137 Freshservice Testimonials

“Freshservice has enabled us to put together a service management system that is effective and well received across our organization. We have integrated our legal department, human resources department, fundraising department and several other departments into the system and they have all become agents. Our people find the process of making requests for services very effective and they are able to see how effective those services are delivered. Freshservice will continue being the basis for how we both define and improve our services for the coming years.”

“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.”

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

“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.”

“With Freshservice, we have been able to convert a negative experience to a positive one. From reactive, we’ve now become a proactive team.”

“Freshservice has afforded me the ability to introduce ITIL into the organization. With the product, my entire team is now ITIL Foundation V4 certified. Huge kudos to Freshservice.”

“With Freshservice we get a quick response to the support tickets. The support community is very good, and the visibility and roadmap is excellent.”

“Freshservice, or as we call it, AskDeac, has been a game-changer for us in terms of providing elevated customer support in a new digital presence. Further, since its launch, we have been approached by many other departments on campus wanting to hop on board.”

“With a growing IT services workload, maintaining records and increasing accountability is critical. With Freshservice, we look forward to achieving just that.”

“Before Freshservice, we were not able to track and respond to all the queries in a timely manner. With Freshservice, nothing falls through the cracks. We are now scaling Freshservice to the IT teams across the other locations and also within other departments at L’Osteria.”

“The support and response have been great. The product specialists and implementation partners respond to our tickets or queries within a short duration.”

“Freshworks is a portal where employees can easily submit and manage tickets, or view the status of a question. They can also look for solutions in a knowledge base themselves.”

“We use Freshservice tools for analytics and reporting, and over the past year, the company has invested a lot in their product development. The contents of the reports have been modified and become more diverse, and we will now focus on familiarizing ourselves with them.”

“The positive feedback we get to hear from both our frontline staff and our agents is gratifying, and we have not heard of a single complaint about the new platform. We will continue to focus on automation and simplifying the process of service request and delivery. Our next objective is to introduce alternatives such as voice based alerts, and chatbots, thereby doing away with the need to login to the support portal to raise tickets. With the successful transformation of IT service management, we will also be looking to extend the best practices to other functions at PAHT and unify service management across the organization with Freshservice.”