Item: Freshservice
Rating: 8
Author: Verified User

Overall Satisfaction with Freshservice

Use Cases and Deployment Scope

We utilize Freshservice to enhance service outcomes, as it provides a comprehensive range of ITSM product offerings and advanced toolsets. This has led to a reduction in manual workloads and the automation of agent processes.

Pros and Cons

Pros

Automation
Workflow

Cons

New Product Launch
Better Intergrations

Return on Investment

Reduced MTTR
Service Level Agreement compliance
Increased First Time Fixes

Time to Value

Easy and simple to use

Support Rating

Support is quick and responsive, at times you need to re-articulate the issue but its always resolved.

Alternatives Considered

ServiceNow IT Service Management

Freshservice is more cost-effective and adoption is easier than other solutions, it might not have all the integrations and features of other products but it either adds them over time as it has during my usage or gives a roadmap to when they might be available.

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

Likelihood to Recommend

Freshservice is suited to any modern IT environment that requires an ITSM and the building blocks to something greater, it has a feature-rich toolset.

Freshservice Feature Ratings

Comments

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Freshservice - Modern ITSM Solution