Freshservice is our Incident Mngt tool since 2016 We are using Freshservice since 2016 and the product supports our needs very well. Just some simple configurations and the solution is ready. It is directly usable and follow the important rule : Keep it simple ! In case you need some support on the tool, the FAQ are complete and the direct online support is always accessible. Do not hesitate to try it !

Works out of the box... I was looking for an out of the box coud solution which followed ITIL best practices and required Little configuration. FRESHSERVICE is this. It took me only a couple of hourse to setup and my team began tu use it with no problems. After a few weeks of putting it into production I checked the reports and bingo... With no configuration I was getting KPIs and relevant information. Support is quick and knowledgeable, not only about the tool but about ITIL.

The best ITSM software I've used Setup couldn't have been much faster or easier. The whole system is fast and intuitive; even the mobile app. Customization options are plentiful, but not overwhelming. What I've been most impressed with is the support. The couple tickets I have put in with them have been responded to promptly and resolved on the first try. Overall it's a perfect fit for our organization.

Ever improving... We've been using Freshservice for some time and it keeps getting better. The team are really quick to respond to support issues, and the management are great at engaging with customers. They clearly want to keep improving the product and when we do find areas that don't quite meet our needs they are always keen to develop the product to overcome this, or point us in the right direction.

My experience with FreshService… 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.