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What are the best aspects of this product?

If Freshservice never appeared, we wouldn’t know how much we needed it. It is just indispensible for the organization of our IT department. We rank much better since we improved asset management, and you can notice the change even in our CMDB and the communication strategy. I sincerely claim we’ve never been this successful.

What aspects are problematic or could work better?

I am a bit concerned about asset tracking, since you pay per item. I was surprised to see no alert prior to the allotment, and I even think there should be some additional licensing.

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

We profited from the CMDB and the relationship features, and we’ve really specialized in sorting documentation. Everybody is on the same page now. I think technicians love it, since they know how the system ‘breaths’, and they can provide any service you request.

Are you a current user of this product?

Yes