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Fresher IT with Freshservice!
What do you like best about the product?
Ease of access, simplicity, configure quickly
What do you dislike about the product?
Needs to mature in a few areas...logging these as feature enhancements & some have been turned around already..
What problems is the product solving and how is that benefiting you?
Ease of incident logging, easy to use Self Service Catalog, simple to interact with 3rd party providers, to name a few
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Great Solution for small companies
What do you like best about the product?
Great features that makes for a high quality support service including automatic replies and updates. There are more features offered for free than most customer support solutions.
What do you dislike about the product?
Id only say the UI design could see some improvement. Just recently they launched a new design that is a more modern and easy to look at. Would like to see better mobile UI too.
What problems is the product solving and how is that benefiting you?
I am able to get tickets sent to me without missing emails that are requests. I need this because I don’t have a person to monitor business email during the day. Freshservice alerts me so I don’t miss one service request.
Recommendations to others considering the product:
Start the trial and get help implementing quickly, focusing on your main pain points with ticket requests. Use the helpful team to make it work for your business
Good tool but missing important functionality [UPDATE!!]
What do you like best about the product?
Original Post: I like the user interface. Also the application is amazing from both a support level and a user interface. Much better than any of the other applications we have tested.
Update: I have been using the product for several years now. They have grown so much as a product and company and one thing is very clear. They are hyper focused on customer success and adoption.
Update: I have been using the product for several years now. They have grown so much as a product and company and one thing is very clear. They are hyper focused on customer success and adoption.
What do you dislike about the product?
Original: No "If/Then/Else" ability in automation. The automation logic it much too limited. If the Observer tool just had the same options as dispatcher we would be much better (specifically the "cc" functionality). If I had the ability to add a "cc" in Observer my review would be 8. If I could add if/then/else statements to the automation tools my review would be 10/10 easily. Another feature set that would be much appreciated is adding visibility in reporting for projects.
Update: They have greatly improved and corrected all of the bugs with the previous automation tools. They have gotten rid of the old clunky automators and really beefed up the workflow automation tool. I think most if not all automation can be done by solely using the automation tool.
Update: They have greatly improved and corrected all of the bugs with the previous automation tools. They have gotten rid of the old clunky automators and really beefed up the workflow automation tool. I think most if not all automation can be done by solely using the automation tool.
What problems is the product solving and how is that benefiting you?
Solving some of our needs but we are lacking several workflow automation.
Recommendations to others considering the product:
Sign up for the trial as soon as possible. Also try reaching out to their support team and compare their response to others that you are POC'ing. You will be shocked how much quicker they are to respond and correct your issue.
Full featured and engaging
What do you like best about the product?
What sold me on FreshService was that it pretty much set the bar for help desk software. When I was comparing against the competition, nobody else could match their feature set. Now that I'm a customer, their tech support is responsive and knowledgeable as well.
What do you dislike about the product?
There have been a few speed bumps in integrating our single sign on with FreshService, but we eventually got there.
What problems is the product solving and how is that benefiting you?
In addition to simply having a comprehensive and easy to use ticket portal, our techs are more engaged due to the gamificstion feature.
Recommendations to others considering the product:
If you need a full featured IT help desk, FreshService will not disappoint you.
Prompt, Efficient Service
What do you like best about the product?
Prompt, friendly service via the online portal
What do you dislike about the product?
I did not have any negative experience with the support
What problems is the product solving and how is that benefiting you?
Good reporting and insights on service requests. Good contract and change management capabilities
Great product!
What do you like best about the product?
Very easy to use. Great UI design. Perfect for ITIL. Support is very swift at replying.
What do you dislike about the product?
Nothing right now. I'm very pleased at the moment.
What problems is the product solving and how is that benefiting you?
IT Helpdesk
Recommendations to others considering the product:
Freshservice is the best ITSM experience you can get. Super easy to use with a lot of great management tools.
a valuable helpdesk software
What do you like best about the product?
the best we liked Ticketing and change management. So we can build the ITIL process
What do you dislike about the product?
there is nothing we disliked. This is good software
What problems is the product solving and how is that benefiting you?
ITIL Process
A great move for us
What do you like best about the product?
Ease of setup, we were up and running with little or no support, only reaching out when we wanted to customise.
What do you dislike about the product?
Delivery of road map updates take time, but they do arrive.
What problems is the product solving and how is that benefiting you?
SLA reporting
Self Service
Knowledge Base
Self Service
Knowledge Base
Recommendations to others considering the product:
Go for it, you can start on a free plan to get a feel for it, then change pans as you add features.
An intelligent solution for an evolving IT environment
What do you like best about the product?
The simplicity and ease of use. We promote the use of our SelfService portal and over 40% of our work is generated in this way.
It work like an email system, allowing you to easily see a "conversation" and interact with the customer with ease.
It work like an email system, allowing you to easily see a "conversation" and interact with the customer with ease.
What do you dislike about the product?
Admin settings can be confusing at first, so I would recommend some additional training, support in this area to get the most out of the system.
What problems is the product solving and how is that benefiting you?
We are support approx 7000 customers and this tool enables us to support them more efficiently and effectively. A customer friendly tool is paramount to promoting self-help. Over 40% of our tickets are created in this way which saves everyone alot of time.
In my small Helpdesk team, we can safely support high volumes of customers knowing that our system is reliable, simple and customisable in an instant.
In my small Helpdesk team, we can safely support high volumes of customers knowing that our system is reliable, simple and customisable in an instant.
Recommendations to others considering the product:
Get to know the backend and admin side of the system as much as possible. This will help alot with future development and customisation
Actively developed and well supported
What do you like best about the product?
This software is actively developed and development appears to be guides by community feedback.
What do you dislike about the product?
There has been an instance when an account upgrade went wrong. There is some work to do on their backend to improve reliability and recoverability. I would like to see better integration with MS Teams/ToDo/Planner/PowerBI as this would greatly improve the utility of the tool for project based work.
What problems is the product solving and how is that benefiting you?
IT Ticketing, Process Documentation, Asset & Contract Management, Hardware Procurement and workflow processing.
Recommendations to others considering the product:
Try and really push the boundaries during the trial with your 'edge cases'. Test everything you think you can do to be sure you can actually do it. Also check to see if you can get the reporting you need. The inbuilt ones don't suit our needs satisfactorily and the ability to use other platforms for reporting are limited by the integrations / API.
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