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Really like their support
What do you like best about the product?
Their support is very good -- a good model. I guess they are in the helpdesk business, so it makes sense. Support is easy and responsive through chat, and they will call you if that is a better way to help you. They also respond to product suggestions. Using tags makes it easy to refer to past incidents.
What do you dislike about the product?
There are some features I'd like to see added -- always room for improvement!
What problems is the product solving and how is that benefiting you?
Managing help requests. Using Freshservice makes us look more professional.
Recommendations to others considering the product:
I've been pleased with Freshservice!
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Excellent Support
What do you like best about the product?
Direct and straight to the point. Asked a question, got an answer the resolved my issue right off the bat. Wasted none of my time.
What do you dislike about the product?
Can not think of anything. We are new users and have not had any issues thus far. It is a learning curve, but, they are more than willing to assist.
What problems is the product solving and how is that benefiting you?
How to customize our service categories.
Favorite helpdesk system so far!
What do you like best about the product?
Clean interface, easily able to organize and keep track of issues.
What do you dislike about the product?
The inability to to easily forward emails to our helpdesk emails. Even with that being said, it isn't the worst set up in the world, just a minor hassle to have to configure with a million other things going on but this may just be me :)
What problems is the product solving and how is that benefiting you?
I have only used this for IT requests, hopefully I will get a chance to explore what else Freshservice has to offer!
Recommendations to others considering the product:
Give it a try!
Amazing and easy.
What do you like best about the product?
I like the whole setup of the website. It's easy to add people and show them what to do, most of it is self-explanatory. It's easy to give support to who creates cases, who needs help from an IT-employee at our schools. The support that is accessible with FreshService is great, you get help within a day or less.
What do you dislike about the product?
The tutorial could be better when you first create your account. Something I also realized was the default language on the website, and whoever creates and account on the website. (This might just be me not seeing how to, but I've looked for it and didn't find it.) Some groups and roles are also locked and not removable.
What problems is the product solving and how is that benefiting you?
We, in an IT-service "center" at a school which has two large sections, haven't used any service website or program. I did research on the website on school, and our teacher told us to use it. I started to really like it, and I showed it to my collegues, and here we are.
Recommendations to others considering the product:
FreshService provides you with a trial for a month to test it out for yourself, wether or not you think it's good. Personally it's great and I've gotten good service.
Streamlined IT processes
What do you like best about the product?
The UI is fantastic and helps create a simple flow through all the ITIL components. The process from incident to change to release to clear and simple to follow for all departments. With the amount of additional features such as Project Management, Assets, Contract Management, this makes FreshService a brilliant 'one-stop' solution.
What do you dislike about the product?
The projects module is at an early stage but new features like Gantt charts and reports have been confirmed to be in the works on the user forums.
It is not possible to remove some default fields in the incident requests.
It is not possible to remove some default fields in the incident requests.
What problems is the product solving and how is that benefiting you?
The main benefit to FreshService is it provides a central location for all ITIL processes. This saves a lot of time jumping between different systems and teams to track all changes/incidents and on-going work. The inbuilt change and task calendar also mitigates the need to manually update all other technicians on planned work to assets and shows workloads.
A Solid Help Desk Solution for a Modern IT World
What do you like best about the product?
The interface is very user-friendly and it is usually very easy to find what we are looking for. They also offer a full API which we have been able to utilize to make custom ticket submitting apps and other custom interactions. The majority of support cases that I have opened with them have been responded to very quickly and often resolved the same day. Another item which I have been happy with is the automation. The ability to categorize and assign tickets without every having to touch them because of set rules has been a major time-saver.
What do you dislike about the product?
They are extremely slow to adapt and make changes based on the customer community. I have seen many topic in their suggestion box go ignored for a very long time, and these are often features that are found on their competitors and that the community feels is something of a given in what should be included in a help desk software suite.
What problems is the product solving and how is that benefiting you?
We were using a very antiquated BMC Track-it! which had some nice features of it's own, but was a stone-age desktop application that was seldom updated and poorly organized. The old system often resulted in forgotten tickets, bad categorization, and inconsistent responses. With Freshservice we have been able to provide a much higher level of customer satisfaction and uniformity in our responses. The automation has allowed us to streamline many of our processes which has allowed us to focus on other areas in our organization.
Recommendations to others considering the product:
I do believe that this product is worth the money. The price is right and the features that matter are all there. It is my impression that Freshservice will continue to advance in the right direction and further improve their product down the road.
Great help desk tool all around
What do you like best about the product?
Customized workflows, great asset inventory tracking, 3rd party app integration, associating bugs ("called "problems" in FS) with incidents, tickets, and code changes, the android app is awesome
What do you dislike about the product?
Project management module could be more robust (no reporting available), It would be great if we could create more time tracking reports and add an hourly rate for invoicing.
Time estimates for changes, tasks, projects without having to enter start and end times for everything would be great.
IT would be great if we could enter planned dates without having to enter times for all items
Time estimates for changes, tasks, projects without having to enter start and end times for everything would be great.
IT would be great if we could enter planned dates without having to enter times for all items
What problems is the product solving and how is that benefiting you?
We are tracking our time better. Better management of workload
Easy to use, easy to customize and overall great product
What do you like best about the product?
Gamification is best as it creates a healthy, competitive environment for our engineers
What do you dislike about the product?
After using the product for more than a year now, I have no complaints whatsoever.
What problems is the product solving and how is that benefiting you?
Simple yet very structured change requests. Great asset management module which makes linking of assets to incidents quick and painless. Very easy to use and not over complicated like most ITIL services.
Recommendations to others considering the product:
Start using the asset management as soon as possible, it makes tracking asset history a breeze and helps free up your team for actual incidents
Migration to FreshService
What do you like best about the product?
Working with tickets is straightforward and acting upon a specific incident can be dealt with from one screen. Customized agent views to see just the tickets I want to.
What do you dislike about the product?
Lots of complexity mean a lot of choices in configuring the service, so it was a bit overwhelming at first. This turned out to be a good thing in the end - lot's of choices. Clicking "View More" within a ticket to view all the text of the submission. Wish there was a one button click to view as a customer when in admin view, and vice versa.
What problems is the product solving and how is that benefiting you?
Incident tickets, service catalog and knowledge base. Incident tickets are handled efficiently. Service catalog is organized and let's staff choose the things they need from IT easily and quickly.
Recommendations to others considering the product:
Take enough time to really dive into product and see f it's right for your needs.
Awesome tool that is still constantly growing and improving.
What do you like best about the product?
Functions are quick and robust with lots of room to customize to meet our specific needs especially in relation to our HelpDesk processes.
What do you dislike about the product?
Project Management Module is a little lackluster making it hard to associate Project task with tickets. (Would be helpful based on our current processes)
What problems is the product solving and how is that benefiting you?
Improving our helpdesk management and execution.
Recommendations to others considering the product:
Structured and simple to use tool to help with implementation of ITSM framework.
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