I am Ganesh Bommanaveni, an SEO with 5+ years of experience in the digital space and founder of RankMe1, A digital marketing agency. this review is based on my personal experience with the tool.
Native integrations with popular cloud services such as Dropbox, Google Apps, Bomgar and AWS is a majot plus. Freshservice is a product of Freshworks family, whose other products include Freshsales CRM Software, Freshdesk Customer Support Software etc, with more than 150,000 global businesses including Honda, Cisco, 3M, QuizUp & The Atlantic.
Agent service desk dashboard is the backbone of Freshservice as it offers a clear and concise overview of each agent's workload including overdue tickets, open help tickets, VIP tickets, upcoming service changes and customer responses.
Along with this, agents will able to view their current levels of customer satisfaction (which can positive, neutral, and negative). Through a gamification module, the agent will be encouraged to earn customer support achievement badge.
The service desk will plan all of the IT projects such as assign tasks, organize workflow, add comments, check progress, have conversations and set related service level agreements (SLAs).
Along with its help desk capabilities, Freshservice provides a broad array of IT asset management (ITAM) features that comprise configuration management, auto-discovery of connected devices and asset lifecycle management.
You can also direct your IT-related contracts so all of your website security certificates and software license remains up to date.Additionally, ITAM processes can be automated, so you won't be excessively burdened about manual updating or tracking information about your software, hardware, and other related assets.
A keystone of effective ITSM is reporting and performance analytics, as measured against SLA necessities. While with this, agents can view current customer satisfaction and related metrics in their dashboards.
This help desk analytics dashboard calculate overall IT support performance data, which includes tickets by category, tickets by month, agent performance, average resolution time, average first response time and more.
Freshwork's in-built artificial intelligence (AI) platform, Ask Freddy helps to build custom reports easily. With the help of natural language processing, Ask Freddy answers to your queries by gathering granular level data to comprise in your reports.
Your IT techs are going to love the easy-to-use agent dashboard, which clearly shows overdue and new help tickets that need to be determined. The gamification features and customer satisfaction metrics helps to improve agent performance and as well encourage everyone to enhance the quality of their work.
The asset management features include device lifecycle management, automated device discovery and contract management will offer the IT managers with more time to focus on overarching IT concerns.
The asset management features include device lifecycle management, automated device discovery and contract management will offer the IT managers with more time to focus on overarching IT concerns. Furthermore, the analytics dashboard offers data showing of entire IT department performance and breaks out incidents by department, type and average time to resolve.
Freshservice is well-designed so that rests of your employees also use it. Its self-service portal allows your employees to check the status of older tickets, create help tickets, receive alerts, and read knowledge base articles.
The knowledge base suggests the relevant articles which can help the employees to resolve issues on their own. You have all the things need, right ?
the Bottom Line: Freshservice is well suited to user base needs with its ability to create tickets from the support site, through email or by the call. With support for an intuitive interface and advanced features and, this is a great venture IT solution that's well worth a look.
You are going to love the easy-to-use agent dashboard, which displays overdue and new help tickets that need to be determined. Designed with ITIL best practice, It helps IT organizations to focus on important factors such as outstanding service delivery and customer satisfaction.
My Rating: 4.6 / 5