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Freshservice's customers include MSP's, financial organizations, educational institutions and several government organizations.
ServoDesk, enables dynamic businesses to grow by facilitating centralised service; Enterprise Service Management (ESM). Start with one department like IT and adopt HR, Facilities and Customer support.
It has solid overall build quality and supports ITIL standards and data capture in many areas. We also have the asset tracking component which has been helpful.
So many of those requests can and have gotten lost in email in the past, but no more.
The interface is clean and intuitive, and the documentation is comprehensive. Freshservice has excellent customer support and they respond to issues/queries immediately.
Missing workflow functionality, some customizing features could be easier to understand, some poor translations into German.
The ticket management, asset management, knowledgebase and workflow automation have bee huge help and really a great solution for the specific needs.
I feel bad even complaining about it because it's so simple to use but I feel as if the interface could use an update.
Simple, Value for Money, Great Customer Support, Ease of use, Overall quality is nice and definitely we will recommend this.
All the problems are resolve quickly and worry to follow-up om email.
The ease at which we were able to set this up (with the excellent assistance of simplisys) was fantastic and the move from our previous system (spiceworks) to this has been seemless.
We had a few teething problems with setting the email integration up, due to our internal security levels.
Very helpful, its clear they care about their customers and want the installation to be a success. Really great company to deal with and are always ready to help.
Nothing so far as all problems we've had have been addressed quickly.
It has been a very positive experience, the support we have received from initial enquiry through to implementation and ongoing enquiries has been fantastic.
We were previously using a free helpdesk ticketing system but it was no longer able to cope with our demands.
We have a great laugh on the phone there friendly and help you with what ever issues you have straight away. They a funny but professional at the same time.
I am struggling to be negative at all, I guess ease of reporting is a double edge sword however this is mitigated by Power BI integration if you need advanced reports.
Brad T.: Hi, I'm Brad. I'm the application support manager in higher education and I rate Freshservice four out of five. So there is a couple of different software options I was looking for in my use case. So the biggest thing, I was looking for an ITSM tool with good CMDB capabilities. And so I looked at Zendesk, also at Freshdesk, that's by the same company that makes Freshservice. And landed on Freshservice because they had the CMDB component that I was looking for. So, there's two deciding factors that made me go with Freshservice for the use case that we had. One, it was ITIL-based. And so, it has incident management, change management, problem management, and release management, with good workflows built in. And of course, the CMDB to get a good inventory of our environment. The integration of rolling out for a service for our company was really easy, especially because it's a SaaS. It's just, you pick your domain name and it's ready to go out of the box. And with being able to integrate with active directory to do single sign-on through LDAP, made it even easier for our team to adopt. The best advice I could give anyone that's looking for an ITSM platform like Freshservice, is to evaluate the use cases and what you're solving for. So, if your workflows and processes are ITIL-based, which I would highly recommend anyone that's not using the ITIL structure. For a service that's out of the box, just ready to go, totally ITIL structured. And I highly recommend it. Especially if you're looking for a SaaS with little to no overhead on maintenance. So you don't have to have your own server to host it or anything. It's just pay per seat, per month and you're good to go.
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Freshservice
ServoDesk
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