We used this for quite a while for setting up a system of service tickets on our web design side of our company. When people needed to submit an issue with their website this was amazing. They were able to submit an official support ticket then we could move through the process of addressing the issue without losing any tracking or details of the problem. Plus they were better able to understand where we were in the process.

We transitioned from a simple ticket entry system to full ITIL capabilities in a matter of a few weeks with very high user engagement. Giving users the capability to generate incidents via email has dramatically increased uptake. The CMDB continues to evolve and provides us with better views for application dependencies. The reports dashboard provide a useful tool to present metrics at management meetings.

We have far more users than technicians, and our environment can get chaotic. Freshservice helps us keep order and proritize support needs properly.

It's been very useful and helpful to our organization.

We transitioned from SPiceworks to FreshService We have not regretted the decision, it really is a great product