137 Freshservice Testimonials

“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.”

“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 wanted to get rid of the elephant in the room and move to the cloud. Freshservice was a robust IT service desk that didn’t add any complexity to the IT operations, unlike the other service desks we considered. The simplicity and obviousness of the interface made it the preferred choice for the agent and the user.”

"Freshservice is easy to use, everybody understands it, doesn't take very long for anyone to learn."

"The reporting in Freshservice has been very valuable. It helps show where we are spending the most time on certain incidents and explore root causes. The collaboration on tickets is amazing. Being able to communicate within the department and not having to reassign tickets is amazing."

"Freshservice have been an integral part of our support service fabric for the last 3 years. The online portal and mobile application are incredibly user friendly, encouraging staff to engage with the IT Service team."

“Previously no one used the support portal for entering tickets. Now it is used widely across all departments.”

"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."

"We moved to Freshservice with the goal of growing the service desk adoption across the school. Business departments from food services to transportation love Freshservice for how intuitive and user friendly it is. We configured a school news feed, announcements and a live feed of outages to improve the IT experience in our school."

"Freshservice is a great product for implementing ITIL and ITSM processes, but it has also been a great tool for our non-IT departments to automate and coordinate better service to all employees. Marketing, sales, HR and fleet management are now using Freshservice to run internal operations; and they're loving it!"

"Before Freshservice we utilized an antiquated Service Desk system that was inflexible and unreliable. With Freshservice, we now have a robust system that both our users and techs enjoy using, with advanced reporting and automation features. It's a great solution that's always evolving."

"We are sold on FreshService! While we initially purchased it as ITSM product, we have since migrated legacy websites into Service Request Forms and have brought on Finance, HR, Reporting and Data Management into the fold."

"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."

"Freshservice's automations and integrations help us run the IT team as efficiently as possible."

“Freshservice has opened up our eyes to deploying new processes in a new fashion. We’re no longer constrained by our legacy ITSM system. Previously everything was manual. Freshservice automation gives us peace-of-mind.”