Item: Freshservice
Rating: 8
Author: Verified User

Overall Satisfaction with Freshservice

Use Cases and Deployment Scope

We predominantly use Freshservice as a B2C ticketing system. Prior to this, we managed customer support requests via email inboxes, which was inefficient and offered no reporting. Freshservice has helped streamline our ticket management process, providing a more organised and responsive system. In addition to ticketing, we make use of Freshservice's knowledgebase functionality and asset management feature. Furthermore, the workflow automator allows us to automate various processes, saving time and improving overall efficiency.

Pros and Cons

Pros

Powerful Workflow Automator that can be used to automate various activities.
Built in reporting that can very easily be exported to an external analytics tool such as Power BI.
Efficient ticket management

Cons

Limited customisation for the agent view of Freshservice. Although it can be customised slightly, with "business rules", overall the customisation is limited.
Knowledgebase is lacking some basic features and can be frustrating to use particularly when copying and pasting content from other sources (which often rules in formatting issues that need to be corrected with the html editor).
Some drawbacks of the Workflow Automator such as lack of looping (which is on the roadmap), a long standing issue that prevented workflows to run where API calls were used (which a fix is due to be released soon for) and some design choices such as workflows not running on closed tickets.

Return on Investment

Faster customer response times
Increased agent productivity
Greatly improved reporting

Time to Value

It's extremely quick to configure at a basic level, and you can get up to speed with the core functionality fairly quickly. However, fully leveraging the more advanced features may take some time, particularly for larger or more complex use cases, as there is a learning curve to fully utilise everything Freshservice has to offer.

Support Rating

The support experience has been a bit hit and miss. While it's always quick to get in touch with someone, when it comes to more complex issues, like one we encountered, Freshservice was unable to provide a solution despite the extensive troubleshooting we did on our end. Additionally, the AI chatbot has occasionally provided incorrect answers. However, for simpler queries, the support has been excellent and responsive.

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

Likelihood to Recommend

Freshservice is well suited for organisations that need a powerful, feature-rich, but at time complicated, system with robust automation. Particularly those that will benefit from the various functionality that Freshservice offers. However, if you're looking for something simpler with a more basic, easy to configure, ticketing system, Freshdesk might be a better fit.

Freshservice Feature Ratings

Comments

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Ramsundar Pal
commented 5 months ago
Improve faster resolutions of customers

I recommend Freshservice