The best tool any ITSM person can use
What do you like best about the product?
Freshservice provides a centralized platform for managing IT support tickets. Users can log, track, and prioritize support requests, incidents, and changes from a single interface. It offers automation features to categorize and route tickets to the appropriate teams or agents based on predefined rules.
What do you dislike about the product?
Nothing of that sort till date. The platform allows users to track and manage IT assets such as hardware, software, and other resources.
What problems is the product solving and how is that benefiting you?
The platform allows users to track and manage IT assets such as hardware, software, and other resources. It provides capabilities for inventory management, asset discovery, and asset lifecycle tracking, helping organizations optimize asset utilization and maintain compliance. Freshservice enables organizations to create a service catalog containing predefined IT services and offerings. Freshservice facilitates the efficient resolution of IT incidents by providing workflows for incident triage, escalation, and resolution. It allows agents to collaborate, communicate with stakeholders, and track incident status in real-time.
Enables users to automate email responses, improves user satisfaction, and increases productivity
What is our primary use case?
Our use cases are dependent on our clients’ requirements. If our clients have to acknowledge and follow up on emails manually, we can create automated acknowledgments using the solution. We can have scripted answers if the customer asks a frequently asked question.
We can create responses on placeholders so that the agents can easily select them and send them to customers to ask for details. If the business has many channels to support, the tool helps connect all channels in one place. The agents don't have to move around in different tools. They can access all the tickets created from all the channels.
What is most valuable?
The solution’s timely automated triggers increase our IT team’s productivity. We can add all social media channels to the tool so that all tickets come to one place. The self-service portal impacts the user's satisfaction within the organization. Businesses must be ITIL compliant. Freshservice is the best tool for it.
For how long have I used the solution?
I have been using the solution for three years.
What do I think about the stability of the solution?
How are customer service and support?
If we have any doubts, we have many articles available online. We contact the support team only in a worst-case scenario. The support team provides timely support.
How was the initial setup?
Generally, before setting up the tool, we discuss it with the client to understand their present state. Setting up is not a big deal, but understanding the customers and their pain points and providing the best solution to improve their business takes time. Once we gather the business requirements document, the implementation along with UAT takes two to three months. We must configure the solution so the business can scale up anytime.
What's my experience with pricing, setup cost, and licensing?
Compared to other tools, Freshservice is affordable. It is suitable for companies with a small budget.
Which other solutions did I evaluate?
I have used Jira Service Management and Zendesk. Most features like incident management, problem management, and project management in Jira Service Management are available in Freshservice. Enhancing the customer's experience is our main objective. We use whichever tool our clients require. We can also use Salesforce, which is a highly scalable platform. We can also develop things on Salesforce.
What other advice do I have?
We have to utilize more features available in the solution. Overall, I rate the solution a ten out of ten.
Freshservice is good ticket management tool but it requires some improvement.
What do you like best about the product?
It is cost effective and good for small organisation.
1. Easily customizable of requirement.
2. Automation can be done
3. Dashboard facility is good.
4. It is easy to integrate in organisation
What do you dislike about the product?
As per my view, Freshservice does not provides long term data at a time.
1. Its customer support need to improve.
2. Sometimes, freshservice doesnot provide correct data, that need to improve.
What problems is the product solving and how is that benefiting you?
We can manage our Incident and IT tickets for review and compliance purpose
Enables organizations to simplify their IT operations
What is our primary use case?
We primarily use Freshservice for ticketing, contract management, and asset management.
What is most valuable?
The solution has been very helpful engineering insights into the client's environment. We have been able to manage calls and incidents very efficiently which provides us with a clear understanding of the system warranty and the actions that we might need to take in terms of insights. The system is very dynamic and prevents any kind of oversights which ensures that there is smooth contract management.
We can also easily uphold SLAs and deliver enhanced services without breaching any agreements.
What needs improvement?
I would suggest that Freshservice enhance its technical capabilities, particularly when it comes to ICT network discovery. This will make a significant improvement in their software and these features match SolarWinds. It would include discovering infrastructure elements like switches and wireless devices. This would consolidate functionalities and eliminate the need for additional software and streamline the management process, making Freshservice an all-encompassing solution for both technical and contractual aspects.
For how long have I used the solution?
I have been using Freshservice officially for almost 4 months due to a management contract. But my acquaintance with the software goes back over a year because my technical team has been using it on the recommendation of my technical manager.
What do I think about the stability of the solution?
The product is stable as it has not crashed.
What do I think about the scalability of the solution?
The scalability is really appreciated as it has helped us to onboard all our clients in a single platform and manage their cause by streamlining the invoicing processes. It is serving as a valuable tool for generating revenue. The scalability can be rated as a 9 out of 10 because it is always room for improvement.
How was the initial setup?
The initial setup was a very easy task. You just need to click around a few times and everything will fall into place. The UI is very friendly and it is not at all complicated with the preconfigured settings, making the setup more forward and requiring minimal input. It is a very easy and smooth process. The exact time frame of the deployment is not very sure but according to my technical manager, it does not take very long to set it up. After discussion, he proceeded with the setup in a day which was further configured and customised.
What's my experience with pricing, setup cost, and licensing?
The cost at the current timing is very reasonable but as the product gains popularity, I anticipate it might become expensive. Fortunately my customers have been offered a generous discount making it more affordable for me and satisfying both my needs and customers requirement.
What other advice do I have?
My advice is for users to clearly understand their requirements before making a purchase, as Freshservice has numerous features, and buying unnecessary ones can be akin to wanting a Ferrari when a regular car would suffice. It's essential to know what is truly needed, given the extensive offerings of Freshservice. As for my overall rating, I'd give it a nine out of ten.
Great service!
What do you like best about the product?
It helps me every day in organize my work process. The ticket system is easy and very customizable. I can automate a lot of things with it.
What do you dislike about the product?
It can be on expensive side for some people, but it definitely brings the value for its cost.
What problems is the product solving and how is that benefiting you?
We automate repetitive tasks and organize all the IT incidents.
Freshworks HELPS FOR ASSET MGMT
What do you like best about the product?
EASE TO USE
NUMBER OF FEATURES
EASE OF IMPLEMENTATION
What do you dislike about the product?
UI INTERFACE
REPORTING
INTEGRATION
SUPPORT
What problems is the product solving and how is that benefiting you?
TICKETING , ASSET MANAGEMENT
Best Service Desk platform i have used
What do you like best about the product?
Freshservice has a great interface, simple admin section and very user friendly
What do you dislike about the product?
There is very little i can think of that i do not like about using Freshservice.
What problems is the product solving and how is that benefiting you?
It helps us efficiently manage day to day servide desk tasks, enables the IT team to share tasks and follow others they are interested in.
Ease of use
What do you like best about the product?
Customiseable product portal and a refreshing user experience makes this platform stand out from the rest.
What do you dislike about the product?
Tickets displays the new comminication at the bottom of the thread. There is no setting to have the newest communication at the top of the ticket.
What problems is the product solving and how is that benefiting you?
we were able to move our IT and logistics team to the same platform and still keep them seperate. With Freshservice you basically can manage multiple instances using 1 interface which is brilliant.
Great ITSM for our business
What do you like best about the product?
The implementaton team was a great help. FreshService was able to work within our processes and procedures flawlessly.
What do you dislike about the product?
Some of the abilities need to be upgraded but they are constantatly improving the product based on customer feedback.
What problems is the product solving and how is that benefiting you?
We are able to effectively and efficiently help our end users.
Easy and pleasant to use.
What do you like best about the product?
The clarity of the design. It is visually pleasent to navigate through tickets. It feels more like a social platform then ITSM. Color coding, activity, properties of the ticket and notes are all greatly distinguished on screen. Other ITSM products I encountered require from user some small amount of mental activity to review content. It might seem like minor inconvinience, but while working with some platform on a daily basis it just adds up during hours and days, leaving me with simple aversion to the tool. Freshservice is completely different on that. Of course, it is also the logic behind the design that makes it so good.
What do you dislike about the product?
Analytics part. It feels like something designed with other objectives in mind. Takes a lot to master and even then sometimes metrics seem to not follow logic applied. It requires checking the source data to understand what the metric and filtering is doing with the data.
What problems is the product solving and how is that benefiting you?
Managing and reviewing incidents. Filtering tickets, finding them, tagging for future reference, escalating, following activity of specific agents - all that is required in my role, Freshservice is greatly helping me.
