Freshservice is mainly used by our company IT ServiceDesk agents to support end users throughout all departments for office globally (Malaysia, Singapore, Norway, UK, Brazil, Amsterdam, Nigeria and Ghana) for the past one year. Until recently, we soft-launched to end users to submit their IT issues via the Freshservice portal and assigned to IT ServiceDesk agents.
Pros
Ease to submit ticket
User can monitor their own tickets
Easier and automated reports send to respective IT personnel
Easy to modify the Form Fields
Easier administration
Cons
Auto-assign does not work very well even the Agent option has been enabled
The new analytic reporting quite confusing and need to learn it
Good to have a version control on workflow automation that allow me to rollback if there's any issues.
Likelihood to Recommend
Freshservice is easy to implement to IT use and rollout for end users. Any changes to the interface or Freshservice need to notify the customer first. I have encountered cases activation email notification was sent to users automatically with the new FreshWorks and it has caused confusion with users. Some are treated it as phishing email.
We use Freshservice as out IT ticketing system. Users send their issues into the helpdesk, and IT gets an email notification of the new ticket.
Pros
Freshservice allows you to break tickets down by department
Freshservice has reports to show management out metrics
Freshservice allows you to drag and drop photos, emails, etc to better explain a solution to the user.
Cons
Provide more complex reporting options
Have more options to build dashboard
Ability to assign ticket to a particular technician
Likelihood to Recommend
Freshservice is very user friendly. Our technicians love it. It is easy to go in and see what work in new, pending, or completed. Since you can sort tickets by department, you are able to see where most of your issues come from and develop patterns and behaviors of users.
Freshservice is being used primarily as a Helpdesk Ticketing system for my IT Dept. Though at the same time it also is used for change management, asset tracking, solution knowledgebase, and resource scheduling. It addresses one of the primary issues facing inhouse IT Dept today, which is when the executive team looks at you and says either "Everything is working, what do we need these guys for?" or "Everything is broken, what do we pay these guys for?" by allowing you to measure what you do on a day to day basis quickly and easily.
Pros
IT Ticket Management
IT Asset Management
Solution Knowledge-base
Cons
Coding of tickets to meta data could be made quicker by easier display of tickets
The ability to edit the grid of tickets is great but if more columns could be edited it would be perfect
If there would be a way to auto alert your manager when someone else is coding tickets for the more stubborn techs so we can force the users to put in their own tickets it would be great.
Likelihood to Recommend
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.
