Reliable and Flexible ITSM Tool
What do you like best about the product?
We moved from an on-prem ITSM tool that we had used for approximately 15 years. Moving folks from an on-prem tool to a SaaS-based tool that was in the cloud was challenging. There were several hurdles to overcome. We are a very security-minded company, so getting my internal security department to sign-off on the tool was a bit challenging. However, FreshService had all of the tools available to us to ensure a very secure deployment of the software.
Additionally, FreshService offered a plethora of features that simply were not available within our on-prem software that we previously used. The ability to run workflows was a game-changer for us. I love being able to create work flows where I can say "if this happens, then do this".
The API made bringing our data from the on-prem solution to the FreshService a quick and easy process. We brought in all of our old tickets, attachments and data. The API made it a quick process - but you do need to have some programming knowledge to do this. I'm a C#/.NET guy, but it was easy enough with Powershell and FreshServicePS by Flycast.
The support team was available to help me implement the solution and address many of my initial concerns.
My team has fallen in love with how easy the software is to use and I have a lot of engagement on the ticketing system. We have a team of approximately 50 people and I held a few training sessions and since then, my entire team has been engaged and using the system.
The FreshService team puts out updates each and every month. This a good mix of new features and enhancements to existing modules.
Additionally, FreshService offered a plethora of features that simply were not available within our on-prem software that we previously used. The ability to run workflows was a game-changer for us. I love being able to create work flows where I can say "if this happens, then do this".
The API made bringing our data from the on-prem solution to the FreshService a quick and easy process. We brought in all of our old tickets, attachments and data. The API made it a quick process - but you do need to have some programming knowledge to do this. I'm a C#/.NET guy, but it was easy enough with Powershell and FreshServicePS by Flycast.
The support team was available to help me implement the solution and address many of my initial concerns.
My team has fallen in love with how easy the software is to use and I have a lot of engagement on the ticketing system. We have a team of approximately 50 people and I held a few training sessions and since then, my entire team has been engaged and using the system.
The FreshService team puts out updates each and every month. This a good mix of new features and enhancements to existing modules.
What do you dislike about the product?
There are some frustration points that we run into - but I'm certain that would be true regardless of the software you use. There are nuances where it isn't perfect for our company. The L1 support could use some additional training so when you have a more difficult problem, they could help out more - it seems like continual education of their support staff (which I'm sure is huge) might be an issue.
What problems is the product solving and how is that benefiting you?
We needed a ticketing system that would allow for orchestration and automation. Our old system didn't allow for that, so we handled many issues outside of that system. FreshService has been excellent in allowing for orchestration and automation within our environment.