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FreshService Review
What do you like best about the product?
The Support Service is excelent, we have a lot of hours of diference and the support is very nice. The agents of FreshService always have a nice answer to our requisitions.
What do you dislike about the product?
FreshService does not have a BPM System, At this moment, we really need BPM system and if FreshService had BPM System It would be a dream.
What problems is the product solving and how is that benefiting you?
The follow up for all the requisitions inside INCAE, we have all the services of each department inside INCAE in our helpDesk. We solve a lot of problems with our Service Catalog
Recommendations to others considering the product:
Read about the structure and vision of FreshService, is very important to work in the same direction.
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Simple to use ITIL cloud-based incident and change management system
What do you like best about the product?
Simple to use, no need to install software onsite, knowledge-base for user and agents is well implemented, allowing users to see solutions as they raise an incident. Constantly updated to add new useful features.
Active Directory integrated for user accounts
Active Directory integrated for user accounts
What do you dislike about the product?
Asset management doesn't currently tie into our existing software deployment/inventory systems - Jamf Pro and ManageEngine Desktop Central.
Removing requesters needs some improvement - uploads well from Active Directory but down't manage leavers
Removing requesters needs some improvement - uploads well from Active Directory but down't manage leavers
What problems is the product solving and how is that benefiting you?
Change management - has moved us away from using spreadsheets to manage change and the ability to link a change to an incident is great
Incident management - handling of incoming incidents and customer communications
Incident management - handling of incoming incidents and customer communications
Recommendations to others considering the product:
The pricing plan makes it easy to start using features at a reasonable cost and you only need to upgrade if you need additional services or functions. We're currently using the Blossom package which works well for a base of around 300 users.
A Solid Service Desk Tool
What do you like best about the product?
Freshservice provides some of the best features for my managed services business. It allows me to integrate my tools, provides API Access so I can interact automatically with the product, and provides a central location for all interactions with my customer(s).
It allows integration with my Office 365 Subscription and Azure Active Directory so my service agents no longer have to remember multiple user ID's and Passwords. The ability to customize multiple portals has been really beneficial with my customers as well.
Finally, the service representatives have been *really* helpful when I encounter something that I need help with. I've really customized my environment and they have been able to work through some issues and put me on the path to utilizing the environment significantly.
It allows integration with my Office 365 Subscription and Azure Active Directory so my service agents no longer have to remember multiple user ID's and Passwords. The ability to customize multiple portals has been really beneficial with my customers as well.
Finally, the service representatives have been *really* helpful when I encounter something that I need help with. I've really customized my environment and they have been able to work through some issues and put me on the path to utilizing the environment significantly.
What do you dislike about the product?
The reporting capabilities are the one area where Freshservice could stand to improve. I've taken to exporting the summary data out every 15 minutes using the API so I can provide realtime trending and alerting based upon some common capacity management algorithms for my staff. Microsoft's Power BI is (effectively) free, and I've been waiting almost 2 years for integration; instead I'm exporting that data to an SQL file and then correlating that with trends over a 30d, 90d, and 180d projection window.
Again, the support team is completely forthcoming regarding this capability and regularly talk with me about how/why my team would use Power BI.
Again, the support team is completely forthcoming regarding this capability and regularly talk with me about how/why my team would use Power BI.
What problems is the product solving and how is that benefiting you?
The Business problems are numerous as a Managed Services Provider. By implementing their solution for my team, I've been able to leverage cloud-based resources instead of building that environment in-house. Beyond that, I've been able to consolidate all operational customer interaction into a single, predictable experience that my customers appreciate. When coupled with the native integration with my tools, the customer experience is one factor that has helped us achieve 300% year-over-year growth.
Great Helpdesk Software
What do you like best about the product?
Very easy to setup and administer.
Attentive and helpful support.
Clean interface and easy to navigate.
Attentive and helpful support.
Clean interface and easy to navigate.
What do you dislike about the product?
More options to customize. Some fields are locked down. Also, would like more customization options for the portal without having to know HTML.
What problems is the product solving and how is that benefiting you?
Organizing and tracking helpdesk requests. Our previous process was to just email the IT team. That resulted in a mess and things got lost. Now, we're much more organized and the end user has a better experience.
Great platform for any size IT department
What do you like best about the product?
Ease of implementation. Ease of use. Users adopt it very quickly and appreciate being kept in the loop of where their issue stands. Makes the management of fleet devices as simple as it could be, the ability to easily create custom reports to find the information you are needing is very useful and easy.
What do you dislike about the product?
Lack of clarity on HIPAA compliance, the company actively markets to healthcare companies yet doesn't comply is current HIPAA regulations creating a burden on clients who need to adhere to these standards. Customers who need to maintain total HIPAA compliance will need additional in house policy and procedure to prevent entry of PHI into the system by end users. Currently, we have a filter mailbox setup so tickets need to be manually reviewed before being pushed into Freshservice. The company has provided no timeline that I am aware of at the time of this review for when they intend, if ever, to become fully 100% HIPAA compliant and be will to enter into a HIPAA BAA. This is my only complaint about this product, however it's a pretty big one.
What problems is the product solving and how is that benefiting you?
Tracking and trending of company IT-related incidents and service requests. Management and real-time tracking/reporting of company technology assets.
Recommendations to others considering the product:
If HIPAA compliance is a concern please note Freshservice will not sign a BAA so you will need to implement policy and procedure to de-identify information prior to entry into the system. In my experience, they have been unwilling to supply a timeline for when they will become fully compliant. Because of this, we have had to implement additional steps to prevent PHI entry into Freshservice. If we didn't have to do this extra bit of work, the product would be phenomenal.
Great Product and Customer Service
What do you like best about the product?
Functionality and Customization to tie all features into an easy to use interface. Automation where I can have many tasks and processes automatically assigned to the correct users. I can also implement more departments issues and tasks into one system and assign agents to specific roles.
What do you dislike about the product?
I would like more integration with custom fields from service requests with dispatcher.
What problems is the product solving and how is that benefiting you?
Asset tracking and Ticket work flow. We are saving time with having many of our work flow tasks automatically assigned and directed to the correct departments/people.
Recommendations to others considering the product:
Making sure to understand all functionality and features before integrating to get the most out of the product. Setting up as much automation as possible.
Cloudbase ITSM
What do you like best about the product?
Easy to use itsm system with all prepared on first Log-on.
What do you dislike about the product?
there are some minor Bugs based on Browser compatibility.
What problems is the product solving and how is that benefiting you?
We could easily start with a itsm suite including Service requests which can trigger other cloud services (e.g. with webhooks)
Easy to implement ITSM
What do you like best about the product?
No nonsense approach with all the required features at the right price. Implementation does not take too long. Incident Management is simple to understand. Knowledge base can be customised. Mobile app is handy when on the move. Uploading photos of a troublesome device can be done through the mobile app.
What do you dislike about the product?
Some features still require some ironing out. Most features work just fine though.
What problems is the product solving and how is that benefiting you?
Self-service adoption is something that our business found tough to implement. Freshservice improved adoption rates close to 80%. Knowledge base articles can be created from the incidents resolved. SLA customisation helps in different teams to adapt to various use cases. Reporting is powerful enough to gauge performance of the IT team.
Recommendations to others considering the product:
Make complete use of the trial period. Support is great and the demo guys are helpful. This will help you to understand what features suit your company. You can then choose the right plan based on the requirement. Try out the customisation of the self-service portal and the knowledge base to suit your branding guidelines. This will ensure consistency across your website. Also, checkout the marketplace for some useful app integrations. We got support to help us out with a few integrations that we were not able to do on our own. Also, the support section is fairly straightforward to help the IT team understand most features. The mobile app for agents lets them to scan assets and barcodes so that solves a lot of time.
Always prompt, follows up to a positive conclusion of issues
What do you like best about the product?
I like that with Fresh Service Team no issue / Problem is stupid. One gets sorted out completely and if a solution is not available at that time one is explained to. The Application has generally enable my team keep tabs with their activities. It has generally improved our service operations in the department
What do you dislike about the product?
I only had one experience that i did not like. I had explained my problem to an agent and what i had done to sort it out, then the agent suggested that i try the same thing that i pointed out that it had not worked. Also solutions to some issues ( for example creating separate SLA for Projects ) are not available until a certain number of similar requests are received by Fresh Service
What problems is the product solving and how is that benefiting you?
We are managing our vast assets with the App, It is also our primary help Desk App. It has helped a great deal in managing my agents and getting them to offer prompt support system to our technology users. None of them wants to violate their SLA so it has directly impoved their performance and the users are consequently happy.
Helpdesk
What do you like best about the product?
Azure AD integration....................
What do you dislike about the product?
Translations to Portuguese is not 100%..
What problems is the product solving and how is that benefiting you?
We needed a tool to get and address our clients issues, Freshservice is doing the job.
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