Item: Freshservice
Rating: 9
Author: Verified User

Overall Satisfaction with Freshservice

Use Cases and Deployment Scope

We use Freshservice for incident handling, service requests, inventory management, problem management and change management. We support sites globally around the world and has a broad variety of tasks coming our way from installing simple hardware/software to large IT projects. Freshservice is a great platform to automate our processes.

Pros and Cons

Pros

Workflow automation
Analytics reporting
Features
Inventory management

Cons

Automation of inventory management
Limited Individual workspace options

Return on Investment

We don't use it

Time to Value

Although we paid huge amounts of money to get onboarded on a recently new platform, the support could have been better with the premium gold onboarding package.

Support Rating

It's easy to get in touch with the support and they are fast to respond and resolve issues and questions.

Alternatives Considered

ServiceNow Now Platform, NinjaOne and SolarWinds Service Desk (SSD)

Freshservice did a great introduction, took their time to setup sessions describing how they could help our business. They were easy to reach during POC and didn't try to give us more than we needed.

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, Microsoft Dynamics 365, Darktrace

Likelihood to Recommend

Freshservice has different plans according to your business size/needs, so no matter what it's a great product and can be very simple to use if required.

Freshservice Feature Ratings

Comments

Please log in to join the conversation