FreshService (US) – Cashback, Rebates & Rewards

Has enabled our org to vastly improve service - while it has some nuances and limitations, it is an overall great experience, with brilliant automation and efficiency tools.

A very helpful experience that can be useful for all types of users, if we use this knowledge correctly we definitely could improve our business process.

The best tool to approach the issues. Glad to use FreshService.

In general I'm quite happy with the functionalities of Freshservice but I would like to see some improvements still to be made that we used to do with freshplugs that were developped for us but we can't use anymore.

We have been working with FreshService for that past 2 years. It has always run smoothly. We never had an outage. Whenever we needed help or guidance, I logged a ticket and someone always replied within a couple of hours and had a solution for us immediately or the at the latest the next day. Up to now, I found analytics a bit complicated and although I constructed widgets, I could not get the detailed reports required for our KPIs. I always export tickets and analyze the metrics manually. I haven't had time to check out the new improvements you brought on end of August but will do so this month. Hopefully analytics are easier to use and i will start using the reports I get from Analytics.