137 Freshservice Testimonials

“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.”

"The Freshservice mobile app has cut down a lot of time for us and we like to be mobile when we’re away from the desk. Freshservice is a fantastic product that we’re happy to have chosen as our ITSM solution."

“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.”

“The reports in Freshservice are great – we were able to get started with them immediately. The only change was to make them our company colours! This ability to automate reporting and provide insights to our team and to other stakeholders provides a more accurate picture of our efforts around end-to-end incident management."

“Freshservice works for Mosanada, and I see no reason why it would not work for other organizations as well.”

“The council organisation is very complex. We knew we would have to meet the needs of many different departments and team members using the service. For example, we have over 90 different buildings around Stockport, all of which would contain teams that would have to be supported. In total, it took nine months to implement all our ITSM capabilities due to the complexity of our organisation; we were also recruiting new staff in to expand and support that delivery of more services too."

“Go-to-live was fast and sooner than we expected. The Freshservice team offered innovative solutions to critical issues. Productive discussions with the team made the experience good. Overall, the implementation was great.”

“Freshservice team understands our needs and works with us as a partner who helps us provide better service to our customer. Freshservice has an incredible support team and a great solution. We are glad we chose Freshservice.”

“Freshservice delivers a faster IT service with greater insights, which creates opportunities for continuous innovation.”

“Agents are happier after implementation of Freshservice. Top Management has also observed the benefits and this has resulted in usage of Freshservice being expanded to multiple teams across broadcasting, payroll, and engineering.”

“In addition to the service desk software, we also had asset management software. It was an outdated system and no longer fit for purpose. Getting it back into shape was not an option and it was also very expensive."

“If every application that we use was like Freshservice, my job would be easier, my life would be easier and users will be happier and the company also sees success. So it's a win-win for everyone."

“We were impressed with the way Freshservice presented their features, functions and benefits from an end-user point of view at a Service Desk Open House. There was no hard selling or pressure. We felt that here was a solution that made us feel that it was designed for us. The sales folk were forthcoming and let us try out a full version. That clinched the deal.”

"There has not been any time when Freshservice has had an outage or is not available for more than half an hour and is able to handle the peak ticket volumes of 1500 a month without any outage."

“After looking at multiple helpdesks, I liked the interface Freshservice had. The main aspect was, its was easy to read, easy to go through tickets, and at the very first of the dashboard it gives a clear picture of what is happening, which I think is fantastic."