Great Ticketing System
Updated November 20, 2024

Great Ticketing System

Anonymous | TrustRadius Reviewer
Score 8 out of 10
Vetted Review
Verified User

Overall Satisfaction with Freshservice

We use Freshservice just for its ticketing system. I can say that it works fantastic in that area. A lot of automation is possible sorting/categorizing tickets that come in. It has other functions that are available that we may expand into using in the future like hardware/software inventory management and project management.

Pros

  • Ticketing
  • Reporting

Cons

  • Admin Portal needs to be more user friendly.
  • Increased agent productivity
Freshservice provides great onboarding support.
The Freshservice support team is always pleasant to work with. They are knowledge on the product and they always provide excellent instructions and quick responses.
N/A

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

It is well suited for ticket creation and keeping track of past fixes for future use.

Freshservice Feature Ratings

Incident and problem management
8.0
Organize and prioritize service tickets
8
Expert directory
8
Service restoration
8
Self-service tools
8
Subscription-based notifications
8
ITSM collaboration and documentation
8
ITSM reports and dashboards
8
ITSM asset management ()
Not Rated
Change management
8.0
Change requests repository
8
Change calendar
8
Service-level management
8

Using Freshservice

37 - Service Desk, Networking, and Hardware.
2 - We have 1 Service support analyst who handles the backend things from adding and updating templates to adding new agents/requestors. The other person is a Network Infrastructure Analyst who handles the change management side of things.
  • Ticketing
  • Tracking
  • Solutions Database
  • Tracking New personell
  • Solution tracking
  • Customer ticket reporting
Because it works for what my organization needs it for now.

Evaluating Freshservice and Competitors

Not Sure
  • Ease of Use
The software is very user friendly and easy to use for all.
I wouldn't change a thing.

Freshservice Support

ProsCons
Quick Resolution
Good followup
Knowledgeable team
Problems get solved
Kept well informed
No escalation required
Immediate help available
Support understands my problem
Support cares about my success
Quick Initial Response
None
Not sure
I always receive exceptional support when I reach out to Freshworks helpdesk. I have never had a bad experience and I don't mind reaching out to them.

Using Freshservice

The software is very easy to use with a point and click platform.
ProsCons
Like to use
Relatively simple
Easy to use
Technical support not required
Well integrated
Consistent
Quick to learn
Convenient
Feel confident using
Familiar
None

Comments

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