It's difficult to quantify ROI, but the improved efficiency and access to our library and kit list, means we're saving by not buying additional equipment that already exists. It's also saved a lot of time because people are able to respond to tickets and provide a dropdown answer whereas previously responses were by email.

Its ROI is good at this cost, but any costs over this will be hard to handle. If they increase that cost, our business may look for another solution. Its cost for us, as an IT department, is fine, but for other businesses, its cost is high. For example, HR has about 250 licenses. That cost will be over their budget.

We have seen a return on investment.

We've noted an ROI as it's served as our go-to platform for the last four years.

As far as keeping track of your requests versus agents are concerned, you definitely get a complete, concise list of all your active users versus disabled and suspended. It's not the most ideal in terms of trying to find a user that's in the table as you would actually have to use their search field on the main platform, and hopefully, you'll get the spelling correct. Otherwise, you'll have a hard time finding the user.

That being said, on the user table, it's broken down by the first letter of their first name. So you'll have, what's it called, links per letter of the alphabet. So if I'm looking for myself, for example, I would have to click E and then go down the list page by page individually to try and find it.

As far as user management is concerned, it's a little bit frustrating from the user management perspective. However, from the ticketing perspective, it's a very solid tool. You'll have previous tickets that you could search through if you're looking for particular issues. It's effortless to find. You could search back through the history of a user's ticketing. The asset management tool is where the ROI is, provided that you're keeping it up to date. Again, the analytics portion of it is pretty solid and they just upgraded as well. Now, it's like a reporting and analytics feature that they have as opposed to just scheduled reports that we would run every now and then.

We have seen an ROI.

We see an ROI from the product.

We deployed IT into Freshservice about eight months ago, and we reorged IT three times since then. It is a little bit difficult to quantify right now because the teams have been moving so much, but I do know that our teams are way happier with it.

We see that the metrics are getting better. Cherwell metrics were just so bad that even our baseline was so off. We had people who just wouldn't ever close tickets. I found tickets that were three years old in VIP status in Cherwell. It was just that they would just get lost in there. Now, we actually have visibility into that.

We've never calculated the ROI.

Due to our previous system being so poor, our ROI was effectively immediate as staff could easily log tickets via email, web, or over phone. We've gotten much better feedback from staff on the system, and support staff has been able to easily keep track of tickets.

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.