabling a much smoother experience for a new starter on their day. The collaboration of different team members in one place, executing separate tasks with inter-dependability is a great asset.

The workflows allow for tasks to be triggered at the occurrence of an event which helps keep the whole workflow in control.

Support Rating

I have always had a great experience with the support team. I have one ticket with them at the moment as well, and they have been great in jumping on a call and looking through the logs.

Alternatives Considered

Zendesk Support Suite, ManageEngine Remote Access Plus and ServiceNow IT Service Management

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.

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

Zendesk Support Suite, Microsoft Teams, 8x8 Contact Center

Likelihood to Recommend

Freshservice is a complete ITSM solution. I have used some others over the years and moved away from them to Freshservice.

I have implemented Freshservice in 2 new roles over the years, and everyone has loved it. The functionality that it incorporates, enabling IT teams to become ITIL compliant is truly useful. Compared to 5 other ITSM tools that I have used over the last 10 years, Freshservice is far better.

Freshservice gives a fresh perspective to ITIL ITSM tools

Overall Satisfaction with Freshservice