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.”

“Earlier we received service requests through phone calls and emails. With Freshservice, we have created a structured process for raising service requests which requires the user to visit the portal and submit their ticket."

"Before Freshservice circa 40% of changes went through a proper approval process and received my sign off. Today just short of 100% of all changes are documented, checked for effective plans, and go through me for approval."

“A single service platform will bolster our capability and allow RPS to provide efficient services to all stakeholders, independently from where the support agents are located."

“The management is very excited about Freshservice. IT now works better and delivers excellent results more efficiently."

“Initially, we just focused on emails as a channel so that there was no sudden change for the employees. We then started to promote the portal where they could sign in with their Google account using SSO. The IT team then witnessed a steadily rising portal adoption at Essence. I was surprised to learn that our users had an extra tab open with the IT portal loaded.”

“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.”

“Freshservice has allowed us to improve our service management across the organisation. It has made interacting with end-users easy and allowed us to improve resolution times. We are now proactively able to solve issues and improve process efficiencies. I am delighted with the solution and am confident in our future with it."

“The employees have adopted Freshservice effortlessly and enjoy the benefits of interdepartmental collaboration in one single tool. The intuitive user experience has accelerated this adoption tremendously.”

“We have found great value in Freshservice’s configurable workflows, unified portal and the ability to set up the platform in local languages. We believe this will help the way we manage incidents across our locations to provide the best experience for our customers.”

“Once we built the MSP mode in Freshservice, it was a no-brainer. The team of experts at Freshservice offered advisory services and their ongoing support greatly expedited the onboarding process.”

“The promise of AI/ML capabilities and advanced analytics across multiple modules is an exciting future to be a part of.”

“Freshservice has been working perfectly for us, It suits our needs and it is doing all the right things for us. Agents are finding it easy to use, and love the solution.”