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A fairly new user's experience so far
What do you like best about the product?
The mobile app is convenient, especially now that support helped me figure out how to use custom views to see just the tickets with a certain tag. It is easy to set up views on the web, and I like keeping a browser window open on half of my secondary display.
What do you dislike about the product?
Some features are not intuitive, like how replying via email to tickets works. I did some testing regarding this, and it turns out different affects are applied to the ticket (e.g. adding a private note, posting as a reply, etc.) depending on who is replying via email. I suppose it would make more sense if I read the documentation, but I love services that are easy enough to use that it's usually unnecessary.
What problems is the product solving and how is that benefiting you?
We're tracking coworkers' tech issues, keeping records on our asset inventory, and building a knowledge base of articles for our organization. The feature set supports these needs rather well.
Recommendations to others considering the product:
It meets my overall expectations of what a service desk platform ought to be. It provides the necessary tools for us in IT to be effective and efficient at what we do. If you want to see tickets with a specific tag on the app, be sure to set up a custom view in the web version, save it, and then you should be able to select it in the app. It took me contacting support to learn that, but I was happy once I tried it and found it works great.
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IT Manager
What do you like best about the product?
The interface is easy to navigate and fairly well laid out.
What do you dislike about the product?
The $0.02 per month charge for devices using their discovery tool. I can see paying a one time fee per device, but to have to play recurring costs on devices seems cost prohibitive. We chose to manually create our Assets. The fact there are so many "standard" or "base" assets pre-configured that can not be deleted is a bit cumbersome.
What problems is the product solving and how is that benefiting you?
We had no help desk in place at all. To implement a ITIL compliant solution with a CMDB significantly reduces the time we spend looking for information about users and assets on every call.
Great Service/UI
What do you like best about the product?
I was able to get quick service and got all of my questions answered. We use Freshservice as well and haven't had any problems. The Service catalog is a nice add-on feature
What do you dislike about the product?
I can't really say I dislike anything about freshservice at the moment. Can possibly improve on search for old tickets. Seems like if I were to search for iPhone X requests, it doesn't really show relevant tickets.
What problems is the product solving and how is that benefiting you?
Easy way to answer and manage employee requests.
Good app that helps our efficiency
What do you like best about the product?
Communication with users is great. The interface is easy to use for both technicians and requesters. This program increases our efficiency and our users are very happy with the increased functionality.
What do you dislike about the product?
Asset management is confusing. Admin settings don't do what you'd think or are in a different place than you'd expect, sometimes. Customization is easy, but undo-ing changes without reverting to the default is not supported-- Make a backup!
What problems is the product solving and how is that benefiting you?
Modern ticketing system that allows us to better communicate with our constituents. We have seen happier customers, increased efficiency, and a much better platform for incident tracking.
Easy ITIL compliant helpdesk system
What do you like best about the product?
FreshService offers a very simple to use, but powerful helpdesk system with an integrated CMDB.
What do you dislike about the product?
The relationships allowed in the CMDB are not as flexible as I would like, but they are functional. The system probe / agent is not as configurable or as intelligence as I would like. The CMDB could also use a the ability to add generic 'notes' onto assets.
What problems is the product solving and how is that benefiting you?
Centralized helpdesk with related CMDB.
Quality software and service
What do you like best about the product?
The customization's are easy to figure out on any technical level and work seamlessly. Being able to copy and past images into comments and replies is something that we found other services were missing. With FreshService, this is quick and easy and helps us explain solutions to our internal users.
The customer service has also been quick, accurate and friendly every time I have used it.
The customer service has also been quick, accurate and friendly every time I have used it.
What do you dislike about the product?
The naming convention on the "Global Support Email" gave us some trouble in the beginning and we had to customize that process to fit our needs.
What problems is the product solving and how is that benefiting you?
We use it as a ticketing system for our internal users and keep those tickets as a knowledge base for future similar issues. We have two accounts within one subscription and have been able to easily keep them apart within our service. Customizing rules, groups and roles is extremely easy and create a very high functioning environment for both teams.
Recommendations to others considering the product:
Entering a ticket should be quick, easy and searchable; with FreshService, all of these are possible and easily attainable goals. Copying and pasting images directly into the comment feed should be something that is common among similar knowledge-based systems, but it is not and can be quite a hassle saving and uploading every image.
FreshService SMB's IT dept's best friend
What do you like best about the product?
I love the simplicity of the interface but with all the functionality I need to run my small business (100+- employees) IT department.
What do you dislike about the product?
Simpler SSO SAML integration with G Suite
What problems is the product solving and how is that benefiting you?
Keeping track of all our tickets and keeping employees informed of their tickets
Recommendations to others considering the product:
Best quality for price better than toher software that costs $$$
Great customer service
What do you like best about the product?
Although FS is completely different from our previous ticketing system and sometimes lacking needed features, the customer service team are great at doing their best to find workarounds - including custom coding to implement the things we need
What do you dislike about the product?
Nope, nothing I can think of that I dislike
What problems is the product solving and how is that benefiting you?
Has allowed us to save money whilst servicing more customers
I find freshservice a good tool for IT support
What do you like best about the product?
it is easy to use this product and like this product to be fullfilling that.
What do you dislike about the product?
need more user friendly reports, sometime I feel its missing good reporting
What problems is the product solving and how is that benefiting you?
Incident management, good tool to work as an IT support
Quick and easy
What do you like best about the product?
Responses from the support team are quick to my multiple questions with prompt answers and resolutions being provided. Freshservice itself is easy to use from both the app and within a web browser. There are a number of admin features which I have utilised which ensures our users have a better user experience. The ability to link with Google is a very useful feature for us.
What do you dislike about the product?
Nothing, at this moment in time I have no complaints. I would like to see additional functionality such as the ability to automate an option within a drop down on the form fields. We are planning on adding a new drop down on the form field just for agents however, this field will be mandatory only for the IT department. At the moment I'm trying to automate this so for the departments who will not use this drop down will automatically be selected as no.
What problems is the product solving and how is that benefiting you?
We use Freshservice for multiple departments such as IT, Payroll and HR. We can communicate quickly with our users. This gives us the ability for multiple agents to view tickets across departments when required. Due to how robust the software is we are planning on adding additional departments.
Recommendations to others considering the product:
I would recommend that others utilise the admin features to reduce the administration time where possible. Things such as the dispatch'r should be used wherever possible as this automation allows me, who manages to tickets to focus on resolving tickets which allows the business to operate.
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