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User review of Freshservice

A new beginning for our helpdesk

- by Kim

USER SATISFACTION

RECOMMENDATION
7 out of 7
Definitely
COST EFFICENCY
7out of 7
Superb
OVERALL IMPRESSION
5out of 5
amazing
EASE OF USE
5out of 5
amazing
CUSTOMER SUPPORT
5out of 5
amazing

PROS & CONS

What are the best aspects of this product?

Full control over the tickets: How does that sound? Let me tell you that it is amazing, and you wouldn’t change it for any similar software! Ever since we purchased Freshservice, we have a clear overview on every ticket arriving to our helpdesk. I am able to follow both the volume and status of tickets, and I have a crowd of satisfied customers whose feedback is always considered.

What aspects are problematic or could work better?

I would work a bit more on the reporting, mostly on customization and flexibility. The pre-made version is fairly stocked with information, but there’s little chance to detect trends and to make accurate decisions. Long story short, too limited for my taste.

What specific problems in your company were solved by this product?

We had an outdated system that made us feel powerless. It happened that we didn’t touch tickets for days, and honestly, that’s devastating for a business like this. You look at your users drawing back from your ticket system, losing faith, and contacting technicians….and you can do absolutely nothing! So, if I say Freshservice did magic, that’s far from exaggerated: support is always on time, and users are slowly returning to the ticket system. I think that the happiest ones are still our technicians-now they can focus on more important services.

Are you a current user of this product?

Yes

USER DETAILS

What is your role with this product?

  • I made the decision to purchase it

How long have you been using this product?

1-3 years

COMPANY DETAILS

What is your company size?

More than 100 Employees

What is your industry?

Accounting

USAGE & IMPLEMENTATION

Did your company use a different software before this one?

no

How many people in your company actively use this product?

several employees

PRICING & COSTS

How long is your contract with the vendor?

Less than 1 year

FEATURE DETAILS

No information provided by the reviewer.

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