Freshservice Review

The most valuable aspect of the solution is the user experience.

How has it helped my organization?

It's allowed us to have a better management of our processes, including new-employee hires, device management, and equipment loan to customers and prospects.

What is most valuable?

The most valuable aspect of the solution is the user experience. Indeed, it's pretty simple to use, mobile-friendly, and nicer than many helpdesk solutions.

Moreover, agents and requesters can use the Freshservice iOS/Android app to interact with Freshservice and to follow their tickets and service requests.

What needs improvement?

We would like to have chat as a support channel in order to enjoy the same benefit of real-time support that Freshdesk has.

What do I think about the stability of the solution?

The stability is good and just as it should be. We haven't had any issues with instability.

What do I think about the scalability of the solution?

There have been no issues scaling it for our needs.

How are customer service and technical support?

Freshservice support is very reactive and helpful when we have a question or issue. Technical support is totally free as soon as you are a customer, even as a free one.

How was the initial setup?

The deployment of the solution was very quick and easy. Once we set our ticket form and support channels, we were ready to start using Freshservice. So the initial setup was very straightforward and simple.

What about the implementation team?

We deployed Freshservice ourselves. My advice is pretty simple: take a look at the documentation.

What was our ROI?

It's hard to calculate a ROI as we didn't have a solution before, but at least we don't host a server on our own, thus no maintenance is required.

Which other solutions did I evaluate?

We chose Freshservice for its nice interface and its ease of deployment.

What other advice do I have?

Depending on the size of the project (number of licenses and countries), you should contact a local partner to help you deploy the solution.

**Disclosure: My company has a business relationship with this vendor other than being a customer: We are resellers.
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