Flexible and easy to use
December 02, 2024

Flexible and easy to use

Lorentz Teigen | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User

Overall Satisfaction with Freshservice

Freshservice are used on two main areas.1. B2B customer support. Servicedesk, Incident, Service Request, Problem and so on related to our Software products both for on premise deliveries and for SaaS and Hosting.2. Internal support: Internal IT services and supporting functions.

Freshservice offers a wide range of functionalities designed to streamline IT operations. This also makes it a good solution for B2B support.It has a user-friendly interface and allows customization without a large use of external consultants.

Pros

  • Workflow automation of tickets
  • Traceability between Tickets, problems, change, assets
  • ITIL support
  • Alert handling

Cons

  • Portal for external customers. Ticket view part.
  • Native support for Products (B2B support)
  • We have a much better control of SLA's and fulfillment of them
  • Improved control of product specific service catalogs
  • Increased rate self service and solution article use
It has a user-friendly interface and allows customization without a large use of external consultants. Premium support is very good, with a dedicated team of support, arcitects, product specialists and more available on short notice included in the service.

Together this gives great flexibility in use but without adding a huge amount of customization that only external experts can follow up.
Premium support is very good, with a dedicated team of support, architects, product specialists and more available on short notice included in the service.

Most raised tickets are followed up within the hour and agent keeps on the issue as needed. There are regular meetings to follow up our usage and how they can help us utilize what we already have in a better way.
Main reasons for choosing Freshservice where:
- It has a user-friendly interface from agent use to configuration and administration.
-High grade of customization options without a large use of external consultants.
-Price where competitive and sales team could offer a short implementation period with experts that did understand our use case.
-Inbuilt ITIL framework support

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

Very well suited for internal support both for ITO with its ITSM support and for the more basic needs of supporting functions that mainly need ticketing.

Similarly its a good solution for B2B support where you have a high amount of tickets spread on many customers and contacts. The native ITIL support makes it easier to handle major incidents and to follow and track customer requests. The ability to set Service Catalogs down on customer or customer area helps personalize the customers experience and keep handling of the service requests easy.

Freshservice Feature Ratings

Incident and problem management
8.1
Organize and prioritize service tickets
9
Expert directory
10
Service restoration
8
Self-service tools
8
Subscription-based notifications
6
ITSM collaboration and documentation
8
ITSM reports and dashboards
8
ITSM asset management ()
Not Rated
Change management
8.0
Service-level management
8

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