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What are the best aspects of this product?

There is a great Sprout plan (a free one, just to say) that enabled me to appoint three desk supervisors with separate accounts. The point is that there are only three of us in IT support, and we need to share the role. Currently, we’re planning to involve the CEO and the Accountant, and I couldn’t be gladder to suggest them a supervisor post and to recommend a Freshservice subscription. I think that everybody could benefit from the flexibility of this software, especially because it is easy to use, and it I heaped with well-executed functions. I stopped struggling to display tickets long ago, and I started to perceive it as a normal task on the schedule. Way better than the irresponsive desks I used to rely on!

What aspects are problematic or could work better?

The Sprout reports left me cold. I expected variety, but ended up having average performance (the same data, the same levels, and an unchanged request mechanism). I don’t really get the whole story, you know. There should be deviation data, for instance (how many times an agent failed to attend a request, and for how long did it last?), and ideally a good outlier plan.

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

It records all support requests, in particular those directed to a specific member of the team who is taking time off work, and should be covered by any other employee that can handle the problem. I personally enjoy having a straightforward dashboard, and the fact that I am always in control of the tickets.

Are you a current user of this product?

Yes