Freshservice Reviews

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Timothy Ellis
User
Student with 11-50 employees
Feb 27 2018

What do you think of Freshservice?

What is our primary use case?

To provide incident management for external customers and change management services for SaaS implementation.

How has it helped my organization?

The tool is an easy, off-the-shelf product which allowed us to decommission our in-house system. It allowed the development team to concentrate on the client’s requirements instead. 

What is most valuable?

The key feature was the incident management. It recorded and supported most of the client's details.

What needs improvement?

The reporting and management information (MI) are very limited, and stopped realistic and timely reporting on outstanding incidents.

For how long have I used the solution?

One to three years.

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What is Freshservice?

Freshservice is a Cloud-based IT Service Desk and IT Service Management (ITSM) solution that currently serves more than 13000 SMB, mid-market, and enterprise customers worldwide. Freshservice is designed using ITIL best practice to help IT organizations focus on what’s most important - exceptional service delivery and customer satisfaction. Freshservice is part of the Freshworks product family, whose products include Freshdesk Customer Support Software, Freshsales CRM Software, Freshchat Customer Messaging Software etc. - with more than 150000 customers worldwide, including Cisco, Honda, 3M, The Atlantic, and QuizUp.

Freshservice customers

Sinclair Broadcast Group, Western Carriers, Judson University, Golf Canada, Travix, Proxama, Paymentez, Ready Auto Transport

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