Item: Freshservice
Rating: 9
Author: Verified User

Overall Satisfaction with Freshservice

Use Cases and Deployment Scope

We currently use Freshservice for our IT ticketing system. We currently have set up a portal for end users to submit service requests, incidents, and to view self-help knowledge base articles to answer questions. This is available to all of our organization to track trends, agent performance, and to have a one stop shop for our users for their IT needs.

Pros and Cons

Pros

Portal customization
Reporting on agent metrics
Knowledge base aggregation

Cons

Some reporting metrics, such as most viewed knowledge base articles
Automation on workflows, sometimes these can be clunky
AI - I know the AI features are relatively new, but they can use some improvements, for example, in knowledge base article creation and responses in tickets

Return on Investment

Higher service level agreements
Increased agent productivity
Increased oversight into common issues and trends

Time to Value

I find the low code nature of Freshservice to be fantastic. The portal and configurations are easy to set up and go from unboxing. Plus, I find it easy to make changes when needed, without having to comb through a bunch of code to change something as simple as alerts, etc.

Support Rating

Support is generally helpful, however, there has been instances where I've either been sent to a third party for assistance, or they've taken weeks to resolve an issue on the back end. However, most of my experiences with Freshservice support has been helpful, and generally quick using their live chat functionality.

Alternatives Considered

ServiceNow IT Service Management, Halp, Jira Service Management and HappyFox Help Desk

As we are a smaller IT team, and a medium sized organization, we found most options for an ITSM to be more robust and overkill for our needs. Freshservice hit the mark in terms of features and pricing.

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

Slack, Atlassian Confluence, Google Workspace

Likelihood to Recommend

For a basic ticketing system, Freshservice has a lot of great features, and it is easy to set up and use. I would recommend the product to any small to mid sized IT team for end user ticketing and knowledge base repository. We've found that it's helped us be more proactive than reactive with our projects and issues due to the robustness of the reporting in different areas.

Freshservice Feature Ratings

Using Freshservice

Users and Roles

6 - IT, Finance, HR

Support Headcount Required

4 - Our IT team handles Freshservice support internally.

Business Processes Supported

Help desk ticketing
Metrics and reporting
A customizable support portal

Innovative Uses

Asset management
Orchestration and automation

Future Planned Uses

Infrastructure alerts
Employee journeys
Release management

Likelihood to Renew

Freshservice is pretty ingrained in our IT processes and policies. A replacement would take quite a while to do, but we are mostly satisfied with the service so we have no plans on moving.

Evaluating Freshservice and Competitors

Products Replaced

Key Differentiators

Cloud Solutions
Scalability
Integration with Other Systems
Ease of Use
Other

I would say the cost and feature set. We are not a large environment, so a good balance of cost and features was very important for us.

Evaluation Lessons Learned

We're pretty thorough with our evaluation and selection process already. We do take a few weeks to conduct RFP's and demos already, so the timeframe is consistent across all applications and solutions we look at.

Freshservice Implementation

Implementation Rating

We didn't really have too much of an implementation as we did not have a ticketing system prior to Freshservice.

Implementation Details / Implementation Partner

Implemented in-house

Implementation Phases

Change Management Lessons

Change management was minimal

Implementation Issues

None

Freshservice Training

Training Types Used

No Training

In-Person Training

Online Training

Ease of Freshservice Training

It was fairly simple and the self help articles were useful for some features.

Configuring Freshservice

Product Configurability

I believe it is just right for this type of product.

Configuration Lessons

I do not.

UI Customization

Yes - we have customized the interface extensively - Very simple. The no-to-low-code UI for customization is fantastic.

Extensibility and Customization

No - we have not done any custom code

Additional Customization Considerations

Not at this time

Freshservice Support

Freshservice Customer Support Pros and Cons

Pros	Cons
Good followup Knowledgeable team Problems get solved Kept well informed Immediate help available Support understands my problem Support cares about my success Quick Initial Response	Escalation required

Premium Support

We did not; I don't believe we were offered a premium support tier.

Bug Resolution

Yes - We've had several issues over the years that were eventually resolved. For example, we were experiencing issues exporting reports, because they were being rejected. We had to go and re-do our email support feature because it was blocking a port. It took about a week to resolve this issue and it was very time consuming going back and forth with support, but we figured it out in the end.

Exceptional Examples of Freshservice Support

When we asked for support on new features, the support team actually got together with a product manager to give us a few full demo's and breakdowns on each feature. This was very helpful for us as we were unsure if we were going to use them.

Using Freshservice

Usability

For small and mid sized teams who do not need a full-fledged ITSM, Freshservice is a great value. It is easy to use, configure and just start using out of the box. The customization options are nice, too.