Item: Freshservice
Rating: 9
Author: Eric Roeland

Use Cases and Deployment Scope

Freshservice is used by us as a Ticket System for registering reports with our customers.Freshservice ensures that we have an overview of calls, can see progress in the solution and follow-up on the agreed Service Levels.In addition, Freshservice is the application that sends and receives data from other applications.

Pros and Cons

Easy to enter tickets
Easy to set up even if you are new to freshservice
Nice front end for our customers

Asset- and/or configuration management is not at its best yet
Filtering of tickets can be better
Analyses can be better. Make use of custom fields and relations between fields

Return on Investment

Insight in our SLA's
Better understanding of the amount of work
Better information of what kind of incidents we get

Time to Value

It is easy to set up a basis to work with. When there is a basic setup done you can expand and setup the rest

Support Rating

Excellent support. Although not every agent has the right amount of knowledge.
But you can always escalate and that will do the job.

Alternatives Considered

SolarWinds Service Desk (SSD) and ServiceNow Customer Service Management

Price and easy setup

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

Likelihood to Recommend

It is well suited as a MSP service management tool. Although it is more setup for internal IT support.
I would like a better integration with other applications. API can be better described.

Excellent choice for this company

Overall Satisfaction with Freshservice