“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.”

“The implementation of Freshservice in our organization has proved its value from day one. Easy to use with a great front-end and it allowed us to provide a world-class helpdesk service to our customers within minutes of going live. Our customers are reaping the benefits of better turnaround times and …

“The internal team loves using Freshservice. The gamification and survey capability within Freshservice have spearheaded healthy competition between agents. The mobile app is very user-friendly, and we’ve been efficiently handling a large volume of tickets.”

“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 …

“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 …

“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 …

“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 …

“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 …

“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 …

“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 …

“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 …

“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 …

“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 …

“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 …

“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 …