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Cesar Quiroz
CIO at Grupo Kasto
Real User
Top 5Leaderboard
Easy to use and implement with a good user interface
Pros and Cons
  • "The overall functionality of the product is excellent."
  • "The product should look at BCM or ServiceNow and see if there are features that would make nice additions. It would help them stay competitive."

What is our primary use case?

We're primarily using the solution for incident management. We use it for ticketing for end-users. We are using also all the functionality around change management, release management, and this year we implement project management and software license management. We also make use of the analytics.

What is most valuable?

The analytics are very good.

The solution offers very nice incident management.

The overall functionality of the product is excellent.

The change management is helpful. They have an agent that we installed in every single asset. We have the inventory for all assets automatically.

Contract management is very valuable for us as an IT department, as we have the information for every single computer across the company.  

We are starting to use the project management aspects right now. We have different projects and we have all information in the same solution, in the same place. It makes everything more centralized and easier to access. 

The user interface is very nice and the solution is easy to use. You don't need to be an expert in order to navigate around and use the product. You don't need to read a lot of manuals in order to figure everything out. It's pretty intuitive.

What needs improvement?

While we're just starting with project management, I foresee some limitations with it two or three years down the line. The functionality we will likely need just isn't there right now. It's still very, very basic in terms of the offering.

For example, measuring progress can be tricky. If you finish the sub-tasks and not the main task, it doesn't calculate the project's progress correctly.

It would be nice if there were some standard KPIs around, for example, performance or support. It would help with budgeting.

The product should look at BCM or ServiceNow and see if there are features that would make nice additions. It would help them stay competitive.

For how long have I used the solution?

We started using the solution 36 months ago. It's probably been close to three years.

What do I think about the stability of the solution?

The stability of the solution is quite good. We don't have crashes. It doesn't freeze. there aren't bugs or glitches. It's reliable.

What do I think about the scalability of the solution?

The scalability is okay. However, if you have more than 100 or 200 agents how the performance will be.

We had started with five, then with 10, then with 15 and now we have 20 or more. We don't need to report or to ask that they increase the capacity planning or anything of that nature. It was very transparent and so far very easy for us to scale up.

We may increase usage in the future.

How are customer service and technical support?

Technical support has been very good. Their response times are very fast - faster than other competitors. We haven't really had any big problems with the product at this point. Therefore, we haven't really used them that much. However, we are quite satisfied with the level of service they provide.

Which solution did I use previously and why did I switch?

While I haven't used a different solution at this particular company, I have used other solutions in the past, such as BMC and ServiceNow.

Freshservice is more stable and easier to use. It's also less expensive. It may not e as big as other offerings, however, for small and medium-sized organizations, it's quite good.

How was the initial setup?

The initial setup is pretty straightforward. It was not overly complex. We didn't run into too many issues.

We constructed everything and handled the setup was in one day. Three days later we had to start with all the functionality and the implementation for the entire company including the change management process, the training, etc. Everything was done in less than one month.

What about the implementation team?

We didn't need a consultant or any type of expert in order to handle the implementation. We handled everything ourselves.

What's my experience with pricing, setup cost, and licensing?

The pricing information is on their website. It's my understanding that their Pro Plan, for example, is around $89/month.

There aren't additional costs on top of this. The price you see on the website is the price they charge and the price you pay.

What other advice do I have?

We're just customers and end-users.

I'm not sure of which version of the solution we are using. They recently changed the names of their services. While we were previously using what I believe was called Enterprise, which is now called Pro.

We may continue to use, not just this solution, but other Freshworks options in the future. We've recently asked the company to put together webinars for our company to learn more about their offerings.

I'd recommend this solution. In fact, I already have - to other CIOs. The pricing is very straightforward, and the solution is easy to use. It's not overly technical.

Overall, I would rate the solution at an eight out of ten.

Which deployment model are you using for this solution?

Public Cloud

If public cloud, private cloud, or hybrid cloud, which cloud provider do you use?

Disclosure: I am a real user, and this review is based on my own experience and opinions.
CEO North America at Axios
Real User
Top 5Leaderboard
Good documentation and support, analytics, and BI charting
Pros and Cons
  • "One of our favorite features is the "Info-Zone", which provides operational intelligence in flight and in context to guide both business users and support teams to productivity."
  • "We would like to see AI-driven CSI functions built into the tool that would allow us to quickly tie our improvement goals to metrics and activities, so Assyst will suggest the next steps to help us get closer to our goals."

What is our primary use case?

We are using Assyst in a Hybrid environment with Assyst app servers running in our own virtualized servers with the database and storage in Azure Cloud, which works well.

We use the system for IT Service Management across 16 ITIL v3 processes as part of a cohesive service management platform for delivering shared services for large organizations.

We integrate to Azure AD, LUIS/BOT Framework for insights and Virtual Agent support, as well as NetSuite for the asset, user, and billing interfaces.

Our focus is on process efficiency while ensuring a great customer experience.

How has it helped my organization?

Using this product allows us to standardize our approach to baseline improvement activities across business and IT process domains. The omnichannel capabilities allowed us to deploy a modern cross-channel delivery that we can manage from one pane of glass. The OOTB features provide support for many IT frameworks which we configured to meet our needs quickly. 

The OOTB analytics and in-tool BI charting allows analysts to really quickly assess historic and predicted scenarios to intelligently assess the situation so they can take the right actions 

What is most valuable?

ACE Omnichannel - Self-Service, Apps, Bot, Knowledge across devices, and personas. This has allowed us to divert resources away from answering phone calls on to more business valued initiatives. 

The workflow engine is very powerful and so is the service view CMDB. The design once - deploy anywhere is really good.

One of our favorite features is the "Info-Zone", which provides operational intelligence in flight and in context to guide both business users and support teams to productivity.

What needs improvement?

We would like to see AI-driven CSI functions built into the tool that would allow us to quickly tie our improvement goals to metrics and activities, so Assyst will suggest the next steps to help us get closer to our goals. 

Another area we would be interested in seeing is further support for MS Teams. We have used the APIs to work solutions but as soon as the graph APIs from Microsoft come out of Beta, we would love to see a packaged app here that is supported through upgrades like the rest of the Axios products. 

For how long have I used the solution?

We have been using Assyst for five years.

What do I think about the stability of the solution?

No glitches actually. Our experience has been uneventful in that respect and we find the apps very stable.

What do I think about the scalability of the solution?

This product is good for large organizations, with 2,500-250,000 employees.

How are customer service and technical support?

Good phone local support and self-service as well. Good ( almost too much ) documentation.

Which solution did I use previously and why did I switch?

Prior to Assyst, we used BMC Remedy. We wanted something that was more packaged and OOTB vs custom building ourselves.

How was the initial setup?

There are lots of templates to work from to edit/tweak.

What about the implementation team?

Both vendor and in-house teams assisted us with deployment.

What was our ROI?

Our ROI is 4.5 times our investment in 18 months.

What's my experience with pricing, setup cost, and licensing?

Ask for all-inclusive pricing, as they are pretty flexible if you ask for custom models. Don't underestimate the focus on content. A system on its own is as good as the data it can leverage like content, categories, and knowledge.

Which other solutions did I evaluate?

We evaluated ServiceNow, Ivanti, and Cherwell.

What other advice do I have?

Definitely consider this offering. There are many features and options that come with it that don't require custom dev. They upgrade and are supported.

Which deployment model are you using for this solution?

Hybrid Cloud

If public cloud, private cloud, or hybrid cloud, which cloud provider do you use?

Microsoft Azure
Disclosure: My company has a business relationship with this vendor other than being a customer: Independant ITSM consulting and integration services firm
Peter Kuranchie
Director of TechOps at a computer software company with 201-500 employees
MSP
Ability to expand, highly scalable, and excellent technical support
Pros and Cons
  • "In financial management, this platform has the infrastructure allowing us to expand the way we want to. For example, it gives you many business rules and budget models that you can use to optimize your workflow. It does not put you in a box. Additionally, integrating this solution with other platforms is extremely easy to do."
  • "The asset management application could be improved. They have a lot of the infrastructure built, but it does not come with already made compatibility with some of the most popular vendors, such as Cisco and Microsoft. You have to fix it yourself."

What is our primary use case?

I use the solution primarily for IT Financial Management and IT Business Management.

What is most valuable?

In financial management, this platform has the infrastructure allowing us to expand the way we want to. For example, it gives you many business rules and budget models that you can use to optimize your workflow. It does not put you in a box. Additionally, integrating this solution with other platforms is extremely easy to do.

What needs improvement?

The asset management application could be improved. They have a lot of the infrastructure built, but it does not come with already made compatibility with some of the most popular vendors, such as Cisco and Microsoft. You have to fix it yourself.

If this solution wants to be a big player in the asset management field, they have to have tools to compete with competitors, such as Tanium, that have integration with Cisco and other vendors.

For how long have I used the solution?

I have been using this solution for approximately 20 years.

What do I think about the stability of the solution?

I have not had any issue with the stability.

What do I think about the scalability of the solution?

The scalability is excellent. We have approximately 600 people using this solution in our organization.

How are customer service and technical support?

The technical support was excellent.

Which solution did I use previously and why did I switch?

Previously I have used CapStone and Remedy.

How was the initial setup?

The initial setup is straightforward.

What's my experience with pricing, setup cost, and licensing?

The price of this solution is expensive.

Which other solutions did I evaluate?

I have evaluated Tanium.

What other advice do I have?

For those wanting to implement this solution, I would advise using an expert.

When using this solution you have to expect you will need to continuously optimize it to get the most out of it.

I rate ServiceNow an eight out of ten.

Which deployment model are you using for this solution?

Public Cloud
Disclosure: My company has a business relationship with this vendor other than being a customer: Partner/MSP
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