Item: Freshservice
Rating: 9
Author: Ghia June Olayvar

Overall Satisfaction with Freshservice

Use Cases and Deployment Scope

We are using Freshservice as our main ticketing tool in the company. This is also integrated to Freshsales which is our CRM tool. Majority of our company's processes from Onboarding to Offboarding is in Freshservice. The integration between Freshsales and Freshservice is an advantage as we are able to automate parts of our processes.

Pros and Cons

Pros

Integrations to Freshsales
Integration to Freshdesk
Webhooks

Cons

Service catalog
Custom objects
Email integrations

Return on Investment

Streamlined onboarding and offboarding
Partially automated onboarding and offboarding

Time to Value

Low code automation

Support Rating

Very responsive and helpful. Our channel
partner manager Mo is also very lroactive and very responsive

Key Insights

Do you think Freshservice delivers good value for the price?

Not sure

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?

I wasn't involved with the implementation phase

Would you buy Freshservice again?

Yes

Other Software Used

Freshdesk, Freshsales, Jotform

Likelihood to Recommend

Freshservice is a great ITSM tool which can handle majority of the scope of a business. The availability of readily integrated apps is a great plus and makes connections tonother platforms easier and more convenient. Freshservice is also fairly customisable which I believe is a good characteristic of a tool.

Go for Freshservice