Item: Freshservice
Rating: 8
Author: Jonas Mertens

Overall Satisfaction with Freshservice

Use Cases and Deployment Scope

We are using Freshservice as an IT tool for logging and handling our tickets. Mostly incidents and service requests. The scope is IT support for end users and logging messages from our monitoring tool. We are also using the built-in asset-management service to register all of our assets and software licenses.

Pros and Cons

Pros

A user-friendly end-user portal that is easy to understand and roll-out.
A discovery client that is being installed on all devices collects hardware and software information, so this doesn't need to be done manually.
The possibility of adding an automatic workflow for creating new Teams groups or other automations.

Cons

To have more options on what to do with the emails that arrive in the support mailbox (which goes to Freshservice), Setting some special rules or detailed filtering is not possible.
Non 3rd party tools to connect to Intune are missing. Additionally, the third-party tool available in the store is not satisfactory. It would be nice to have native support for importing devices from our Azure cloud.
The contract requires you to prolong your contract end-date by two years instead of just one year, which to us is a bit aggressive.

Return on Investment

Alleviate our support team by providing knowledge directly to the end users.
Better response times from our IT support team, thanks to automation and dashboard use.
Better tracking of our assets by assigning them to users so we know which device was handed out to who. During off-boarding, we know which devices to ask back.

Time to Value

The strengths: - Fast setup with low-code tools and pre-built ITSM modules. -Quick onboarding and excellent documentation - Quite good native integrations with tools like Office 365 and Slack. Considerations: -It may require more setup time for complex or large-scale environments -Customization and integration limits can slow value in some advanced use cases.

Support Rating

We've set up several meetings to get things working, particularly to establish our workflows for automation. They were quite friendly, helpful, and constructive, and were able to assist us most of the time. They were also open to critique and were able to assist us in improving our environment with the use of third-party tools.

Alternatives Considered

4me.com

Freshservice and 4me are, in my eyes, both modern and capable ITSM tools, although they may cater to different audiences. I would say 4me is more focused on multi-tenant setups and larger enterprises, but I think Freshservice prioritizing simplicity and speed makes our use case in a single tenant setup with 300 employees and 4 IT workers an ideal solution.

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

FileZilla, Discord, OneDrive

Likelihood to Recommend

We were looking for a way to automate the creation of a new Teams site and were able to do so with the workflow tool. This allows for some automation to be set in place, which is beneficial. The fact that our IT team is ITIL-certified and Freshservice is ITIL-aligned makes it easy for us to follow the recommended guidelines. The self-service portal is being used to elevate work from our support team by allowing our end-users to access the knowledge base through the end-user portal.

Freshservice Feature Ratings

Comments

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