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Cool way to keep your support under control
What do you like best about the product?
Simple to use, great features to keep tracking of a support ticket.
What do you dislike about the product?
Plans are a little bit odd, also I would prefer a simpler interface, and fewer options when capturing a ticket (sometimes just adding a note is enough)
What problems is the product solving and how is that benefiting you?
We had lost track of customer support requests for our Saas, now we can keep everything well documented and we can give a better, faster solution to those requests.
Recommendations to others considering the product:
First, decide if you are going to use it for external customers or internal users. It's a world of difference in terms of configuration.
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Quick and speedy assistance!
What do you like best about the product?
The time it took for someone to receive my request and respond was great, and even though there was correspondence back and forth my ticket was resolved in a few hours
What do you dislike about the product?
I can't say that there is anything that in dislike about the assistance I received
What problems is the product solving and how is that benefiting you?
This is the ticketing system that we use for internal and external users to submit tickets and service requests.
The best helpdesk software online!
What do you like best about the product?
It's easy to administrate and setup, flexible, robust, with a lot of benefits to offer a good helpdesk service.
What do you dislike about the product?
I have been found an improvement in the service. I was working on the knowledge base and I wanted to upload a file, but I have a limit for attachments of 15 mb, it would be great if this limit could be more higher.
What problems is the product solving and how is that benefiting you?
I have been able to offer a helpdesk service to customers in other countries. And I have been able to work on a much control service because I can have control of the agents and of the service that the provide to our customers.
Good for small teams.
What do you like best about the product?
Relatively easy after some review. The signup takes some time but I use it every day to create tickets for my colleagues to work on as well.
What do you dislike about the product?
Mention that the trial keeps users at Sprout level. I was under the impression that my use would terminate if I did not choose a package. Sprout works great for us though.
What problems is the product solving and how is that benefiting you?
We use freshservice for logging tasks, and small projects. As I work on a different shifts it's a fairly easy way for my Team LEader to communicate tasks to me.
One 360-degree ITSM solution with great support
What do you like best about the product?
We use Freshservice since 2015 as our internal ITSM solution for IT support, services-catalog, asset management, contract management, self service portal and reporting. Everything is combined in one unified solution. Freshservice is providing outstanding and very customer focused support. Freshservice is very flexible. There was nothing we couldn´t do with scripts and extenstions to fit our needs and to customize the product. The overall stability is very good, we had no! technical issue since 2015. Also one major requirement was to get a fully compliant cloud solution.
What do you dislike about the product?
To increase our internal end user happiness a professional translation of the product is very important. Freshservice is working on that now very focused.
What problems is the product solving and how is that benefiting you?
Creating an internal service catalog and using digital workflows and approval processes to deliver those services are a hughe improvement for agents and internal users. It helped alot to reduce the time solving problems and delivering IT services on both sides. It also changed the view on our internal IT department in a very professional way.
Recommendations to others considering the product:
Do a pilot. Im pretty sure you will be convinced from the overall product and support quality. From the very beginning the company is interested that your pilot will be successfull for you and they will help you to achieve that.
Been a user of FreshDesk and now FreshService at two jobs, very happy with the solution
What do you like best about the product?
FreshWorks offers a refreshing ticket/support experience by engaging directly with the requester. Sign in with Google is great for schools using Google Apps for Edu.
What do you dislike about the product?
Only complaint is that we need to upgrade to the mid-tier pricing for scheduled reports. The other features available at that price level are not beneficial to us but scheduled reports would be nice to have at Blossom.
What problems is the product solving and how is that benefiting you?
Replaced our legacy support system in a matter of days with FreshService.
Recommendations to others considering the product:
Make use of their free import service for legacy tickets. It can be scheduled over a weekend to give you a fast and efficient roll-out.
Quick support service response
What do you like best about the product?
Very quick support responses to tickets and
What do you dislike about the product?
nothing to dislike, everything about the service is great
What problems is the product solving and how is that benefiting you?
Ease of managing and tracking tickets
Great Job Shyam!
What do you like best about the product?
How informative and quick the responses were from Shyam! I love the fact of the chat! The Chat feature on the site is extremely helpful and makes things a lot easier to get resolved.
What do you dislike about the product?
Nothing as of now! We have no complaints. We seem to have everything we need as of now. We are excited to see the new features as the tool set grows.
What problems is the product solving and how is that benefiting you?
It is helping us be more organized. Excited to see the future of FreshService and how much it is going to grow!
Recommendations to others considering the product:
I would do it! Take the risk! You can customize the software to what your team needs and organize your environment!
Freshservice
What do you like best about the product?
Very fresh platform with frequent updates. The responsiveness of their service/support team is impressive. As with any platform, there are areas we would like to see improvements and change, but overall it is a complete system that is meeting our needs.
What do you dislike about the product?
No real dislikes. I would like to see more focus on reporting and notifications. There are many features available in their sister product, Freshdesk, that would be greatly appreciated as part of Freshservice.
What problems is the product solving and how is that benefiting you?
Improving Service Levels is the biggest advantage FS brings to our team and company. We hope to use the product more fully in the future to further improve our customer experience.
Think Customer is the motto
What do you like best about the product?
ITIL framework standard being followed
very easy to administer and set up
very easy to administer and set up
What do you dislike about the product?
There is nothing to dislike about this product.I have used Service now in my previous organization and fresh service is a much simpler version catering to same needs.
What problems is the product solving and how is that benefiting you?
tracking and catering to large number of users on technical support.Its very efficient and easy tracking.Also,we are using change management to record changes in IT environment.
Recommendations to others considering the product:
Yes I have informed to other consumers
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