Freshservice

Pros

Cost effective service desk tool loaded with great tools and features.

Cons

Some smaller interface issues. Also, could provide more granular control of custom graphs and data points for dashboards.

Alternatives Considered

Reasons for Choosing Freshservice

Switched From

Reasons for Switching to Freshservice

Pros

The ease of use. Was super easy to get set up and the support is excellent. We have loved the asset management system being able to tie it to tickets a purchase orders, that's been a big help when accounting asks where assets went. It has also streamlined our onboarding process.

Cons

There are some minor ui issues, and running reports can be a hassle to get the data you are looking for.

Alternatives Considered

Reasons for Switching to Freshservice

Pros

The ability to easily gather tickets, generate reports, and manage assets is wonderful. Being able to link certain assets to trouble tickets and track expenses helps us track down reoccuring problems with ease. Email ticket submission has greatly increased communication with the tech staff and teachers.

Cons

The higher tiers get very expensive, especially as you pay by agent. Some features are only available at the highest tier.

Pros

Ticket management, automations, integration with change management and asset association with users. Entra integration was easy and it's great to have a system that can both build users, and import them automatically into Freshservice when created.

Cons

RMM integrations are lackluster, hopefully the Device42 acquisition will change that, as we would love to get off Atera and have a more unified system. Some bugs that cause annoying alerts to be generated. Workflow Automator could be improved greatly both from a UI and workflow standpoint.

Alternatives Considered

Reasons for Choosing Freshservice

Switched From

Reasons for Switching to Freshservice

Pros

Freshservice has a very clean UI that is easy and intuitive to navigate. The webpage also has live update notifications which is extremely useful for closely monitoring tickets. When an update is posted on a ticket, even without refreshing you will see a notification regarding it and linking you to the ticket. Another useful live updating feature is the ability to see what other agents are currently viewing or editing a ticket. This solves the age-old issue 2 agents trying to edit a ticket at the same, or hesitating to update a ticket thinking another agent is already working on it.

I've also found the extensibility of the product to be quite useful. We've granularized our request system to include specific requests with built in tasks lists for common requests (Employee onboarding, Software Installation Request, etc.), as well as the general ticketing system. We've added approval groups to notify the proper people streamlining repetitive tasks.

There are great reporting features built-in as well, providing clean overviews of important KPI's like first-touch resolution, first response time, and time to resolution. These reports can be customized to filter based on a plethora of criteria.

The pricing also has as consistent model that isn't overly expensive.

Cons

Frankly I haven't encountered any issues with Freshservice yet. There has been a single instance of downtime this year, and it was minor and resolved relatively quickly.

Alternatives Considered

Reasons for Choosing Freshservice

Switched From

Reasons for Switching to Freshservice