all in one ITSM solution geared towards small and medium businesses

the relative ease of setting up and configuring serviceable items greatly increases the time to value ratio. I found myself being able to achieve functionality quickly and efficiently using the automation and prebuilt tools in Freshservice. This value is then passed on to our end users enabling them to self-serve.

i rated vendor support to be a five out of ten. I give it this rating for a few reasons. The ease of contacting a support representative using the built in chat functionality is easy. Raising a ticket from there is also easy, however finding a dedicated, knowledgeable support rep to assist with more advanced workflows, requiring substantial time to resolve can often times be tricky. I've been ghosted after a ticket gets raised.

Freshservice was relatively easy to get started as a rapidly growing small business. We are able to fairly quickly establish basic workflows to enable end users to submit tickets on relatively short notice. It was easy to set up a service catalog. The integration with an automated service bot enables our end users to quickly find documentation to resolve their own issues before the need to even raise a ticket.