Item: Freshservice
Rating: 9
Author: Lama Salloum

Overall Satisfaction with Freshservice

Use Cases and Deployment Scope

We use Freshservice as a tier-one portal to receive users' incidents and requests and route them from the help desk team to the concerned teams. We receive all the requests related to IT through the Freshservice portal after getting the required approvals, which are already automated in the system. The same logic applies to any technical incident, but the difference is that incidents don't require any approvals.

Pros and Cons

Pros

Workflows
SLA
Integration with Microsoft Teams
Agents accesses' limitations
Easy to use
Clear to build
Customizable branding
custom objects
Integration with various apps

Cons

Adding different methods of the primer functional key to recognize the requester
Improve Freddy the AI
Link it to WhatsApp

Return on Investment

SLA
Organized the IT department work
Reduce the random requests

Time to Value

Pre-built integrations with other commonly used tools can streamline workflows and reduce the need for manual data entry or complex custom integrations, leading to quicker adoption and value realization. Depending on the organization's existing systems, migrating data to Freshservice could be a time-consuming process that impacts the overall time to value.

Support Rating

They are supportive and kept following up with us until the issue marke as resolved from the client end. Also their responses are quick.

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, Oracle Access Management, Time and Attendance Software

Likelihood to Recommend

I recommend Freshservice products because they're easy to build and offer a huge customizable options to reach the goal of your organization. Apps and accessories such as Mobile application will make your life easier as you can follow up your work and tickets as an agent from mobile. It will keep you up to dated with the requesters and the organization.

Freshservice Feature Ratings

Comments

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