Item: Freshservice
Rating: 9
Author: Verified User

Overall Satisfaction with Freshservice

Use Cases and Deployment Scope

We use Freshservice both as our main ticketing tool as well as asset management. The Freshservice App on smartphones helps a lot with the asset management because you can scan QR and Barcodes straight from the app and add them. Also for software assets so we know who's responsible for which piece of software. It's very easy to setup a main support desk page and automate tickets and certain actions. In the case that we have questions the engineers at Freshservice are very fast to setup a meeting with them and explain how the service works. Lastly the feature for service requests is very useful for us as a construction company so our construction site admins can make requests easily for onsite support.

Pros and Cons

Pros

The smartphone app is very well designed and adding assets from there is very easy
If you have questions or support, the support desk is fast to respond and setup a meeting to explain the features
Very customizable and everything can be easily changed with a wizard
Reporting feature does what it needs to do and is not complicated to work with
The overall ticketing system is very good and we have not run into any issues
The whole system is incredibly responsive and does not hang or freeze

Cons

A "set pending until" a certain date feature would be nice, so we can close it after there is no response
Adding an additional module (to purchase) for server monitoring. Like a Pulseway RMM tool
Some kind of task planner with tasks like Microsoft Planner

Return on Investment

We have seen an increase of first response to tickets by 30% within last year.
An increase of ticket resolution within the first day by 40% within last year.
The fact that service requests can be raised by regular end users has given us more time to handle actual issues.
Asset Management tool has caused us to track our assets better and assign responsibility to the appropriate people.
The reporting feature really showed us the flaws in our support desk to improve quickly and make less mistakes.

Time to Value

The people working at Freshservice really know what they're doing and the support they offer is top notch. When something is unclear they do not mind to explain things (even multiple times if need be). The workflow automator was also easy to setup for people with barely any coding knowledge/experience. For a smaller IT team it's an excellent tool thats responsive and works out of the box.

Support Rating

Excellent. Every time I spoke to someone from the team they were very helpful. Last meeting we had they went over some features we were not using and explained how we could get the most out of our contract with them. Not many companies have this level of (actual human) support. The push to AI is nice but talking to actual experts is a lot nicer and to the point.

Alternatives Considered

Cherwell Service Management (discontinued), TOPdesk, Atera and 4me.com

The responsiveness and sheer number of features are really where they shine above the rest. Also the fact that the support team really cares about the product and the users using everything they've paid for. While other software such as TOPdesk has a lot of the same features they are always missing something, the ticketing package isn't as complete as Freshdesk and the automation features/ onboarding for new employees is a great and easy to follow part of the 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?

I wasn't involved with the selection/purchase process

Did implementation of Freshservice go as expected?

Yes

Would you buy Freshservice again?

Yes

Other Software Used

Pulseway, Adobe Acrobat, mRemoteNG, Vasion Print

Likelihood to Recommend

Freshservice is a great all round product with many features. Asset management, Reporting, ticketing, automatization. It was much easier for us using the Freshservice app to scan barcodes for our new devices to get them in the asset management tool, automating certain tasks such as service requests for new devices automatically making a ticket and assigning assets to certain people and getting reports from this afterwards. For a medium to large size company this is great value. For a smaller business there are smaller bundles they provide which are much more affordable in case you do not need all of the features they provide. In summary, lots of features for a snappy, responsive piece of software.

Freshservice Feature Ratings

Comments

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Freshservice great valuevery responsive lots of features