Freshservice

It's well suited to a contact center environment as it frames and talks language necessary to meet an IT call center infrastructure. It enables organizations to simplify their IT operations and offers features that include a ticketing system, self-service portal, and knowledge-base which helps users to manage user experience and provide the best of the service.

Freshservice is best for small to medium-sized companies willing to set things straight from the beginning. The true strength of Freshservice is the ability to integrate the different "Fresh" products together and offer plenty of support channels to your employee without spending too much either. That also makes it easy to follow ITIL standards.

Freshservice definitely needs some serious improvements, especially in the analytics space. We always have trouble getting the up-to-date results from Freshservice on our analytics dashboard. This often results in misinformation during our daily monitoring calls. Another area for improvement is the ease of workflow. Freshservice has come out of the box with workflow capabilities but it can still improve on customization.

Small-medium businesses that are looking to improve their helpdesk, asset management should look no further than the price per agent and asset packs along with its feature set. We utilize the automation provided by "Workflow Automation" and its many integrations. We also take advantage of its API to integrate our other processes with this application.

If you cannot measure your current self then you cannot expect to improve. This was told to me by our call center manager a while ago about the importance of knowing exactly what you currently are capable of in order to better know what will be expected in the future. With this I looked at our old system which was clunky, slow, and universally hated, then tried to do better, that better option was Freshservice, which can be accessed from anywhere, fast, online, and easy to understand. With practically no training the techs were able to just pick it up and go. This was a big help in getting them to start actually using the system.

When we need to raise a new charging for a customer that we sold a product, we use Freshservice to raise and register all the requests about this new customer.

It is a good, well-rounded service management platform that is easy to manage with minimal setup, as it is cloud based. It has great capabilities in incident and service management but is not super with project management. The change management features work well for our company as far as giving us the ability to have approvers for change events.

Freshservice simplifies the whole IT Work Order process for small to mid sized entities. We chose it because we did not want to spend a lot of time trying to keep a work order system running not have a dedication administrator.

Freshservice is well suited in most support scenarios that we have encountered. Easy to use interface, intuitive workflow automations, and native analytics suite have all been very useful. It's less appropriate for project management, especially with digital/web development.

Freshservice support is always timely, professional and polite. They always make themselves available and we have an assigned customer success manager and technical contact that are bookable and readily available.

Easy to navigate and use GUI. We have many infrastructure team members from various departments using Freshservice and their on-boarding and training was very straightforward and we have not received much, if any negative feedback from non-technology users in regards to overall usability, interface or functionality.

It makes life a lot easier especially on a support level side. users get notifications as well as the team. It is much more friendly as opposed to other service desk software that I've used in the past. Makes team almost self-managing.

Freshservice is outstanding for use as a support ticketing and asset management system. Beautiful, so easy to use. Support is awesome as well.

Easy to recommend. Especially if it's an in house IT team needing to run up a full ITIL solution.
We had our full help desk operational in a few hours and by day's end we had stopped looking at the email inbox.
It's perhaps not a full feature at solutions for companies supporting many other companies.

Well suited for basic to advanced helpdesk and ticket management system. We are considering rolling out the ticketing system to other parts of the organization where support is provided but not tracked in detail.

Freshservice may be difficult for us to implement because of the cost to license each agent, when many agents will infrequently use the system, and the full agent license cost is difficult to justify.

This may be better suited for a multi-group IT team versus utilizing across Operations teams like HR, Facilities, and IT. Admin permissions and default views are not able to be set on a user level, and if you want a dedicated admin account, you have to pay for an extra license. They have a great feature that allows for managers to see all tickets their department has submitted, but there is also no way to control which of those tickets are visible which cause privacy concerns for HR submissions. We have created workarounds with the help of the support team, but they do not allow us to accurately report on ticket types as as result. Ultimately, the onboarding process does work well when all teams are in the same platform as it allows for creation of tickets for each department automatically stemming off an onboard request. Built-in reports are good, but difficult to create your own custom reporting. Additionally, there is no way to add a second or multiple other users to have full visibility to a ticket. This is an issue for times when a group or team need to submit a ticket and other information, but there is no way to do this via the platform, only via email CC's.

I think for higher-education environments or anywhere with a help desk/service desk.

If you are a medium or large-sized business and you are thinking of renewing your ITSM tool, FreshService definitively makes this shot, and is worth having as a real option. They grew and matured their products, not only FreshService. If you are not interested in an IT service tool (from an internal staff point of view) maybe FreshDesk does the work! (or any of the others of the FreshDesk suite).

It is very easy to send in tickets/incidents if you set up an email to auto-create tickets if it gets sent anything. There is also a lot of customizability on incidents and service requests, so you can ask for details. The reply functions and private notes are also super helpful. It really helps centralize all communication between your digital support team and your users.

The asset register is amazing--makes it easy to add in your devices and you can also use the app provided, which gives information such as apps installed, components, last used date/last user. However, the cost and finance portion is super basic and you're better off still keeping your finance separate and just using the inventory as static info. To work with that, though, there are many ways you can import and export data.

[Freshservice is] good because it's a cloud solution

The product with current capabilities and continuous improvements can do wonders with items like Catalog items, automator workflows attached to those. This serves to automate many complex things through the workflow designs. Actions are useful to fulfill the requests and goals.

If it can support customization of pages of client sides without adding extra slowness, that would be great. It can also have native integration capabilities like chatbots attached to those catalogs.

We implemented Freshservice within one month, luckily just before covid forced all staff to work from home. It helped us to get all staff up and running from home.

As an ITSM tool, [Freshservice] is very good. For general follow-up of inquiries and automation of these.

The ease with which I was able to quickly stand up my HR call center with this ticketing system was fantastic. HR is ever-changing, especially in healthcare during a global pandemic. I can quickly update our knowledgebase for my team to utilize as well as our canned responses to lessen the time it takes to answer our constituents as well as to ensure the same message is going out to everyone.

[Freshservice is a] very good ticketing system with strong workflow management. Easy to set up and get running to replace an existing solution or to start from scratch

[Freshservice] is great for large teams to be able to work together. I like how you can run your entire operations with this tool. From HR to IT ticketing to purchase requests all in one system. It makes onboarding and off boarding of employees easier to keep up with all the tasks.

We continue to expand our use of workflows to automate various functions. The workflow automator tool is very powerful and easy to use. The asset management feature has been very helpful in allowing us to easily associate various assets and their relationships.

We like the API tools but have found some bugs that are being corrected at this time.