137 Freshservice Testimonials

“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.”

“We’ve been delighted with Freshservice and are proud to be partners with them. And we haven’t even mentioned the increasing amount of machine learning and AI that has started to bear fruit with Freshservice.”

"We have been using Freshservice for about 5 years to manage our IT organization. The tracking, tools, and inventory meet our daily operational needs. The knowledge base is great for sharing information with our constituents, and developing a robust catalog of processes, instructions, and troubleshooting guides for our staff."

“Alert management is a game changer for us! Before Alert Management, we used to get four to five emails as soon as an issue crops up , and every alert would be logged as a ticket. Our team will have to correlate the alerts together and act accordingly. Our biggest benefit from Alert Management is that we completely got rid of the redundant emails as Freshservice groups similar alerts together and creates one single incident for it. Freshservice has tied alert and incident management systems together and has helped us create a seamless process that automatically logs an incident when there is a critical issue. And, any agent who is working on the incident can automatically track it back to the alert. This has totally stopped us from manually creating incidents in the service desk. Now that we’ve got it, it is hard to live without it.”

“Alert Management system is a pillar of an ITSM solution. The Alert management system in Freshservice generates incidents based on incoming alerts and automatically closes them when the alerts are fixed. With Freshservice, we now have the exact history of each alert and their associated Incidents, and all the support teams could have access to that information at the same time. This increases transparency and agility among our internal teams. Also, their ability to integrate with third-party monitoring tools is limitless with field mapping and API first mindset. And the best part is, it is really easy to set it up!”

“We currently have monitoring systems for different functions - ranging from data center monitoring, network monitoring, to cloud infrastructure monitoring. In the past, we had specialized teams to monitor alerts from these systems and apply their expertise to decide on how to act on critical alerts when they surface in the system. It was manual and time consuming. With Freshservice, we were able to aggregate alerts from all these systems and create a workflow to automatically create alert-based incidents in Freshservice. This saved us cost and also helped us become operationally efficient. I am sure there are plenty of products out there which can facilitate the same outcome, but the ease of use Freshservice brings to the table definitely has a huge impact on the user experience.”

“We use the Freshservice Alerts tool to manage website outage alerts from multiple monitoring tools. This feature has worked flawlessly for us and has saved measurable time compared to our previous system, largely due to the bulk alert management and flood protection features. We are excited to see this tool expanded further with additional features and integrations.”

“Freshservice is being used in IT, HR, Finance, operations, and Admin support as an integrated service management platform. This tool can be called an Enterprise Service Management Tool. It has helped us to improve turnaround time and user experience in handling service tickets. Freshservice implementation was faster when compared with other competitive tools in this category.”

“We started evaluating various tools, and we came across Freshservice. We did a demo and we were quite impressed with Freshservice because there is no need for any coding knowledge and the adoption was easy in our environment, that was our perception. We already were resellers of Freshservice, so we already believed in the product, and it seemed like the right choice.”

“If I reflect back to 18 months ago, when we decided to make a significant change to move to Freshservice, along with moving all the risk and regulatory requirements to the office, it would have been easier to stay with what we had, and take that conservative approach. But hindsight it is a wonderful thing that we are so much more agile, and we're so much more customer focused today because we went ahead with the transformation. Considering the conversations we constantly have with Freshworks, we're excited about what’s in store. With Freshworks we have a partner that listens to our questions, our challenges, provides excellent support and wants to be on that journey with us. That certainly wasn't the case historically with our previous platform. This makes us very optimistic about what we can achieve in the future.”

“We are very happy with where we are at the moment. The service management transformation across our global offices has helped streamline and rationalize the entire employee experience. Today, our agents can address and resolve them quickly, no matter where the employee is located or what language they are raising a ticket in.”

“During a busy day, there’s nothing more gratifying than getting a resolution with minimal effort and no disruption to the day’s plans. With the new internal service desk, I find it easy to resolve issues through self-service channels, and raising a ticket on the tool is a breeze in case I need more assistance. I can raise tickets in a matter of minutes thanks to the effective categorization and contextual forms.”

“Freshservice has really made it easy for me to resolve tickets coming my way. One of the key changes I see is that the simpler requests, such as password resets, are mostly resolved through self-service channels. Also, we have set up the forms so precisely that the employees don't feel bogged down by the volume of details they fill in, and at the same time, we have all the information we need to resolve the issue. This has helped me plan and streamline my day better. We, as agents, have collectively been able to consistently push the bar of service delivery standards within the organization.”

“Our internal customers can actually feel the positive impact of the significant improvement in service quality without even connecting with a human. There has been zero negative feedback. I must also add a point on adoption: Karen and I couldn't have done any of this without the constant support and guidance from the product and customer success team. They have been fabulous throughout the journey and the incredibly good adoption rate could not have been achieved without them.”

“The service desk adoption rate has been stellar. For instance, prior to the introduction of the virtual agent, close to 70% percent of our tickets would be logged through email, and the rest of them from the support portal. In contrast, we are witnessing over 70% of the tickets logged through our portal, and these are just the initial results. So, it's pretty evident that our Virtual Agent adoption has contributed significantly to the improvement in service desk adoption. As we continue to double down on our efforts of value articulation to our stakeholders and keep improving the accuracy of the search results, it's just a matter of time before the adoption rate would go beyond the 90% mark fairly quickly.”