Good tool for ticket management.
September 23, 2024

Good tool for ticket management.

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

Overall Satisfaction with Freshservice

We started out with Freshservice as a replacement tool for our Support team to track incoming questions and emails from customers. Since this was successful, we expanded its use to our other Operations teams, such as planning, order desk, production, and repair. We chose this because it is very easy to transfer tickets from one team to another and track where the tickets are.

Pros

  • Easy transfer of tickets between departments.
  • A lot of customization is possible to fit your needs.
  • Good helpdesk.
  • Easy user interface.

Cons

  • Feature requests can stay long without updates.
  • Multi-language support is not available throughout all features.
  • Price sandbox environment.
  • The time to solution for our customers' questions greatly improved after the introduction of Freshservice to our entire operations team (-30% approx).
  • Agent productivity can be monitored much better.
  • Traceability of all actions in the tickets, both manual and automated, helps troubleshoot if something goes wrong with a ticket.
We onboarded quite quickly on Freshservice (about 6 months), and over the years, we kept customizing our implementation to fit our current needs. But from the start, it was already useable quite well.
The support team is very supportive, and if it's something they can fix themselves or explain how it works, they have great solution time. The only issue is that if some issue can't be fixed straight away, the feature requests for a change can take a very long time to be finished.
We used OTRS before Freshservice, and Freshservice is much easier to use and manage. We were checking on Service Cloud, as another branch of the company has implemented this, but there were a lot of features Service Cloud had problems with implementing that we take for granted in Freshservice.

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?

I wasn't involved with the selection/purchase process

Did implementation of Freshservice go as expected?

Yes

Would you buy Freshservice again?

Yes

Well suited: It is an easy-to-learn interface for users that you can customize a lot to your own liking. Also, no real programmer experience is needed to create automation and rules. Less appropriate: Due to our high customization, some updates affect us a lot, as we sometimes need to rework a lot of these customizations to work after the updates.

Freshservice Feature Ratings

Incident and problem management
8.8
Organize and prioritize service tickets
10
Expert directory
8
Service restoration
9
Self-service tools
8
Subscription-based notifications
Not Rated
ITSM collaboration and documentation
Not Rated
ITSM reports and dashboards
Not Rated
ITSM asset management
Not Rated
Configuration mangement
Not Rated
Asset management dashboard
Not Rated
Policy and contract enforcement
Not Rated
Change management
8.0
Change requests repository
8
Change calendar
8
Service-level management
8

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