Easy Ticketing System to Help Organize Issues.
Updated April 02, 2025
Easy Ticketing System to Help Organize Issues.
Score 10 out of 10
Vetted Review
Verified User
Overall Satisfaction with Freshservice
We started using FreshDesk as our main IT ticketing system. Since then, we have also branched out and added our marketing team to create marketing requests. We are also working on implementing their onboarding and offboarding systems. We tend to have about 100 open IT tickets at any given time, and FreshDesk makes it easy to
maintain and keep track of everything currently going on.
maintain and keep track of everything currently going on.
Pros
- Organization
- Analytics
- Customizing options.
- Ease of implementation and use.
- Fast customer service.
Cons
- Can't edit a few fields.
- Before, we answered requests via email, which often got lost in our inboxes and forgotten about. Now, we have a 100% SLA on all tickets within the last 30 days.
- We have received compliments from end users about how fast and attentive we have been over the last year (since we implemented this system). Many people have said we have been the most responsive IT team they have had in the last few companies they have worked with. This has only been possible thanks to FreshDesk.
- Our IT staff is also glad to have the system because it is clear who is tackling what problem, and it is easy to contact the person having the issue.
All of the Fresh line of products that we have used have been wonderful.
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
Freshservice Feature Ratings
Using Freshservice
500 - We have about 5 users who answer tickets and about 500 currently active end users that are actively submitting tickets.
6 - Most of our staff is general IT but we have a few specialized roles like Networking Engineer and System Analyst to help as well.
- Letting end users report issues
- Keeping track of everything that needs to get done
- Keeping a knowledge base of common issues
- Keeping inventory of our support numbers across our locations
- Planning on implementing other departments to have ticket systems
Evaluating Freshservice and Competitors
- Ease of Use
We wanted something that didn't make more work just to maintain and would actually help our limited staff take care of all issues at our locations.
I would look at more options. Freshservice was one of the few services that our leadership at the time was looking at.
Freshservice Implementation
- Implemented in-house
Yes - Designing, testing with limited staff, deploying a single department system, deploying other departments and will continue to do so in the future
Not sure - No organizational change
- People hesitant to switch to tickets instead of calling IT directly
Freshservice Support
| Pros | Cons |
|---|---|
Quick Resolution Good followup Knowledgeable team Problems get solved Kept well informed No escalation required Immediate help available Support cares about my success Quick Initial Response | None |
No, our team is slightly more on the budget restrained side. I didn't know they had premium support, but likely wouldn't purchase for budget reasons.
Yes - Yes, every time I have reported something, it has been addressed almost immediately.
We wanted our splash page to be programmed differently so it was easy for end users to reach the correct department, and they helped walk us through everything.
Using Freshservice
| Pros | Cons |
|---|---|
Like to use Relatively simple Easy to use Technical support not required Well integrated Consistent Quick to learn Convenient Feel confident using Familiar | None |
- IT Tickets
- Marketing Requests
- Canned Responses
- required fields are sometimes annoying
Yes, but I don't use it
Comments
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