Enhance and optimize service delivery through Freshservice comprehensive offerings
December 05, 2024

Enhance and optimize service delivery through Freshservice comprehensive offerings

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

Overall Satisfaction with Freshservice

We use Freshservice to provide services to Internal employees from different department. The employees can interact with the IT Support team via self-service portal wherein various knowledge articles catering to commonly occurred issues can be referred by the end-users for self-service.
However, if the solution articles does not addresses end-user issue, then they can interact submit their concern/requests via the self-service portal, which then automatically gets assigned to the respective team.

Pros

  • Gives the ability for End-users to interact with support agent via multiple channels, such as self-service portal/Microsoft Teams/Slack
  • Easy to navigate interface for Admins, for any Admin specific activities
  • Very intuitive, makes life so much easier with the help of Workflows wherein complex automations can be build by easy drag and drop Workflows

Cons

  • We foresee that Freshservice with their long-term commitment to the product aligning it with the clientele requirements, they are always a step ahead in terms of product functionality whilst keeping use and interaction with Freshservice by Agent and End-users in mind.
  • Kudos to the great job by Freshservice.
  • Due to the faster toll-out of Freshservice, it helps in reduce spending significant.
A much loved offering is easy to setup Workflows via Drag-and-Drop mechanism. Marketplace with offerings of various free App and option to create your own app is very helpful indeed.
Also, all Admin configurations are mostly at one place. So, it is easy to refer by other Admins or newer Admins.
In our experience, we usually receive communication from Freshservice within 2 hours of submitting a support case.
Their attention to detail, 1-to-1 remote session to diagnose the issue is a proactive approach.
The user-interface, Marketplace, out-of-box Orchestrations and ability for Admins to perform product specific configurations at much easier and faster pace is a much loved feature of Freshservice, when comparing it with other ITSM solutions.

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 can be deployed and ready to use within few weeks. This is much loved by Admins who take part in provide post-implementation support as well Agents, End-users and senior management.

Freshservice Feature Ratings

Incident and problem management
10.0
Organize and prioritize service tickets
10
Expert directory
10
Service restoration
10
Self-service tools
10
Subscription-based notifications
10
ITSM collaboration and documentation
10
ITSM reports and dashboards
10
ITSM asset management
10.0
Configuration mangement
10
Asset management dashboard
10
Policy and contract enforcement
10
Change management
10.0
Change requests repository
10
Change calendar
10
Service-level management
10

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