"My team now gets the benefits of controlling and enabling workflow in a way we have never been able to before."

“The number of tickets processed through self-service has been increasing. Freshservice is a lot more intuitive and the Knowledge Base is so much easier to see and search.”

"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."

“Freshservice has been a complete game-changer. We now track additional help desk metrics and this insight has helped increase agent productivity.”

“As we continue to grow as a company, we are looking to drive efficiencies within the team. Freshservice has been great for our organization and we are trying to take advantage as much as we possibly can.”

“One of the things that we also have particularly benefited from is the immediate customer feedback. Freshservice can get those customer satisfaction ratings quickly and respond to it. We have got a lot more feedback coming in. It has gone up from 150 responses a month, to approximately 1000 a …

“The analytics and data intelligence has been a massive step forward.”

“Compared to the other products, the Freshservice interface, inclusive of the admin portal is really easy to work with.”

“The Freshworks team was a great asset during implementation and continue to be a key partner for Waterstons as we look to further mature and improve our services to customers, tailored to their specific needs.”

“Freshservice is fast and leading-edge. It made a difference and helped us deliver high-quality work.”

“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.”

“Freshservice empowered us to provide great support availability, prompt responses, and maintain overall employee experience without breaking a sweat. We could drive excellent efficiencies and also cut down costs.”

"One of our major decision points was the ease-of-use and flexibility of the platform. That is the most important thing for me right now. However, I haven't forgotten that you had a fully operational and stable product. Everything from the implementation and support has been great."

“By the time our IT team gets a ticket, 80% of the work is already done by virtue of automation. It has helped us to consolidate our infrastructure workflow. Not only has it lowered the IT workload, but has put control back into the stakeholder and requester's hands.”

“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.”