Item: Freshservice
Rating: 10
Author: Verified User

Use Cases and Deployment Scope

We use Freshservice to track and manage incidents and service requests. The workflow automation in Freshservice allows us to keep things moving forward without the need for manual interaction in a lot of circumstances.

Pros and Cons

Automation
Metrics
Support
Change Management

Project Management
Knowledgebase

Return on Investment

Freshservice has made us more productive by automating manual processes such as requesting and tracking approvals.

Time to Value

The barrier to entry for automation in Freshservice is low compared to other products I've used in the past. This allows me to quickly create new workflows when time is a factor.

Support Rating

Freshservice is top notch. My issues are usually resolved in a few minutes via the in app chat. Support reps respond quickly, are knowledgeable, and friendly. When the issue is more complex and requires higher tier support, chat reps take care of creating the escalation ticket. I love Freshservice support!

Alternatives Considered

SysAid

Compared to similar products I've used, Freshservice beats the competition in support, ease of setup and use, and UI. I found the other products complicated the process for setting up workflows, lacked competent support, and were just plain ugly to look at.

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

Microsoft 365, GIMP, Notepad++

Likelihood to Recommend

In my experience, Freshservice is well suited for teams of all sizes who wish to manage incidents and service requests from a single platform. I've found that the automation is especially useful for small teams that receive a lot of requests.

Freshservice 10/10

Overall Satisfaction with Freshservice