Freshservice

In Freshservice, I typically use it for day-to-day tasks.

A quick, specific example of how I use Freshservice in my daily work includes getting some incidents, working on service requests, and handling change requests.

When I receive incidents or change requests, I use Freshservice by logging tickets, assigning them, and tracking progress; once the ticket comes into our queue, I acknowledge the case, work on the case, ensure that the SLA is not affected, and then provide the resolution within three to five working days. For change requests, once the change has been created, I work on it, send it for implementation, and then resolve it by closing the change.

An additional aspect of how I use Freshservice in my workflow involves handling outages, where I receive alerts stating an instance is down. When the instance is offline, I acknowledge the alert and work on that as well, eventually resolving it.

In my experience, the best features Freshservice offers include the ability to create solution documents, which can be saved in Freshservice, allowing us to search for those documents later.

The user-friendly interface of Freshservice helps me and my team day-to-day because once we create any solution document, we circulate it so that if anyone needs it, they can refer to the SOP document and work on their cases effectively, making solution documents very useful for daily operations.

Other helpful features of Freshservice include reducing dependency on support teams, leading to faster resolutions and fewer tickets, along with the service catalog that allows us to raise requests for malfunctions on laptops, access requests, software installations, and password resets. We also engage in problem management to identify root causes from recurring incidents, and we utilize reporting and analytics dashboards to track ticket volume, SLA compliance, agent performance, and resolution times, which are all excellent features available in Freshservice.

Freshservice has positively impacted my organization by enhancing the productivity and efficiency of our team, where each individual agent has benefited. Earlier, we faced challenges, but creating a few dashboards in Freshservice has provided insights into individual performance and aided in SOP creation and storage. Additionally, we can track alert creation for specific instances, seeing whether those alerts are recurring and the basis for triggering them, making this functionality very helpful.

I believe Freshservice can be improved by offering more advanced features and customizability.

In terms of improvements, I suggest enhancing performance for larger networks and addressing workflow automation by implementing additional conditions and options, facilitating easier creation of complex workflows, and improving the mobile experience, as accessing Freshservice on mobile can be challenging.

A better mobile experience is a factor that keeps me from rating it a perfect 10, alongside the need for more features and enhancements.

An area for improvement in Freshservice includes enhanced security, particularly in advanced security monitoring.

The main areas for improvement I mentioned earlier focus on implementing more granular access controls.

I have been using Freshservice for four years.

Freshservice is very stable.

Freshservice can handle growth in users or tickets easily.

Freshservice has scaled well as my team's ticket volume has grown smoothly without challenges.

There was an instance when I reached out to customer support regarding an issue related to the automation workflow of Freshservice, and my experience was satisfactory.

Before Freshservice, I did not use a different solution.

I cannot comment much on the pricing, setup cost, and licensing for Freshservice as it was already preset up in my company.

My company does not have a business relationship with the vendor besides being a customer, as we are a reseller.

We have not observed a return on investment from Freshservice, as we have not seen a reduction in employees needed or any significant savings.

I cannot comment much on the pricing, setup cost, and licensing for Freshservice as it was already preset up in my company.

Prior to choosing Freshservice, I evaluated other options such as ServiceNow and BMC Remedy.

I strongly recommend Freshservice to every support team.

Freshservice has positively impacted my organization by enhancing the productivity and efficiency of our team, where each individual agent has benefited. Earlier, we faced challenges, but creating a few dashboards in Freshservice has provided insights into individual performance and aided in SOP creation and storage. Additionally, we can track alert creation for specific instances, seeing whether those alerts are recurring and the basis for triggering them, making this functionality very helpful. I would rate Freshservice a 9 out of 10.