“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."

"One of the biggest reasons we chose Freshservice was because it was very easy to use for our agents."

“It's heartening to see how our employees and agents benefit from the transformation. We will continue doubling down on our automation efforts and ensuring our employees are dedicated to high-value activities. We are eagerly exploring Freshdesk Contact Center and plan to unify ticketing and call management on a single platform. …

"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 …

"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 …

"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.”

“We feel very happy that we decided to go with Freshservice, the process from sales to onboarding was nothing but a great experience. But the standout feature of Freshservice was its ability to do everything in a single tool.”