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Rated 5 out of 5 by reviewer1949496 from Reliable with good ticketing but could use better analytics What is our primary use case? We use the solution primarily as a ticketing system and help desk. What is most valuable? We like the mail tickets on offer. It is something we love. There are workflows that are working quite well. You can have multiple queues and resolution groups. The solution has been stable. What needs improvement? The analytics could be better. We would like better visualization of items and KPIs, et cetera. The licensing could be better. For how long have I used the solution? We've been using the company for two years. What do I think about the stability of the solution? I haven't heard of issues with bugs or glitches. It's my understanding that it is stable and reliable. What do I think about the scalability of the solution? We do not have that many accounts or customers. I can't speak to how well it can scale. We have less than 50 users at this point. We might expand it 10% or 20%. Not more than that. How are customer service and support? I've never been in touch with support. I' not sure if anyone has. I can't speak to how helpful or responsive they would be. Which solution did I use previously and why did I switch? I do not have experience with other platforms. How was the initial setup? I wasn't part of the initial setup. It was set up before my arrival at the company. I'm not sure how long it takes to deploy in a typical setup. We might have one person, and maybe one extra that can handle the maintenance necessary on the solution. What about the implementation team? As I wasn't at the company for the initial setup, I'm not sure if a third-party was used during deployment. My understanding is we don't have an intermediary. What was our ROI? We've never calculated the ROI. What's my experience with pricing, setup cost, and licensing? We would prefer if the pricing was a bit lower. The solution may be around 20,000 euros a year. I'm not sure if there are any extra fees or items that need to be purchased on top of the standard costs. What other advice do I have? We are a customer and end-user. I'm not sure which exact version umber of the solution we're on. I would rate the solution seven out of ten. Which deployment model are you using for this solution? On-premises Disclaimer: I am a real user, and this review is based on my own experience and opinions.
Date published: 2022-09-17T00:00:00-04:00
Rated 5 out of 5 by Rajkumar Reghu Varma from Intuitive, easy to implement, and offers helpful support What is our primary use case? At my previous organization, we had an alliance partnership with Freshservice. Part of that alliance involved me implementing Freshservice for North American and Europe clients. Freshservice is an ITSM product. The PLC would be done by the thresholds and as part of the alliance, and we would implement the Freshservice ITSM solution for the clients. It's completely based on the customer requirements, which modules need to be implemented. We will do the data collection, the requirement gathering, et cetera, and we will do the solution and implementation for the Freshservice to cater to the client's needs. As part of this, we'll do the infra, we'll do automation, orchestration, and everything as part of this integration with multiple sources. We'll do the portfolio management. What is most valuable? We like that the product is a SaaS-based service. You can just register and within five to minute minutes, you are ready to go. It's very intuitive. It's not complex or anything. Anyone with some IT knowledge, IT service management knowledge, can just spin up an instance within the cloud and register for an instance. He can just go through configurations very easily. Maximum, within a week, if you have a basic ITL, if you have good technical instance, you can spin up an instance with a basic idea of some incident management for these catalogs. The product itself comes at 60% to 70% configuration. It's already done for you. Out of the box, there are around 40 plus service catalogs available. You simply need to customize your requirements. The product is loaded with all the features you need. At the moment, they are adding a lot of functionality to the product. It is beginning to mature. What needs improvement? This product is very good for small and mid-level markets. However, I'm not sure about the enterprise level. I'm not sure about expanding to a 100,000 to 200,000 user base or more. We'd like to see a CMDB, a Configuration Management Database, in the future. For how long have I used the solution? I used the solution about six months ago at my previous company. What do I think about the stability of the solution? The solution is in the cloud and very stable. there are no bugs or glitches. What do I think about the scalability of the solution? The scalability may be limited. I'm not sure it can handle enterprise-level deployments. I've done implementations for up to 2,000 users. The users are unlimited. The licensing is based on how many agents and end users you have; there is no limit. There will be a team managing the tickets. They are mainly on the service desk or customer support. As an end user, you will be raising a ticket and I'll be looking at the ticket. If I need to log into the system and look at the ticket, I need a license. It's based on that agent licensing. How are customer service and support? Once you log into an instance, there is always chat support available. You can also email them. they are very easy to get a hold of. How would you rate customer service and support? Neutral How was the initial setup? The initial setup is very easy. It's a SaaS product. You just sign up and get going within ten to 15 minutes. What's my experience with pricing, setup cost, and licensing? The licensing is based on how many agents you have or need to manage tickets. The licensing can be based on a monthly or yearly renewal. Different payment options are available. The pricing is available on their website. The pricing plans and everything is available. The cost is completely based on which plan you choose, as there are around four categories. The cost is completely based on the features the company must have. What other advice do I have? I was a customer and end-user. It's a SaaS product. The product is continuously evolving and growing, although I'm not sure how well it would benefit an enterprise-level organization. However, in general, it's good. It's a really agile platform. We cater to small and medium-sized clients, and this solution is perfect for us. I'd rate the solution eight out of ten. Which deployment model are you using for this solution? Public Cloud If public cloud, private cloud, or hybrid cloud, which cloud provider do you use? Amazon Web Services (AWS) Disclaimer: My company has a business relationship with this vendor other than being a customer:customer/partner
Date published: 2022-09-17T00:00:00-04:00
Rated 5 out of 5 by Eslam Adel from Reduces time to handle a service request, brings efficiency, and supports custom objects What is our primary use case? We use it for receiving internal services provided by IT, HR, VR, facility management fleet, financial affairs, and legal affairs. It is used for any service provided internally by our departments. We have a large number of branches and departments. We have about 40,000 requesters. How has it helped my organization? We have multiple levels of services. We have central services and geographical or location-based services for the same type of service. For example, in HR, we have a training team. There are some services that are managed or provided by a central L&D team, and there are some services that are handled by the local L&D team. It has reduced the time to look up who is responsible for a service, and it has reduced the time to finalize a service request because it now goes directly to the person who is responsible for the service in that location. So, a service request is handled quickly and directly by the person responsible for it. What is most valuable? Recently, they added custom objects and updated the analytics, which was really helpful. A feature called Business Rules for Forms is helping me to facilitate accessibility for users. What needs improvement? There are some limitations in reporting. For example, I would like to have a report of conversations or replies. I have discussed the improvements with them, and they are working on them. They will update it for my request in the next release. I'm waiting for that. There is a limitation in the profile field, which is required for our business. For example, if I need to add another manager for financial approval, there is no look-up field under profile. For how long have I used the solution? I have been using it as a requester for five years, and I have been using it as an admin for one year. What do I think about the stability of the solution? It is 80% stable. Some users face issues in Chrome and Firefox. So, we sometimes have to be involved with the users to check. What do I think about the scalability of the solution? Our account manager follows up with me week by week. If I need to add a license for an agent, it can be easily done. We have 444 agent users, but we have about 40,000 requesters. Its usage is intermediate currently. We are planning to increase its usage. We are currently calculating how many users we are looking to add. How are customer service and support? Until last June, I was contacting them, but we recently had two visits from the FreshWorks team. They offered to support us directly, and I can WhatsApp them any existing tickets sent to their support. I would rate their technical support a seven out of ten. How would you rate customer service and support? Neutral Which solution did I use previously and why did I switch? We didn't use any similar solution previously. How was the initial setup? It was complex, but now, it is better. Previously, it was really hard, and I had to change a lot of workflows. With recent updates, especially in 2021, there has been an improvement in the performance, workflow, and number of data updates I need to make. In terms of administration, I am mainly responsible for updating or changing anything, but the admin who was leading before me is also there for support if I am not available. In terms of maintenance, some checks are required to see if there is any issue. Sometimes, a user is able to submit a request, but some of the required fields are missing. I receive a list of tickets with no required fields, and then automation or workflow doesn't run. The request doesn't get assigned to any group. I have requested them to update it, and they worked on it for about three months. They fixed it, but after one month, the same issue came back. What was our ROI? Its ROI is good at this cost, but any costs over this will be hard to handle. If they increase that cost, our business may look for another solution. Its cost for us, as an IT department, is fine, but for other businesses, its cost is high. For example, HR has about 250 licenses. That cost will be over their budget. What's my experience with pricing, setup cost, and licensing? It is $34 per license, per agent. Currently, we don't see any add-ons at extra fees. Which other solutions did I evaluate? We looked up other solutions briefly. We couldn’t find a solution to cover our needs or our requirements because we are using it for HR and VR. What other advice do I have? You have to check all documentation and change logs because this is the core of the upgrade and enhancement in your service desk. That helped to improve my help desk and my services desk teams. I would rate it a nine out of ten. Disclaimer: I am a real user, and this review is based on my own experience and opinions.
Date published: 2022-09-16T00:00:00-04:00
Rated 5 out of 5 by Emmanuel Manios from Reliable with good workflow automation and professional support What is our primary use case? For the most part, we're doing some asset management with it. We've got about nine departments that are handling their ticketing requests through it through our service catalog. We use it for workflow building and integrations within as well. How has it helped my organization? As far as organizing the ticketing between departments and the analytics, we can draw from the different types of tickets that we have across our catalog. The analytic aspect of it is fairly good. It's broken down pretty much on an agent-per-agent basis and even within groups as well. It's pretty versatile in that regard. What is most valuable? Depending on the size of your organization, is pretty standard and useful. It's really dependent on the size of your organization. For example, in our use case, we're about 5,000 employees right now, and we've outgrown the product at this point. What needs improvement? The only thing I would have against it right now is that the workflow automation is not as granular as we would like it to be, at least for the size of our organization. The round robin ticketing feature that they have is not ideal, especially in the cases of, for example, if you have multiple groups and there are similar users in different groups. If the round robin-ing feature is turned on at any point for that user, depending on the workflow automation, the ticketing will just go to that user instead of going to a particular group. It's not as accurate as it should be. When we have new hires that come in, we have a new hire ticket that comes in from our HR department that comes into the IT department so that we can start preparing the equipment and getting the credentials ready. And then, once we create credentials, we need to send that over to an onboarding department that then provides the credentials to the end user and onboards them the day of. Now for all those tickets, we're talking about two or three tickets by the time we have to ship equipment. Since we have to ship equipment too during Covid, by the time we have those three tickets created, we need to have one group that encompasses everybody that would be involved in that whole procedure so that we'd be able to all have visibility within those tickets. Otherwise, I can't see HR tickets based on the group rules we have set up. HR can't see our IT tickets. There was a level of security in place there. We had to create a group that encompassed everybody. The problem there was that since the IT department has a round robin-ing feature set up so that when tickets come in, they're auto-assigned to us, all the tickets that were created within that group that we created to encompass everybody were just coming directly to us, which didn't make sense. We had to have the ticket initially come into our team, basically, and then we'd have to reroute the ticket. It was just a whole added process and it just became overly frustrating. That's part of the reason why we're moving away from the platform. For how long have I used the solution? I've been using the solution for about four years now. What do I think about the stability of the solution? The stability is pretty solid. We've never had major outages or any workflow issues that weren't caused by an administrative error. It's been pretty stable as far as a ticketing platform is concerned. What do I think about the scalability of the solution? The solution is scalable. However, it depends on how many users you have within your environment. Right now, we have 4,000 users. We are planning to move away from the solution and therefore will not increase usage. We're downgrading it pretty much to an archiving feature by year's end. How are customer service and support? I've only used them a couple of times. However, in every case that they've helped me out with, they've been very professional, and they've helped me resolve the issues. I haven't really had to use them. That's indicative of their service to begin with. How would you rate customer service and support? Positive Which solution did I use previously and why did I switch? We were using Jira prior to FreshService. They moved away from it in favor of Freshservice, and now we're moving into ServiceNow. For Jira, the number of users that we currently had at the time didn't necessitate the number of licenses we were going to need. Now we're at the point where we've got probably about 102 agents within Freshservice and it's not that it's quite costly, however, we need something a little bit more robust at this point. How was the initial setup? I wasn't there when they did the initial implementation. They actually implemented it about four months prior to when I started with the company. That said, for the most part, myself and one other person have been predominantly managing the entire administration of the deployment since. I've mostly been managing it on my own for about a year and a half now. From what I understand and what I've seen as far as the backend is concerned, it was simply just a matter of tying it in via API with our active directory. We have pretty much an auto-visioning feature that was happening with Active Directory until we implemented Okta as an IDP. We now push the group from AD into Okta, which then provisions into Freshservice. On the day-to-day management side of things, it's doable under one user. It depends on the need from the business as far as what you're trying to provide, as far as the catalog is concerned. If extensive asset management needs to be done or monitoring needs to be done, that will definitely add to the overhead of management. We don't do the majority of that. Even the asset management we don't even maintain anymore as we're planning on moving out of the solution. What was our ROI? We've noted an ROI as it's served as our go-to platform for the last four years. As far as keeping track of your requests versus agents are concerned, you definitely get a complete, concise list of all your active users versus disabled and suspended. It's not the most ideal in terms of trying to find a user that's in the table as you would actually have to use their search field on the main platform, and hopefully, you'll get the spelling correct. Otherwise, you'll have a hard time finding the user. That being said, on the user table, it's broken down by the first letter of their first name. So you'll have, what's it called, links per letter of the alphabet. So if I'm looking for myself, for example, I would have to click E and then go down the list page by page individually to try and find it. As far as user management is concerned, it's a little bit frustrating from the user management perspective. However, from the ticketing perspective, it's a very solid tool. You'll have previous tickets that you could search through if you're looking for particular issues. It's effortless to find. You could search back through the history of a user's ticketing. The asset management tool is where the ROI is, provided that you're keeping it up to date. Again, the analytics portion of it is pretty solid and they just upgraded as well. Now, it's like a reporting and analytics feature that they have as opposed to just scheduled reports that we would run every now and then. What's my experience with pricing, setup cost, and licensing? The price depends on the version you are using. Currently, we're not on the full enterprise version. We're on the one right underneath enterprise. It's like a professional pro version that's been grandfathered in from four years ago. I don't think they offer it anymore. We're basically paying about $100 USD per agent per month. Which other solutions did I evaluate? Previously, the company was looking at ServiceNow; however, at the time, the number of users we had in the business didn't justify the cost of the purchase of ServiceNow. What other advice do I have? It's a good solution. The reason why we're moving out of it is due to the fact that it can't give us what we need anymore in terms of being granular enough to use multiple services. At least as far as the workflow automation is concerned, I'd advise new users to try and compartmentalize the workflows as much as they can and not try to add too much into one particular workflow as it just ends up being just a long list of different workflows that are hard to maintain down the line. This is what we realized in the beginning. Then, we started compartmentalizing a little bit more by department, basically. The asset management needs to be kept up to date fairly frequently, depending on how much equipment you're using and how you're tying it into your users. If it's Macs or Windows, if you have an alternate MDM solution in place to manage your assets, then you wouldn't necessarily need Freshservice to manage assets. I'd rate the solution eight out of ten. Which deployment model are you using for this solution? Public Cloud Disclaimer: I am a real user, and this review is based on my own experience and opinions.
Date published: 2022-09-22T00:00:00-04:00
Rated 5 out of 5 by Curtis Braun from Great rules-based automation with a helpful FreshChat widget and useful auto-responses What is our primary use case? We're using the product for an HR service center. How has it helped my organization? We had a historical kind of email-based contact center. What it's allowed us to do is bring everyone in our department into the journey of customer experience and customer service. When you're just dealing with Outlook and mailboxes, those are typically only limited to certain teams. This allows us to scale. It allows us to scale and engage other people that may be required to help support a ticket. We may need a certain level of expertise or help from a subsidiary area, allowing us to bring them into the conversation much more quickly without losing sight of the ticket or the customer. You don't get lost in multiple emails. You can, essentially, manage everything off an initial inquiry. What is most valuable? We really like the Freshchat widget that allows people to engage with our FAQs on any kind of webpage or web property. We really like that. We really like the auto-routing. The rules-based automation that they've got built into auto triage and auto disseminate to the right groups. We really like the auto-responses, as well. Their dashboard and their ability to follow the history of the ticket to see who's all engaged is very useful. It allows us to see who's engaged with it. What needs improvement? Their analytics need improvement. Some of their integration could be better as well. Maybe this might be new in some of their newer versions. However, the chat should be an inherent part and shouldn't be a separate module. The way they run their service portal, it would be nice if you didn't require users to log in. If they could go to a login agnostic model and be able to, using AI, auto triage and recognize if somebody submitted a ticket before, they should be able to do that in an automated fashion. They shouldn't force users to log in anymore. For how long have I used the solution? I've been using the solution for about two years. What do I think about the stability of the solution? We've had no issues with stability or downtime at all. What do I think about the scalability of the solution? The solution can scale well. We have a couple of different deployments. In our specific deployment that I'm attached to, we would have about 40 users. We have seen growth inside of our organization. We're not the only team that uses it. There's a second team, and they're much larger. They have about 150 users. We've seen other scaled deployments for other purposes because of the success we've seen with Fresh. Will we see more growth in our specific HR area? Probably not. We're a small HR shop. How are customer service and support? They're not very good at technical support. How would you rate customer service and support? Neutral Which solution did I use previously and why did I switch? I've used some of the Oracle products, like RightNow. I've had some ServiceNow utilization, as well. How was the initial setup? The initial setup wasn't easy or difficult. It was kind of in the middle. There's a lot of configuration you can do on your own. There is some stuff where you've got to involve your IT department. Overall, that's what I like about Fresh compared to something like ServiceNow. It's pretty lightweight. It's pretty scalable and has a much simpler ease of implementation. It requires very little maintenance. Maybe we had one person attached to it. However, it wasn't a full-time job for them. We don't have to have an in-house Fresh technical expert. It's pretty easy to figure out. What about the implementation team? We did it in-house with some of the initial onboarding direct from Fresh. What was our ROI? We have seen an ROI. What's my experience with pricing, setup cost, and licensing? I'm not sure of the exact cost. I recall it being pretty small. Which other solutions did I evaluate? When considering options, I looked at Oracle again. We were looking at ServiceNow and Fresh, and we decided to go with Fresh, at least for short to medium term. What other advice do I have? I don't know what version we are using, however, in terms of what modules we're using, we're using Freshservice and Freshchat. Like anything, the tool doesn't fix your service issues. It can help, however, you got to have the right philosophical mindset and your process fundamentals in place because the tool isn't always your silver bullet. In terms of your process and your philosophy, I find doing an implementation like Fresh should get you in that mindset. The other piece of advice I would give people contemplating this is, for example, where I love dashboards and data, and Fresh doesn't do the best job in this space. It's not implementation and done. There's always fine-tuning required, and there's always room for improvement. That's where it's important to look at your data, look at your utilization, and always go back and challenge some of your concepts once it's implemented. I'd rate the solution eight out of ten. Which deployment model are you using for this solution? Public Cloud Disclaimer: I am a real user, and this review is based on my own experience and opinions.
Date published: 2022-09-19T00:00:00-04:00
Rated 5 out of 5 by reviewer1960482 from Easy to use and administer, integrates with a lot of things, and helps in meeting our SLAs consistently What is our primary use case? We use it for IT service management. We use it for HR service management. We also use it in an operations capacity in combination with some other tools. We use a combination of Freshdesk, Freshservice, and Freshchat. We use the whole suite. We're the third largest customer of theirs. We have the Enterprise plan, and we have its latest version. We are in beta testing for another upgrade that they're doing, but it is still in beta. So, it is not live yet. It is a cloud solution. Freshservice owns everything. We just use it as a cloud platform. How has it helped my organization? Our SLAs are being met way more consistently. We're seeing that customer issues are getting answered in a timelier manner. Our tech issues are resolved in a more timely manner. We have more access to information with the combination of knowledge, tickets, etc. We have integrated it with Jira. So, I can look and say that I have a ticket, and I need to send something to a developer in Jira. I can just do that with a click from Freshservice, which makes it easy. Configuring it is also super simple. What is most valuable? Its ease of use is fantastic. It is just above and beyond, especially when you compare it to something like Cherwell, Salesforce, or anything like that. It is on its own level. It is so easy to administer. The way everything is organized and the way it builds its own documentation is very good. It integrates with a lot of things. If they don't have an integration, once you bring it to them, a lot of times, they get that working in their pipeline. They get integration with different software going. They really are looking to do things a little bit better than others, and it shows how much work they put into the platform. What needs improvement? Sometimes, the billing process is an absolute nightmare. That's really frustrating. If you have a straightforward contract and don't need to make changes, it is fine, but if you need to make any changes, it'll take months. The other piece is that sometimes, they will push out updates without telling you they're doing updates, or they'll just have it as a notification. If you don't go and actively check, you just won't even know it is pushed out. You have to stay on top of it. You can't pick the version you're on. Everybody is on the same version, which is great and makes being an admin and working on the platform a much more consistent experience. For the most part, it is all pretty much the same. As compared to the Freshdesk knowledge base, it needs work. You can't save knowledge-based templates, which is a little bit ridiculous. For example, you can't have article templates in there. These are IT people. They're not thinking about formatting. We've got to do that for them. Some of the ways that tasks are reported on and shown can be better. You can't see tasks in your regular ticket list view. You can't see a combo view of tasks and tickets. It is a little bit difficult to get a solid overview of your list of things to do. You can only see them in separate views, instead of one single view. There should be the ability to add screenshots into a service request without having to download and attach them because that can be really frustrating for users. You can do that in the incident version, but you can't put a screenshot in a service request, which is frustrating. The users certainly don't want to take a screenshot, save it to their computer, and then attach it just to submit the ticket. They could just print the screen. I would like to see further integrated analytics, which is something that's on their radar. I would also like them to bring back some of the different metrics that they got rid of. I know that's on their radar too, and they're working on it. The unified bot builder is also on their radar. There is so much stuff that I know is already getting ready for deployment in the next year. The vendor-provided training material has some room for improvement. We disabled the incidents in our portals, and the customizability of all that has also been awesome, but beyond that, it would be good if I could see how a service request goes from end to end instead of being a whole lot of things. Their support could also be better. We have had some long-drawn-out and unnecessary experiences because of their support. For how long have I used the solution? I have been using it for about two years. What do I think about the stability of the solution? The uptime is fantastic. We very rarely have any issues with anything going down. Sometimes, it randomly slips into Arabic, which is weird, but it only happens to one user. So, I don't know what the user is doing. After refresh, it goes away. It might be a user problem. What do I think about the scalability of the solution? It is scalable. We're their third largest customer, or we used to be. I don't know if we still are. It works very well for us. We use it very extensively, and we're looking at expanding to additional teams. We have about 300 users. In this instance, I have 200, and then in another instance, I have 30 right now. I'll have another hundred in the next couple of months. We're bringing all of our dispatch operations into it. It is going to be a big list. From a scalability perspective, it is really good, but Freshcaller isn't. We can't use their full suite of solutions because even though Freshservice is extremely scalable on its own, when we're looking at upselling to Freshcaller, they just can't support the fact that we do a million minutes a month, which is a lot. How are customer service and support? We literally have weekly meetings with them, and for the last two years, we've had some hit-and-miss experiences. The response time is great, but when they reply with a knowledge base article, the way we are into the system, we would've already read that before approaching them. That's why we're asking them. I sometimes get a little bit frustrated about that. Sometimes, there are some communication issues with their support. I spent a year just being like, "No, we shouldn't be in Freshdesk for this." They were telling my bosses that we should be, and I was like, "I'm telling you that's incorrect. Why are you telling my boss that? You don't even work here?" You don't even go here. What are you doing? They don't even check your circumstances. I am a certified Six Sigma Black Belt. I gave them all of our process maps and everything, and they didn't even read over them. They just kept trying to put us into Freshdesk when Freshservice was a better fit because all we do is move around trucks, trailers, and drive. That's what we do all day long. I would like to know how we would do that without asset management or a portal with forums. They were just constantly trying to get us to implement break fix after break fix after break fix instead of putting us in the right product in the first place. It wasted a year's time and money. I brought a guy onto the call. He said the same thing to them in a guy's voice, and then they were like, "Oh, we get it now." I sent them a PowerPoint, and I said the exact same thing in email all the time. The guy was like, "I literally just said exactly what you said in the exact same words and with the same cadence." They just wanted to hear the guy say it. I said, "Are you kidding me?" And then they asked if he was my boss. He was not. I was training him. That was my one really bad experience because it went on for a full year, but it has been resolved now. Everything is good now, but I was deeply frustrated at the time. I would rate them a three out of five. That was a really long drawn-out experience, and it was so unnecessary. How would you rate customer service and support? Neutral Which solution did I use previously and why did I switch? For IT specifically, we used Cherwell. Operations were working out of email, and HR was also working out of email. Cherwell is just a nightmare to work with. It is a nightmare to administer. We were able to stand up and migrate away from them so quickly and easily. It might have cost a little bit more the way that we did it, but it was completely worth it. Our reporting looks better, and our analytics looks better. Everything is drastically improved. How was the initial setup? I run two instances of it, and I deployed both. It just depends on the needs of the business. If you need a lot of custom development, then you do, but if you don't, then you don't. It depends on the level of complexity that you have for your buildout such as: * How many workflows do you need? * How many admins do you have? * How many people do you have? Because of the size and scope of our group, it took longer. We spent six months on it. Migration from Cherwell for IT and then for operations is an ongoing thing. What about the implementation team? It was implemented in-house. There are three of us who work on this and the intranet full-time. It is a combo role, and then I have two people on my team. They just added intranet to my role. So, it takes three of us just to make sure that we can support because we have so many different types of teams, but a smaller team wouldn't need as many. What was our ROI? We deployed IT into Freshservice about eight months ago, and we reorged IT three times since then. It is a little bit difficult to quantify right now because the teams have been moving so much, but I do know that our teams are way happier with it.... Disclaimer: I am a real user, and this review is based on my own experience and opinions.
Date published: 2022-09-18T00:00:00-04:00
Rated 5 out of 5 by GeorgeMartin from A highly stable and scalable solution with an excellent sandbox, but is difficult to customize and lacks consistency across different modules What is our primary use case? I implemented the solution for a client, and it's used in the typical service management processes, including incident, problem, and change management. It's also used for fleet and facilities management. It has a built-in project management functionality, but that isn't used at the moment. Generally speaking, the out-of-the-box modules are used, with customisation. How has it helped my organization? It has allowed the client to implement service management processes that didn't previously exist in the business and to have more visibility and control of process tickets. What is most valuable? The most valuable feature is the sandbox, which allows the testing of new configurations, automations, and workflows before puting them live on the production system. What needs improvement? The most significant area for improvement is consistency across the different modules, as they are not intuitive. It makes me think the modules have different development teams with no consistent approach. From an end-user perspective, I can do certain operations in one module, such as incident management, but not in problem management, for example, and I don't see why that should be the case. An example would be the way that bulk actions has been implemented. It would be good to see more consistency in the development process. An additional feature could be a new module for test management; it would be good to see a module enabling the creation and management of test scenarios, test scripts, test requirements, and scenarios. The solution doesn't do that out of the box, and though it may be possible to do that with a lot of configuration and workflow customisation, it would be great to see a dedicated test management module. For how long have I used the solution? I have been using Freshservice for just over a year. What do I think about the stability of the solution? The tool is highly stable; we've never had any outages or downtime. Freshworks employs a continuous delivery method with Freshservice, so new releases and updates are integrated seamlessly as they are released. There is no impact on the end-users or the agents, so the solution is very stable. What do I think about the scalability of the solution? The product is highly scalable. The only barrier is the cost. The more agents, the higher the price, although the more we buy, the cheaper the agents become. As the solution is cloud-based, users access it via URL, which helps make it very scalable. We have 800 to 900 end-users in total, with 20 or 25 admins. How are customer service and support? I've contacted customer support on multiple occasions and there are two main considerations; response time, and quality of the response, with their ability to understand the issue being an important factor in the latter. The response time is pretty good, as the support system is a live chat. Email is available, but live chat is much easier as it offers a more immediate response. I found their ability to understand the issues quite poor; it took a lot of back and forth. Generally, they couldn't solve the problem and had to take it further to the developers, and I think part of that is that the work I was doing was very detailed and in-depth. I encountered many bugs that an average end-user wouldn't, and many of the issues turned out to be bugs, so the resolution took a long time. How would you rate customer service and support? Neutral Which solution did I use previously and why did I switch? The client previously used SysAid and the switch was made because SysAid wasn't flexible enough for the new business processes that were to be implemented. How was the initial setup? The initial setup is very straightforward, especially the out-of-the-box configuration. Freshworks provided what they call a transition support specialist to assist us, so the setup was simple. The deployment was relatively seamless; we configured the solution in an offline state which took about a week and deployed it from there. We shared the URL within the company, and end users accessed it using that. In total, it took one to two weeks for the setup and basic configuration. We did a lot of customisation, workflows, and automation, which took much longer than two weeks. As the solution is SaaS, it's very light in terms of maintenance; we have two staff with global access to monitor it. One staff member could do that, but we use two for resiliency. What about the implementation team? I implemented the solution as a consultant for one of my clients, so it was a mixture of in-house IT resources and vendor assistance. What was our ROI? We see an ROI from the product. What's my experience with pricing, setup cost, and licensing? I can't recall exactly how much the licences are, but it is somewhere in the middle compared to the rest of the market. The more licences that are purchased, the cheaper it becomes, and I think the solution offers good value for money. Which other solutions did I evaluate? We ran a procurement exercise that began with online research using review and comparison sites like PeerSpot and Capterra, looking into all the major service management tools against a defined set of business requirements. Based on our requirements, we shortlisted down to six companies - SysAid, Solarwinds, Freshworks, Hornbill, Halo, and TOPDesk. We then sent out RFI documentation to the six companies. For the next stage, we had demos from five of the companies, during which the functionality of each tool was tracked, measured, and scored. We had in-depth discussions regarding the scoring and then we ran trials of Freshservice and Hornbill Service Manager. Further scoring after the trials resulted in Freshservice scoring the highest, so that's the one we went with. What other advice do I have? I would rate the solution a seven out of ten. The product is excellent out of the box, but there are inconsistencies in how Freshworks implements it. It works great for organisations that don't want to customise and create their own processes. The out-of-the-box processes with minor tweaks will suit most organisations, but it becomes more difficult for those who wish to adapt their own specific business rules and processes. In hindsight, Freshservice isn't the solution we should have chosen, as it's just not customisable enough. There is plenty of help available for Freshservice; there's a user forum where you can post questions and get responses from other users. There's also a great deal of online documentation, the links provided by Freshworks, which connect you to their knowledge base. Additionally, there is an immediate customer chat function, so a great deal of support is available for any issues that may arise. I would advise other users to use the resources and do the required reading. Which deployment model are you using for this solution? Public Cloud Disclaimer: I am a real user, and this review is based on my own experience and opinions.
Date published: 2022-09-29T00:00:00-04:00
Rated 5 out of 5 by Sanjay from Cloud-based and cost-effective but issues with picking up assets What is our primary use case? I use Freshservice as an ISTM tool to implement the policies and procedures for ISM 20000. How has it helped my organization? Freshservice has automated a lot of our tasks, including ticket responses and call assignments, which has sped up our operations considerably. It's also allowed us to improve our change management and understand the impact of changes before they're implemented. What is most valuable? Freshservice's best features are that it's cloud-based, cost-effective, and has a flexible pricing scheme. What needs improvement? Freshservice has issues around how assets get picked up, requiring a lot of parameter changes within to network to ensure the system discovers everything (including PCs, printers, physical and virtual servers, and hypervisors). Another issue is the self-service portal, which doesn't always give full visibility of the stage a request is at or who has approved it. In addition, Freshservice doesn't support copy-pasting reports into the dashboard module. For how long have I used the solution? I've been using Freshservice for just under a year. What do I think about the stability of the solution? Freshservice's stability is good - it'll take whatever you throw at it. What do I think about the scalability of the solution? Freshservice is scalable, though it comes with additional costs. How are customer service and support? I've had some problems with Freshservice's technical support. They often drag out cases by continually passing them on the other people, and they seem overeager to close tickets and sometimes mark them as resolved without checking first. How would you rate customer service and support? Neutral What about the implementation team? We used an in-house team with the support of an implementation partner. What's my experience with pricing, setup cost, and licensing? Freshservice's licensing costs are pretty good, and it has different categories of pricing based on what modules and features you choose, which gives a lot of flexibility. Which other solutions did I evaluate? We evaluated BMC Remedy and ManageEngine but chose Freshservice because it was cloud-based and more cost-effective. What other advice do I have? Freshservice is a good solution for SMBs with straightforward networks and workflows. I'd advise anybody thinking of implementing it to document every requirement they have of an ITSM tool and discuss them with the Freshservice team to ensure each one is met. I'd give Freshservice a rating of seven out of ten. Which deployment model are you using for this solution? Private Cloud If public cloud, private cloud, or hybrid cloud, which cloud provider do you use? Amazon Web Services (AWS) Disclaimer: I am a real user, and this review is based on my own experience and opinions.
Date published: 2022-09-29T00:00:00-04:00
Rated 5 out of 5 by Abdelali El Ghazrani from A very responsive solution that is limited by its one-channel format What is our primary use case? Our company uses the solution to provide service desk assistance to clients. One use case is with a client in the insurance industry. Customers who have issues with their insurance send emails for assistance that are routed to us through the solution. We created five support group classifications to address particular insurance issues. We currently use Azure servers only for connection and to authenticate Office 365 mailboxes. For now, we do not link the solution with Azure's products. How has it helped my organization? Our company's productivity has improved. What is most valuable? The solution is very responsive with a 97% success rate in funneling customer tickets. What needs improvement? A chat bot needs to be added to the portal. Only one channel is available on the portal for service tickets. We would prefer one channel for tickets and one channel for chat support via a popup that is accessed from smartphones. Other products such as ServiceNow allow two channels. The solution has bugs with language translations. For example, our company translated the portal to French but some items remained in English. For how long have I used the solution? I have been using the solution for one year. What do I think about the stability of the solution? The solution is stable. What do I think about the scalability of the solution? The solution is scalable for users. We currently have 2,000 users and 150 agents who provide service. We utilize PowerShell when creating users and groups because it simplifies the task. Scaling to unlock cross-group or other features requires a pack upgrade. How are customer service and support? The technical support staff are responsive and reactive. We contacted support when we were having issues with language translation to French. They responded quickly and corrected the bug that was causing some phrases to remain in English. I rate support an eight out of ten. How would you rate customer service and support? Positive Which solution did I use previously and why did I switch? We previously used Microsoft's SCSM that is the part of SCCM used for managing tickets. After we were attacked by ransomware, we decided to migrate to the solution. How was the initial setup? The initial setup and implementation are easy. It took us a month to create various catalogs of service for our client and fully deploy. What about the implementation team? I installed the solution with assistance from a coworker. A team of seven technicians provide ongoing maintenance such as adding users or groups. What's my experience with pricing, setup cost, and licensing? The solution has an annual licensing model. The standard pack is currently orchestrating 2% of our tenants. Our goal is to use the solution to manage all orchestrations but that requires a bigger budget. We also have to upgrade to gain access to cross-group or other features. Pricing is rated a six out of ten. Which other solutions did I evaluate? We evaluated the solution, ServiceNow, and a third product. After meeting with a manager at Freshservice, we decided it was the best solution for our needs. We purchased the solution's standard pack but it does have limitations. For example, we created five groups to match particular service levels. But, users in group one cannot see group two's tickets unless they are a member of group two. This is problematic for our insurance client because tickets for children need to be linked to tickets for parents, even though they are are not in the same service group as individuals. Cross-group features are not available unless we upgrade from the standard pack. What other advice do I have? Environments that require two cloud channels might fare better with ServiceNow. The solution is easy to deploy even with no prior experience. The portal is simple to use and customize. The standard pack provides a good starting place for managing client services. I rate the solution a seven out of ten. Which deployment model are you using for this solution? Private Cloud If public cloud, private cloud, or hybrid cloud, which cloud provider do you use? Microsoft Azure Disclaimer: I am a real user, and this review is based on my own experience and opinions.
Date published: 2022-10-22T00:00:00-04:00
Rated 5 out of 5 by Tim Guilder from Provides excellent traceability along with improved efficiency and reliability What is our primary use case? We are in a broadcast environment, making around 40,000 hours of TV every year. Our primary use case is for responding to tickets where the end user receives telemetry. It's a little different from traditional IT help desks and is geared towards live TV production. Our support engineers work in shifts and this product is also a way of handing things over from one shift to the next in an efficient way with visibility. We are customers of Freshservice. How has it helped my organization? This solution has provided us with a level of ticket traceability that didn't exist previously. We now have statistics and data that tell the story of what our support engineers have been doing. It's improved speed and reliability. What is most valuable? The fact that the solution has an app and you can scan barcodes is amazing. With smartphones, you can asset-tag things, scan them, and then see them on your phone while you're on the move. It's crucial for us because our engineers aren't always sitting at a desk in front of a laptop. Freshservice is also excellent at searches. We now have an ITV-wide asset database and no longer purchase things that are already on the shelf in another office. It covers all our UK sites, so that if we're searching for a part or for a piece of equipment and it's in another location we can have it sent over to us. What needs improvement? It would be good to have the product integrated with Google because that's our corporate tool of choice. I'd also like to see a notice board where you can list a summary of the top 10 items being dealt with each day. It's something that would be very helpful. I believe they're working on a chatbot but we haven't seen that as yet. I'd like it to include a space where questions asked to a chatbot can be self-triaged in terms of support or with the ability to point you towards a knowledge-based article. We've been doing some of that ourselves but it would be good to have it through a chatbot. For how long have I used the solution? I've been using this solution for around six years. What do I think about the stability of the solution? The solution has performed perfectly for us. The Google search powered engine has always been extremely quick to return results. We've always found it to be very reliable and it's a good fit. What do I think about the scalability of the solution? The product is easily scalable with a variety of options. You can get a license immediately if you need an extra agent such as a freelance support engineer. How are customer service and support? The customer support has always been very engaged and they're good at communicating. I appreciate that they let us know if someone is leaving the company or moving to a different department and they introduce the replacement. It's very professional. How would you rate customer service and support? Positive Which solution did I use previously and why did I switch? I previously used ServiceNow but I'd say that Freshservice is way more user-friendly. I think it's slightly more competitively priced than ServiceNow as well. How was the initial setup? The initial setup was really straightforward. I think we were up and running in a couple of hours or so. We then had to move from an American instance to a European one for our cyber rules, so we rebuilt it for that. We had our own team working with the Freshdesk team to design an asset database, keeping in mind that not all of our equipment, such as cameras, has an IP address. They helped us rework some of the categories and fields of the database to suit our equipment. We have around 50 to 60 agents using the solution. If you add our interactions with people, it's helping us serve a client base of around 10,000 in the UK. We recently discussed getting additional support engineers to deliver some of the extra load and that will probably increase by about 10 each year. The solution doesn't require any maintenance from our end. There are sometimes notifications from Freshworks but it doesn't affect us. What was our ROI? It's difficult to quantify ROI, but the improved efficiency and access to our library and kit list, means we're saving by not buying additional equipment that already exists. It's also saved a lot of time because people are able to respond to tickets and provide a dropdown answer whereas previously responses were by email. What's my experience with pricing, setup cost, and licensing? The licensing model we have costs us around $66,000 per year. What other advice do I have? Our users like Freshservice and our customers like it too because they know where they stand. We like that we can do some in-house, internal PR around our teams. We can provide metrics about answering tickets within a defined period, and how many tickets were processed in a month. It's very good PR for a support team that is otherwise only seen when there's a problem. I would recommend testing this solution with your use case. There are a variety of different industries using it; car manufacturers, pharmaceutical companies, and banks. I think we were probably one of the first in the broadcast industry to take it on. If it doesn't immediately stand out as a good fit, the company is very open to developing the solution to fit your business. This is a great product and I rate it 10 out of 10. Which deployment model are you using for this solution? Public Cloud If public cloud, private cloud, or hybrid cloud, which cloud provider do you use? Amazon Web Services (AWS) Disclaimer: I am a real user, and this review is based on my own experience and opinions.
Date published: 2022-10-02T00:00:00-04:00
Rated 5 out of 5 by reviewer1967091 from Stable and user-friendly solution What is our primary use case? I use Freshservice as an attendant for the internet in the legal department of a real estate company. What is most valuable? Freshservice's best feature is its user-friendliness. What needs improvement? In the next release, I'd like to see more integration with Microsoft to get more data. For how long have I used the solution? I've been using Freshservice for almost two years. What do I think about the stability of the solution? Freshservice's stability is good. What do I think about the scalability of the solution? Freshservice's scalability is fine. How are customer service and support? Freshservice's technical support has issues with delays and translations. How would you rate customer service and support? Neutral What about the implementation team? We used a reseller team. What's my experience with pricing, setup cost, and licensing? Our licensing fee for Freshservice is $2,500 a year. What other advice do I have? I would give Freshservice a rating of eight out of ten. Which deployment model are you using for this solution? Public Cloud Disclaimer: I am a real user, and this review is based on my own experience and opinions.
Date published: 2022-10-06T00:00:00-04:00
Rated 5 out of 5 by Trilochana Gouda from Simple to expand, useful reports, and easy implementation process What is our primary use case? We are using Freshservice as a ticketing system. What is most valuable? The most valuable feature of Freshservice is you can assign downloaded tickets and the reports are useful. What needs improvement? Freshservice could improve the delegation and workflow management features. In a feature release, it would be a benefit to have a feature to automatically send a ticket For how long have I used the solution? I have been using Freshservice for approximately four years. What do I think about the stability of the solution? Freshservice is stable. What do I think about the scalability of the solution? The scalability of Freshservice is good. It is easy to expend. We have seven agents and approximately 700 white-collar employees using it. Which solution did I use previously and why did I switch? We did not use another solution prior to Freshservice. How was the initial setup? The initial setup of Freshservice is a very easy process. It can be done in minimal time. What about the implementation team? Freshservice requires little maintenance. What's my experience with pricing, setup cost, and licensing? Freshservice price is competitive, it is not more than other solutions on the market. What other advice do I have? I would recommend this solution to others because it is good and the price is reasonable. I rate Freshservice a nine out of ten. Disclaimer: I am a real user, and this review is based on my own experience and opinions.
Date published: 2022-09-01T00:00:00-04:00
Rated 5 out of 5 by Mark Freemantle from A flexible, reasonably-priced solution for quickly getting your help desk up and running, but the project and reporting areas need some work What is our primary use case? I was mainly using it for the functionality related to changes, such as tracking and reporting production changes going into our live systems. I also used it for APIs for the automatic generation of changes based on triggers from Jira. In terms of deployment, I'm pretty sure it was SaaS, and in terms of version, it would've been a fairly recent version because they'd only been using it for about a year or so. How has it helped my organization? It has a very easy, flexible model. You can open up a particular module and work on the next. That's what we did. Overall, it provides a simple way of getting your support teams up and running. That was one thing that I thought was quite easy to do. We were able to automate a lot of internal processes, such as onboarding of new users via forms, which had integrated notifications. It was really easy to do. Form management was very good. That was probably the main benefit. The automation of the support calls was the other part from which we got a lot of benefit. What is most valuable? On the changes side, I found the workflow network quite easy to set up. I didn't need a lot of hand-holding in that. I didn't have to go through training as such. The flows were pretty basic to set up, which made it fairly simple. The additional fields that were required for our change process were easy to set up. I was able to get it up and running pretty quickly. I was working as the head of the project management team. I got a few of the guys onto that, and then we rolled it out. What needs improvement? We did an evaluation of the project functionality. That was a fairly new area they were launching. It was fairly underwhelming, but they were gradually building out this area. That was one area where I felt they still have a long way to go. We did a review of our project management tool internally within the company, and it was one of the choices, but it didn't match up anywhere close to any of the other tools we were considering. It wasn't a good match. On the reporting side, when we were doing reporting, one thing that was a bit of a limitation was when you had a data list containing a list of changes that have occurred for the whole time and you had to fit the list onto a page. If the list went over the page, it would just truncate it at the page. You wouldn't get all your data. So, it didn't work. That was one big stand-out for me. What we tended to do was convert things into a more readable format, and then we had more targeted exception reporting, but it would be nice to have a full list of things that could be automatically generated and that can flow over pages. In terms of additional features, their strategy is quite good in that they incrementally change things. They must be using some sort of agile methodology. They tend to be doing these little releases along the way, and then they say, "Oh, we've got this new feature." I would definitely encourage them in that area. It is working for them. So, on the project side, being able to easily add risks and issues and more complex dependencies were probably the key areas in the project space where I saw that they let themselves down, but it was just a burgeoning area that they were launching into. It was just part of their initial offering. The plans for the future were still fine. For how long have I used the solution? I used it in my previous role at another organization. I was there working on Freshservice for about seven months, and I was working with it a few times a week in various capacities. The last I worked with it would be in February. What do I think about the stability of the solution? I didn't see any real issues with it. I was there for about nine months, and I might have seen two outages in that time. I also didn't see any performance issues coming through on that. What do I think about the scalability of the solution? Scalability didn't seem to be an issue. It was probably about working out the best licensing model. We had some administrative people, and we had users as well. For Freshservice, we had about 150 users. How are customer service and support? I didn't have a direct connection to Freshservice's support itself. I used to go to our local support. Our IT help desk was the first line of support, and then they would contact the Freshservice desk if needed. How was the initial setup? I was involved in the changes area. The base of Freshservice was already in place, and that was being managed by our support manager. So, the initial setup for me was around the changes area. It came out of the box and then it involved deciding whether or not we add additional fields. We added the additional fields that we required, and then gradually, we would check out the workflow and then say, "Okay, we want to have an approval step here." We'd then add an approval step. So, we incrementally worked on it as we saw it and then tested it all the way through, and when we were ready, we made it available for a sample group. We could then test it out. We didn't do it as a big bang approach. It tended to be segregated to a particular system area, and then we rolled it out to other areas after that. That seemed to be a good strategy for us. In terms of duration, for the changes piece, we had a working prototype within about six weeks, and that included documenting how we wanted it to run. If I had to look at just the configuration time, it probably took about four weeks to work through configurations. That was pretty quick for the changes side. For the APIs, it was probably a similar duration. There was a bit of requirements gathering and working out. We had trigger conditions where we wanted to trigger a workflow so that it automatically creates a change based on a trigger condition within Jira. The longer part was just setting up the base integration. The actual configuration with the actual tool was probably of the order of two to four weeks. What about the implementation team? In the initial base setup, there was just me and another person. When it came to the rollout, we were up to about six different project managers, and there were a couple of integration people. There were probably 10 people all up. We also had API integration. We worked with an integrating company to do that. In terms of maintenance, there are definitely patches that come through all the time, but that tended to be managed through the support area. I wouldn't have as much visibility on that side. What's my experience with pricing, setup cost, and licensing? It was a middle tier. It wasn't an expensive one. It was a tier model usage. Licensing costs varied between admin users and regular users. Which other solutions did I evaluate? ServiceNow was one. It was a much more comprehensive solution as compared to Freshservice, but it was also more expensive. ServiceNow is definitely more robust in terms of features, but Freshservice has a much better ability to configure. It is very flexible that way, from my experience. Being a smaller company, we tended to keep fairly tight on cost. We didn't really want to spend a lot of money. My understanding was that ServiceNow was much more expensive, but I wasn't close to the details. Freshservice was considered to be about right for what they wanted to pay. It was in the middle of the range in terms of the subscription cost. What other advice do I have? I would recommend it if you're looking for a really quick way of getting your help desk up and running with a ticketing system and some pretty cool automation with emails, notifications, etc. It is easy to set up and maintain, and it is reasonably priced for what it is. I would rate it a seven out of ten. It is a solid product. It doesn't do everything that ServiceNow does, which is my only comparison point, but it definitely has good features for the price. Disclaimer: I am a real user, and this review is based on my own experience and opinions.
Date published: 2022-08-25T00:00:00-04:00
Rated 5 out of 5 by reviewer1710462 from Good workflow automation capabilities, great price, and great user-friendliness What is our primary use case? It is a solution for help desk ticketing, as well as for knowledge base and inventory. We also deploy a fresh service agent that actually goes and gets installed on all of our PCs and any of our computer clients within the organization. That provides Freshservice with inventory information so that we can go and track assets. I am currently using the most recent version of it. It is cloud-based, so it automatically updates. It is a public cloud, though it is accessed through Okta SAML single sign-on. It is private in that aspect. I have a feeling that their services are on an Amazon Web Services server, but I could be wrong. How has it helped my organization? It has greatly improved the process of ticket triaging. In previous organizations I worked with, I know that most of the services that they implemented did have these capabilities, but no one was willing to take on the time and effort to go and implement some of these automations within the service. Because I went and took the time to go and do so, having the ability to just go and have a ticket get created, and then automatically based upon certain criteria in the ticket information, get it routed to the correct person on the staff and to the right department, works wonders. It helps improve the turnaround time. As opposed to what typically would happen in previous organizations where a ticket gets submitted, and it just kind of goes into a general IT unassigned bucket, and you're just kind of waiting upon an internal sort of honor system where technicians are supposed to be looking at the unassigned tickets. When they're free, they are just going ahead and taking it upon themselves to go ahead and work on an issue. They do it based upon the severity or the priority of the user involved, as well as the timeliness of the turnaround time that's being required. That's kind of a flawed system because if people just want to take a rest, they just don't really want to pay attention to the unassigned queue, and then oftentimes, tickets get neglected. You end up possibly missing SLA times, whereas now, because it automatically gets wired to the right people, SLA times are almost always met because there is not this whole game of employees kind of playing chicken as to I don't want to take it and someone else should take it. We are not leaving it to an honor system as to having people take tickets. What is most valuable? I do like the workflow automation capabilities, where based upon certain actions, it will automatically go and route tickets to a particular person. It is fairly user-friendly. What needs improvement? The ability to customize the user interface is a bit lacking, and the reporting is a bit lacking because they're very stringent upon what you can pull reporting-wise within Freshservice. They have a lot of built-in reports that are very nice, but when it comes to customizing these, they just provide you with certain data. When you try to build your own report wizard, you aren't able to go and select some of the data that is shown in some of the reports that come with Freshservice. This is something that we have brought up with our account representative, and we have suggested these as feature updates in the future. We're still waiting on them to go and implement something like that. Their support could be improved. In the user interface of their website, it can be a little bit difficult to navigate to get support. For how long have I used the solution? I've been using it for the past almost four years. What do I think about the stability of the solution? The only hiccups I've seen are due to having integrated with Okta. We've run into some problems with the Okta integration, but that's because they're different systems, and whenever you're dealing with APIs trying to manage the connection between services, you do run into issues. What do I think about the scalability of the solution? Its scalability seems good. We've more than doubled in size since we first implemented it. It has been able to handle that amount of growth. However, reporting and customization of the user interface for your different service catalog forms could be improved. Just the fact that they're not very customizable is a problem for further scalability, but for the price, it is pretty good. We have about 300 employees across all departments who use this solution. It is being extensively used at the moment in the organization. Its usage will increase even more with growth in the company. We're constantly adding new employees. How are customer service and support? That would actually be another area they can improve because I feel like the ability to go in and contact support is a little bit hidden in the user interface of their website. It can be a little bit difficult to navigate to get support. Once you do get a hold of them, the support reaction time is adequate. It is not the best I've seen, but they do generally respond within a day and a half. I would rate them a six out of 10. How would you rate customer service and support? Neutral How was the initial setup? It is fairly user-friendly. It is just when you're already kind of dealing with tickets coming in and you're the person in charge of dealing with the tickets and modifying the site and configuring it to where it becomes more useful for you, it gets difficult. That's because there are lots of ways to customize it. To make it as boisterous as what we've done is just time-consuming. You need to find the time to be able to go and utilize all their features. You just can't go and have it right off the bat configured because every organization is going to want to manage these things in a different manner. It's just time-consuming to go and configure all different features. What about the implementation team? They kind of just go over different features, and they do offer professional services, which I believe are a bit pricey. I have pretty much been figuring it on my own and reading up on my own to figure out how to do it. I also take care of its maintenance. Technically, the backend stuff is handled by Freshservice themselves because it is a SaaS-based service. I just kind of handle administration of user accounts as well as the administration of the user interface and some of the different features, but the actual server is somewhere on Amazon. I'm guessing it is an Amazon Web Services server somewhere, and Freshservice is managing it. What's my experience with pricing, setup cost, and licensing? Its price is great. Its pricing is supposedly a lot less than ServiceNow and other alternatives. What other advice do I have? It is a good solution for the price point. Just don't expect it to be the greatest IT ticketing service that you've ever utilized because customization is lacking and support could be improved, but for user-friendliness, it is pretty good. It has a user-friendly interface. I would rate it an eight out of 10 because the price is great and user-friendliness is great. They could improve on how customizable it is, but I do understand that it comes with a lower price. Which deployment model are you using for this solution? Public Cloud Disclaimer: I am a real user, and this review is based on my own experience and opinions.
Date published: 2021-11-15T00:00:00-05:00
Rated 5 out of 5 by reviewer1034670 from It's extremely simple to integrate with change management What is our primary use case? We extended Freshservice for one of my customers to integrate their business workflow. If the customer needed a new mobile, VM, or something else, they traditionally use a portal, but we have changed that. We designed an extension to manage business demands. In the past year, we've been implementing customization for change management. What is most valuable? The portal is straightforward for the end-user, but that's not the best part of Freshservice. Integration is the part that's interesting because it's easy to set up a process. It's extremely simple to integrate. In one week, you can add change management. It's incredible. What needs improvement? I'm not sure if it's on the roadmap, but Freshservice is missing something for the moment. You can't implement a complicated delivery workflow. We don't have the same problems with incident and change workflows. It's only for delivery workflow. They have a mechanism for modifying your incident or change workflow. There's a visual interface for that, so there's no reason not to have the same function for request management. I don't understand. For how long have I used the solution? I've worked with Freshservice for about a year. What do I think about the stability of the solution? We haven't seen many problems. I'm on a list to be notified of any service outages. It happens maybe once a year, so Freshservice is stable. What do I think about the scalability of the solution? It's difficult to speak about Freshservice's scalability because it's a product built for small customers. It isn't for a large enterprise like a bank or an insurance company. There are no scalability problems. A few of my customers are small companies that handle a massive number of incident tickets with no problem. How are customer service and support? Dealing with support was challenging. Their support is based in India, so it's all in English, and I'm not fluent, so it's difficult for me. Which solution did I use previously and why did I switch? Simplicity is Freshservice's greatest strength and weakness. ServiceNow is more complicated, but it can do everything. Freshservice is limited. It's a local solution, but that can also be a good thing. What other advice do I have? I rate Freshservice eight out of 10. I have some advice, but it's not specific to Freshservice. You need to address some issues before starting any big project, like the portal service catalog. It's true for all the products, including ServiceNow, Micro Focus, and the others. Disclaimer: I am a real user, and this review is based on my own experience and opinions.
Date published: 2022-01-04T00:00:00-05:00
Rated 5 out of 5 by reviewer1587621 from Flexible, customizable, and highly stable What is our primary use case? We are using Freshservice for customer service. What is most valuable? The most valuable features of Freshservice are the notifications, customization, and flexibility. What needs improvement? Freshservice could improve the integration with Microsoft Outlook. In a future release, they can improve by integrating the asset management model directly with the Microsft Azure Active Directory of the organization. For how long have I used the solution? I have been using Freshservice for three years. What do I think about the stability of the solution? Freshservice has been highly stable. What do I think about the scalability of the solution? The scalability of Freshservice is good. We have approximately 100 users using this solution in my organization. How are customer service and support? I have not used the support from Freshservice. Which solution did I use previously and why did I switch? I have not used another similar solution prior to Freshservice. What about the implementation team? We had help from Freshservice for the implementation. What's my experience with pricing, setup cost, and licensing? The price of Freshservice could improve, it is expensive. I rate the price of Freshservice a four out of five. What other advice do I have? I rate Freshservice an eight out of ten. Disclaimer: I am a real user, and this review is based on my own experience and opinions.
Date published: 2022-08-06T00:00:00-04:00
Rated 5 out of 5 by reviewer1086876 from Priced well, many features, and stable What is our primary use case? We have only started the process of certification with Freshservice. We are in a training phase right now. How has it helped my organization? We use Freshservice mainly for incident, problem, and change management. We are invested in organizations that have a middle level of maturity in terms of technical information or technology services. It's our primary commercial focus. What needs improvement? What I have seen in Freshservice is there's no room for customization. Which works as an advantage in some cases and it works as a disadvantage in others. If you are someone that starts managing your IT services, it is a great solution, because there's no way to go out away from the direction of the system. You have to follow the process as it was intended for the designers of a solution because there's no room for customization or configuration. They should add some versions of the solution that has a wider possibility of customization, that would be great. Freshservice as it is right now is great for specific segments of the market, but if we think of bigger segments, it's complicated, because usually they have a lot of things that have to be customized and with Freshservice it's not that simple. Freshservice has limitations in the discovery part of the solution. In order to automate the process of bringing information from your infrastructure to the database of the solution. It has a lot of limitations. For example, it is not as easy to work with Linux servers or Linux computers, as it is to work with a Windows computer. We'd like to see more compatibility with Linux infrastructure in future versions. For how long have I used the solution? I have been using Freshservice for a short time. What do I think about the stability of the solution? We haven't had any issues with the stability of Freshservice. However, we have had some issues with data imports, we have noticed that large amounts of data can get stuck. This is something that we haven't seen in other solutions. I understand since this is a solution for a different segment in the market, it should work well because you don't have to import a huge amount of data. You usually have to work with small to medium-sized chunks of data and there should be no problem. However, if you're trying to import a huge amount of data, it's is going to get stuck. What do I think about the scalability of the solution? On the subscription, we have the possibility of scaling Freshservice to other business processes. If you are working with ITSM and suddenly you have the need to go further with your project managing processes, you can use what the solution already has included, which is project management. However, what I see is, that it is complicated to scale what you already have. For example, if you're working with incident management and you have, a baseline for incident management, and you use most of the features in that baseline. If you try to step up and start including some additional functionality, it's just not going to be possible because of the lack of customization. Since you cannot do customizations often in the solution, you are going to have to be able to manage what you have. You're not going to be able to customize or modify things, that might add a little optimization or automation to your incident process management. We are in the training phase with Freshservice. We have five people who are working as administrators and we are implementing use cases. We're not working directly with the customer, we've been working only in a training space trying to import data. One thing that we are doing is comparing Freshservice a lot with ServiceNow because since we are implementers of ServiceNow, we are comparing Freshservice to ServiceNow in every training exercise that we get. We haven't had any experience with real customers, we are only in the training phase. Which solution did I use previously and why did I switch? I have previously used ServiceNow. What's my experience with pricing, setup cost, and licensing? One of the key benefits of Freshservice is license management. Asset management has the possibility to keep track of licenses and that's very useful. The price of the solution is very good. We pay for a license annually. There are no additional costs to the license. That's one of the advantages that we've observed. There are different versions of the solution, but it's clear what you receive in those versions. You don't have to ask anything else. You may have to add integration with other solutions or tools. However, the functionality of the solution is very complete, there is nothing to add. Freshservice is for ITSM, HR, and project management. The other one, which is Freshdesk is for customer service management. That is very clear. What other advice do I have? Rating this Freshservice out of ten is complicated because the benefits of the solution depend on the segment of the market you're working on. For the enterprise segment, I would rate Freshservice a seven out of ten but for a smaller segment, I would rate Freshservice a nine out of ten. It depends on the segment that you're working on. On an overall general rating, I rate Freshservice an eight out of ten. Disclaimer: I am a real user, and this review is based on my own experience and opinions.
Date published: 2022-02-23T00:00:00-05:00
Rated 5 out of 5 by reviewer1200735 from Intuitive with a nice user interface and good integration with SolarWinds What is our primary use case? We primarily use the solution for health tests and incident management. It's the help desk of SolarWinds. They both talk to each other. There's an integration between the two. What is most valuable? There's a good integration between SolarWinds and Freshservice. This is a very intuitive, interactive product. It's quite extensive in terms of dealing with trouble tickets. There is a nice user interface. What needs improvement? We'd like better integration with other products. It could be a bit more flexible. Technical support could be better. The solution is expensive. It takes time to implement it and get it fully working. For how long have I used the solution? I've used the solution for about a year. What do I think about the scalability of the solution? We have five admin agents on the solution. How are customer service and support? We did reach out to technical support in the past. Their response time and knowledgeability could be improved. How would you rate customer service and support? Neutral How was the initial setup? The initial setup starts off easy enough. It does get more difficult when you start dealing with complexities in your environment. It took us about 30 to 60 days to get everything up and running. What about the implementation team? We started off handling the setup in-house and then brought in a third party to assist us. What's my experience with pricing, setup cost, and licensing? We started off assuming it would be cheaper. It is quite expensive. It is based on user admins, and that's at a higher price. Even if you purchase only one or two users, it is quite an expensive product. What other advice do I have? I'm a customer and end-user. This is a SaaS product. We chose the solution as it was designed to be an all-in-one solution to deal with service management. I'd recommend the solution. It is a good tool, and it is growing fast. However, you need to be careful of your overall requirements. Those requirements need to be well thought-out and planned. Salespeople need to be in the mix as well. I'd rate the solution eight out of ten. Which deployment model are you using for this solution? Private Cloud Disclaimer: I am a real user, and this review is based on my own experience and opinions.
Date published: 2023-04-05T00:00:00-04:00
Rated 5 out of 5 by reviewer2125158 from Helpful support, good reporting, and an easy setup What is our primary use case? We manage all tickets and service requests needed for our company. We started to offer it for IT mainly to manage all requests and ticketing. There are some Oracle-added services like HR that is also integrated, for onboarding and offboarding. What is most valuable? The reporting is very good. We found the initial setup to be very simple. It is stable. The solution can scale. Technical support is helpful. What needs improvement? We are missing the endpoint. If a user asks for an install, we manage the ticket to assign it to someone to resolve it. However, it's hard to interact directly with the users themselves. We'd like something that, for example, could help us manage patches. We'd like the enhancement of some reports. That would be ideal. We had issues defining the difference between companies and departments. For how long have I used the solution? I've used the solution for about two years or so. What do I think about the stability of the solution? The solution is stable and reliable. There are no bugs or glitches. We can look at the reports to see if there are any services that have been delayed and get to the reason why. Everything is very clear. What do I think about the scalability of the solution? The solution is very scalable. How are customer service and support? We've used support in the past and have gotten good feedback and assistance. We are happy with the level of support. How would you rate customer service and support? Neutral How was the initial setup? The initial setup was simple. I had a good understanding of how it works and didn't have any issues with deploying it. It was easy to configure the workflows and so on. We started by adding the users and syncing their devices to it. We then added the workflows for each company or department. We added any extra services required to augment the full solution. The maintenance process is pretty simple. However, some people might have difficulty with the back end. What's my experience with pricing, setup cost, and licensing? I do not deal with the licensing process. I'm not sure of the exact cost of the solution. Which other solutions did I evaluate? We did evaluate Managed Engine. However, we decided to move in a different direction. What other advice do I have? I'm managing the solution. We bought it, and I am with the team that has helped configure it and manage it as an admin. I'm working with the latest version of the solution. I'd advise potential new users to just learn the tool, and day by day, they will become more comfortable with it. I'd rate the solution nine out of ten. Which deployment model are you using for this solution? Public Cloud If public cloud, private cloud, or hybrid cloud, which cloud provider do you use? Other Disclaimer: I am a real user, and this review is based on my own experience and opinions.
Date published: 2023-03-15T00:00:00-04:00
Rated 5 out of 5 by Cesar Quiroz from Easy to use and implement with a good user interface What is our primary use case? We're primarily using the solution for incident management. We use it for ticketing for end-users. We are using also all the functionality around change management, release management, and this year we implement project management and software license management. We also make use of the analytics. What is most valuable? The analytics are very good. The solution offers very nice incident management. The overall functionality of the product is excellent. The change management is helpful. They have an agent that we installed in every single asset. We have the inventory for all assets automatically. Contract management is very valuable for us as an IT department, as we have the information for every single computer across the company. We are starting to use the project management aspects right now. We have different projects and we have all information in the same solution, in the same place. It makes everything more centralized and easier to access. The user interface is very nice and the solution is easy to use. You don't need to be an expert in order to navigate around and use the product. You don't need to read a lot of manuals in order to figure everything out. It's pretty intuitive. What needs improvement? While we're just starting with project management, I foresee some limitations with it two or three years down the line. The functionality we will likely need just isn't there right now. It's still very, very basic in terms of the offering. For example, measuring progress can be tricky. If you finish the sub-tasks and not the main task, it doesn't calculate the project's progress correctly. It would be nice if there were some standard KPIs around, for example, performance or support. It would help with budgeting. The product should look at BCM or ServiceNow and see if there are features that would make nice additions. It would help them stay competitive. For how long have I used the solution? We started using the solution 36 months ago. It's probably been close to three years. What do I think about the stability of the solution? The stability of the solution is quite good. We don't have crashes. It doesn't freeze. there aren't bugs or glitches. It's reliable. What do I think about the scalability of the solution? The scalability is okay. However, if you have more than 100 or 200 agents how the performance will be. We had started with five, then with 10, then with 15 and now we have 20 or more. We don't need to report or to ask that they increase the capacity planning or anything of that nature. It was very transparent and so far very easy for us to scale up. We may increase usage in the future. How are customer service and technical support? Technical support has been very good. Their response times are very fast - faster than other competitors. We haven't really had any big problems with the product at this point. Therefore, we haven't really used them that much. However, we are quite satisfied with the level of service they provide. Which solution did I use previously and why did I switch? While I haven't used a different solution at this particular company, I have used other solutions in the past, such as BMC and ServiceNow. Freshservice is more stable and easier to use. It's also less expensive. It may not e as big as other offerings, however, for small and medium-sized organizations, it's quite good. How was the initial setup? The initial setup is pretty straightforward. It was not overly complex. We didn't run into too many issues. We constructed everything and handled the setup was in one day. Three days later we had to start with all the functionality and the implementation for the entire company including the change management process, the training, etc. Everything was done in less than one month. What about the implementation team? We didn't need a consultant or any type of expert in order to handle the implementation. We handled everything ourselves. What's my experience with pricing, setup cost, and licensing? The pricing information is on their website. It's my understanding that their Pro Plan, for example, is around $89/month. There aren't additional costs on top of this. The price you see on the website is the price they charge and the price you pay. What other advice do I have? We're just customers and end-users. I'm not sure of which version of the solution we are using. They recently changed the names of their services. While we were previously using what I believe was called Enterprise, which is now called Pro. We may continue to use, not just this solution, but other Freshworks options in the future. We've recently asked the company to put together webinars for our company to learn more about their offerings. I'd recommend this solution. In fact, I already have - to other CIOs. The pricing is very straightforward, and the solution is easy to use. It's not overly technical. Overall, I would rate the solution at an eight out of ten. Which deployment model are you using for this solution? Public Cloud If public cloud, private cloud, or hybrid cloud, which cloud provider do you use? Amazon Web Services (AWS) Disclaimer: I am a real user, and this review is based on my own experience and opinions.
Date published: 2020-12-30T00:00:00-05:00