Freshservice Reviews

We are using Freshservice for the IT ticketing system for business users.

We use the ticketing system primarily, which is very easy to use for all users. Freshservice is helpful, especially in incident management. Incident management is very helpful, and the system is straightforward, making it easy to use for our enterprise-level company.

Freshservice is our organization's IT service management solution. We are using it for ITSM. We use Freshservice for incident management, service request management, creating an IT service catalog, automating approval workflows, ticket assignments, and automated responses to users and agents. 

We also have change management and automated workflows for change requests. The asset management module is being used by us extensively.

With Freshservice in place, we have reversed the trend of creating tickets. There is a self-service portal where most users report their issues or raise requests. The ticket gets created, and if it requires approval, it enters the approval workflow automatically and gets assigned to the team after all the approvals have been done. This eliminates the need to chase anybody for approvals.

We use it for our case management solution, knowledge-based repository, and for service delivery case management as well.

I like that a lot of integrations are available with third parties. Another one would be ease of use. It's very handy and very easy to use.

The change management feature of Freshservice is very useful, handy, and easy to adapt to your needs. We use it for all of our change management.

It has an AI add-on called Freddy, and it's really good. It's really pretty good for what it is meant to do. There are improvement areas for it. 

For instance, it has a feature for analyzing similar cases, but you cannot give feedback to let it know which case is indeed similar or which is not. But for what it is meant to do, it does a pretty well job.

We use the solution primarily for ITSM, but also in the capacity of ESM. It incorporates ITIL elements such as changes, problems, asset management, and ticketing, which is the main concept in use.

The solution facilitates a transition from an organizational structure that is function-based to a process-oriented approach. This improves efficiency in ticket routing and eliminates the need for extensive triage.

It's a major lead to work with the IT architecture.

The admin feature is the UI, so it's very clean. The asset management and its model are valuable as well.

We are in a broadcast environment, making around 40,000 hours of TV every year. Our primary use case is for responding to tickets where the end user receives telemetry. It's a little different from traditional IT help desks and is geared towards live TV production. Our support engineers work in shifts and this product is also a  way of handing things over from one shift to the next in an efficient way with visibility. We are customers of Freshservice.   

This solution has provided us with a level of ticket traceability that didn't exist previously. We now have statistics and data that tell the story of what our support engineers have been doing. It's improved speed and reliability.

We use it for receiving internal services provided by IT, HR, VR, facility management fleet, financial affairs, and legal affairs. It is used for any service provided internally by our departments. We have a large number of branches and departments. We have about 40,000 requesters.

We have multiple levels of services. We have central services and geographical or location-based services for the same type of service. For example, in HR, we have a training team. There are some services that are managed or provided by a central L&D team, and there are some services that are handled by the local L&D team. It has reduced the time to look up who is responsible for a service, and it has reduced the time to finalize a service request because it now goes directly to the person who is responsible for the service in that location. So, a service request is handled quickly and directly by the person responsible for it.

For the most part, we're doing some asset management with it. We've got about nine departments that are handling their ticketing requests through it through our service catalog. We use it for workflow building and integrations within as well.

As far as organizing the ticketing between departments and the analytics, we can draw from the different types of tickets that we have across our catalog. 

The analytic aspect of it is fairly good. It's broken down pretty much on an agent-per-agent basis and even within groups as well. 

It's pretty versatile in that regard.