137 Freshservice Testimonials

"We switched from Service Now to Freshservice and it's the best decision we made. Freshservice is the ITSM tool of the future. It's easy to use and even easier to implement. We had so many complicated workflows and useless background information. We managed to move all the data to Freshservice and organise it in a month."

“The problem we were trying to overcome was the lack of coordination amongst the teams and changing the way support functions interact with the front lines of the business. Freshservice ticked all our boxes and helped us streamline our processes.”

“Freshservice has been a complete game-changer. We now track additional help desk metrics and this insight has helped increase agent productivity.”

“Freshservice continues to play an integral part in Probe’s IT strategy. From day one, we have looked at ensuring that everything IT starts with Freshservice. We continue to build on that, and are slowly extending the service management principles to other departments within the organisation. Being privy to how IT has effectively managed workload with Freshservice, we have had teams such as Facilities and Finance working with us in building support portals to streamline service delivery.”

“Our team loves exploring the full functionalities of Freshservice and we discover something new almost every week! We have really fallen in love with the product. When you have a team who enjoys using the solution, it just makes work that much easier.”

“In just the six months of adopting Freshservice, we have actually generated double the amount of tickets handled last year, which is crazy. That just goes to show just how much people are relying on the platform to get their issues resolved. Which is fantastic! I am also happy to see the adoption of Freshservice by our sales teams, warehousing teams, finance teams, and the feedback has been extremely positive. More importantly our agents today are better equipped to handle tickets and their contributions are acknowledged and appreciated by our stakeholders.”

“Freshservice has enabled us to put together a service management system that is effective and well received across our organization. We have integrated our legal department, human resources department, fundraising department and several other departments into the system and they have all become agents. Our people find the process of making requests for services very effective and they are able to see how effective those services are delivered. Freshservice will continue being the basis for how we both define and improve our services for the coming years.”

“Not only do employees see Freshservice as the go-to place for IT help and support, but agents are also able to do their jobs more efficiently. This has resulted in an improved experience and quicker resolution of problems for Ocado employees.”

“Implementing Freshservice has really been the highlight of my career at Alterra! The team makes you feel special and you have the assurance that you’re always a priority. I just don’t know how you can get a better vendor than Freshservice.”

“When we embarked on this project, we asked ourselves how we would create the best experience for managers, remove roadblocks in their work and make life easier for them. We believe we have achieved this goal with Freshservice.”

“The product is highly intuitive. If you’ve seen an ITSM system before, you can use this system as well. We are also pleased with the advanced functionalities and the support from Freshworks.”

“We started implementation of this tool just in time. In the current situation, shortening the response time and providing optimal service to our hotels is essential, and Freshservice is making a significant contribution to that.”

"Our response time now averages between two and three days. That’s a lot shorter than it used to be. Easy requests we handle during the same day, complicated jobs can take a week. Our goal is to reduce the response time to a maximum of two days. With the automation services in Freshservice, I'm sure we will reach this goal. Further improvements in the turnaround time will be achieved through cross-checking with previous solutions and by automating our response library. For example, we want to build a library of information we have used before, so that we can find the right answer much more quickly."

“Ultimately, better automation will contribute to the chain in which Schoeller Allibert and Freshworks strongly believe: happy employees ensure happy customers and therefore a positive result within Schoeller Allibert.”

“We went from a very unreliable email to SMS one-time alert to a full SMS, email, and phone alerting system that seems to be close to foolproof. We are also saving $30/ mo per user license by not having to use an external company. That alone makes it worth it!”