External reviews
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Really good ITSM tool to get started fairly quickly
What do you like best about the product?
The features that it provides hits most of the check marks that I have. Real east setup to grt started. Within a year I have added 10 customers to it.
I expect to add customers in next 6 months at a much faster pace.
Recently wrapped up a requirement audit for a major Public Cloud and this tool just amazed even the auditors that it could do so much at such a low cost.
The kind of automation in terms of categorisation and scheduling of tasks is awesome. There could be some improvements too which will really put it in competition with Big leagues, having said that, With the ability to manage the entire operations life cycle is exceptional. Couldn’t have expected more.
I expect to add customers in next 6 months at a much faster pace.
Recently wrapped up a requirement audit for a major Public Cloud and this tool just amazed even the auditors that it could do so much at such a low cost.
The kind of automation in terms of categorisation and scheduling of tasks is awesome. There could be some improvements too which will really put it in competition with Big leagues, having said that, With the ability to manage the entire operations life cycle is exceptional. Couldn’t have expected more.
What do you dislike about the product?
SLA customisation in terms of minimum response time can definitely help a lot. It really doesnt make sense to not allow the customers to set a response time less then 15 minutes. This should be customer driven and not product driven.
Phone channel integration of Freshdesk can definitely be added here too.
Should have better integration with other ticketing tools. Right now it’s complicated as well as doesn’t actually add any value. Look at it like this: If you have to make updates in two ticketing system manually even after creating integration then it means it us really of no use.
Phone channel integration of Freshdesk can definitely be added here too.
Should have better integration with other ticketing tools. Right now it’s complicated as well as doesn’t actually add any value. Look at it like this: If you have to make updates in two ticketing system manually even after creating integration then it means it us really of no use.
What problems is the product solving and how is that benefiting you?
Managing multiple customers with different SLA’s
Recommendations to others considering the product:
Low cost
Easy to setup
Nice workflow automation features
Easy to setup
Nice workflow automation features
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Still Evolving
What do you like best about the product?
The product is still evolving, improving whilst always listening to their customers. We really enjoy seeing new features rather new gimmicks.
What do you dislike about the product?
As a service, I cannot complain but in terms of daily usage, we do find the text editor to be lacking. In my opinion, it needs an overhaul allowing for easier, modern editing.
What problems is the product solving and how is that benefiting you?
We are solving more that IT business problems, we have rolled the product out to our HR, Facilities and Financial departments, each having their own instance and end-user portal. The benifits we realised the product offered were more than an *IT*sm tool.
Intuitive and user friendly
What do you like best about the product?
I've been exposed to many ITSM toolsets in the past and, for my current team's needs, Freshservice is excellent. It's simple and elegant.
What do you dislike about the product?
The customer satisfaction functionality is a little limited but would probably meet most organisation's needs. It could be improved by allowing surveys to be sent based on more granular parameters. For example, every tenth ticket resolved the team or by each agent.
What problems is the product solving and how is that benefiting you?
At the moment, we're looking at the customer satisfaction survey functionality to begin measuring our customer's satisfaction
Great ticketing system tool!
What do you like best about the product?
Easy navigation
Simplistic way to setup automated tasks
Organizes desired content accordingly
Simplistic way to setup automated tasks
Organizes desired content accordingly
What do you dislike about the product?
Does not have many customizeable features for specific cosmetic, reporting, or general use.
Does not have VIP designations to be able to distinguish high priority tickets from VIP's in general ticket view.
Does not show technicians that are online unless upgraded to Estate Plan (which isn't a major dislike)
Does not have a global announcement ability for critical company wide outages.
Does not have VIP designations to be able to distinguish high priority tickets from VIP's in general ticket view.
Does not show technicians that are online unless upgraded to Estate Plan (which isn't a major dislike)
Does not have a global announcement ability for critical company wide outages.
What problems is the product solving and how is that benefiting you?
Corporate Service Desk/Desktop Support/NOC.
Recommendations to others considering the product:
Try Fresh Service out for yourself.
Test Period Questions To FreshService
What do you like best about the product?
In our company we are started to create a Service Desk. But whats is the most important thing in the servicedesk... The Tooling!! After some research and googleing... We found Fresh Service. Inside our departmet we spoke about the search results and Fresh Service Became project. During the test period we had some quistions about the functinality and customalisation. We send an e-mail to the account manager, within a day we received an answer from the account manager and 1 hour later a specialist with extra information. We answered the quistions from them and they to us. All this mail communication was within 2 hours. GREAT RESPONSE TIME!!!
What do you dislike about the product?
What do I dislike? I have to fill this in but i don't have it at this moment.
What problems is the product solving and how is that benefiting you?
FreshService is runing as the main Service Desk application.
During the next couple of weeks we are planning to migrate the test FreshService the production.
During the next couple of weeks we are planning to migrate the test FreshService the production.
User friendly access on ticket and change request
What do you like best about the product?
One of the best thing I like is change control request.
What do you dislike about the product?
Not one of the worse thing but notification control is one of dislike part.
What problems is the product solving and how is that benefiting you?
Helping customer with better ticketing status
Excellent service and user experience
What do you like best about the product?
Navigating around and finding things is pretty straightforward. Their support team is always very responsive and helpful.
What do you dislike about the product?
I wish the assets type list could be expanded by default.
What problems is the product solving and how is that benefiting you?
Asset management is easy now.
Evaluation
What do you like best about the product?
Practical, easy to manage, dynamic reports according to the reality of the business, easy to customize
What do you dislike about the product?
does not have any negative questions for evaluation so far, I believe that the tool sets out to do what is presented.
What problems is the product solving and how is that benefiting you?
gerenciamos todos os chamados da empresa a nivel de TI, demandas de infraestrura, microinformatica, e cad 3d.
Recommendations to others considering the product:
You can trust.
Easy and with the Best User Experience
What do you like best about the product?
The FreshService UI is clean and intuitive.
What do you dislike about the product?
Some of the automation workflows can be a little clunky. Very powerful, but you can’t do everything with it.
What problems is the product solving and how is that benefiting you?
We moved from a clunky and unintuitive system. Our users love the ease of FreshService, dramatically lowering walk ups and increasing actual ticket counts.
Great Customer service and responsive!
What do you like best about the product?
how I am able to quickly access help with chat functions
What do you dislike about the product?
nothing the prodcut does exactly what I need
What problems is the product solving and how is that benefiting you?
we are able to leverage the product for not only IT but Facilities support
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