Freshservice

End User Support Solutions

Tools to benefit end users such as single sign-on to self-serve, password reset, screen capture in ticket, dynamic FAQ matching to ticket key words.

Technician Administration

Easily designed forms, templates, task management, and workflows using codeless customization.

Service Catalog

Ability to request products and services through an online catalog that integrates into the ticketing system; may include an app store.

Multi Device Capability

Intuitive interface for any device for any role (end user, technician, approver) providing access via web or native mobile app for end users and technicians.

End User Self Serve

Intuitive portal designed for end users to create incident tickets, request services, and access status and FAQs.

Multi-Site Functionality

Central management of dispersed technicians, multiple time zones, operational hours, and automated shift reassignments.

Integrated Knowledge Management

Database integrated with ticketing system for sharing information between technicians, single source or able to federate multiple sources into a single search.

Integration With IT Tools

Integration with tools to assist the user which enable connection from within the ticket, capturing information as it is created.

Reporting

Straightforward data storage with ability to create any reports easily. Dashboards for any role with ability to easily build and modify.

Ease of IT Administration

This data indicates whether IT personnel will be able to resolve issues and perform configurations efficiently and effectively.

Ease of Implementation

Successfully implementing new software is necessary to realize its full value and promote end user adoption. This data indicates whether or not the product is easy to implement.

Usability and Intuitiveness

End user learning curves cost the organization money. Pay attention to your end users' technical ability to determine how important UX is in your purchase.

Business Value Created

Software needs to create value for employees, customers, partners, and, ultimately, shareholders. This data expresses user satisfaction - or lack thereof - with the product's business value.

Breadth of Features

Users prefer feature rich software that enables them to perform diverse series of tasks. This data expresses user satisfaction with the product's breadth of features.

Availability and Quality of Training

Effective and readily available training enables users to get the most out of the software you've chosen. Use this section to make sure your vendor's training programs and materials measure up.

Vendor Support

The importance of vendor support will vary for each organization depending on internal capabilities, but there will always be issues that only the vendor can resolve.

Ease of Customization

Don't get bogged down in a difficult customization; use this data to make sure you can easily achieve the functionality you need for your particular situation.

Ease of Data Integration

Use this data to determine whether the product will cause headaches or make data integration easy.

Product Strategy and Rate of Improvement

Vendors who don't stay on top of emerging needs and trends won't enable you to meet your business goals. Use this data to separate innovators from imposters.

Quality of Features

Feature quality is just as important as quantity. Use this data to determine if this product will do what you're purchasing it to do, easily, intuitively, reliably, and effectively.