Freshservice makes ITSM easy!
April 13, 2023
Freshservice makes ITSM easy!
Score 9 out of 10
Vetted Review
Verified User
Overall Satisfaction with Freshservice
We are using Freshservice across all of our internal business operations functions including IT, HR, Legal, Risk, Finance, Compliance, BI, Operations and InfoSec. Previously this was all being managed via email. This has allowed a very structured approach to resolving end-user issues and not just IT issues. Teams are able to see reporting on incident/service requests and create service catalog items to make capturing info easier. It's really made things easier for the teams providing support as well as improving the experience for end users.
Pros
- The dashboard view of your tickets is great and you can easily see your own tickets as well as those assigned to your team.
- Reporting is quick and easy, the canned reports are fine but the custom reports are easy to create using drag and drop widgets.
- Setting up multiple support teams and creating tickets from inbound emails is also easy to do.
Cons
- I would like to see more sort and filtering options on the dashboards, eg just view all open tickets by a particular user or category. Even to sort by username.
- Sometimes the dashboard screen doesn't render properly. Have seen this multiple times by a refresh or clicking to another area in Freshdesk and back to the ticket dashboard again usually fixes it.
- Being able to change the org name would be good. We still have our old company name appearing and I've been told it's not possible to change that.
- Has given us visible SLA measurements for the IT team and helped with justifications for additional resources
- Has helped improve the services offered by other business functions outside of IT
- Has a simple front-end portal for users to log tickets, make service requests or look up knowledge articles
We are using SNOW at our parent company level but we find it quite complex in comparison to Freshservice and we do not have admin access to it in the same way we do to Freshdesk. Overall I prefer Freshservice but for larger corporations with large teams supporting the product I guess they may wish to evaluate ServiceNow as a competitor.
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
Comments
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