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What do you like best about the product?
The Agents are very helpful and they explain everything in simple English.
What do you dislike about the product?
FS is easy to use, therefore, I have nothing bad to say. The UI is very simple to use which means you can easily work through FS without any help.
What problems is the product solving and how is that benefiting you?
We deal with a system called PMS and all our users creates tickets using FS. FS makes it easier for us to manage and deal with the ticket in a timely manner.
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Great product and service.
What do you like best about the product?
Fast support and customization. The integration of a Solutions sections ticket automation allow our team to provide faster service and staff are also able to troubleshoot minor issues on their own.
What do you dislike about the product?
Couple of features can't be customized that are hard coded into the environment. These are minor but some features we would have like to alter can't.
What problems is the product solving and how is that benefiting you?
By having our IT tickets, solution articles, change management and asset tracking consolidated into a single environment, our team is able to provide better and faster service to our staff.
Recommendations to others considering the product:
Definately a product worth considering.
Good overall product
What do you like best about the product?
I like the fact that the Knowledge Base(KB) is easy to setup and use. It has helped our staff find answers to issues that have already been solved. This saves time for the support staff. You can also use the KB for support staff and have the KB article hidden from the general staff. This is a great feature. I also like the assignment of tickets to a group, so when a ticket is created it emails the people listed in that group.
What do you dislike about the product?
I really don't like that the program does not delete requesters but puts them in a blocked/spam folder. If I wanted to do that I could do it in my email. We should be able to delete users and or the email accounts tied to the requester. I don't like the asset tracking part of the program. It is very cumbersome and not very user-friendly. I had to put in a help ticket to Freshservice to fix a requester problem.
What problems is the product solving and how is that benefiting you?
We have been able to get a well working Knowledge Base in place to help with Support. We are able to use Freshservice tickets to track where we need to train other staff members. We can use the reports to show one of our vendors where we are having the most issues with their product.
Recommendations to others considering the product:
If you have to add or Delete requesters this might not be the product that you want. It is easy to add a requester but deleting a requester or changing the email is a pain to get done.
Service is great!
What do you like best about the product?
I like the fast response to my questions/issues. Support has always been extremely helpful and willing to go the extra mile to help us resolve our requests.
What do you dislike about the product?
The reporting feature took some time to get used to.
What problems is the product solving and how is that benefiting you?
Provides us with a central location for our IT and Business tickets and reporting needs.
Freshservice is a great product
What do you like best about the product?
Easy to use, intuitive web portal. Me likes the freshservice
What do you dislike about the product?
There is nothing that I dislike about Fresh service
What problems is the product solving and how is that benefiting you?
We use it for our I.T. ticketing system
Recommendations to others considering the product:
use it
Freshservice is Awesome!
What do you like best about the product?
-Tickets are accessible from anywhere via the web interface or through their iOS/Android app.
-Their customer service is extremely responsive, and very easy to work with.
-The interface is clean, and is simple to navigate.
-Their customer service is extremely responsive, and very easy to work with.
-The interface is clean, and is simple to navigate.
What do you dislike about the product?
There are a couple things missing from the mobile app. Tagging is not available, and ticket descriptions are not editable. You can add notes, but not edit the original description.
What problems is the product solving and how is that benefiting you?
Mobile access to our ticketing system.
Transparency for our end users. They can now login and check the status of their tickets, add notes to them, etc.
Transparency for our end users. They can now login and check the status of their tickets, add notes to them, etc.
Recommendations to others considering the product:
Try it! It was very easy to setup the trial.
Next Gen ITSM/IITL tool
What do you like best about the product?
1:Complete solution to IITL need including Service /Incident/ Problem/Change/Asset management for Internal IT.
2:Gives you more power to enhance the ability of Solution.
3:Improved Look and feel.4
4: Prompt support
5:Open to environment based customization.
2:Gives you more power to enhance the ability of Solution.
3:Improved Look and feel.4
4: Prompt support
5:Open to environment based customization.
What do you dislike about the product?
tool need to work on precisely on integration DL as requester and ticket view scope.
What problems is the product solving and how is that benefiting you?
As Internal IT tool we use is like Incident management /Problem management /Asset management/Service request.
Recommendations to others considering the product:
More sorted UI and more power to user in term of handling ITSM
Good out of the box solution
What do you like best about the product?
The workflow and admin tools are simple, intuitive and cover most use cases
What do you dislike about the product?
Documentation is poor, particularly for the API. Getting new features appears to be impossible.
What problems is the product solving and how is that benefiting you?
Client Support, change management, incident management, documentation
Great software - easy to use - even better price
What do you like best about the product?
Inventory management is easy to use, the helpdesk has a nice interface, and the knowledgebase is a great place for our teachers to refer to if they are having a problem.
What do you dislike about the product?
The layout can be a little difficult to navigate for the inventory management. I wish there was more fields for asset status such as "Out for Repair"
What problems is the product solving and how is that benefiting you?
We use Freshservice to manage inventory of products throughout our district and can easily check devices out for repair
Recommendations to others considering the product:
Give the trial a whirl and make sure it will work for your organization's needs
Done and sorted in moments
What do you like best about the product?
They were very polite, I had a series of questions and they dealt with them very quickly and gave great advice on how to achieve what i wanted. Came back with a follow up email to make sure i was happy with service.
What do you dislike about the product?
The service was very good and i couldn't really fault it.
What problems is the product solving and how is that benefiting you?
Combining ITSM in to one tool, This has every and is made simple. Incident,Problem, Assets etc...really worth a look.
Recommendations to others considering the product:
If you need ITSM tool in one place...this is the way to do it.
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