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User review of Freshservice

We found the helpdesk we were looking for

- by Alice

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?

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

USER DETAILS

What is your role with this product?

  • I manage other people who use it

How long have you been using this product?

Less than 1 year

COMPANY DETAILS

What is your company size?

More than 100 Employees

What is your industry?

Education Management

USAGE & IMPLEMENTATION

Did your company use a different software before this one?

no

How many people in your company actively use this product?

all employees

PRICING & COSTS

How long is your contract with the vendor?

1 year

FEATURE DETAILS

No information provided by the reviewer.

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