Modern Easy to use ITSM platform. | TrustRadius

Overall Satisfaction with Freshservice

Use Cases and Deployment Scope

We are using Freshservice to Integrate with Zoom Phone and Dialpad Telephony. Basically we do Integrations with CRM,ITSM with multiple Cloud Telephony. So Freshservice is one of the ITSM tool we integrated for the customer and as a marketplace application.

Pros and Cons

Pros

Freshservice makes it super easy for my team to manage IT tickets
Tickets automatically get categorized, prioritized and routed to the right agent.
Easy to use for both agent and user

Cons

More complete API Coverage, especially for automation and CMDB
Better webhook reliability and event filtering
Easier way to create and manage custom Integrations

Return on Investment

Freshservice has had a significant positive impact on our clients IT operations and service delivery metrics.

Time to Value

9

Fast Onboarding, Low code workflow and quick Integration setup.

Support Rating

8

Support team is responsive, Knowledgeable and genuinely tries to resolve the issues quickly.

Alternatives Considered

ServiceNow IT Asset Management, ServiceNow IT Operations Management, Jira Service Management, Zendesk Suite and Zendesk Guide

We chose Freshservice because it struck the perfect balance between ease of use , modern design and enterprise grade ITSM functionality.

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

ServiceNow IT Service Management, Zendesk Suite, Zendesk Guide, Freshchat, Freshsales, Freshdesk

Likelihood to Recommend

Its one of the most user friendly and Modern ITSM platform out there. great for Organizations looking to simply ticketing, automate workflow.

Freshservice Feature Ratings

Comments

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