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very satisfied
What do you like best about the product?
I am a user since June 29, 2017, a few days ago I made some mistakes, I thought about contacting support and I said who knows when they answered me. I chose to contact them and in a matter of minutes they helped me resolve my issue. simply wonderful.
What do you dislike about the product?
Excellent service.
I am a user since June 29, 2017, a few days ago I made some mistakes, I thought about contacting support and I said who knows when they answered me. I chose to contact them and in a matter of minutes they helped me resolve my issue. simply wonderful.
None, I would only recommend a video of the track time.
I am a user since June 29, 2017, a few days ago I made some mistakes, I thought about contacting support and I said who knows when they answered me. I chose to contact them and in a matter of minutes they helped me resolve my issue. simply wonderful.
None, I would only recommend a video of the track time.
What problems is the product solving and how is that benefiting you?
We serve clients from different areas, basically computer support problems.
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Fast response support
What do you like best about the product?
Quality and fast response to all of the requests We have made so far. I would definitely recommend it.
What do you dislike about the product?
So far I haven’t had any issues with the service.
What problems is the product solving and how is that benefiting you?
Secure password security For helpdesk members
Customization and Adaptability
What do you like best about the product?
I like how easy it was to set up the Service Catalog as an HR system.
What do you dislike about the product?
Some bugs happen, but support is quick to help me out.
What problems is the product solving and how is that benefiting you?
HR and IT requests. Its a strong centralized support platform with many uses.
Recommendations to others considering the product:
Work with a support person to fully utilize the FS platform.
Best Value
What do you like best about the product?
It has the most intuitive interface and robust feature set we've seen. Anyone can pick it up and start using it in a matter of minutes. It does everything we need and then some. It provides exactly the tracking we need to be able to stay on top of our tickets and assets.
What do you dislike about the product?
I wouldn't mind seeing more control over reporting - currently I have to download the ticket data into Excel to run some of the reports I'd like to see.
What problems is the product solving and how is that benefiting you?
Effective tracking of assets and visibility into our Help Desk activities.
Freshservice - Full Featured, Easy To Implement & Use
What do you like best about the product?
ITIL/ITSM based and rapid implementation are the key features that we like. The user interface is well organized around ITIL methodologies. The ITIL flow of Incidents to Problems to Changes is very useful.
What do you dislike about the product?
There really isn't anything to dislike. The Project Management module links to Incidents, Problems and Changes as needed, however there is no ability to import work breakdown structure (WBS) into a project. WBS import would be helpful for projects that are drafted in Excel.
What problems is the product solving and how is that benefiting you?
We are deploying Freshservice for 520 users at 6 locations in the U.S. and it will be used as the primary IT service desk tool.
Some ITIL/ITSM products require consultants and over US$ 100,000 in implementation fees. One of the main benefits of Freshservice is that it can be implemented for Incident, Problem and Change Management without expensive consultants.
Some ITIL/ITSM products require consultants and over US$ 100,000 in implementation fees. One of the main benefits of Freshservice is that it can be implemented for Incident, Problem and Change Management without expensive consultants.
Recommendations to others considering the product:
Develop the desired IT service support workflow and requirements before selecting a help/service desk product. Then select Freshservice, conduct a 30-60 day trial pilot and when finalizing the decision, negotiate pricing terms.
Excellent experience transitioning from a competing product
What do you like best about the product?
Customer support has been with us every step of the way.
What do you dislike about the product?
Not 100% of data transferred over, but it is a reality when transitioning from one system to another.
What problems is the product solving and how is that benefiting you?
We have been able to unify our asset inventory and ticketing system into one tool.
Recommendations to others considering the product:
Contact your sales rep regarding custom plans.
Great intuitive tool - perfect for fast-moving teams
What do you like best about the product?
Very easy to setup and get branded and customised to your needs.
Intuitive user interface - simple for staff to log tickets, feedback surveys built-in help track customer satisfaction.
A really simple admin interface means its simple for key stakeholders to make adjustments to workflows, ticket routing and assignments on the fly without days/weeks of training... we now track all of our regularly occuring scheduled tasks via the tool
Intuitive user interface - simple for staff to log tickets, feedback surveys built-in help track customer satisfaction.
A really simple admin interface means its simple for key stakeholders to make adjustments to workflows, ticket routing and assignments on the fly without days/weeks of training... we now track all of our regularly occuring scheduled tasks via the tool
What do you dislike about the product?
No real-time reporting means regular exports of tickets/problems/changes into Excel are required
API has maximum number of returns - can't return everything in a query to then use in dashboards/real-time views
API has maximum number of returns - can't return everything in a query to then use in dashboards/real-time views
What problems is the product solving and how is that benefiting you?
Very quick to setup, greater user engagement with IT service desk, wider take-up from a wider IT teams in IT service management processes.
Ability to quickly escalate and verify SLAs.
Ability to quickly escalate and verify SLAs.
Recommendations to others considering the product:
Setup a trial - its extremely quick to do so, and test out the admin features and rules; very intuitive and extremely simple to get what you need done quickly.
Efficient response indeed
What do you like best about the product?
After I raised the ticket, the response came in like within 5min, it's really quick considering part of my job is doing helpdesk support.
What do you dislike about the product?
The explanation of my question is not that kind of convincing, but I can get the idea though.
What problems is the product solving and how is that benefiting you?
Freshservice provides a great helpdesk platform for my company.
The new UI is outstanding
What do you like best about the product?
As a consultant, it's my job to find the best solutions for our customers. One of the best options out there for ITSM implementation is Freshservice. The simplicity is one of a kind. The platform is very user-friendly and intuitive, that means easy to setup and manage it. Complied by ITIL standards, Freshservice provides problem, release, change, incident, project management and beyond. I like the new UI, it's very refreshing compares to the old one.
What do you dislike about the product?
It should have compatibility and native integration with SAP tools. Also, the inventory management should indicate in/out assets.for the different facilities. Other than that, it seems fair to say that this solution is one of the best.
What problems is the product solving and how is that benefiting you?
Freshservice even though is a an ITSM solution, it can work as a help desk platform providing support for multiple clients and inner users within the organization.
Recommendations to others considering the product:
It's an aggressive competitor within the ITSM platforms in our current market. Highly recommended.
A well-rounded service with a lot of options
What do you like best about the product?
I can customize the portal to be exactly what I need.
What do you dislike about the product?
There are so many customization options that it can be intimidating to get started.
What problems is the product solving and how is that benefiting you?
It allows us to better track incidents on our network and with our users before they become larger problems. We are able to look at trends and focus our attention where it is needed most.
Recommendations to others considering the product:
Give the demo a try and really take time to dig into it. There are a lot of features and it takes time to understand how they can work together.
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