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Community Spotlight: AMA with Freshservice Customers Nicola and Peter, Profel

Community Spotlight: AMA with Freshservice Customers Nicola and Peter, Profel

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Userlevel 3
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@pproost and @nbeysen … Which is your favorite feature of Freshservice? Why do you like it?

For me, that would be creating tickets from e-mail. Our end-users have the habit of just quickly sending an email whenever they have an issue. Having those e-mails automatically converted to trackable tickets on a central platform is a blessing.

 

 

As a follow up, what would you like to see in Freshservice?

What I would like to see is the possibility to also integrate our AzureDevops environment in the New Gen Project Management and a way to easily connect PowerBi to our data. I know Freshservice offers a lot of reporting capabilities but our management is very PowerBi focused. 

@AwantikaJha @shashank

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@pproost @nbeysen Do you plan to use the chat add on or the chatbot integrations in the future, or are you using them now? Do you find the AI suggestions in the platform to be of value to your agents?

Userlevel 7
Badge +14

@pproost and @nbeysen … Which is your favorite feature of Freshservice? Why do you like it?

For me, that would be creating tickets from e-mail. Our end-users have the habit of just quickly sending an email whenever they have an issue. Having those e-mails automatically converted to trackable tickets on a central platform is a blessing.

 

 

As a follow up, what would you like to see in Freshservice?

What I would like to see is the possibility to also integrate our AzureDevops environment in the New Gen Project Management and a way to easily connect PowerBi to our data. I know Freshservice offers a lot of reporting capabilities but our management is very PowerBi focused. 

Couldn’t agree with this more!!!! Azure DevOps integrations would be amazing!

 

@pproost and @nbeysen You mentioned Workflow Automator...What process have you automated that has had the biggest impact so far?

Userlevel 2

@pproost @nbeysen Do you plan to use the chat add on or the chatbot integrations in the future, or are you using them now? Do you find the AI suggestions in the platform to be of value to your agents?

At the moment there are no plans to use chat add ons or chatbots; the majority of incidents we currently have to tackle are way too complex for a chatbot to handle or take significant time to solve which defeats the point of using a chat addon. Perhaps in the future.

The AI suggestions do have some value and have certainly saved us some time. Although sometimes the AI gives completely wrong suggestions; might be because we’re a Dutch speaking company.

Userlevel 7
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Loving the questions, answers and follow-up questions to all of these!! 🔥🔥

My next question to @pproost and @nbeysen -

What do you think or see as opportunities for growth when it comes to ITSM adoption at Profel?

 

Userlevel 3
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Thanks, Peter @pproost and Nicola @nbeysen for sharing your insights and learnings with us!

My question to you both -

At what point did Profel realize they required an IT service management tool and how did you go about figuring out the right tool that works well for your teams?

Userlevel 3
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Loving the questions, answers and follow-up questions to all of these!! 🔥🔥

My next question to @pproost and @nbeysen -

What do you think or see as opportunities for growth when it comes to ITSM adoption at Profel?

 

For me that would be expanding our self service portal and setting up some more approval flows. So that the request for new hardware and software could become more streamlined. I also see some possibilities in integrating a hardware monitoring tool with our Freshservice environment

Userlevel 7
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I’d like to thank @pproost and @nbeysen for joining us for this community take over and share their insights and journey with us! Your answers were very valuable and I’m sure a lot of our new and existing customers are benefitting from it.

We look forward to having more such community spotlight sessions in the coming months! Stay tuned :)

Userlevel 3
Badge +3

Thanks, Peter @pproost and Nicola @nbeysen for sharing your insights and learnings with us!

My question to you both -

At what point did Profel realize they required an IT service management tool and how did you go about figuring out the right tool that works well for your teams?

Hello Rubi, I can answer this one as I did the migration from our legacy system to Freshsservice back in 2017. Our company had a large growth in the past two decades and we started noticing that our custom application just wasn’t modern enough. It was an old desktop application and it started lacking more features then we could implement in a timely manner. I then started a study and compared about 6 or 7 ITSM tools, comparing all their strengths and weaknesses and check if they had the features we would definitely need. In the end Freshservice ticked almost all of the boxes and the boxes that weren’t ticked have been implemented in the past 5 years. For us the deciding factor was the ease of use and ease of setup of Freshservice. So I would advice on installing a lot of trials if your searching for an ITSM tool and hopefully you get to the same conclusion as we did. Haven’t regret our decision. 

Userlevel 7
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New question for @pproost and @nbeysen:

What were the most important factors in Profel’s ITSM tool selection criteria?

Thanks :)

Userlevel 3
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New question for @pproost and @nbeysen:

What were the most important factors in Profel’s ITSM tool selection criteria?

Thanks :)

Hey Stephen,

 

For us it was:

  • Ease Of use
  • Ease Of Set-up
  • Cloud based
  • ITIL-based
  • Multi language support
  • Support for Assets
  • API’s available

Best regards,

 

Peter

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